Returns & Size Exchanges Policy
We know it can be daunting to buy a new brand of running shoes online. We're here to help.
1. Returns & Size Exchanges: Unused Footwear
If you've ordered the wrong size or don't like the shoe once you try it on, you may request a return or exchange within 30 days of delivery, provided the shoes have not been used.
Your first return or size exchange is on us. We'll cover the courier costs for one return or size exchange per pair of shoes. This benefit applies to every order, not just your first purchase.
Any subsequent exchange or size swap may be subject to return and/or delivery charges payable by the customer.
Exchanges are subject to stock availability. If your requested replacement size is unavailable, we may offer an alternative product, store credit or refund, as applicable.
To qualify:
- Shoes may be tried on indoors to assess sizing, fit and feel.
- Shoes must not have been worn outdoors or used for running, walking, training or other activities.
- Shoes must be returned in their original condition, with no signs of wear, damage or staining.
- The original shoe box and packaging must be included and undamaged. Please do not write on, tape, mark or use the shoe box as external shipping packaging.
- All tags, accessories and documentation supplied with the product must be included, where applicable.
- Please include your name and/or order number inside the parcel so our warehouse team can identify your return.
2. The 14-Day Running Trial: Used Footwear
We're confident you'll love your Topos even more on your first run than when you first try them on.
That's why your first purchase comes with a 14-day running trial, giving you the opportunity to return your shoes if you find, only through actual use, that they don't meet your expectations.
The trial is intended for customers who are initially happy with the fit and feel of their shoes - but discover during a run that the product doesn't meet their expectations.
The following conditions apply:
- The trial is available to each customer once only.
- Your request must be submitted within 14 days of delivery.
- Shoes must be returned so that we can inspect them and send feedback to manufacturers.
- Normal signs of use from reasonable trial runs are acceptable.
Please be fair. We offer this trial in good faith because we believe in our products. We ask that you use it responsibly and only return used shoes if you're genuinely disappointed in them, and only discover this after using them. We ask that you please give them a reasonable trial before running in them. If you do not like the fit or feel when you try them on, please make use of our returns and exchanges offering instead.
We reserve the right to refuse a voluntary return, exchange or trial claim where we reasonably believe the relevant policy is being abused, used dishonestly or exploited beyond its intended purpose.
3. Return Shipping
Your first eligible return or size exchange is on us, including applicable courier costs. Subsequent voluntary returns or exchanges may incur shipping charges payable by the customer.
Where a return is arranged through our Returns Portal, the applicable return instructions and shipping arrangements will be provided during the process.
If you arrange a return independently, we recommend using a tracked courier service. TOPO Athletic cannot accept responsibility for parcels lost in transit where the return has been arranged independently by the customer.
Where a return relates to a valid product defect, an incorrectly supplied product or another circumstance giving rise to a statutory remedy, shipping costs and other remedies will be handled in accordance with applicable South African law.
5. Faulty or Defective Products
If you believe your product has a manufacturing fault or defect, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs showing the fault
- Any other information reasonably required to assess the claim
Products determined to have a manufacturing defect may, where applicable, be repaired, replaced, refunded or otherwise dealt with in accordance with applicable law and the relevant manufacturer's warranty process.
Please note:
- Normal wear and tear is not automatically considered a manufacturing defect.
- Damage caused by misuse, accidents, improper care, modification or use outside the product's intended purpose may not qualify as a manufacturing defect.
- Damage caused by incorrect sizing or fit is not necessarily a manufacturing defect.
- Some products may need to be assessed by the local distributor, manufacturer or authorised representative before a warranty claim can be approved.
- Assessment and processing times may vary depending on the nature of the claim and the manufacturer or supplier involved.
Nothing in this section limits any rights you may have under the Consumer Protection Act or other applicable South African legislation.
6. Footwear & Sizing
TOPO footwear is designed around the natural shape of the foot, with a roomy anatomical toe box and a secure fit through the heel and midfoot.
We recommend consulting our TOPO Size Guide before purchasing. If you're unsure about your size, please follow the measuring instructions in our size guide to help you choose the most appropriate fit.
7. Non-Returnable Items
Certain products may not be eligible for voluntary returns for hygiene, safety or practical reasons, unless faulty or otherwise covered by applicable consumer protection legislation.
These may include:
- Opened or used hygiene-sensitive products
- Gift cards
- Products personalised or modified at the customer's request
- Products damaged or altered by the customer
Footwear used beyond the reasonable scope of the 14-day running trial may not qualify.
This section does not limit any statutory rights that may apply where a product is defective, unsafe, incorrectly supplied or otherwise gives rise to a remedy under applicable law.
8. Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will generally be processed to the original payment method within a reasonable timeframe.
Refunds for voluntary returns will be subject to the applicable return conditions and any shipping charges that are the customer's responsibility.
Where a return is due to a valid product defect, an incorrectly supplied product or another circumstance giving rise to a statutory remedy, applicable shipping costs and remedies will be handled in accordance with South African law.
Please allow additional time for your bank or payment provider to reflect the refund in your account. Processing times vary between providers and are outside our direct control.
9. Sale & Promotional Items
Products purchased during a sale or promotional period may still be eligible for returns or exchanges, provided they meet the requirements of this policy and applicable law.
Any specific restrictions on voluntary returns will be communicated at the time of purchase. Nothing in this section limits your statutory rights.
10. Fair Use
Our free returns, exchanges and 14-day running trial are offered in good faith to support genuine customers.
We reserve the right to refuse a voluntary return, exchange or trial claim where we reasonably believe the relevant policy is being abused, used dishonestly or exploited beyond its intended purpose.
We assess each case individually. This provision does not override any rights or remedies available to customers under applicable South African consumer protection legislation.
11. Consumer Rights
Nothing in this Returns & Size Exchanges Policy limits or excludes your rights under the Consumer Protection Act of South Africa or any other applicable legislation.
We want you to shop with confidence and find the right footwear for your needs. If you have questions about any part of this policy, please contact us before placing your order.
12. Need Help?
If you have any questions about a return, exchange, sizing or warranty claim, please contact us.
Email: hello@topoathletic.co.za
TOPO Athletic South Africa