Refund policy

We have a 7-day exchange policy, which means you have seven (7) days after receiving your item to request a return and three (3) days to request a refund. If a national holiday arises during the 7 day period, days during that period will not be counted as part of the 7-day exchange policy.
To be eligible for a return/refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately, we cannot accept returns on sale items or gift cards.

To start a return, please fill in our Return/Refund Request form. Please note that returns will need to be sent to the following address: 45 Saleh Abu Zaki St, sub11 Running Store, Swefieh Village, Amman, 11814, Jordan, Tel: 0795852333.

If your return is accepted , we will send you an email to return the item at your own expense (including shipping and packaging), as well as instructions on how and where to send your package. Returns will only be accepted if the item is in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at e-comm@sub11.io with an expected response within 1-2 business days, although please note that this is an estimate and actual response times may vary depending on the volume of inquiries and other factors.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, you will recieve store credit for its relevant amount.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at e-comm@sub11.io.