Returns Policy
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What is your latest Returns Policy for online purchases?
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
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoebox in their original condition*
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
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. No refund available.
Exchange available for size only.Refund available.
No exchangesOnline 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.
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What is your latest Returns Policy for in-store purchases?
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 itemsWe 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.
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What is your Faulty Assessment process for online purchases?
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 purchase2. photos of the faulty item(s) from all angles
READ FULL ARTICLE
*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. -
What is your Faulty Assessment process for in-store purchases?
We take pride in our products and we want you to have a premium shopping experience with us.If you believe an item you have purchased from PIVOT is faulty, please head in-store and ask to speak with a manager.We have empowered both our Store & Assistant Managers to use their own discretion about regarding your purchase.*
If you, the customer, deem a purchase to be a manufacturing fault, the manager can- 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.
Check out our Returns Policy for more info.
*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.READ FULL ARTICLE -
Does PIVOT have a warranty?
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.
READ FULL ARTICLE