Returns Policy

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.

Updated as of 25/08/21:  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.

How is the refund processed? 

Due to the impact of COVID-19, we're experiencing delays in processing returns of up to 5-7 business days.

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.

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

Updated as of 25/08/21:  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:

Step 1: Lodge your faulty claim from your Account. If you checked out as a guest, head to our guest Returns Portal
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*

*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.