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 customercare@newbalance.co.za.

In the event you have received an incorrect item or incorrect number of items, do contact our Customer Care at 0800 172 999 or customercare@newbalance.co.za 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 newbalance.co.za 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 customercare@newbalance.co.za. We will be happy to assist you.

• Products not sold through New Balance South Africa Online Store (www.newbalance.co.za)
• 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
• 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.

1. Promoter and competition period: 

1. The competition is run by New Balance South Africa, registration number 199902141407, trading as New Balance South Africa, of Ground Floor, Gate House, Black River Park, 2 Fir Street, Observatory, Cape Town, South Africa, 7925.

2. The competition opens at 12:00 on 16 October 2026 and closes at 23:59 on 31 October 2026. Entries received outside the Competition Period will not be considered.

3. By entering, entrants agree to be bound by these terms and conditions, which are available at Return Label - New Balance for the duration of the competition. 

2. Eligibility and exclusions:

1. The competition is open to South African residents aged 18 and older who hold a valid South African ID or passport.

2. The following persons may not enter or win: directors, members, partners, employees, agents and consultants of the Promoter, its advertising and digital agencies, and any supplier of goods or services in connection with this competition, as well as their spouses, life partners, business partners and immediate family members.

3. Entry is free. No purchase is necessary. Standard data costs for accessing Facebook may apply. 4. The Promoter may request proof of identity and age before awarding a prize. Failure to provide it within the stated time will disqualify the entrant. 

3. How to enter:

1. To enter, entrants must complete all three steps during the Competition Period:

a. Like the official competition post on the New Balance South Africa Facebook page.

b. Comment on the post, telling us how they would use their prize.

c. Follow the New Balance South Africa Facebook page.

2. Only one entry per person is permitted. Multiple comments by the same person will count as one entry.

3. Entries must be made from a genuine personal Facebook profile. Entries from fake, duplicate or business profiles will be disqualified.

4. Comments must not be offensive, defamatory, discriminatory or unlawful, and must not infringe the rights of any third party. The Promoter may remove such comments and disqualify the entrant.

5. The Promoter is not responsible for entries that are lost, delayed or not received due to technical issues.

4. Prize:

 1. There will be 4 winner(s). Each winner will receive a New Balance online shopping voucher, valued at R5000 (including VAT).

2. The prize is not transferable and cannot be exchanged for cash or any other item.

3. The Promoter may substitute the prize with one of equal or greater value if the original prize becomes unavailable for reasons beyond its control.

5. Winner selection and notification:

1. The winner(s) will be selected at random from all valid entries within 6 working days of the competition closing.

2. Winners will be announced on the New Balance South Africa Facebook page and contacted via Facebook direct message from the official page only. The Promoter will never ask for banking details, passwords or payment to claim a prize.

3. Winners must respond within 72 hours of notification. If a winner does not respond, cannot be contacted or is ineligible, the Promoter will select an alternative winner using the same method. 4. The Promoter's decision is final, and no correspondence will be entered into.

5. In line with the Consumer Protection Act 68 of 2008, the Promoter will keep a record of the competition, including winner details, for a minimum of three years. 

6. Prize use and redemption:

1. The prize may only be redeemed after the Black Friday and Cyber Monday 2026 promotional period, from 23 November 2026 until 2 December 2026. Any unused value after the expiry date will be forfeited.

2. The prize may be redeemed online at www.newbalance.co.za and in participating New Balance South Africa stores.

3. The prize cannot be used in conjunction with any other promotion, discount or voucher unless stated otherwise.

4. If the prize is a voucher and a purchase exceeds its value, the winner must pay the difference. No change will be given on unused balances.

7. Personal information:

1. The Promoter will process entrants' personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and its privacy policy.

2. Personal information will be used to administer the competition, verify eligibility, contact winners and deliver prizes. It will not be sold or shared with third parties except where needed to fulfil the prize or as required by law.

3. By entering, entrants acknowledge that their public Facebook interactions (likes, comments and page follows) may be used by the Promoter to build advertising audiences on Meta platforms for New Balance South Africa marketing.

4. Winners consent to their first name, surname initial and town or city being published on the Promoter's social media channels and website. Winners may decline this by notifying the Promoter in writing.

5. Entrants may request access to, correction of or deletion of their personal information by contacting customercare@newbalance.co.za

8. Facebook disclaimer:

1. This competition is in no way sponsored, endorsed or administered by, or associated with, Facebook or Meta Platforms, Inc.

2. Entrants release Facebook and Meta Platforms, Inc. from all liability in connection with this competition.

3. Any questions, comments or complaints about the competition must be directed to the Promoter, not to Facebook. 

9. General:

1. The Promoter may disqualify any entrant who breaches these terms, tampers with the entry process or acts fraudulently.

2. The Promoter may amend, suspend or end the competition if circumstances beyond its control require it. Any changes will be published at Return Label - New Balance.

3. To the extent permitted by law, the Promoter, its agencies and suppliers are not liable for any loss, damage or injury arising from participation in the competition or use of the prize.

4. These terms are governed by the laws of the Republic of South Africa.

5. Queries can be sent to customercare@newbalance.co.za