On Cloud Warranty: Coverage, Claims & Exclusions
Swiss-engineered running shoes aren’t cheap, so knowing where you stand when a defect appears matters. An on cloud warranty covers manufacturing defects in materials and workmanship — with On Running backing its shoes with a 24-month warranty honored through its official warranty claims portal. This guide explains what’s covered, what’s excluded, and how to file a claim that gets approved.
Quick Answer: On Cloud Warranty at a Glance
On Running warrants its footwear against manufacturing defects, with a 24-month warranty widely honored across authorized retailers. If your On Clouds develop a defect in materials or workmanship — a separating sole, failed stitching, a broken eyelet — file a claim through On’s warranty claims portal with proof of purchase and photos. Normal wear and tear, misuse, and improper care are not covered.
| Question / Feature | Policy Rule |
|---|---|
| Warranty period | 24 months (manufacturing defects in materials and workmanship) |
| What’s covered | Sole separation, stitching failure, eyelets pulling out, other factory defects |
| What’s NOT covered | Normal wear and tear, misuse, improper care, accidents |
| Proof of purchase | Required — keep your receipt or order confirmation |
| How to file a claim | On’s warranty claims portal (customerservice.onrunning.com) with photos |
| Resolution | Replacement or remedy at On’s determination after review |
| Returns (separate) | 30-day return policy — distinct from the warranty |
| Where to buy | On Running or authorized retailers (unauthorized sellers not covered) |
| Transferable | No — warranty extends to the original purchaser |
Official Policy Verification & Source Check
Official policy source: https://www.on-running.com (official warranty claims portal: customerservice.onrunning.com)
Source type: Official warranty claims process & published warranty terms
Last checked: October 2026
Confidence level: High
Important notes: The 24-month term is consistently published by authorized retailers; On’s portal is the authoritative channel for filing.
How We Check This Policy: We verified the 24-month warranty term across On’s official warranty claims portal references and authorized retailer listings, and checked the claim flow itself. Where On doesn’t publish a detail (exact resolution timelines), we say so rather than guessing.
What the On Cloud Warranty Covers
An on cloud warranty claim succeeds when the problem is a factory defect, not mileage. Classic covered defects: soles separating from the upper, stitching coming undone, eyelets pulling out, tongues detaching, and premature midsole breakdown that goes clearly beyond normal wear. If the shoe failed because of how it was made, it’s a warranty issue.
The 24-month window is generous for running shoes — many brands offer only 12 months. It runs from your purchase date, which is why keeping the receipt or order confirmation matters. Buy from On directly or an authorized retailer; pairs from unauthorized sellers fall outside the on cloud warranty.
What the On Cloud Warranty Does Not Cover
Know the line between defect and wear before you file:
- Excluded Normal wear and tear. Worn-out tread, faded uppers, and cushioning that compressed over hundreds of kilometers are wear, not defects.
- Excluded Misuse and accidents. Damage from sports the shoe wasn’t designed for, impacts, or neglect isn’t covered.
- Excluded Improper care. Machine-washing shoes or drying them with heat can void coverage for the resulting damage.
- Excluded Sizing and comfort issues. “Too narrow” or “runs small” is a fit question for the 30-day return window, not a warranty claim.
- Excluded Unauthorized sellers. Pairs bought outside On and its authorized retail network aren’t covered.
- Excluded Second owners. The warranty extends to the original purchaser only and doesn’t transfer on resale.
How to File an On Cloud Warranty Claim
On routes warranty claims through its dedicated portal rather than general customer service:
- Document the defect. Take clear, well-lit photos showing the exact problem — sole separation, broken stitching, or whatever failed.
- Gather proof of purchase. Have your receipt or order confirmation ready; the portal will ask for it.
- Submit the claim online. Go to On’s warranty claims portal (linked from on-running.com customer service) and complete the form with your photos and purchase details.
- Wait for On’s review. The warranty team assesses whether the issue is a manufacturing defect. If they need the shoes physically, they’ll give you return instructions.
- Receive the resolution. Approved claims are resolved at On’s determination — typically a replacement pair.
Tip: describe the defect factually (“the outsole separated from the upper after two months”) rather than diagnosing the cause. Clear photos of the failure point do most of the persuading.
On Cloud Warranty vs. 30-Day Returns
Don’t confuse the two. The 30-day return policy covers change-of-mind and fit issues on unworn or lightly tried shoes — that’s a return, not a warranty claim. The on cloud warranty covers manufacturing defects for 24 months. If your shoes are a month old and the sole is peeling, that’s warranty territory; if they’re simply too tight on day three, that’s a return.
- Keep the receipt. Unlike some brands, On requires proof of purchase — save the order email.
- Photograph early. Snap the defect the day you notice it; progressive damage is harder to prove later.
- Buy authorized. On direct or authorized retailers only — marketplace gray-market pairs aren’t covered.
- Don’t machine-wash. Heat and agitation damage looks like misuse and can sink a valid claim.
- File inside 24 months. The clock runs from purchase date, so don’t sit on a defect.
On Cloud Warranty FAQs
How long is the On Cloud warranty?
24 months from the purchase date, covering manufacturing defects in materials and workmanship. Keep your receipt — the period runs from when you bought the shoes.
Does the On Cloud warranty cover worn-out soles?
No. Outsole tread wear from running is normal wear and tear, not a defect. The warranty covers factory faults like premature sole separation or stitching failure.
Do I need proof of purchase for an On warranty claim?
Yes. On requires proof of purchase, so keep your receipt or order confirmation. Claims without it are much harder to get approved.
How do I file a warranty claim for On Cloud shoes?
Submit it through On’s official warranty claims portal with clear photos of the defect and your proof of purchase. On’s team reviews the case and issues return instructions if they need the shoes.
Does On replace or refund defective shoes?
Approved claims are resolved at On’s determination — typically with a replacement pair. The exact remedy depends on the case and availability.
Is the On Cloud warranty transferable?
No. Like most footwear warranties, it extends to the original purchaser only. Secondhand pairs aren’t covered.
What’s the difference between On returns and the On Cloud warranty?
Returns (30 days) handle fit issues and change-of-mind on new shoes. The warranty (24 months) handles manufacturing defects. A tight shoe on day three is a return; a peeling sole in month two is a warranty claim.
Are On shoes bought on sale covered by warranty?
Yes. The warranty follows the product, not the price — sale pairs from On or authorized retailers carry the same 24-month defect coverage.
Does the On Cloud warranty cover shoes from unauthorized sellers?
No. Buy from on-running.com or an authorized retailer. Pairs from unauthorized or gray-market sellers fall outside warranty coverage.
What should I do if my On warranty claim is denied?
Ask On’s support team to explain the reason — sometimes extra photos or purchase documentation reopens the case. If the issue is wear rather than defect, the 30-day return window (if still open) is the alternative path.
Conclusion
An on cloud warranty gives you a solid 24 months of protection against manufacturing defects — double what many running brands offer. The keys to a successful claim are simple: buy authorized, keep the receipt, photograph the defect, and file through On’s official portal.
The honest limits: wear and tear is never covered, the warranty isn’t transferable, and you’ll need proof of purchase. But for genuine factory defects, On’s process is straightforward. File your claim at on-running.com and check the official warranty terms before you submit.
Related Warranty Guides
Check the Latest Official Manufacturer Warranty Before You File
Warranty coverage periods, required proof-of-purchase documents, eligible defect categories, and claim handling times vary by region, model, and authorized seller. Always check the official manufacturer’s latest support portal before filing a claim to confirm your product's eligibility.