On Running Return Policy: 30 Days, 90-⁠Day Holiday Window & Exchanges

This guide covers returns and exchanges for On (On Running) shoes, apparel and accessories bought in the United States on on.com or in an On store. The two things that change your answer most are when you bought (the 2026 holiday window is longer) and where you bought (only purchases made directly from On go back to On).

How long you have to return On products

On's FAQ calls its standard policy a 30 day return and exchange policy ¹. The terms and conditions are more precise: you must notify On within 30 days (calendar days) of the delivery date ⁵.

For the 2026 holidays, On has extended that window. Any product purchased between October 21 and December 31, 2026 in the United States (and several other regions) gets 90 day returns for a refund or exchange ¹.

Heads-up: On's pages don't word the clock the same way. The Return/Exchange form and the Help & Support page currently say returns are available "within 90 days of purchase" ^3 4, while the terms count the standard 30 days from delivery, counted in calendar days ⁵. To be safe, count from the earlier date (your order date) and start the return well before the deadline.

What condition items must be in

Returns must be in new condition and sent back in their original, intact packaging, and that applies to apparel and accessories too ¹. On's terms describe the same thing as unused, undamaged, clean and in the original packaging ⁵. Keep the shoe box and don't run in shoes you may want to send back.

Who can return to On (and who can't)

On only accepts returns for orders purchased directly from On ¹. If you bought your shoes from a retail partner such as a running store or department store, On can't take them back; contact the business where you made the purchase ¹.

How to return an On order in the US

1. Open the Return/Exchange form and enter your order number and the email address used to place the order ². If you have an On account, you can request the return from your order history instead ¹.
2. Choose the items and say whether you want a refund or an exchange ².
3. You'll get a prepaid FedEx return label, either to print or as a QR code to scan at a FedEx location ².
4. Pack the items in the reusable shipping box and drop it off at a FedEx location ².

A few rules to know before you submit:

• Return shipping is free for eligible returns, except for returns to or from India, Indonesia, Thailand and Malaysia ¹.
• Expedited shipping costs on the original order aren't refunded ¹.
• Using more than one box? Submit a separate return request for each box, and don't put several orders in one box ¹.
• A submitted return request can't be changed; to send back another item, create a new request ¹.

Refunds and how long they take

On issues the refund after its warehouse receives, checks in and verifies your items, which can take up to 14 business days ¹. You'll get an email when the refund is processed, and the money then takes another 2–5 business days to show up on your original payment method ¹. The terms set an outer limit: refunds are due within 30 days (calendar days) after the return reaches On's warehouse ⁵.

If you paid with Klarna, also start a return in the Klarna app; Klarna then handles the refund details ¹.

Exchanges: sizes, colors and limits

Exchanges are for a different size or color of the same model, and the new size or color must be in stock ¹. Some rules make a refund-and-reorder the faster route:

• The exchange ships only after your original item is back at the warehouse ¹, and replacements are sent within 7–14 business days ³.
• Limited editions and last season items can be refunded but not exchanged ¹.
• An exchange order can't be exchanged again; return it for a refund instead ¹.

Items bought in On stores and On Outlet

Purchases from an On store can be returned at an On store (except On Outlet stores) or online through On's Contact Us form ¹. Store purchases can be exchanged at any On store in the same country, but not online ¹. On Outlet purchases can only be exchanged, not refunded, at an Outlet store ¹. All returns must be completed in the country of purchase ¹.

Gifts, gift cards and cash purchases

On accepts gift returns only when the original order came from its webshop ¹. You'll need the original order number, the items, and the purchaser's name and address; in the US, On asks for the gift receipt that came in the original order's Shipping Confirmation email ¹.

If the item was paid with an On gift card, an in-store return is refunded as a new physical gift card and an online return as a new digital gift card ⁵. Gift cards themselves can't be returned for a refund ⁵. In the US, if you paid cash in an On store and return the item online, the cash portion is refunded as a discount code that works only on On's website ⁵.

Quick tips

• Start the return early and count from your order date, since On's pages differ on purchase vs delivery ^3 5.
• Keep the original box and packaging intact ¹.
• Want a different model? Return for a refund and place a new order, because exchanges stay within the same model ¹.
• Gift recipients in the US: ask the buyer for the gift receipt from the Shipping Confirmation email ¹.