Refund policy

Last updated: 26 August 2026
Effective date: 26 August 2026

This Refund & Return Policy applies to all orders placed through https://www.runiq.shop (the "Site"), the Runiq online store.

This policy sets out (a) our voluntary 30-day change-of-mind return program, and (b) the process for making a consumer guarantee claim under the Australian Consumer Law (ACL). Your ACL rights sit alongside this policy — they are not replaced or limited by it.

1. Your Rights Under the Australian Consumer Law

1.1 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1.2 A "major failure" under the ACL includes (without limitation):

  • the product has a problem that would have stopped you buying it if you had known about it;
  • the product is significantly different from the description, sample, or demonstration model;
  • the product is substantially unfit for its ordinary purpose and cannot easily be made fit;
  • the product is unsafe.

1.3 For a major failure, you may choose a refund, replacement, or keep the product and ask for compensation for the drop in value.

1.4 For a minor failure (a problem that can be fixed within a reasonable time), we will repair the product, or at our option replace it or provide a refund.

1.5 These rights apply for the period during which the product can reasonably be expected to last, not just within the change-of-mind window in Section 2.

1.6 For more information about your rights as a consumer, visit www.accc.gov.au.

2. 30-Day Change-of-Mind Returns

In addition to your rights under the ACL, Runiq offers a voluntary 30-day change-of-mind return program.

2.1 Window: You have 30 calendar days from the date your order is delivered to initiate a change-of-mind return for a refund or exchange.

2.2 Condition requirements for change-of-mind returns:

  • (a) the product has not been used or worn beyond trying it on;
  • (b) the product is in its original condition with no scratches, marks, or signs of wear; and
  • (c) the original packaging, charging cable, and all accessories are included with the return.

2.3 Return postage: For change-of-mind returns, you are responsible for return postage. We recommend using a tracked service, as we cannot process a refund for a parcel that does not reach us.

2.4 No restocking fee: We do not charge a restocking fee on any change-of-mind return.

2.5 Non-returnable items: None. Every product sold on the Site is returnable under this policy. We do not operate "final sale" exclusions.

3. The "Wrong Model" Exchange

Ordered the wrong smartwatch model or colour? It happens.

3.1 Eligibility: Within 30 days of delivery, you may exchange a smartwatch for a different model or colour provided:

  • (a) the watch has not been used beyond trying it on; and
  • (b) the original packaging and accessories are included.

3.2 Process: Email support@runiq.shop with your order number and the correct model or colour you need. We will send you return instructions. Once we receive the original watch, we will dispatch the replacement at no additional cost, subject to stock availability.

3.3 Return postage: You cover the cost of returning the original watch. We cover the cost of shipping the replacement to you.

3.4 If the correct model is out of stock: we will offer you a choice of (a) waiting for restock, (b) a refund, or (c) store credit at your preference.

4. Faulty, Damaged, or Mis-Described Products

If a product has a problem covered by the consumer guarantees in Section 1, this section sets out how to make a claim. The condition requirements in Section 2 do not apply here — a faulty product that has been used is still covered.

4.1 What is covered:

  • (a) manufacturing defects, including screen faults, button/sensor failure, or charging faults on first or ordinary use;
  • (b) battery or performance degradation that is not consistent with ordinary use;
  • (c) products that do not match the description, photographs, or specifications shown on the Site;
  • (d) products that arrive damaged.

4.2 What is not covered under the voluntary warranty, but may still be covered by the ACL:

  • (a) damage from dropping or impact beyond the product's stated tolerances;
  • (b) damage from exposure to water or moisture beyond the product's stated water-resistance rating;
  • (c) damage from improper use contrary to the instructions provided;
  • (d) cosmetic wear consistent with ordinary use over time (e.g. minor scuffs on the strap).

Nothing in clause 4.2 excludes, restricts, or modifies any right or remedy you have under the ACL. If you believe a product has failed a consumer guarantee despite the circumstances listed in 4.2, please contact us — we will assess every claim on its merits under the ACL.

4.3 Return postage: If the product fails a consumer guarantee, we cover all return postage. We will send you a pre-paid return label or reimburse the cost of return postage on production of a receipt.

4.4 Remedy: For a major failure, you choose between a replacement, a full refund, or keeping the product and receiving compensation. For a minor failure, we repair, replace, or refund at our option, as permitted by the ACL.

4.5 Processing time: Once we receive the returned product, we will process your remedy within 5 business days. For a refund, the amount will be returned to your original payment method.

5. How to Initiate a Return

Step 1 — Contact us
Email support@runiq.shop with:

  • (a) your order number;
  • (b) the reason for the return (change-of-mind, wrong model, or faulty/damaged);
  • (c) for faulty or damaged products: photos of the product and packaging.

Step 2 — Receive instructions
We will respond within 1–2 business days with a Return Authorisation (RA) number and our return instructions, including the return address.

Step 3 — Return the product
Securely pack the product and send it, with the RA number clearly marked, to the address provided in your RA email:

Runiq Returns (RA #)
5 Sodersten St, Taylor ACT 2913, Australia

Please retain your tracking number until your refund or exchange has been processed.

Step 4 — We process your refund or exchange
Once we receive and inspect the returned product (typically within 3–5 business days of delivery to us), we will process your refund or dispatch your replacement. Refunds are issued to your original payment method. Your bank or card provider may take a further 3–5 business days to reflect the refund in your account.

6. Complaints

If you are not satisfied with how we have handled a return or consumer guarantee claim, please email support@runiq.shop with the subject line "Complaint". We will acknowledge your complaint within 7 days and work in good faith to resolve it within 30 days.

You may also lodge a complaint with the Australian Competition and Consumer Commission or your state or territory consumer protection agency:

Australian Competition and Consumer Commission
Website: www.accc.gov.au
Phone: 1300 302 502

Access Canberra (ACT Fair Trading)
Website: www.accesscanberra.act.gov.au
Phone: 13 22 81

7. How to Contact Us

Company Name: Runiq
Business Address: 5 Sodersten St, Taylor ACT 2913, Australia
Phone: +61 2 8360 8669
Customer Support Email: support@runiq.shop
Support hours: Monday – Friday, 9:00 AM – 5:00 PM AEST