Refunds & Returns

If you want to return a product because you have changed your mind (and not because the product was faulty, damaged or the incorrect product), you need to return it within 30 days of the date of purchase.

If you want to return a product because it is faulty, damaged or you received the incorrect product, the consumer guarantees under the Australian Consumer Law are not limited by a defined time period. How long you have to return a product can vary depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Store Managers in-store Store Locator or our Customer Care Centre (which you can contact via webchat, the Contact Form or email at customercare@rebelsport.com.au) can assist you with further information about the warranty period for a product you want to return.

If you want to return a product because you have changed your mind (and not because the product was faulty, damaged or the incorrect product), the following conditions apply:

• the product must be in original condition, unused and unwashed
• if the product is an item of apparel, it must be unworn
• where applicable, the product must be in its original packaging, with all tags, labels and hygiene seals still attached
• if the product packaging is sealed by the manufacturer, it must be unopened with the seal not broken or tampered with.

The following products cannot be returned because of a change of mind:

• products which are not in their original, as-new condition
• products which have been used or washed and, if it is an item of apparel, which have been worn
• products which are not in their original packaging, with all tags, labels or hygiene seals still attached
• if the product packaging is sealed by the manufacturer, products which have been opened or where the seal is broken or has been tampered with
• products which are: a tailor made customer order; a storage disc (a CD or DVD); underwear (including thermals); swimwear (provided hygiene stickers remain in place); socks; a water bottle; a food product, vitamin or health product; or a gift card, voucher or credit voucher
• products which have been professionally installed.

Refunds for products will be processed via the original payment method and:

• where the purchase was made on a debit/credit card, the refund will be credited back to the original card used (this includes the same card or digital platform (such as mobile or watch payment, e-wallet etc) used for the initial purchase)
• where the purchase was made using a gift card, we will provide you with a replacement gift card of equivalent value.

We will reverse rebel Active credits and/or points that was used by you purchase the product.

Delivery fees and charges for change of mind refunds will not be refunded.

While we do not exchange products, if you change your mind, you can return your item under our Returns Policy and can purchase a replacement item. If your product is faulty or damaged or you received the incorrect product, you may be entitled to a replacement, a repair or a refund under the Australian Consumer Law.

If you return a product, any points or credit that you received for purchasing the product will be deducted from your balance.

We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment.

For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent.

Our store team members can provide you with the relevant manufacturer’s contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you. We offer a refund or replacement if the product is assessed as having a major failure.

Please note that the repair of your goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

If you receive a product that you purchased online that differs from what you ordered, you can:

• Return the item at your nearest rebel store. You will need to provide proof of purchase to return the item and, if you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature. This is the fastest method and allows you to have your return processed that day.
• Return the item by post. Returns posted back to us can take up to 7 days to be refunded from the day the refund is processed by our team member. All that's left to do is put through a new online order for the products that you are after.

The product must be returned in the same condition that you received it (including manuals, accessories, tags attached and in its original packaging with seals not broken or tampered with).

If you need further support, please contact our Customer Care Centre for help via webchat, by phone on 1300 654 502 or email at customercare@rebelsport.com.au.

You may return online purchases (other than Online Only products) to your nearest rebel store. You will need to show your receipt or proof of purchase. If you purchased using your rebel Active account you will not require a receipt but will need to provide your membership details. If you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature.

Check the Store Locator for rebel store details and their trading hours.

Online Only products must be returned via post. See more information about Online Only products in our Online Only FAQs.

If your item is under 22kg and 105cm in length

We’ve teamed up with Australia Post to make returns even easier, offering you free returns of products purchased online for parcels under 22kg and 105cm that are not dangerous goods at over 20,000 convenient locations within Australia. This partnership is designed to make your online shopping experience more convenient should there be a need to make a return.

It's never been easier to make a return. It's free of charge and includes tracking.

Please note that products posted back to us can take up to 14 days to be processed and refunded. If you want your refund processed quicker, please visit your local rebel store and one of our team can assist you.

If your item was purchased in the last 30 days, please use the relevant link for your state to return via post. If it is outside the timeframe, please visit your local rebel store or contact the Customer Care Centre via webchat, the Contact Form or email at customercare@rebelsport.com.au.

• Enter your postcode state from the below options and follow the link;
• Complete the form, ensuring you include the 10-digit order ID. Example: RBAU12345678
• Pack the items to be returned into a box or satchel (you can even re-use the packaging we sent you) however the item must be put in a return box or satchel and return labels must not be attached to the product packaging;
• Print out the shipping label and attach to return package (if you do not have a printer at home the Post Office will print the shipping label for you). For footwear or packaged goods (already in a box) DO NOT affix the label to the original packaging;
• Drop off your parcel to your selected drop-off point.

Post Office drop-off: Return parcels up to 22kg or 105cm can be dropped at your nearest Post Office. Simply follow the above process and visit your nearest Post Office.

