Customer Service

 

What is the Returns policy?

Return Instructions

If you are not entirely satisfied with your order, you may be entitled to a refund. Simply follow the steps explained in this section.

1. We have recently partnered with ParcelPoint to offer you more convenience. Visit www.parcelpoint.com.au/reebokto start your return.

2. Click ‘Book a Return’ and fill in the fields. You will need your original order ID to book in your return. It starts with RAU followed by 8 digits. Make sure you use the complete order ID, e.g. RAU12345678. You can find this number on your order or shipping confirmation email and also your invoice.

Select a method to send your return parcel using either ParcelPoint Returns or Australian Post. Both return methods are free of charge and include tracking.

  • ParcelPoint: Select from hundreds of local stores such as pharmacies, convenience stores and newsagencies to drop off your parcel. The ParcelPoint locations are open weekends and after hours for your convenience.

  • Australian Post: If you don’t have a ParcelPoint location close to you, you can choose Australia Post as a return option on the ParcelPoint portal.

3. Download and print your shipping label. Apply to your package once you have securely packed your items.

4. Drop off your parcel to any store offering ParcelPoint Returns (only if selected ParcelPoint), or to your nearest post office (only if selected Australian Post).

Tracking

  • nbsp;ParcelPoint: go to http://parcelpoint.com.au/track and use the ‘ParcelPoint ID’ to track your return. You find your ParcelPoint ID on your ParcelPoint returns slip.

  •  Australia Post: go to http://auspost.com.au/track and use the ‘Article Number’ to track your return. You find the ‘Article Number’ on your receipt.

Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.

For the following cases we will come to you to pick up the return. Just get in touch with our Customer Service Team

  •  You have received the wrong order

  •  You have received the same product twice

Please follow this process:

  • Before you ring customer service, please ensure you have the packing/returns delivery note which was included within your delivery.

Here are a few things we need you to keep in mind.

Following these instructions will help to get your funds back into your account as soon as possible.

  •  We need you to book in a separate return for each order number. This means you need to generate one return label for each order.

  •  We only accept returns within the 30 day return period. If a return older than 30 days reaches our warehouse, Reebok cannot accept the returned items and cannot give a refund under this Return Policy.

  •  We are unable to refund the initial shipping cost of your order (all overs over $150 qualify for free shipping)

  •  The garment is unworn and in its original condition with tags still attached.

  •  All return packages must be shipped using the labels generated from the ParcelPoint portal

  •  Make sure you follow the packaging instructions as explained above.

  •  www.reebok.com.au does not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.


 

When will I get my refund?

Refunds are processed within 14 days. Our quality assurance team inspects all returned products to confirm whether they meet the requirements of our Return Policy. After that, it takes 1-2 days to make the refund to your payment account. Some banks and credit card providers may take a bit longer to apply the credit to your account.


 

Within how many days do I need to return my order?

Returns are free & easy within 30 days of receiving your order.


 

Can I exchange a product?

Unfortunately, we don't exchange products, but you can always refuse delivery or return unwanted items for a refund, and then place a new order.

Refunds are subject to the conditions of our Return Policy, and are not available for personalised and customised items.


 

What should I do if my product arrives damaged or defective, or isn't what I ordered?

Please return the product as per the return instructions / labels in the box. If you no longer have a return label, please contact Reebok Customer Service.


 

Will you refund my shipping / delivery costs if I return my order?

No, we will refund the complete cost of the return however we will not refund the shipping costs.


 

What do I do if my question isn't covered here?

We recommend you contact our friendly online shop Customer Service team using the contact information here.

1.Product Exchange Policy

When purchasing Reebok’s product, after receiving products, you are fully accepted to return the product or exchange for a product with higher price ( customer will pay addition fee for the gap). However, before return or exchange , you need to aware of below requests :

 

Stage 1 : Conditions of Exchange

Products are allowed to return or exchange must adapt to belows conditions.

    Applied for exchange-return products:

  • Products are allowed to return or exchange must be purchased within 30 days (for full price- product) and 7 days for discounted product (according to the delivery day of transportation agency note).
  • Products are in un-used condition, with full price tag, product information tag, box (for shoes) and full paper or plastic bag (for clothes and accessories), no dirty spot or function disabled.
  • Gifts along with product when delivery (if there is any).
  • Wrong product delivery, missing tag or missing product.
  • Defective error from production factory.
  • Return products must have higher value than or equal to received products. In term of wrong delivery ( wrong product, wrong size , wrong gender etc) Reebok will deliver back for free.
  • Product exchange or return only apply for 1 time.
  • REEBOK will not refund in any case.

Not applied for

  • Product return or exchange have been used.
  • Products are used with in-correct fuction.
  • Products are affected by chemicals.
  • Outside affected with purpose by sharp object or damage by user intention.
  • Carelessly affected by fire or by accident.

 

Stage 2 : Form of Exchange

To exchange product, please follow two steps below:

1. Contact with REEBOK through our Hotline 18006035 to testify the product condition and term of exchange to make sure your products will meet our requirements.

2. Choose the form of exchange : direct exchange through our stores via these location (https://www.reebok.com.vn/store-locator/) or send to our warehouse :

  • If you choose to bring the product to our store, please bring along the bill and everything you received.
  • If you send through post office, you need to verify with the transportation agency the product condition : full tag with box, no damaged, with accessories attached (if there is any).

3. If the product is verified for exchange, we will send you an email with E-voucher code valued as your payment in 2 days after we confirmed. We only use E-voucher for exchange policy and the E-voucher can only apply on our website.

4. The duration of each E-voucher is 3 months after you have received our E-voucher.


 

Stage 3 : Fee relevant to Exchange.

There are two kinds of fee you will be charged :

  • Fee for trasporting the product to our office: you will have to pay 100% of the transportation fee if you cannot bring product to our office.
  • Incase the product is not qualified for exchange, we will return the product to you and you will need to pay for the transportation fee.

 

Stage 4 : How to package the procduct to send ?
  • Please send your product to our warehouse, located at 294 Hai Ba Trung Street, Tan Dinh Ward, Ho Chi Minh City.
  • After you have received the product, if you want to exchange and all the above conditions are meet, you must send to us within 30 days.

The exchange policy can be change without notice relate to our product condition terms change, therefore, please follow our policy before making an exchange.