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service, warranty & repairs

When is a product under warranty?

A product is under warranty in the event of defects resulting from manufacturing or material defects. The warranty is valid until 24 months after the purchase of the product.

Defects caused by accident, negligence, improper use and normal wear and tear are not covered by the statutory warranty.

If you notice that your product is defective, you should always first contact us via shop@runnerslab.be or visit one of our stores. Clearly state:

  • the product in question
  • exactly what the problem is
  • which account you used to purchase the product

We will then contact you as soon as possible.

Please note: if the product was already defective upon receipt, you should contact us within 7 days of receipt.

Even products that are out of warranty can be repaired in our own specialised workshop. We have 30 years of experience in repairing running and walking shoes. We will assess what the cheapest option is.

We maintain good relations with our suppliers so that sports watches can also still be repaired when out of warranty.

If you need to have a product repaired or you have any questions, please contact us via shop@runnerslab.be, or visit one of our stores. 

If your item was shipped damaged, notify us as soon as possible and no later than within 7 days of delivery via shop@runnerslab.be or visit one of our stores. Clearly state:

  • the product in question
  • exactly what the problem is
  • which account you used to purchase the product

We will then contact you as soon as possible.

Please make sure to treat the product and its packaging with care.

If the wrong item was delivered, notify us as soon as possible and no later than within 7 days of delivery via shop@runnerslab.be or visit one of our stores. Clearly state:

  • the item in question
  • exactly what the problem is
  • which account you used to purchase the product

We will then contact you as soon as possible.

Please make sure to treat the item and its packaging with care.

We of course hope that all our customers will be 100% satisfied. However, if you do have a complaint, please contact us via shop@runnerslab.be, or visit one of our stores. We will contact you as soon as possible.

You are always welcome in one of our stores for an analysis. Our consultants will be happy to help you further fine-tune your shoes.

  • If you bought your shoes online without a discount code, our Runners’ lab Analysis is completely free of charge.