Warranty & complaints

First of all, we apologize that you have received an incomplete order. Of course, that was not our intention!

To resolve this for you, please email info@21run.com within 48 hours of receiving your order with a photo of the shipping packaging. We would also like to know which item you are missing from your order. It is important that this is reported as soon as possible, otherwise we will not be able to start an investigation with the delivery service. 

We're sorry to hear that your product is defective. 21RUN is happy to help you find a suitable solution!

We use the legal warranty, which means that the product must do what you can reasonably expect of it. The warranty period may vary per product. There is no warranty in the following cases:

- if the wear and tear can be considered normal.

- if no proof of purchase or order number can be shown.

- if the defects are the result of use not in accordance with the intended use or negligent maintenance.

In the event of a defect, we would like to ask you to report this via the online return form: Return registration.

Here you can enter "product is defective" as the reason for return. Then, you need to answer a few more questions and add photos so that we have sufficient information about the use of the item. 

We aim to respond to your complaint within 2 business days.

First of all, we apologize that you received a wrong or damaged product in your order. Of course, that was not our intention!

To resolve this for you, please send us a return request via the online returns form (Return registration) within 48 hours of receiving your order before sending the item back to us. Please keep and photograph the shipping packaging in which you received the package. Customer service will aim to contact you within 2 business days regarding the next steps.

Have you purchased an electronic product from 21RUN and is it defective? Then you have a warranty of up to 2 years (except for lighting) if it concerns a production error or software defect.

If it concerns a Polar or Garmin product, we kindly ask you to contact the manufacturer directly. The manufacturer can provide you with a solution most quickly. If you still need our help, we will of course be there for you.

For complaints regarding other brands, you can email info@21run.com stating your order number, a clear description of the complaint, (if relevant) photos and the serial number.