Returns Policy – Vans AU - Customer Experience Centre

What is your latest Online Returns Policy? (Online purchases only)

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.

Extended returns for Melbourne customers: From Wednesday the 28th of October 2020, any item(s) purchased during Stage 4 lockdown will have a 30 day grace period to return or exchange in-store.

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 Simple 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

Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. 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.

Important to note: We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

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 exchanges

Online conditions

Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Vans team member to assist you.
Online purchases using PayPal can only be returned to the online store.
Online purchases using Afterpay can be returned online or instore.

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.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal here. Did you know that you can get reimbursed for your returns shipping if you paid with PayPal? Click here for more information.

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. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

Upon receipt, a returned item will be processed by our returns warehouse within 2-5 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.

Please click here for our online faulty assessment process.

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What is your latest In-store Returns Policy? (In-store purchases only)
This policy applies to in-store purchases only. Please see our Online Returns Policy for purchases made online.

Extended returns for Melbourne customers: From Wednesday the 28th of October 2020, any item(s) purchased during Stage 4 lockdown will have a 30 day grace period to return or exchange in-store.

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 simple 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.
In-store conditions

In-store purchases cannot be returned or refunded to the online store at this point in time.

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.

Credit notes are valid for 12 months.

Credit notes must be presented at time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please click here for more information on in-store faulty assessments.
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What is your Online Faulty Assessment process? (Online purchases only)
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 Customer Experience team for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our Customer Experience team 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.
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What is your In-store Faulty Assessment process? (In-store purchases only)
Please note that this process applies to in-store purchases only. Please see our online faulty assessment process for more information on purchases made online.

If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.

If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below
- exchange for the same item
- exchange for a different size
- 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 here.

If your complaint does not relate to a purchase, please contact our Customer Experience team.

*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

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