You can find everything you need to know about us, Inoveight Limited trading as INOV8 and INOV-8, and our products on our website before you order. We also confirm the key information to you in writing after you order by email. We, Inoveight Limited, are registered in England and Wales under company number 4195383 and have our registered office at Inoveight Limited, 12B Beechburn, Prospect Road, Crook, County Durham, DL15 8RA, England. Our main trading address is inoveight ltd, 1st Floor, River Mill, Mill Yard, Staveley, Cumbria, LA8 9LR, England. Our VAT number is GB 135530729.

We are a limited company.

To contact us, please email: enquiries@inov8.com or telephone our customer service line on 01388 744900.

A product's true colour may not exactly match that shown on your device or its packaging may be slightly different.

In order to enter into a contract with us, you must be at least 18 years of age. If you are under the age of 18, please ask a parent or guardian to order your products for you.

You must be 18 years old to place an order. 

When you first access our website, you will be asked to confirm your location and you will be automatically relocated to the correct website based on your delivery location. It is your responsibility to ensure you select the correct location. These terms only apply to orders made from the UK, Australia, Canada, Norway and Switzerland

These terms only apply to orders made from the UK, Australia, Canada, Norway and Switzerland

We contact you to confirm we've received your order and then we contact you again to confirm we've accepted it and confirm dispatch to you.

You enter a contract with us when you receive an email from us accepting your order and confirming dispatch.

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK, Australia or Canada, because the product was mispriced by us or is unfortunately no longer available. When this happens, we let you know as soon as possible and refund any sums you have paid.

In rare circumstances we may have to reject an order, but we will always refund you if we do.

There are easy and flexible ways for you to pay for your order.

If you wish to pay for your order in full, we offer:

• Debit/Credit Card

• Amazon Pay; and

• Paypal.

If you prefer to make your payments more flexible, in cooperation with Klarna Bank AB (publ), of Sveavägen 46, 111 34 Stockholm, Sweden, and Clearpay Finance Limited (company number: 05198026), of 101 New Cavendish Street, London, W1W 6XH we offer you:

Klarna

When you choose Klarna Pay in 3 as your payment method, you will split the cost of your purchase in three identical instalments.

Klarna Pay in 30

When you choose Klarna Pay in 30 as your payment method, you will pay for your purchase in one instalment 30 days after the date of your purchase. Please note that Klarna is only available if your billing address is in the United Kingdom.

When paying with Klarna, your transaction and payment card details are collected by and processed by Klarna and you will agree to Klarna’s  user terms and terms and conditions and Klarna’s pay in 3 instalments terms and conditions or Karna’s pay later in 30 days terms and conditions. Your personal data will be handled in accordance with applicable data protection laws and in accordance with the information in Klarna’s  privacy statement.

General information on Klarna is available here.

Clear Pay

When you choose Clearpay as your payment method, you will split the cost of your purchase in four identical instalments over six weeks.

When paying with Clearpay, your transaction and payment card details are collected by and processed by Clearpay and you will agree to Clearpay’s user terms and terms and conditions. Your personal data will be handled in accordance with applicable data protection laws and in accordance with the information in Clearpay’s  privacy statement.

General information on Clearpay is available here. Please note that Clearpay is only available if your billing address is in the United Kingdom.

You will own your product once we have received payment in full.

You can pay for your order in full at the time of ordering, or we offer the ability to stage your payments using Klarna or Clearpay.

By using either Karna or Clearpay you are entering into a separate contract with either Karna or Clearpay separate to these terms. Please make sure you read Karna or Clearpay’s terms before you agree to them.

When you select either Karna or Clearpay as your payment option, you will be directed to login to your Clearpay or PayPal account, where you can follow the on-screen instructions, before being returned to the Inoveight checkout page to complete your order.

All information regarding your payment will be contained in your Klarna or Clearpay account if you use either provider.

You can find and purchase gift cards at any INOV8 store or on our website. Our gift cards are redeemable on our website and in all INOV8 stores.

Gift cards may be redeemed for products only and may not be exchanged for cash. Any products returned which are purchased using a gift card will be refunded onto a gift card and will not be refunded in cash.

You cannot use a gift card to purchase INVO8 gift cards.

We cannot re-issue lost, stolen, mislaid or damaged gift cards.

We offer gift cards, but these can only be used to purchase goods for us and will not be redeemable in cash.

If you see a banner for a discount code on our website or we send you a discount code via email, you can apply the code in the "discount code" box on the checkout page. We reserve the right to withdraw discount codes at any time and discount codes may not apply to all products we sell and may not apply to discounted or sale products.  

Delivery will be to the UK, Australia or Canada. Your expected delivery timescale will be confirmed at checkout when placing your order, depending on the delivery method chosen. If multiple items are ordered, we may split these items into separate parcels and you may receive these at different times. We only do this to prevent higher delivery costs for the dimension and/or weight of the parcel, or if one or more items in your order are ready to be packed and shipped to you before another item in your order.

