Bought something from Adidas that broke too soon?
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
The sneakers I bought a few months ago started wearing out far too quickly, which really surprised me since Adidas has always been reliable for me. I just wanted a simple replacement or refund, but it’s been frustrating trying to get help for something that clearly shouldn’t happen this soon. - Goda
I bought sneakers and wore them the same day, but after washing them once, they started splitting at the front. The store refused to help, saying the box wasn’t new and blaming me for the damage. It’s so unfair when a new pair can’t even last a few wears. - Asnath
My Gazelle shoes barely lasted six months with light use before the soles wore through completely. I expected better quality for the price and feel really let down that such a premium brand couldn’t back up its durability. - Paul
I paid $440 for Copa Pure boots and within weeks they were falling apart. Both Adidas and the retailer brushed me off even though it was clearly a defect. It’s disappointing when a brand with this reputation won’t take responsibility for faulty gear. - David
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
What does the Adidas warranty cover in Australia?
Adidas covers manufacturing and material defects in footwear, apparel, and accessories under Australian Consumer Law. This includes faults like sole separation, stitching issues, or faulty zippers. Coverage is typically around six months but can extend if a product fails earlier than expected. Refunds or replacements are the most common remedies, and repairs are rare for clothing or shoes.
How do I submit an Adidas warranty claim?
Start by gathering proof of purchase and product details, including photos of the fault. Then contact Adidas via phone, email, live chat, or in-store. Once reviewed, Adidas will usually provide a prepaid label or handle it in-store. Approved claims result in a replacement or refund to the original payment method, with shipping covered by Adidas.
What’s excluded from Adidas’s warranty coverage?
Adidas doesn’t cover normal wear and tear, misuse, accidental damage, or comfort issues. Claims also won’t be accepted for modified items, excessive age (typically over 6–12 months), or missing proof of purchase. International purchases must be claimed in their original region. Following care instructions helps prevent issues that might void your warranty.
How long does the Adidas warranty process take?
Simple in-store resolutions can be same-day, while online cases typically take 7–14 days once the product is returned. Adidas usually responds within 1–2 business days to emails or chats. Refunds are processed within five days, and replacements ship within a week. Complex or peak-season claims may take longer but follow clear case tracking.
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.