FAQ

You can contact IX RUNNING through the following methods:

• Phone: Call us at +852 67981119 for any inquiries or assistance.
• Email: Reach out to us at service@ixrunning.com, and we will respond promptly.
• Physical Address: Visit us at: New Territory Plaza, 13/F, 1-17 Sai Lau Kok Road, Tsuen Wan, New Territories, Hong Kong.

We are always happy to assist you!

When you choose to purchase directly from IXRUNNING, you're not just buying a product – you're joining a community committed to excellence and exceptional customer care. As highlighted on our About Us and Customer Service Commitment pages, we take pride in offering top-tier support and an enjoyable shopping experience. Here are a few reasons why buying directly from us is the best choice:

• Convenience: All our products are available for purchase directly from our website and are shipped straight to you.
• 30-Day Money-Back Guarantee: We stand behind our products, offering you peace of mind with a hassle-free return policy.
• Expert Assistance: Our knowledgeable team is always available to help you find the perfect product, answer your questions, and offer personalized guidance.
• Peace of Mind: By purchasing directly from IXRUNNING, you can trust that you're receiving a genuine, high-quality product, complete with a full warranty and dedicated after-sales support.
• Our Commitment: We are committed to ensuring your satisfaction and will go above and beyond to address any concerns or issues you may have.

At IXRUNNING, your experience is our priority, and we’re here to make your journey with us as seamless and enjoyable as possible.

We offer a 30 day money back guarantee, please visit our return policy page for details. If you have any questions, please feel free to contact us.

Thank you for placing an order on our website. Our order processing time is 1-2 working days, during which time users can cancel their orders.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To initiate a return, please follow the guidelines below:

The item must be in the same condition as when you received it.
The item should not be worn or used.
It must have its original markings.
The item should be in its original packaging.
You will need to provide a receipt or proof of purchase.

For the countries listed below, we offer localized return options. Please contact us to receive a return code and the latest contact details, and refer to the Return Address below:

United States (New Jersey): Kearny, 20 Basin Drive, Building 12, Suite #120 & #130
United States (California): Azusa, 1025C North Todd Ave
United Kingdom: Lincolnshire, Billingborough, Industrial Estate, NG34 0QU
Australia: New South Wales, Smithfield, 31/40 Pavesi St
France: Marne, Reims, Cernay-lès, Bâtiment A, 9 rue des terres
Spain: Barcelona, Barcelona, Barcelona, Carrer del Molí de Can Bassa 1, Mollet del Vallés
Germany: Sachsen, Dresden, Niedersedlitzer Str. 71, 312 Dresden Sachsen
Netherlands: Noord-Brabant, Bergen op Zoom, Potlodenlaan 1
Italy: Novara, Vaprio D'agogna, SR 229 km19
Poland: Mazowieckie, Region Mazovia, Powiat piaseczyński, 10 Łubinska st. 05-532 Łubna

For customers in countries without a localized return address, please contact us at service@ixrunning.com for detailed return instructions and refund processing options.

Please note: Return addresses are subject to updates. Be sure to check your email for the latest return address and contact information.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@ixrunning.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@ixrunning.com.