Returns & Exchanges Policy

At Brooks Store, we stand behind our performance footwear and want you to be completely satisfied with your purchase. If for any reason you’re not happy with your hiking shoes, running shoes, or other footwear, we offer a straightforward returns and exchanges process.

Note: Due to hygiene reasons, we cannot accept returns or exchanges on worn footwear unless the product is defective. All returned items must be in their original condition with tags attached and in the original packaging.

Eligibility for Returns & Exchanges

  • Items must be returned within 15 days of delivery
  • Products must be unused, unworn, and in original condition with all tags attached
  • Original proof of purchase is required
  • Customized or special order items may not be eligible for return

Return & Exchange Process

  1. Initiate Your Request: Email our customer service team at [email protected] with your order number and details about the item(s) you wish to return or exchange within 15 days of receiving your order.
  2. Receive Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Items: Securely pack the items in their original packaging with all tags still attached. Include a copy of your order confirmation or packing slip.
  4. Ship Your Return: Mail the package to our returns center at:
    Brooks Store Returns
    929 Rocky Road
    Philadelphia, PA 19108
    USA
    We recommend using a trackable shipping service as you are responsible for the items until they reach our warehouse.
  5. Processing: Once received, our team will inspect the items and process your return or exchange within 3-5 business days.

Return Shipping Costs

  • Standard Returns: Customer is responsible for return shipping costs unless the return is due to our error or defective product.
  • Free Returns: We offer free return shipping for items that are defective or incorrect due to our error.

Refund Information

  • Processing Time: Refunds are processed within 3-5 business days after we receive and inspect your return.
  • Refund Method: Refunds will be issued to the original payment method used for purchase (Visa, MasterCard, JCB, or PayPal).
  • Timing: Depending on your financial institution, it may take an additional 3-10 business days for the refund to appear on your account.
  • Original Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

To exchange an item for a different size or style:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you would like an exchange and specify the preferred replacement item
  3. If the exchange item is of higher value, you will need to pay the difference
  4. If the exchange item is of lower value, we will refund the difference

Note: Exchanges are subject to product availability.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Brooks Store Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. The details are as follows:

  • Product Name: [Product Name]
  • Size: [Size]
  • Color: [Color]
  • Reason for return/exchange: [Please specify]

For exchanges, I would like to receive: [New Product Details if applicable]

Please provide the RMA number and return instructions at your earliest convenience.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Contact Number]

Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless defective:

  • Worn footwear (showing signs of wear on soles or interior)
  • Items without original tags or packaging
  • Personalized or custom-ordered products

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a free return and replacement at no cost to you.

International Returns: Customers outside the United States may be responsible for customs duties and taxes on returned items. These costs are non-refundable.

For any questions about our returns and exchanges policy, please don’t hesitate to contact our customer service team at [email protected].

Last Updated: [Insert Date]