Returns

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 

Please note for hygiene reasons, we are unable to accept returns for the below items unless there is a genuine manufacturing fault for which we will offer a full refund online.

What can't I return for a change of mind?

• Drink Bottles
• Yoga Matt
• Mouthguard
• Swimming goggles
• Swimwear
• Swimming caps
• Sweatbands
• Face masks
• Underwear
• Fitness hardware (Resistance bands/foam rollers)

3 CONDITIONS FOR A SUCCESSFUL RETURN

Shoes must be returned in their original, undamaged shoebox.  Do not attach return labels directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please use either the original postage bag or an inside-out plastic shopping bag to protect the shoe box during transit.*
*We reserve the right to reject any returns that do not meet these requirements.

RETURN OPTIONS

Exchanges

All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

Online conditions

• Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
• Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
• Online purchases using Afterpay can be returned online or in-store. 

Cost of returns

The returns shipping fee is $10 paid for in the Returns Portal.

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Refunds

Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.

Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

Faulty items

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments.

If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

If this is the case, please refer to our Online Faulty Assessment process here.

This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30  days of receipt where the products are in new, unworn with tags attached and in their original packaging.

 3 conditions for a successful return:

• Item(s) were purchased in the last 30 days and proof of purchase can be provided.
• Item(s) must be unworn & undamaged with original tags attached.
• Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box. 

Please note for hygiene reasons, we are unable to accept returns or exchanges for the below items unless there is a genuine manufacturing fault for which we will offer a full refund online.

What can't I return or exchange for a change of mind?

• Drink Bottles
• Yoga Matt
• Mouthguard
• Swimming goggles
• Swimwear
• Swimming caps
• Sweatbands
• Face masks
• Underwear
• Fitness hardware (Resistance bands/foam rollers)

In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time. All item(s) must be physically returned in-store.

Exchanges & store credit

In-store purchases that are eligible for an exchange and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

You can refer to our In-store Faulty Assessment process here.

We're so sorry to hear that your item is faulty. 

You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments. If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to the store. Alternatively, if you cannot make it to a store, you can lodge a faulty claim through our Returns Portal where it'll be reviewed by our PIVOT Team Players. Follow the below steps to lodge a faulty claim request:*

Step 1: Head to our Returns Portal
Step 2: Follow the steps and select your reason for return (faulty goods)
Step 3: Hit submit. Our PIVOT Team Players will review your claim
Step 4: If approved, you'll be sent a follow-up email with further details

*Please do not send the faulty product back without contacting us first.

* Proof of purchase is required to initiate a Faulty Assessment. 

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

• offer an exchange for the same item
• offer an exchange for a different size
• offer a full refund (depending on the payment method)
• disagree that there is a genuine manufacturing fault and therefore not process the return.

If your item(s) prove defective within their warranty period, we'll provide a refund or replacement in-store, or a full refund online. Please note, wear and tear defects are not considered manufacturing faults.*

Warranty period

Plastic goods: 1-month warranty

• swimming goggles
• mouth guards
• drink bottles
• swimming caps
• yoga mats
• resistance bands
• foam rollers

Fabric items: 3-month warranty

• sweatbands
• swimwear
• facemasks
• underwear

If your item(s) meet the below criteria, then we will offer a refund online or refund/exchange in-store.

Warranty conditions

• The product is faulty or is not of acceptable quality
• The product is not fit for its intended purpose
• The product does not match the sample or our description

Note: This does not cover normal wear and tear, improper care, improper use, or the natural breakdown of materials over extended time and/or use.

*Wear and tear defects are not considered faulty:

• Worn stitching, worn soles or frayed webbing due to normal wear
• Damage that is a result of misuse, normal wear and tear or damage occurred during storage
• Improper fit/comfort issues

If you believe any purchased items may have a manufacturing fault, please contact our PIVOT Team Players here and provide the below information;

- Order number or proof of purchase

- photos that display the fault from all angles

Our team will be able to advise the next steps.

Important to note: If your item(s) were purchased from a third-party retailer, your payment and order history sit safely with the place of purchase! Please contact their brand directly, as our PIVOT Team Players are unable to assist with third-party returns.

Please check out our Online Returns Policy before booking your return to ensure you meet our requirements.

Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.

1. Log in to My Account to create your return. If you checked out as a guest, head to our Returns Portal. Enter your order number & its associated email address
   Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 & _2). They must be returned separately in the portal as they are recognized as unique order numbers
   
2. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
3. Ensure your details are correct before clicking ‘next’
4. Click "submit". Your return will be reviewed by our PIVOT Team Players
5. If approved, you'll receive a follow-up email with further instructions
6. Print the provided prepaid return label. We recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging
7. Pack your return in another carton or satchel to protect the original packaging
8. Visit your nearest Post Office to lodge your parcel.

Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.

If your order was split and you need to return more than one item, please get in contact with our PIVOT Team Players. We'll advise next steps.

*Please note we reserve the right to reject any returns that do not meet these requirements.

Shoes must be returned in their original, undamaged shoebox.

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. Please hold onto your Australia Post return tracking number so you can track when it reaches us.

If approved, refunds are processed by our returns warehouse within 2-3 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy. 

Please note that the below items are ineligible for return or exchange:
- Drink Bottles
- Yoga Matt
- Mouthguard
- Swimming goggles
- Swimwear
- Swimming caps
- Sweatbands
- Face masks
- Underwear
- Fitness hardware (Resistance bands/foam rollers)

Exchanging online 

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process. 

Exchanging in-store 

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card. 

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style. 

Payment for the return shipping label will be processed in the returns portal.

You are responsible for any costs associated with returning your order. 

Organise your online return here.

Need more info? Check out our Returns Policy.

Need help returning your item(s)? 

There may be a few reasons as to why it's not working:

• Have you double-checked our Returns Policy? Some item(s) may be excluded
• Has your purchase exceeded the 30 day returns period? Our Returns Portal is only able to accept returns within the returns period
• Are you trying to return multiple items and keep experiencing an error message? Please get in touch with our PIVOT Team Players here. Remember to include your order number, the item(s) you wish to return to help speed up the returns process. 

Our PIVOT Team Players will be in touch with the next steps.

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. 

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Please note that we do not offer exchanges for online orders.  If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

We're sorry to hear that your purchase doesn't meet your needs.

If your item was purchased from a third-party retailer and not directly from us, you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for purchases made with other retailers.

Once the place of purchase has assessed your item(s) they will be able to advise the next steps!