Bought something from

New Balance

that broke too soon?

New Balance Australia stands behind the quality and craftsmanship of its footwear, apparel, and accessories. All genuine New Balance products purchased from authorised Australian retailers or the official New Balance website are covered under Australian Consumer Law guarantees.

That means if your product develops a manufacturing defect or is not of acceptable quality, you’re entitled to a repair, replacement, or refund, depending on the issue.

Here’s what’s covered:

• Manufacturing & workmanship defects: Issues such as sole separation, stitching failure, glue delamination, or fabric tearing under normal use.
  
  
• Material faults: If a product’s material fails prematurely (e.g., outsole peeling off within a few months), New Balance will provide a remedy.
  
  
• Product-specific warranties: Some performance footwear, such as select New Balance tennis shoes, feature a 6-month NDurance outsole guarantee. If the outsole wears through to the midsole within six months, New Balance will replace the shoes free of charge.
  
  
• Authorised purchases only: Warranty coverage applies to all New Balance products purchased from New Balance Australia, its website, or authorised Australian stockists.
  

There’s no fixed “one-size-fits-all” warranty period; New Balance evaluates claims based on what’s reasonable for the product’s expected lifespan. For example, running shoes that fail within a few weeks of light use clearly qualify, whereas those worn heavily for two years may be considered normal wear.

Exclusions: New Balance’s warranty covers genuine defects, not normal wear and tear, misuse, or accidental damage.

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.