United Kingdom Delivery:

We use DPD for all orders delivered within the UK.

You only deliver to the UK, Australia, Canada, Norway and Switzerland. There may be additional taxes and fees if we deliver to Australia, Canada, Norway and Switzerland and these will be your responsibility and are not included in the price of your goods.

Australia, Canada, Norway and Switzerland Delivery:

All deliveries to Australia, Canada, Norway and Switzerland will be delivered by DHL and additional taxes, fees or levies may apply according to local legislation. Recipients of deliveries made to Australia and/or Canada, Norway and Switzerland may have to pay import duty or formal customs entry fees. Any customs or import duties are charged once the products reach the destination country and these charges are your responsibility and must be paid by the recipient. We have no control over these charges and cannot tell you what the cost would be as customs policies and import duties vary.

There may be delays when delivering products to Australia, Canada, norway and Switzerland due to customs or other shipping delays as well as additional customs fees which will be your responsibility.

If our supply of your product is delayed by an event outside our control, such as stock shortages or delays, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at enquries@inov8.com to end the contract and receive a refund for any products you have paid for, but not received.

We do not accept any liability or responsibility for delays caused by our delivery partners or any customs delays when products are delivered to Australia, Canada, Norway and/or Switzerland.

Any delays which we cannot control will not result in any compensation payable by us to you.

A product's true colour may not exactly match that shown on your device or its packaging may be slightly different.

Your legal right to change your mind.

For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below. You have 14 days to change your mind for online sales. You will pay the costs of return.

Our goodwill guarantee.

In addition, to your legal rights, it is important to us that you are delighted with all our products, and they work as hard as you do. If there is any reason why you are not completely satisfied with any product. This guarantee is in addition to and does not affect your statutory rights. We, offer our customers a goodwill guarantee for most products bought online, which is more generous than your legal rights in the ways set out below.

How our goodwill guarantee is more generous.

30 days to change your mind if you are not 100% satisfied with your purchase, however you bought the product. You pay the costs of return.

Legally, you have 14 days to change your mind about a product if bought online. As a goodwill guarantee we increase this to 30 days.

You can't change your mind about an order for products which have been worn or used by you beyond what is reasonably necessary to assess the products suitability and/or fit.

The deadline for changing your mind

If you change your mind about a product you must let us know no later than 30 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know

To let us know you want to change your mind, fill in the online form here. 

If you wear a pair of shoes outside of a carpeted area for the purposes of trying them on, you are not entitled to a refund.

We stand behind the quality of our products. Any product found to be faulty within the first 12 months following the date of purchase, will either be replaced, repaired or refunded and we will cover the costs of return, following evaluation by our Customer Services team. Faulty goods are classified as items that are received damaged or develop a manufacturing fault. Items damaged through general wear and tear are not classified as faulty. Returns are only accepted for items purchased directly from inov8.com with accompanying proof of purchase. This guarantee does not cover normal wear and tear, misuse or accidental damage and is conditional upon care instructions being followed. This warranty does not affect your statutory rights in any way.

To report a faulty product under this warranty please click here. 

We give you 12 months peace of mind that our products will not develop a fault and if they do, we either provide you with a refund or replacement.

Normal wear and tear are defined as the wearing down of the sole or upper units of a shoe, while only wearing it for its intended use. Let's say you purchased one of our road shoes and you're a triathlete who logs over 70 miles per week. While most of our road models can get you as many as 600 miles or more during the life of the shoe, chances are, once you've hit that threshold, the shoes have undergone some substantial "wear and tear." This would fall outside of our 12 month warranty.

The GORE-TEX® guarantee is for the lifetime of the product. Normal wear and tear or damage which has been inflicted on the product due to inappropriate use or incorrect care, are excluded from this guarantee. The product life cycle can be defined as anywhere from 6 months and up, depending on the use of the product. REMEMBER, if water makes it over the cuff of the shoe, GORE-TEX® is rendered useless. The membrane is designed to keep out moisture that falls below the top of your shoe. This does not affect your statutory rights. This warranty is provided and processed by GORE-TEX®. 

There will be a charge per return when returning products to us through the Rebound portal. This charge is dependent on the courier you choose to return your product. Up to date return prices can be found here. This charge will be deducted from your refund once we have processed the return, unless the return is made under our 12 month warranty (as set out above).

Once you have followed the required steps on the ReBound portal, you will be provided with the option to return your order using one of the below return options:

UK Customers:

• Royal Mail: Drop off - No Printer Required;
• Evri: Drop off - No Printer Required;
• Evri: Drop off - Printer Required;
• Royal Mail: Drop off - Printer Required; and
• Royal Mail - Parcel Collect

Canadian Customers:

• Landmark Tracked Post: Drop off – Printer Required 
• Landmark Tracked Post: Drop off – No Printer Required; and 
• Landmark Tracked Post: Parcel Collect 

Australian Customers:

• Australia Post: Drop off – Printer Required 
• Australia Post: Drop off – No Printer Required; and 
• Australia Post: Parcel Collect 

Norwegian Customers:

• PostNord Drop Off Untracked  

Swiss Customers:

• Swiss Post (Economy)

If you select a ‘no printer required’ option, just scan your QR code which appears on screen at the returns portal instore and follow the instructions on the screen. If you select a ‘printer required’ option, please make sure your at home printer is working accordingly before proceeding. 

