What's covered under

New Balance

's warranty?

Claiming a warranty with New Balance Australia is easy and straightforward.

Step 1: Contact Customer Care

‍Reach out to New Balance Australia via one of the following methods:

• Email: nbweb.cservice@newbalance.com
  
  
• Phone: 1800 953 074 (Mon–Fri, 9am–5pm AEDT)
  
  
• Online form: Use the “Submit a request” option on the New Balance Support Page
  

Let them know you’d like to submit a warranty claim for a faulty product.

Step 2: Provide your purchase and product details‍

Include:

• Proof of purchase (receipt, order number, or invoice)
  
  
• Product description and size (e.g., “New Balance 860v12, Women’s US 8”)
  
  
• A clear description of the issue (e.g., “sole separating after one month of use”)
  
  
• Photos showing the defect (close-ups of damage, soles, product tag inside the shoe)
  
  

💡 Tip: Attaching all required photos upfront can speed up the review process.

Step 3: Follow New Balance’s instructions‍

Once they review your information, the support team will advise next steps.

• If the defect is obvious from photos, they may immediately approve a refund or replacement.
  
  
• If inspection is required, they’ll provide a prepaid return label for you to send the product back. Return shipping for warranty items is covered by New Balance.
  

Step 4: Receive your resolution

• If approved, you’ll receive a replacement or refund (to your original payment method).
  
  
• For in-store purchases, you can return to the store where you bought the item for faster processing. Staff are usually authorised to handle straightforward warranty issues on-site.
  

New Balance’s warranty focuses on manufacturing defects. Here’s what’s not covered:

• Normal wear and tear: Gradual deterioration (like worn soles or faded colours) from regular use.
  
  
• Misuse or abuse: Damage from using the product in unintended ways (e.g., melting shoes near a heater, overuse, or pet damage).
  
  
• Alterations or repairs: DIY fixes, cobbler repairs, or custom modifications void warranty coverage.
  
  
• Extended product age: Claims made long after a reasonable product life (e.g., worn shoes after years of use) are typically declined.
  
  
• Unauthorised sellers or second-hand purchases: Items bought from non-authorised retailers or resold online are not eligible.
  
  
• Cosmetic flaws: Minor imperfections that don’t affect performance (e.g., glue marks or colour variations).
  
  

In short, if your product failed early due to a clear manufacturing issue, you’re covered. But if the problem results from normal usage or mishandling, it’s outside warranty scope.

💡 Pro Tip: If your claim is denied and you believe the defect breaches Australian Consumer Law (i.e., the item didn’t last a reasonable time), you can politely reference your ACL rights. This often helps escalate borderline cases successfully.

Having your documentation ready ensures a fast and smooth claim.

What you’ll need:

• Proof of purchase: Receipt, order confirmation email, or invoice showing the purchase date and store.
  
  
• Product information: Model name or code (found on the product tag or packaging).
  
  
• Photographic evidence:
  
  
  • Defective area (close-up)
    
    
  • Product as a whole (to show wear level)
    
    
  • Inside label showing product code and size
    
    
• Your contact details: Full name, email, phone number, and address for correspondence or returns.
  
  
• Optional: Original packaging (useful if returning the product).
  
  

Special Case – NDurance Outsole Warranty:
If claiming under the 6-month tennis shoe outsole warranty, you’ll need to return the worn shoes for verification. After inspection, New Balance will issue a coupon code or replacement pair if the claim is approved.

Providing detailed documentation upfront reduces back-and-forth and speeds up resolution.

New Balance aims to resolve warranty claims quickly and transparently. Here’s what to expect:

• Initial response: Usually within 24–48 hours of submitting your claim.
  
  
• Evaluation: Once you send photos, the team reviews them promptly. For obvious faults, approval may happen immediately.
  
  
• Inspection (if required): If a return is needed, shipping and inspection may take 5–7 business days.
  
  
• Refund or replacement: After approval, refunds typically take 3–5 business days to appear in your account. Replacement products are dispatched within a few days, with tracking provided.
  

In total, most claims are fully resolved within 1–2 weeks, depending on shipping times.

For the NDurance 6-month outsole warranty, allow extra time for product return and inspection, roughly 2–3 weeks end to end.

💡 Tip: Keep your case number handy. If you haven’t received updates after a week, contact Customer Care to check your claim status.