When a waist belt can be returned
We want runners and event teams to get a belt that sits well, carries water securely and stays comfortable over the distance. If your order is unused and still in its original condition, you can ask for a return or exchange within a reasonable time after delivery. We look at each case on its own merits, especially where the item was ordered for a club, race or bulk event.
For hygiene and safety, belts that have been worn on a run, used with fluids, washed after use, altered, or marked with race numbers may not be eligible for return unless there is a fault. If you are unsure, send through the details on the enquiry form and we will advise before you send anything back.
If the fit is not right
Fit matters with a running waist belt. It should sit firm without bouncing, and the bottle or pouch layout must suit your stride, your clothing and the distance you are covering. If the belt feels too loose, too tight, or the storage arrangement is not working for your body shape, contact us as soon as possible after delivery.
We will usually ask for a brief description of the issue, your waist measurement, and the size or model you received. A short photo can help too. In some cases we can guide you to a better size or layout, and in other cases an exchange is the better route.
- Check that the belt was worn over the clothing you normally run in.
- Confirm your waist measurement, not just your trouser size.
- Let us know if you need room for gels, a phone, keys or soft flasks.
- Tell us whether the issue is bounce, tightness, or access to gear while running.
How to request a return or exchange
The quickest way to start is through the enquiry form on our contact page. Include your order details, the reason for the request and whether you want a refund, exchange or size change. If the order was placed for a race group, club or event team, please mention the event date so we can work around your deadline.
Once we receive the request, we will confirm the next step and let you know what to send back. Please wait for the return instructions before dispatching anything, because that helps us match the parcel correctly when it arrives at our Stellenbosch base.
- Submit the request through the enquiry form.
- Include your order reference and contact details.
- Wait for return instructions before sending the parcel.
- Pack the item carefully with all original parts and accessories.
- Keep your proof of dispatch until the matter is closed.
What happens after we inspect the item
When the item reaches us, we check the condition and compare it with the original order. If the belt is eligible for exchange, we will process the replacement once stock is available. If the item is approved for return, we will handle the refund or credit in line with the original payment method and the agreed outcome.
During busy race periods, especially before major trail weekends or city events, processing can take a little longer. We work through returns in the order they arrive. If your team is travelling from Cape Town, Johannesburg, Durban or George, and you need a fast answer, mention that in your message so we can prioritise the practical steps.
Faults, damage and order mistakes
If a belt arrives with a manufacturing fault, missing part, or the wrong item was packed, please contact us straight away. Give us clear photos and a short note explaining what is wrong. That makes it easier for us to sort out the matter without delay.
Faults reported soon after delivery are handled differently from change-of-mind requests. We will assess whether a replacement, repair, or return is the right outcome. Where the issue is on our side, we aim to put it right without unnecessary back and forth. In summer heat or coastal humidity, please store the item in a cool dry place while the case is being reviewed.
Bulk orders, clubs and event packs
For club orders, participant packs and event supply, returns are usually managed at order level rather than piece by piece. If a size run was approved, or if event labels and pack inserts were prepared to a confirmed list, we may need to work from the original specifications. That is why we encourage a proper fit briefing before large orders are finalised.
When you are planning a race in Stellenbosch, Paarl, Somerset West, Bellville or elsewhere in South Africa, it helps to allow a bit of lead time for sizing checks. If a group member needs an exchange after distribution, tell us the quantity, the sizes involved and the event date. We will then advise on the most practical route. Sometimes a slight mix up is easy to fix, but the earlier we know the better.
Packing the return so it reaches us safely
Pack the belt so it does not rub against hard objects in transit. Use a sealed bag or box, and keep all straps, clips and accessories together. If you are sending from a regional town or using a courier, make sure the parcel is addressed exactly as instructed so it can be logged in properly when it reaches our base.
- Remove any personal items such as keys, cash or gels.
- Do not fold or crush bottle pockets and soft flask holders.
- Use a clean outer packet or box for transit.
- Keep a copy of your return request until the exchange is done.
Once the parcel is on its way, send us the tracking details through the enquiry form if you have them. That helps us follow the parcel and close the loop faster.
