Need help? Email or call our customer care department.

0800 172 999 Monday to Friday 9 AM - 5 PM (SAST)

Free Returns

You have thirty (30) days to return your order completely FREE, please refer to the return process and instructions below.

Free Returns

You have thirty (30) days to return your order completely FREE.

  • 1A. Submit request by filling in your order number and postal code OR
  • 1B. Call Customer Care at 0800 172 999 or email us at to state your return request and reason for returning.
  • You will then be contacted by our Customer Care that will assist in processing you return
  • Once your parcel has been collected from your door, it will take between 3-5 working days for the parcel to arrive at our warehouse.
  • Once your return has been received in the warehouse, it will be inspected and booked back into stock which may take up to an additional 2 working days.
  • Once booked back into stock it takes an additional 3 working days for the payment to be processed.
  • Once paid, your refund will take 3 to 10 working days to reflect in your bank account, depending on your banking institution. Please note that the funds can reflect on the date of purchase.
  • Please ensure you check the correct bank statement before assuming non-payment, as it is a common customer query when refund reflects at date of purchase and customers are not aware.

Return / Exchange Exclusions

  • Products not sold through New Balance South Africa Online Store (
  • Products that are bought during specific offers or promotional events which explicitly state that return or exchange are not allowed
  • Where the product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale condition
  • Where the tags attached to the products are cut or removed
  • Where the electronic invoice or order number issued at the time of purchase is lost
  • Orders that exceed the return / exchange period
  • Gifts with purchase
  • Shipping fees are excluded from any refund
  • If you return an item which was purchased with a discount, we cannot issue the same discount on new purchases after your return has been made. Furthermore, online purchases cannot be returned, exchanged, nor can it be replaced in retail stores.
  • Other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.

All approved exchanges are strictly on a one-to-one basis. New Balance reserves the right to inspect and check the products for verification. A request for a refund / exchange may be refused in the event that the return instructions are not complied with.

If you received a defective products, please see below.


For products purchased from this site, we are happy to refund items which are damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred for such exchanges will be waived. You have thirty (30) days to return your product(s) by following the returns process. Returns must be unworn and in the condition which you received them (return of used, washed, altered, worn, soiled or damaged products will not be processed). Please note that defective items sent back to New Balance without approval, will not be reimbursed. In order to authorize the return of a defective items, please contact our Customer Care at 0800 172 999 or


In the event you have received an incorrect item or incorrect number of items, do contact our Customer Care at 0800 172 999 or within seven (7) days from the day you received your order. You will then be contacted by our Customer Care to arrange for a replacement or refund.


Refunds will be credited to the original form of payment for the original purchase price (applicable tax inclusive). Shipping and handling fee is non-refundable.

Please allow up to ten (10) business days after we receive your package to process your refund and credit your original form of payment.

Please note, we are unable to refund your order if you do not follow the correct return instructions.


New Balance does not issue exchanges. We recommend placing a new order for a replacement item. Our inventory changes often and select sizes and colours may sell out.

  1. Place a new order online.
  2. Follow our return process to send back the original item for a refund. Contact our Customer Care team


Products purchased at New Balance stores or authorised retailers should be returned to the respective store. Please contact the respective store directly and they will assist you further.

Note: Products purchased at cannot be returned or exchanged at New Balance stores or authorised retailers.


If you wish to return a product you received as a gift, the refund will be credited to the original form of payment. When returning a gift, please provide the Order Number or purchaser's name, address and telephone number together with the gift receipt in the processing of the return.

If you have any questions regarding a return, exchange or refund, please contact our Customer Care at 0800 172 999 or We will be happy to assist you.