What the On Cloud Warranty Covers and What It Doesn’t

The On Cloud warranty covers defects in manufacturing and materials, and when On accepts a claim, it replaces the shoes at no cost. It does not cover normal wear and tear, fit problems, misuse, or modifications, and every claim is reviewed individually.¹

What Counts as a Covered Defect

On’s limited warranty applies to “defects resulting from production or material errors.” In practice, that means problems like a sole separating from the upper shortly after purchase, stitching coming undone without abuse, or foam collapsing far sooner than it should under normal use. The remedy for an accepted claim is a free replacement product.¹

What On Won’t Cover

On excludes several categories from warranty coverage:

Normal wear and tear, meaning gradual breakdown of outsoles, cushioning, or uppers from regular use.
Wrong fit. Shoes that are the wrong size or feel uncomfortable are not treated as defective.
Exceeded lifespan. On says a product’s expected life depends on the model, materials, and how heavily the shoes are used, and deterioration past that point is not a warranty issue.
Improper use or negligence, including using the shoes in ways they were not designed for.
Any modifications to the product, which void the warranty.

On also states that product descriptions, images, and videos on its website do not amount to a guarantee of specific properties.¹

How Long You Have To Claim

On does not publish a fixed warranty length. The company ties the period to “statutory regulations,” so the minimum depends on where you bought the shoes.¹ In the European Union, consumers are entitled to at least a two-year legal guarantee on faulty goods regardless of any shorter commercial warranty.² In the United States, the Uniform Commercial Code gives you generally four years from the date of purchase to file a breach-of-warranty claim, though that is a deadline for suing rather than a promise about how long the shoes should last.³

How To File a Claim

All claims go through On’s warranty claims page on its website. You log into an On account and complete a complaint form that includes proof of purchase and evidence of the defect, usually photos. On then assesses the claim case by case.⁴

Shoes bought from an authorized retailer still go through On’s own form. Create an On account, upload your retailer receipt as proof of purchase, and submit. The form does not send you back to the retailer.⁴

Claims cannot be transferred. You need to be the original purchaser, or the person on the account that made the purchase.¹

Warranty Is Not the Same as the Return Window

If your shoes are unworn and you simply changed your mind, you want the return policy, not the warranty. On accepts returns of products bought directly from the company within 30 days of delivery, provided items are in new condition and original packaging, and covers return shipping in most countries.⁵ The warranty takes over after you have worn the shoes and a manufacturing or material defect appears. Past 30 days, with a genuine defect, the warranty claim is the route.

Where Claims Get Denied

The friction point between On and buyers is the line between a covered defect and excluded normal wear. A class action filed in October 2025 shows the dispute. Two plaintiffs allege that several Cloud models with CloudTec cushioning develop a loud, persistent squeak caused by rubber friction in the outsole, sometimes within days of first use. According to the complaint, On refused to address the problem under warranty, treating the squeak as normal wear and tear.⁶⁷

Beyond squeaking, buyers in the litigation report outsole pod cracking within weeks, midsole foam collapse within months, upper mesh separation, and sole delamination on the Cloud 5 and other models. Plaintiffs allege these are systemic design and manufacturing issues and that On has denied refunds or replacements in many cases.⁸ The case, Bologna et al. v. On Inc., is pending in the U.S. District Court for the District of Oregon, with no settlement or class certification reported as of early 2026.⁹ On has said it does not comment on ongoing legal matters. If your own claim gets denied, that denial is On’s position, not the last word.

Rights You Have Outside On’s Written Warranty

In the United States, the Uniform Commercial Code creates an implied warranty of merchantability on nearly every consumer product sold. It guarantees the product is fit for its ordinary purpose whether the seller says so or not.³

The Magnuson-Moss Warranty Act adds a second layer. Because On offers a written warranty, it cannot disclaim implied warranties altogether. A company offering a “limited” warranty may restrict the duration of implied warranties to match its own warranty period, but it cannot eliminate them. The Act also lets consumers who win a breach-of-warranty suit recover attorney’s fees and court costs, which makes individual claims more practical to bring.³

In the European Union, the minimum legal guarantee is two years. If a product does not match its description, is not fit for its standard purpose, or lacks the quality normal for similar products, the seller must repair or replace it at no charge, and a commercial warranty cannot cut those statutory rights.²

1
On. Terms and Conditions – Warranty Policy
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Your Europe. Consumer Guarantees
3
Federal Trade Commission. A Businessperson’s Guide to Federal Warranty Law
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On. Warranty Claims
5
On. Returns and Exchanges
6
CBS News. On Inc. Sued in Class Action Lawsuit Over Squeaky CloudTec Sneakers
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Top Class Actions. Class Action Alleges On Cloud Shoes Have Defect That Causes Them To Squeak
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Footwear News. On Class Action Lawsuit Over Squeaky Cloudmonster Sneakers
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ClassAction.org. On Cloud Class Action Lawsuit Filed Over Alleged Squeaky Sneaker Design Defect