Post Box drop-off: Return parcels under 7kg and 35cm long can be dropped into a regular street post box. Simply follow the above process and drop it in your nearest post box.

Parcel Lockers drop-off: Return parcels under 16kg and 50cm long can fit in one of the 600 Australia Post parcel lockers open 24/7. Follow the above steps and scan your return label when depositing the return.

Please enter your postcode to begin the returns process

If your item is over 22kg or 105cm long

For parcels over 22kg or 105cm that were ordered online or which are dangerous goods, please contact the Customer Care Centre to arrange a courier pickup. You can contact us via webchat, the Contact Form, by phone on 1300 654 502 or email at customercare@rebelsport.com.au. Please note that you will need your original purchase order number (eg RBAU12345678). You may incur a shipping fee to return the product if you are returning the product because of a change of mind.

To complete your return of products purchased online, you will need to provide the following details:

1. Purchase order number
2. The name of the person that placed the order as shown on the order confirmation.
3. An email address for updates on the progress of the return.
4. An Australian mobile phone number, should we need to contact you.

You will need to provide this:

• via our Auspost Returns form when completing your return request for parcels under 22kg or 105cm in length.
• to our Customer Care Centre team for the return of a bulky item (parcels over 22kg or 105cm in length) or an item which is a dangerous good.

All Online Only products must be returned via Australia Post. Some Online Only product is shipped directly from our suppliers.

We cannot accept in-store returns for Online Only products.

See more information about Online Only products in our Online Only FAQs.

You can review what you need to do in the Bulky Items section of these FAQs below.

Your refund for your product purchased online will be processed as soon as the returned product is inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to two weeks. Once the return has been approved, it takes one to two days for the refund to be made to your financial institution (for example your credit card provider).

Item(s) purchased in-store must be returned to a rebel store and cannot be returned by post. This includes products that carry a manufacturer’s warranty. For bulky items return details, please read the Bulky Items FAQs below.

Any in-store purchases can be returned for a refund to any rebel store. Please visit our Store Locator for your nearest rebel store. For bulky item returns, please read the Bulky Items FAQs below.

Refunds will be processed via the original payment method, except where you have used a gift card, in which case we will provide you with a replacement gift card of equivalent value. If you paid via debit or credit card, please ensure you have your card with you.

To return an item, you will need to show your receipt or other proof of purchase (such as a receipt, extract of a bank statement or transaction history). If you purchased using your rebel Active account you will not require a receipt but will need to provide your membership details. If you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature.

Check the Store Locator for rebel store details and their trading hours.

If you don't have a receipt, we ask for and prefer to sight photo identification showing your name, address and signature. You can help us determine proof of purchase by providing a bank statement or other proof of purchase. This can help us establish the purchase price and allow us to process your return.

If you cannot provide satisfactory proof of purchase, rebel may, at its discretion, provide you with a rebel Gift Card to the current value of the item, or the value that applied at the time of sale if substantiated.

Bulky items are items which weigh more than 22kg or are more than 105cm long.

In accordance with our returns policy, you can return a product that you purchased in-store or online for any reason within 30 days.

For safety reasons, some additional steps need to be taken to return a bulky item or an item which is a dangerous good depending on whether you want to return the item by courier or in-store.

For safety reasons, bulky items such as the following cannot be returned in-store:

• Treadmills
• Exercise bikes
• Home gyms

Instead, please contact our Customer Care Centre via webchat, by phone on 1300 654 502 or email at customercare@rebelsport.com.au so your items can be returned by courier. Further information about preparing the items to be returned are in the FAQs below.

To return a bulky item or an item that is a dangerous good by courier, such as treadmills, exercise bikes and home gyms, please contact our Customer Care Centre via webchat, by phone on 1300 654 502 or email at customercare@rebelsport.com.au, or contact your local rebel store so we can assess whether an on-site inspection is appropriate.

When speaking with our Customer Care Centre, please provide the following information:

• Customer name
• Address, postcode
• Email address
• Phone number
• Product name
• Return reason
  • Change of mind reason
  • Assessed product fault reason
• Order ID information*
  • Purchase order number: the 10-digit purchase order. Example: RBAU12345678
  • Delivery partner name
• Whether the item is a dangerous good
• Product boxed

* This information is available in your confirmation order email.

To prepare for your item to be returned, you will need to take the following steps depending on the reason for the return:

For change of mind reason:

To prepare the item for collection, we require you ensure the item is packed and boxed in its original packaging to be safely collected by one of our arranged carriers and returned to our network. When received, the item will be inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to two weeks.

For a return inspected by our service provider technician and assessed as having a major failure:

To prepare the item for collection, we require you ensure the item is dismantled, packed and boxed to be safely collected by one of our arranged carriers and returned to our network.

Based on your nominated address, certain postcodes around Australia may not provide options for you to choose a day / or time for a carrier to collect your item due to specific day/s of carrier routes and schedules.