Returns

For purchases made from 1st December 2020, we have extended our returns period until 31st January 2021 provided all other return conditions are met.

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

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. 

Important to note: We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Please note that we cannot facilitate Paypal refunds in store. 

Please note for hygiene reasons, we are unable to offer 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 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

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. *
*We reserve the right to reject any returns that do not meet these requirements.

RETURN OPTIONS

Cost of returns

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.

Faulty items

Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

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.

For purchases made from 1st December 2020, we have extended our returns period until 31st January 2021 provided all other return conditions are met.

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

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.

Please note for hygiene reasons, we are unable to offer 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 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 return 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. If you believe any purchased items may have manufacturing faults, please follow the below steps.

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 store. In this case, you will need to contact our PIVOT Team Players for a faulty assessment.

Please provide the below information when contacting our team as it helps to speed up the process:

1. Order number or proof of purchase

2. photos of the faulty item(s) from all angles

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

*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.

Changed your mind or ordered the wrong size?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase, as long as they meet our Returns Policy.

For online purchases, please check out our Online Returns Policy.

For in-store purchases, please check out our In-store Returns Policy.

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

1. Ensure you meet our 3 simple conditions for successful returns.
2. Contact our PIVOT Team Players here for a return label.
3. Print the provided 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. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
4. Pack your return in another carton or satchel to protect the original packaging.
5. Visit your nearest Post Office to pay for and drop off the parcel.*

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

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.

You sure can!

If you paid for your order via AfterPay, you are welcome to head back in-store and return the item in person. Check out our Returns Policy to make sure your item meets the requirements.

When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule.

For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode. If you have any further enquiries regarding Afterpay, head to their website 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!

Once your return has been processed by our team, your refund will show in your account within 2-5 business days, depending on your financial institution. 

It takes our team between 2-5 business days to process your return once it arrives at our warehouse.

We recommend holding onto your Australia Post return tracking number so you can keep an eye on your return and see when it reaches us.