Exchanges and Refunds

FREE RETURN PROCESS & INSTRUCTIONS

You have 14 days to return your order completely FREE.

1. Call Customer Care at xxx or email us to state out your return request and reason for returning. 
2. You will then be reached out by our Customer Care to communicate returns instructions. 
3. Pack the product(s) in the original packaging so that the contents stay protected. All products must be unworn (worn items will not be refunded). Products that were delivered in separate parcels should be returned separately.
4. The products will be collected by our assigned courier service provider, CJ Logistics Asia Pte Ltd, at the original shipping address.
5. Allow 2-3 weeks for the processing and verification after order receipt. You can reach out to get a status update.
6. Your refund will be credited to the original form of payment. Shipping and handling fee is non-refundable. The refund can take up to 10 business days, from the date we submit the refund application, due to varying processing times between payment providers.

Return / Exchange Exclusions:

1. Products not sold through New Balance Singapore Online Store;
2. Products that are bought during specific offers or promotional events which explicitly state that return or exchange are not allowed;
3. 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;
4. Where the electronic invoice or order number issued at the time of purchase is lost;
5. Orders that exceed the return/exchange period;
6. Other circumstances in which the consumer has no right to return/exchange according to this policy and the applicable law.

If you feel your item is defective, please see below.

DEFECTIVE ITEMS

For products purchased from this site, we are happy to exchange or replace items damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred for such exchanges will be waived. You have 14 days to return your product(s) by following the returns process. Returns must be unworn and in the condition you received them (worn returned products will not be refunded). 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 item, please contact us.

REFUNDS

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

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

If you are returning an item you received as a gift, the refund will be credited to the original form of payment used for the purchase at this site.

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

EXCHANGES

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.  

STORE PURCHASES

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 online cannot be returned or exchanged at stores or authorised retailers. 

GIFT RETURNS

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 to assist in the processing of the return.