Returns
If you aren't completely happy with your purchase, simply return it within 14 days from order collection day.
• Returns must be in new condition, in the state you received them.
• New Balance reserves the right to refuse worn or damaged merchandise.
• Unfortunately, we cannot accept returns on custom shoe orders.
* The store pickup orders only accept returns at the pickup store. Please deliver the returned products to the pickup store within 24 hours after submitting the return request online.
Start Your Return
You have fourteen (14) days to return your order completely FREE.
Customer Care
Need help? Text or call our customer care department.
1800 819 475 Mon. - Fri: 09:00 - 18:00
Return Process
1. Apply for a return directly on our website by clicking Start Your Return and completing the online return submission.
2. Enter your order number and postal code, select the item(s) you wish to return, choose the reason for return (comments optional), review your request, and submit.
3. Pack the product(s) securely, preferably in the original packaging, to ensure the contents are protected. All products must be unworn (worn items will not be refunded). Products delivered in separate parcels must be returned separately.
4. The product(s) will be collected by our assigned courier service provider from the original shipping address.
5. Please allow 2–3 weeks for processing and verification after we receive the returned item(s). You may contact our Customer Care team for a return status update if required.
6. Your refund will be credited to the original form of payment. Shipping and handling fees are non‑refundable. The refund may take up to ten (10) business days from the date the refund is processed, depending on the processing time of your payment provider.
FAQs
• Products not sold through New Balance Malaysia Online Store (https://www.newbalance.com.my/).
• Products that are bought during specific offers or promotional events which explicitly state that return are not allowed.
• Where the product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale condition.
• Where the tags attached to the products are cut or removed.
All approved return are strictly on a one-to-one basis. New Balance reserves the right to inspect and check the products for verification. A request for a refund may be refused in the event that the return instructions are not complied with.
If you received a defective products, please see below.
If you have received a defective product, we are happy to offer a free return and refund. For products purchased from this site, we will arrange returns for items that are damaged in transit and/or contain a manufacturer's defect. Delivery charges incurred for such exchanges will be waived. You have fourteen (14) days to return your product(s) by following the returns process. Returns must be unworn and in the condition in which you received them (returns of used, washed, altered, or damaged products will not be processed). Please note that defective items sent back to New Balance without prior approval will not be reimbursed. To authorize the return of a defective item, please Contact our Customer Care team.
If you received an incorrect item or incorrect number of items, please Contact our Customer Care team within seven (7) days from the day you received your order. You will then be contacted by our Customer Care to arrange for a replacement or refund.
Refunds will be credited to the original form of payment for the original purchase price (applicable tax inclusive). Shipping and handling fee is non-refundable.
Please allow up to ten (10) business days after we receive your package to process your refund and credit your original form of payment.
Please note, we are unable to refund your order if you do not follow the correct return instructions.
Exchanges are not allowed for products purchased from New Balance Malaysia Online Store (https://www.newbalance.com.my/). If you wish to exchange a product, please follow our return process to send back the original item for a refund and place a new order online for a replacement item.
Please note that our return policy excludes products that are not sold through the New Balance Hong Kong Online Store, products that are bought during specific offers or promotional events which explicitly state that return are not allowed, used, washed, processed (e.g. altered size), soiled or damaged merchandise, merchandise not in re-sale condition, products with the tags attached cut or removed, orders that exceed the return period, gifts with purchase, shipping fees, and other circumstances in which the consumer has no right to return according to this policy and the applicable law.
- Place a new order online.
- Follow our return process to send back the original item for a refund. Contact our Customer Care team
Products purchased at New Balance stores or authorised retailers should be returned to the respective store. Please contact the respective store directly and they will assist you further.
Note: Products purchased at https://www.newbalance.com.my/ cannot be returned or exchanged at New Balance stores or authorised retailers.
If you wish to return a product you received as a gift, the refund will be credited to the original form of payment. When returning a gift, please provide the Order Number or purchaser's name, address and telephone number together with the gift receipt in the processing of the return.
If you have any questions regarding a return or refund, please Contact our Customer Care team. We will be happy to assist you.
