Returns & Refund Policy
If you are not 100% satisfied with a product you purchased from us, whether online or in-store, you may be entitled to a replacement, credit or refund under Australian Consumer Law provided certain conditions are met.
30-Day Change of Mind Period
Full priced items may be eligible for a refund, store credit or exchange provided the following conditions are met:
- The item is returned within 30 days from the original purchase date.
- The item has not been worn, used or damaged
- The item is returned to us in its original condition (with all original product packaging, tags, product manuals and accessories included)
- You have the original receipt or proof of purchase.
Please note: Gift vouchers are non-refundable nor reedemable for cash.
Refunds will be processed via your original payment method. If you paid via debit or credit card, please ensure you have your card with you. Cash will not be given unless you paid for your item with cash.
If you would like to exchange your item for another size or colour or even a different model, our in-store team will happily process an exchange provided:
- the item is returned within 30 days from the original purchase date.
- the item is returned to us in its original condition (unused or unworn)
- you present proof of purchase, preferably your original register receipt
Please return your item to the store in which you made your purchase as this will facilitate an easier exchange if applicable.
Online Returns & Exchanges
If your items don't fit once you've tried them on at home, don't worry! You may return your items within 30 days for a full refund.
Please note refunds are issued on goods only, not delivery charges. You are responsible for the postage fees on any unwanted item you wish to return.
- Package up any item you wish to return and ensure any shoe box or packaging is in its original condition, unused, unworn and not damaged or marked (including all tags, labels and retail packaging).
- Complete the Online Returns Form below and print it off.
- Drop off your parcel (and printout of your Online Returns form) in person OR send them both via Australia Post to:
Mike Pawley Sports Online Returns
335A Condamine Street
Manly Vale, NSW, 2093
Please note returns will NOT be accepted at any other address.
We recommend that you use registered post for all returns, as we cannot be responsible for items should they be lost in transit. Please keep a hold of your return tracking number so we can check the status of your return.
If you wish to exchange your item for a different model or size, the fastest way to ensure you get what you want is to return the item you have in its original condition (unused or unworn), and once the return is accepted, make a separate purchase for the new item. Please contact our Customer Support Team during business hours on 02 9907 0773 to assist.
Incorrect Item Received
If you have received an item that differs from what you ordered, please notify our Customer Support Team via email as soon as possible so we can investigate further and advise the quickest way to have your issue resolved.
Item damaged during delivery
If the product you ordered has been damaged during delivery, please notify our Customer Support Team via email as soon as possible.
We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 14 days from the date of receipt of the product.
Faulty Items & Consumer Guarantees
Mike Pawley Sports guarantees our products against ‘major failures’ (as defined under Australian Consumer Law) including manufacturing faults, material defects and workmanship for 90 days from the date of purchase. If you make a warranty claim under this clause within the specified period, any product that is assessed as having a major failure will be replaced or refunded.
In order to make a warranty claim, you must provide proof of purchase to be eligible for a refund, repair or replacement. Proof of purchase will show the date of purchase of the product, description of the product and the price paid for the product.
For in-store purchases, please return your product to the store in which you purchased it as this will facilitate an easier exchange, refund or replacement if applicable.
For online purchases, please send written notice to our Customer Support Team including photos of the faults detected in the product so we can assess your warranty claim. You may be required to return your item to us in some circumstances.
If the problem with the product is considered minor, Mike Pawley Sports may, at its sole discretion, either offer a free repair or replace any defective products or part thereof with a new or remanufactured equivalent.
Exclusions to Consumer Guarantees
To protect all our customers and make sure we handle every exchange or refund with reasonable fairness, we may refuse to provide a repair, replacement or return for a product in accordance with Australian Consumer Law under any of the following situations:
The damage was caused by misuse, abuse, improper use or not taking reasonable care of the product.
The problem was caused by normal wear and tear. For example, if you have worn your shoes all day every day for the past 6 months and suddenly a lace eyelet comes off (a likely result of constant wear) - that is not covered;
You misused or handled the product in any way that caused the problem. For example, if you use a running shoe for playing soccer or skateboarding and you get a hole in the upper mesh (which was not manufactured for that purpose) - that is not covered;
The damage was caused by using the product in a way it was not meant to be used. For example, if you use a lightweight gym shoe to run in bush terrain and some damage happens to the sole (which was not intended for that trail running) - that is not covered;
The damage was accidental (including damage by pets);
You did not follow the manufacturer's instructions according to the label on a product.
You knew or were made aware of the problem(s) with the product before you purchased it.
You asked for alterations to a product, against our advice, or you were unclear about what you wanted.
Any other exceptions apply under the Australian Consumer Law.
If you need any further assistance during the hours of 10:00am to 4:00pm AEST Monday to Friday concerning any refund, repair or replacement, please call us on 02 9907 0773 or contact our Customer Support Team