Bought something from Adidas that broke too soon?
We’ll help you check if it’s still under warranty and submit a claim that gets taken seriously.
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What does Adidas's warranty cover?
- Coverage applies to footwear, apparel, and accessories against manufacturing and material defects.
- Assessment is case-by-case under Australian Consumer Law (ACL).
- Typical remedies: replacement or refund; repairs are rare for clothing/footwear.
- Commonly honoured timeframe for shoes: ~6 months from purchase, but ACL can extend beyond if lifespan expectations aren’t met.
- Examples of covered faults: sole separation, stitching failures, faulty zippers, defective straps on bags.
- Extended warranties apply only to specific high-value hardware (e.g., Adidas watches) as stated in product info.
How to claim a warranty with Adidas
- Prepare proof of purchase – receipt, invoice, or online order confirmation.
- Contact Adidas customer service:
- Phone: +61 2 7256 9046 (Mon–Fri 8am–6pm, Sat 8am–5pm AEST)
- Email: service@onlineshop.adidas.com.au
- Live Chat via adidas.com.au
- In-store: bring item and receipt.
- Phone: +61 2 7256 9046 (Mon–Fri 8am–6pm, Sat 8am–5pm AEST)
- Provide details – order number, product code, description of defect, photos of fault, label/tag, and full product shot.
- Follow Adidas’ instructions – may include sending item via prepaid return label or processing in-store.
- Resolution – replacement or refund once the fault is confirmed. Refund to original payment method or replacement with free shipping.
Exclusions & limitations - when Adidas's warranty doesn't apply
- Normal wear and tear (e.g., worn-out soles after heavy use).
- Misuse or improper care (e.g., ignoring care instructions, using products outside intended purpose).
- Accidental damage (spills, cuts, pet damage).
- Fit or comfort issues after use.
- Third-party modifications or alterations.
- Excessive time lapse since purchase (especially over ~6–12 months).
- International purchases – must claim in the region of purchase.
- No proof of purchase – claim may be declined.
Required documentation for Adidas warranty claims
- Proof of purchase (receipt, invoice, or online order email).
- Product code/label (inside shoe tongue or garment tag).
- Photos:
- Close-up of defect.
- Photo of label/tag with product info.
- Full product shot.
- Close-up of defect.
- Clear written description of the issue.
- Return authorisation paperwork if issued by Adidas.
How long does the warranty claim process take with Adidas?
- Immediate – same-day resolution for in-store clear defects.
- 1–2 business days – Adidas online responds to email/chat.
- 7–14 days – common turnaround for inspection and resolution once product is returned.
- Delays possible – during peak seasons or complex cases.
- Refunds typically take 1–5 business days to appear after processing. Replacements ship standard delivery (3–7 days).
Adidas cases submitted through Ajust
Recent Adidas customer warranty experiences
Positive – Sneakers with sole separation were replaced promptly following a photo submission and prepaid return.
Negative – A claim was denied after staff confused the return policy with warranty.
Goodwill case – Online customer service followed up persistently when a store delayed a response, leading to a resolution.
Official Adidas Warranty Policies & Support Links
- Adidas AU – Damaged or Defective Product Policy
- Adidas AU – Contact Customer Service
- Email: service@onlineshop.adidas.com.au
- Phone: +61 2 7256 9046
- Adidas AU – Returns Policy
- Australian Consumer Law – ACCC Guide
Adidas Warranty FAQs
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.