Returns

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.

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.

How is the refund processed? 

Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

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

Faulty items

Please read about our Faulty Assessment process here before submitting a request through our Returns Portal.

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:

Step 1: Lodge your faulty claim from your Account. If you checked out as a guest, head to our guest returns form here
Step 2: Follow the steps and select your reason for return (faulty goods)
Step 3: Provide a brief description of the fault and upload three photos (tops, soles and the fault)
Step 4: Hit submit. Our PIVOT Team Players will review your claim
Step 5: If approved, you'll be sent a follow-up email with further details*

* 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

Read more about our faulty assessment process for in-store purchases here.

Read more about our faulty assessment process for online purchases here.

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 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.

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.

If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.

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 

Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process. 
 
Note: In-store purchases cannot be returned online, please pay us a visit!

Exchanging in-store

All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase. 

What if I bought it online, whilst on sale, and it's now back to full price?

Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability. 

PayPal orders can be refunded online or in-store, provided they meet our Returns Policy.

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.

Need to return your item(s)?

If you've changed your mind about your recent Click and Collect purchase, you're welcome to return to your store of collection. 

Keep in mind, we can't refund PayPal orders in-store. You are also welcome to post your Click and Collect back to us for return.  Follow our online return instructions here.

Please check out our Returns Policy before organising a return.