HOKA vs On Running Return Policy

HOKA

• Authentic HOKA product.
• Purchased directly from HOKA.com or the HOKA call center.
• Received within the last 30 days.
• Sent back as a complete pair.
• Can be new or used (referring to the 30-day guarantee).
• Products must be returned in original packaging if available.
• Be in new or gently used condition.

On Running

• Returns must be in new condition.
• Returns must be in their original, intact packaging (including for apparel and accessories).
• Only able to accept returns for orders purchased directly from On.

HOKA

• Monogrammed, personalized products, Gift Cards, and final sale products (with a red line through the tag) cannot be returned or exchanged.
• Items not purchased directly from HOKA.com or the HOKA call center.
• Purchases made at HOKA Concept Store locations and items received as gifts are not eligible for free return shipping (the consumer is responsible for costs incurred mailing the items to the warehouse).

On Running

• Cyclon™ orders have a slightly different return policy.
• Onward™ orders are not returnable.
• Limited editions and last-season items can only be refunded, not exchanged, due to limited stock.
• Expedited shipping costs on the original outbound order will not be refunded.

HOKA

• Original form of payment.

On Running

• Refund to the original payment method.

HOKA

• Items purchased directly through HOKA.com are eligible for free returns and exchanges if shipped from the contiguous USA.
• Customers can initiate a return/exchange process online and print a pre-paid shipping label or use a provided QR Code.
• Orders placed on HOKA.com using Afterpay can only be exchanged for the same model, width, and color.

On Running

• Submit a return request by entering your order number and the email address used to place the order.
• A prepaid return shipping label will be provided for eligible returns.
• If you have an On account, you can request an eligible return directly from your order history.
• If multiple boxes are needed for return, submit a separate return request for the item(s) in each box.

HOKA

• If you made your purchase at an HOKA® concept store, please return to the store where the purchase was originally made.
• If you purchased the product at an authorized HOKA® retailer, you need to return to the store where the purchase was originally made.

On Running

Not available

HOKA

• Items received as gifts are not eligible for free return shipping; the consumer is responsible for costs incurred mailing the items to the warehouse.

On Running

Not available

HOKA

• The HOKA® warranty applies to products less than one year old from the date of purchase, covering defective materials and workmanship.
• The warranty does not cover items that have been washed, altered, excessively worn, or of which you have not taken reasonable care.

On Running

Not available

HOKA

• Items purchased directly through HOKA.com are eligible for free exchanges if shipped from the contiguous USA.
• Orders placed on HOKA.com using Afterpay can only be exchanged for the same model, width, and color.
• If your requested exchange product is sold out, a full refund will be issued to the original form of payment.

On Running

• Exchanges are accepted within 30 days of delivery.
• Products must be in new condition and in their original intact packaging.
• You can exchange products for different sizes or colors of the same model.
• Limited editions and last-season items are not exchangeable.

HOKA

• Your satisfaction is a priority, and HOKA gladly accepts returns/exchanges for products ordered from HOKA.com within 30 days of the original invoice date.
• HOKA can only offer an exchange or a refund; repairs are not performed.

On Running

• On covers the cost of shipping for eligible returned On products in the US.
• Refunds are issued after the warehouse team has received, checked in, and verified the items.
• Expedited shipping costs on the original outbound order will not be refunded in the case of returns or exchanges.