Still waiting on a

New Balance

refund?

New Balance Australia offers one of the most generous return policies in the sportswear category - a 60-day return window for online purchases. If you’re not satisfied with your order, you can return most items within 60 days of receiving them for a full refund.

To qualify:

• Items must be unworn, unwashed, and in original condition.
  
  
• You must include the original box or packaging, with all tags intact.
  
  
• You’ll need proof of purchase (such as your order confirmation or packing slip).
  
  

🚫 Exclusions

• Items marked “final sale” or “no returns” on the product page.
  
  
• Gift cards (non-refundable).
  
  
• Customized or limited-edition items, unless faulty.
  
  

If your product arrives damaged, defective, or incorrect, you’re always entitled to a refund or replacement under Australian Consumer Law, even beyond 60 days.

💡 Tip: Keep your packaging and paperwork until you’re sure about keeping your purchase. New Balance’s system makes returns easy when everything’s intact.

New Balance has streamlined the return process so you can get your refund quickly and for free.

🖥️ Online Returns

1. Visit the Returns Portal
   
   
   • Go to the New Balance Returns Portal via the website.
     
     
   • Enter your order number and email address to start your return.
     
     
   • Print your prepaid Australia Post label (return shipping is free).
     
     
2. Pack Your Item
   
   
   • Place the product in its original box or packaging.
     
     
   • Include a copy of your order confirmation or packing slip.
     
     
   • Don’t tape labels directly to the shoebox. Use a satchel or outer box.
     
     
3. Send It Back
   
   
   • Drop off the parcel at any Australia Post office or drop box.
     
     
   • Keep the tracking number or receipt for reference.
     
     

🏬 In-Store Returns

Prefer face-to-face service?

• Take your online order to any New Balance retail store within 60 days.
  
  
• Bring your order confirmation as proof of purchase.
  
  
• The staff will inspect your items and process your refund immediately.
  
  

🔁 Exchanges

• Online: New Balance doesn’t offer direct exchanges by mail. Return the original item for a refund, then place a new order for your preferred size or style.
  
  
• In-Store: Exchanges are available if stock permits. Call ahead to confirm your size.
  
  

📞 Need Help?

Contact Customer Care for assistance:

• Phone: 1800 953 074 (Mon–Fri, 9am–5pm AEDT)
  
  
• Email: nbweb.cservice@newbalance.com
  
  

Customer Care can help if you can’t print a label, need courier pickup for bulky items, or are returning a faulty product.

Refunds are typically processed within 5–10 business days after New Balance receives your return.

Here’s what to expect:

• Inspection & Approval: 3–5 business days once your parcel arrives.
  
  
• Refund Processing: 1–3 business days after approval.
  
  
• Bank Posting Time: Up to 3 more days for funds to appear in your account.
  
  

In most cases, customers report getting their refund within a week. You’ll receive a confirmation email once the refund has been approved.

If you returned an item in-store, the refund is processed instantly. It may just take a couple of days to appear on your bank statement.

If it’s been over 10 business days since your parcel was delivered and you haven’t heard back, contact Customer Care with your tracking number to check the status.

🚫 Note: Initial shipping fees aren’t refunded unless the return is due to an error or faulty item.

Refunds go back to your original payment method.

• Credit/Debit Card: Refunded to the same card used for purchase.
  
  
• PayPal: Returned to your PayPal account.
  
  
• Gift Cards: Credited back onto the same card or a new digital voucher.
  
  
• Split Payments: Refunded proportionally to each method (e.g., part gift card, part credit card).
  
  

💡 Tip: Keep gift cards until you’re sure about keeping your items. Refunds for orders involving gift cards go back to them.

Cash refunds are only available for in-store cash purchases. Online refunds are processed electronically.

Here’s what can trip people up and how to avoid it:

• No Proof of Purchase: Always save your email confirmation or order number.
  
  
• Used or Damaged Items: Items must look new. Worn shoes or washed clothes won’t be refunded.
  
  
• Final Sale Products: Some limited editions and custom designs can’t be returned.
  
  
• Expecting an Exchange: Mail-in exchanges aren’t available; returns are refunded only.
  
  
• Slow Communication: If emails go unanswered, call directly. Remain persistent.
  
  
• Refund Amount Confusion: Shipping fees aren’t refunded for change-of-mind returns, and discounts apply only to what you paid.