When you use ReBound, Your return will be subject to the ReBound terms and conditions.

Please allow up to 14 days for your returned parcel to reach us. We’ll send you an email as soon as your refund has been processed.

We know it is time consuming to return a product bought online. To make this process as simple as possible we use Rebound for all our online returns.

Please allow up to 14 days for your returned parcel to reach us. We’ll send you an email as soon as your refund has been processed.

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

We can reduce your refund if the product is not returned in the same state as you received the product from us, including the packaging.

If you return an order paid for using Klarna or Clearpay, you will need to notify Klarna via https://www.klarna.com/uk/customer-service/how-do-i-return-my-order/ or Clearpay https://help.clearpay.co.uk/hc/en-gb/articles/900005336103-How-do-refunds-work-at-Clearpay

If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

We refund you to your original payment method within 14 days.

If you think there is something wrong with your product, you must contact us through our warranty portal. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. 

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, then you can get a refund.
• Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
• Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

You have legal rights if products are not as described, fit for purpose and of satisfactory quality.

Changes we can always make

We can always change or withdraw a product to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

We can suspend supply (and you have rights if we do).

We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product.

We contact you in advance to tell you we're suspending supply, of a product you have ordered or we adjust the price we'll refund any sums you've paid in advance for products you won't receive or the price of which has changed.

We can change, suspend or withdraw products if required by law or to improve them for our customers. You will not be charged, or we will refund you if we suspend supply after your have paid for a product.

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• you don't make any payment to us when it's due;
• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example a correct delivery address;
• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us.

We may end our contract with you if you do not make a valid payment or fail to provide information needed for us to supply a product to you.

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We specifically do not accept liability for the following:

• any errors and/or omissions contained in our website or any website which we link to (please see our website terms of use); 
• any change to information, prices, specifications and descriptions of listed goods, products and services; 
• any error discovered in the price of the goods that you have ordered. We will inform you as soon as possible if this should happen. We shall be under no obligation to fulfil an order for a product that was advertised at an incorrect price. You will be informed of the correct price of the product mispriced by us. You may re-order it if you wish. If you have already paid for the goods in the circumstances described in this clause, we shall refund the full amount within 30 days of the date of order; 
• any delays in delivery due to any acts or omissions of our delivery partners or customs or international delivery delays (as set out in Delivery above); and 
• Although you can rest assured that we have taken all measures to prevent internet fraud and ensure any data collected from you is stored as securely and safely as possible, we cannot no not accept liability in the very unlikely event of a breach in our secure computer servers.

We may end our contract with you if you do not make a valid payment or fail to provide information needed for us to supply a product to you.

How we use any personal data you give us is set out in our Privacy Notice:  https://www.inov8.com/legal/privacy-and-cookies

We may end our contract with you if you do not make a valid payment or fail to provide information needed for us to supply a product to you.

Our Complaints Policy

Our Customer Service Team will do their best to resolve any problems you have with us or our products and you can make a compliant by using the following link enquiries@inov8.com.

Resolving disputes without going to court.

Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you're not satisfied with the outcome you can still go to court.

You can go to court.

These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

We hope you never need to make a complaint or bring any action against us, but if you do, we want you to understand how to do so and we take all complaints very seriously. 

Firstly, we hope we can resolve all complaints or issues without needing to take further action. In the extremely rare circumstance that you feel further action is needed we set out your options in terms of alternative dispute resolution (a legal process outside of court) as well as formal court action

We can transfer our contract with you, so that a different organisation is responsible for supplying your product.

We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. 

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply.

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later.

We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

We can price match most of our products sold on third party retailers’ websites, including discounts, but we are unfortunately not able to price match new season products that have been massively reduced by a retailer.

If you see the price of a product drop on our site or you see it cheaper with another retailer within 7 days of receiving your order, give us all the details, including link to the product, via the live chat, and one of the Consumer Care team will look into it and refund the difference if possible. If you let us know more than 7 days after the receipt of your order, we won't be able to match the price.

Exclusions apply, including, but not limited to daily deals, one off promotions and sale items on our third party retailers’ websites.

• We match against the current price of our retailer's product, so it is best to have details to hand before you contact us
• We only price match against websites from retailers based in the UK and USA, selling INOV8 products
• The product on our retailer's site needs to be exactly the same as the one you have purchased, including colour and size.
• The product must be available to order and pay for that same day, no pre-orders
• We don't price match against marketplaces such as Amazon and eBay, and will only price match against brand new products, sadly no seconds