Returns & Exchanges

WE ARE EXPERIENCING PROCESSING DELAYS WITH RETURNS DUE TO HIGH VOLUME

Due to higher than normal parcel returns, there will be a further processing delay of up to 5 business days upon receiving your parcel


General Returns Information

You are entitled to a replacement, credit or refund where item(s) are:

  • faulty
  • wrongly described
  • 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 rebel 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 do 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 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 a rebel store will normally be your cost. For online store purchases that meet the return criteria, we will pay for return freight for any parcel under 20kg in weight. Parcels in excess of 20kg will need to be assessed by our Customer Care Team. Should a Store Manager, at their discretion, refund an online purchase if you change your mind, the refund or rebel gift card issued will be for the value of the purchased items online, excluding any delivery fee incurred.

Some products need to be assessed

We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Products that may need to be sent to the manufacturer or their repair agent for assessment include:

  • cricket bats, tennis racquets and similar items
  • heart rate monitors and other electrical or technological products
  • clothing, compression garments, some footwear
  • bulky goods such as treadmills, exercise bikes, and 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.

Exclusions

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
  • simply change your mind.

Products that are usually excluded under our Returns Policy unless they are faulty include:

  • tailor-made customer orders
  • underwear (thermals and swimwear) and socks
  • rebel 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 product returns

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 these products at your site:

  • treadmills
  • exercise bikes
  • home gyms.

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.

In the event you receive an item that differs from what you have ordered, please contact our Customer Care Centre. We can advise the quickest way to find a solution.


I need to return an item

You may return online purchases to your nearest rebel store. Please take the tax invoice you received via email.

As some of our stores are impacted by COVID-19 restrictions, you can check our Store Locator for all store locations and their trading status. If the store is temporarily closed, follow the contact-free returns and exchange process.

This does not apply to Online Only products, which need to be returned via post. See more information about Online Only FAQ.

Yes. If a store is closed but operating for Click & Collect, you can also make refunds and exchanges at these stores.

We ask that customers call prior to arrival to organise the refund or exchange. Store numbers can be found on our Store Locator.

Refunds will be issued by contactless EFTPOS or rebel Gift Card only. No cash refunds can be completed. If you would like to exchange your product for a higher priced item, the additional cost may be paid via contactless payment.

The store will remain closed for regular trading, If you wish to purchase additional items, this should be done online using the usual Click & Collect or delivery process.

Social distancing and safety measures must be followed at all times.

If your item is under 20kg

rebel has teamed up with Australia Post to offer you free returns for parcels under 20kg 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.

If your item was purchased in the last 180 days, please use the relevant link for your state to return via post. If it is outside the timeframe, please visit your local store or contact the Customer Care Centre via webchat or email.

To return your order that is under 20kg, simply:

  • 1. Select your state from the below options and follow the link;
  • 2. Complete the form, ensuring you include the 10-digit order ID. Example: RBAU0000812345;
  • 3. Pack the items to be returned;
  • 4. Print out the shipping label and attach; and
  • 5. Drop off your parcel to your nearest post office.

Please follow the links depending on your state.

If your item is over 20kg

For parcels over 20kg that were ordered online, please contact the Customer Care Centre to arrange a courier pickup. You can contact us via webchat or email.

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

  • Via our Auspost Returns form when completing your return request for parcels under 20kg.
  • To our Customer Care Team for bulky returns (parcels over 20kg).
  • 1. Online order ID
  • 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.

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 treadmills, exercise bikes and home gyms.

All products that are Online Only and shipped by Fanatics, must be returned via Australia Post.

We cannot accept in-store returns.

To find out more about Online Only products, visit our rebel x Fanatics FAQs.


I've sent my item back

Your refund 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 by rebel to your financial institution (for example your credit card provider).


Returns Info for items purchased instore

Item(s) purchased instore must be returned to a rebel store and cannot be returned online. This includes products that carry a manufacturer’s warranty.

Any instore purchases can be returned for an exchange or refund to any rebel storefront 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.

  • Please 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.
  • 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.

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 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 an exchange or a rebel Gift Card to the current value of the item, or the value that applied at the time of sale if substantiated.


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