Returns

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'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. 

Important to note: Please note that orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund. 

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

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

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.

This policy applies to in-store purchases only. Please see our Online Returns 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.

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.

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. 

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 will be refunded and your new item processed on a new barcode. 

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. 

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.

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.

If you paid for your order via Afterpay, you are welcome to head to your nearest store and return the item in person OR you can post your item back to our online store. Take a look at our Returns Policy to find out more information.

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

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled. 

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.  

For a comprehensive breakdown of refunds with Afterpay, please see here. 

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!

You will be refunded according to your original payment method within 2-5 business days of your return being processed:

Debit or credit card 

Your refund will reflect in your account within 2-5 business days of your return being processed. 

PayPal 

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

Afterpay 

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.