Not sure if you can return your New Balance purchase?
Can you return an item to New Balance? Check eligibility first
New Balance Australia offers a 60-day return policy for most products, giving customers plenty of time to decide if their purchase is right for them.
✅ Eligibility Requirements
- Return within 60 days of receiving your order.
- Item must be unworn and in original condition, including packaging, labels, and tags.
- Proof of purchase (receipt or order confirmation) must be provided.
🚫 Exclusions
- “Final Sale” items are not eligible for change-of-mind returns (unless faulty).
- Third-party purchases (from other retailers) must be returned to the store where you bought them.
- Online orders can only be returned via mail or to official New Balance retail stores.
🔄 Exchange Policy
- Online: No direct exchanges are offered. You’ll need to return your item for a refund, then place a new order.
- In-store: Exchanges are available if your desired size or style is in stock.
🧾 Faulty or Incorrect Items
If your product is defective, damaged, or incorrect, New Balance will refund or replace it (even beyond the 60-day window) under Australian Consumer Law
How to return an item to New Balance
Returning your New Balance purchase is quick and cost-free. Follow these steps:
1. Start Your Return Online
- Visit the New Balance Returns Portal.
- Enter your order number and email to register the return.
- You’ll receive a free prepaid Australia Post label via email.
2. Pack Your Item
- Ensure the product is unworn and in original packaging.
- Place it securely inside a shoebox or satchel with your order slip or order number.
- Use extra padding if needed to prevent damage during shipping.
3. Send It Back
- Attach the prepaid label to the parcel.
- Drop it off at any Australia Post location or return box.
- Keep your tracking number to monitor delivery progress.
4. Return In-Store (Optional)
- You can also return online purchases at an official New Balance store.
- Bring your order confirmation as proof of purchase.
- Store staff will inspect your item and process your refund to the original payment method.
5. Get Confirmation
- Once New Balance receives your return, they’ll email you to confirm it’s being processed.
💬 Need help?
Contact Customer Care:
📞 1800 953 074 (Mon–Fri, 9am–5pm AEDT)
📧 nbweb.cservice@newbalance.com
New Balance return timeframes and item conditions
⏱ Timeframe
You have 60 days from the delivery date to initiate a change-of-mind return. After this, returns are accepted only for faulty or incorrect items.
🧤 Condition Requirements
- Items must be unworn, unwashed, and undamaged.
- Tags and packaging must be intact.
- Shoes should be tried on indoors on carpet to avoid sole marks.
New Balance may refuse returns that show wear or damage.
🧾 Proof of Purchase
- Include your order number or receipt with your return.
- In-store returns require showing your order confirmation email.
⚙️ Faulty Items
If your item is faulty, damaged, or incorrect, New Balance will handle it outside the standard policy:
- Contact support and provide photos of the defect.
- They’ll arrange a free return and replacement or refund.
Who pays for New Balance return shipping?
🚚 Free Return Shipping
New Balance provides free return shipping for all Australian orders. Use the Australia Post returns portal to generate your prepaid label — no postage fees apply.
🏬 Free In-Store Returns
In-store returns are also free and processed instantly. Just ensure the product meets return conditions.
⚠️ Non-Refundable Costs
- Original delivery fees are not refunded for change-of-mind returns.
- If your item was faulty or incorrect, delivery fees will be refunded.
🌏 International Returns
Free returns apply within Australia only. If you’re outside Australia, contact Customer Care for specific instructions (return shipping may vary).
✅ Tip: Always use the official prepaid label to ensure your return is tracked and free.
New Balance refunds after a return - how and when you’ll get your money back
💳 Refund Method
Refunds are always processed back to your original payment method:
- Credit/debit cards → credited directly.
- PayPal → refunded to your PayPal account.
- Afterpay → refund applied via Afterpay (future payments canceled).
- Gift cards → refunded to a new New Balance gift card.
⏱ Processing Time
- Refunds are usually completed within 5–10 business days after New Balance receives your return.
- You’ll get an email notification once the refund has been processed.
- Banks and payment providers may take an extra 2–3 days to release the funds.
💰 Refund Amount
- You’ll receive a full refund for eligible items.
- Original shipping fees are not refunded for change-of-mind returns but are refunded for faulty items.
- No restocking fees apply.
📩 Follow-Up
If your refund hasn’t appeared within 10 business days, contact Customer Care with your order and tracking details.
New Balance cases submitted through Ajust
Customer experiences with New Balance returns
Smooth Returns Experience: A customer shared on Reddit that free shipping and returns made it stress-free to try different shoe sizes. They dropped their return off at the post office, and the refund arrived in under a week.
Condition Matters: One reviewer said New Balance denied a return because the soles had dirt marks after trying the shoes outdoors.
Refund Delays Clarified: A few buyers reported waiting slightly longer than expected for refunds. In all cases, Customer Care confirmed refunds were processed and delays were due to banks or shipping.
New Balance Return FAQs
Official New Balance Returns Resources & Links
- 📘 New Balance Returns Policy – Full terms, FAQs, and eligibility details.
- 📦 Australia Post Returns Portal – Generate your free prepaid return label.
- 📞 Customer Care: 1800 953 074 (Mon–Fri, 9am–5pm AEDT)
- ✉️ Email: nbweb.cservice@newbalance.com
- 🏬 Store Locator – Find your nearest New Balance store for in-person returns.
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.