Please note that this process applies to online purchases only. Please see our in-store faulty assessment for more information on purchases made in-store.
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. You will need to contact our Vans Gurus for a faulty assessment.
Alternatively, if you cannot make it to your local store, you may contact our Vans Gurus for a faulty assessment. Please provide us with the below information as it helps to speed up the process:
- Order number or proof of purchase
- Photographs that display the fault from all angles.
*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.