Returns & Refunds
When to return a product
You are entitled to a replacement, credit or refund where item(s) have a fault, such as:
- when it is faulty;
- wrongly described; or
- different from a sample shown to you.
We are not required to replace your product if you simply change your mind.
However, if you are not happy with your product, our Store Managers may, at their discretion, decide to exchange or provide you with a Gift Card, providing the product is returned to us in its original new condition with proof of purchase. Please let us know if you are unsatisfied with a product or the service you have received from us.
How long you have to return a product?
Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Store Managers can assist you with further information about the warranty period for the product you return.
Expenses relating to product returns
Any expenses relating to the return of your product to store will normally have to be paid by you. For online store purchases, we will pay for return freight for any parcel under 10kg in weight. Parcels in excess of 10kg will need to be assessed by our Customer Care Team.
Some products need to be assessed
We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment, such as:
- cricket bats, tennis racquets and similar items;
- heart rate monitors and other electrical or technological products;
- clothing, compression garments, some footwear; or
- bulky goods such as treadmills, exercise bikes, home gyms.
Liaising with the manufacturer
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 contact details.
Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We will offer a refund or replacement if the product is assessed as having a major failure.
In some cases a refund, replacement or repair may not be offered if you:
- substantially modify the product;
- misuse the product contrary to user instructions or packaging labels; or
- simply change your mind.
Certain products are usually excluded under our Returns Policy unless they are faulty, these may include:
- tailor made customer orders;
- underwear (thermals and swimwear) and socks; and
- gift-cards, vouchers, credit vouchers.
Special procedure for the return of certain products
The repair of certain electrical or computing 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.
Bulky products: For safety reasons, please contact your nearest local rebel store before returning any bulky products. We may be able to organise a supplier’s technician to inspect the products at your site. This may include:
- exercise bikes; and or
- home gyms.
Items purchased online
rebel is unable to offer exchanges on items returned via mail to our online store. If an exchange is required, please visit your nearest rebel store. Alternatively, return your item for a refund and place a new order for the correct size and/or colour.
Where to return a product
Item(s) purchased online can either be returned to any rebel store or online using ParcelPoint or Australia Post (for parcels under 10kg). Please phone our Customer Care Centre on 1300 654 502 for parcels in excess of 10kg.
What information is needed to complete the return
To complete your return online, you will need to provide the following details:
- online order ID;
- the name of the person that placed the order as shown on the order confirmation;
- an email address where we can send updates on the progress of the return;
- an Australian mobile phone number, should we need to contact you.
All these details will need to be provided:
- on the ParcelPoint web site when completing your return request for parcels under 10kg;
- to the Customer Care Team for bulky returns (parcels over 10kg).
Incorrect item received
In the event you receive an item that differs from what you have ordered, please contact us first on 1300 654 502. We can investigate further and advise the quickest way to have it resolved.
How to return a product
You may return online purchases to your nearest rebel store. Please take the Tax Invoice you received via email. You can check our Store Locator for all store locations.
Via Post - Under 10kg
rebel has teamed up with ParcelPoint and Australia Post to offer you free returns for parcels under 10kg at nearly 6000 locations throughout Australia. This partnership is designed to make your online shopping experience more convenient should there be a need to make a return.
ParcelPoint allows you to return your online order at over 1500 convenient locations with extended trading hours throughout Australia within the ParcelPoint network.
Alternatively, you can lodge your return at one of 4400 Australia Post Outlets throughout Australia via Australia Post eParcel.
It's never been easier to make a return. Both return methods are free of charge and parcels returns under 10kg include tracking.
To return your order under 10kg by ParcelPoint or Australia Post, simply:
- visit ParcelPoint Returns to start the process;
- select either the ParcelPoint Free Returns or Post Office Free Returns tab for your method of return;
- complete the form, ensuring you include the 10 digit order id. Example: 0000812345;
- pack the items to be returned;
- print out the shipping label and attach; and
- drop off your parcel to any ParcelPoint location (if ParcelPoint selected), or to your nearest post office (if Australia Post selected).
Note: You must submit your parcel via the method selected. You cannot submit ParcelPoint returns to Australia Post or vice versa.
Via post - over 10kg
For parcels over 10kg that were ordered online, please contact the Customer Care Centre to arrange a courier pickup:
Phone: 1300 654 502 between 8:00am and 5:00pm AEST, Monday to Friday
When will my refund be processed?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by rebel to your financial institution (for example your credit card provider).
Item(s) purchased in store
Where to return a product
Item(s) purchased in store must be returned to a rebel store and cannot be returned online. This includes products that carry a manufacturers warranty.
How to return
Any in-store purchases can be returned for an exchange or refund to any rebel store front desk. Please visit our Store Locator for your nearest store.
Refunds will be processed via the original payment method. If you paid via debit or credit card, please ensure you have your card with you.
Information needed to complete the return
To complete your return in store, we prefer that you:
- show your receipt or other proof of purchase at the front desk (e.g. bank statement / transaction history);
- return the product in the same condition as it was purchased (including manuals, accessories, tags attached and or original packaging); and
- provide us with any extra information we may need to process your return.
With a receipt
For a repair we will ask for your name, telephone number, address details and signature in addition to your receipt. This helps us follow up with manufacturers on your behalf and to take other steps to improve our service to you.
To reduce the risk of fraud, all purchases made on a debit/credit card will be credited back to the original card used. Please have your card with you.
Without a receipt
If you don't have a receipt, we ask for and prefer to sight and record photo identification showing your name, address and signature. This information will be kept secure. You can help us determine proof of purchase by providing a Bank Statement or similar. This can help us establish and confirm the price you are likely to have paid for the goods and allow us to process your return.
If you cannot provide satisfactory proof of purchase, rebel may, at its discretion, provide you with an exchange or a Gift Card to the current value of the item, or the value that applied at the time of sale (if that can be substantiated).