Returns & Exchanges

In the event you receive an item that you purchased online that differs from what you have ordered, please contact our Customer Care Centre via webchat, the Contact Form or email at customercare@rebelsport.com.au. We can advise the quickest way to find a solution.

You may return online purchases (other than Online Only products) to your nearest rebel store. You will need to bring the tax invoice you received via email or, if you no longer have it, you will need to provide other proof of purchase to return the product. If you do not provide your tax invoice, we will need to sight your other proof of purchase to be able to confirm your purchase in our systems. If you do not provide us with your tax invoice or allow us to sight your other proof of purchase, we will not be able to provide you with an exchange or refund for products.

Check the Store Locator for store details and their trading hours.

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

If your item is under 22kg and 105cm in length

rebel has teamed up with Australia Post to offer you free returns of products purchased online for parcels under 22kg and 105cm 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 30 days, please use the relevant link for your state to return via post. If it is outside the timeframe, please visit your local store using our Store Locator or contact our Customer Care Centre via webchat, the Contact Form or email at customercare@rebelsport.com.au. There are 3 options for returning your item via the post. Choose the option that suits you best. Return via the Post Office, a street post box, or a parcel locker.

To return your order that is under 22kg and 105cm long, 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 into another box or satchel (You can even re-use the packaging we sent you);
4. Print out the shipping label and attach to return package, for Footwear or Packaged Goods (Already in a box) DO NOT affix the label to the original Shoe Box; n.b. If you do not have a printer at home the Post Office will print the shipping label for you
5. Drop off your parcel to your nearest post office.

Post Box: Return parcels under 7kg and 35cm long can be dropped into a regular street post box. Simply follow the above process and drop it in your nearest post box.

Parcel Lockers: Return parcels under 16kg and 50cm long can fit in one of the 600 Australia Post parcel lockers open 24/7. Follow the above steps and scan your return label when depositing the return.

Please follow the links depending on your state.

ACT

NSW

NT

QLD

SA

TA

VIC

WA

If your item is over 22kg or 105cm long

For parcels over 22kg or 105cm that were ordered online, please contact the Customer Care Centre to arrange a courier pickup. You can contact us via webchat, the Contact Form or email at customercare@rebelsport.com.au. You may incur a shipping fee to return the product if you are returning the product because of a change of mind.

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

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.

You will need to provide this:

• Via our Auspost Returns form when completing your return request for parcels under 22kg.
• To our Customer Care Centre team for bulky returns (parcels over 22kg).

All Online Only products must be returned via Australia Post. Some Online Only product is shipped directly from our suppliers.

We cannot accept in-store returns for Online Only products.

See more information about Online Only products in our Online Only FAQ.

You can review what you need to do in the Bulky Items section of these FAQs below.

If you want to return products purchased online because you have changed your mind (and not because the products were faulty, damaged or incorrect products), the following conditions apply.

• The product must be unworn, unwashed, unused and in original condition
• Where applicable, the product must be in its original packaging (e.g. shoe box), with all tags, labels and hygiene seals still attached
• If the product packaging is sealed by the manufacturer, it must be unopened with the seal not broken or tampered with.

The following products purchased online cannot be returned because of a change of mind:

• Product which have been worn, washed, used or are not in original condition
• Products which are not in their original packaging (e.g. shoe box), with all tags, labels and hygiene seals still attached
• If the product packaging is sealed by the manufacturer, products which are opened or where the seal has been broken or tampered with
• Tailor-made customer orders, underwear (including thermals) or socks, water bottles, food products, vitamins and health products or gift cards
• Products that have been professionally installed

Your refund for your product purchased online 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).

Refunds for products purchased online will be processed via the original payment method and:

• Where the purchase was made on a debit/credit card, the refund will be credited back to the original card used
• Where the purchase was made using a gift card, we will provide you with a replacement gift card of equivalent value.

We may reverse rebel Active credits or points that have been allocated to you in relation to a refunded product.

Delivery fees and charges for change of mind refunds will not be refunded.

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. For bulky item(s) returns and exchange details, please read the Bulky Items section of these FAQs below.

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. For bulky item(s) returns and exchange details, please read the Bulky Items section of these FAQs below.

We require proof of purchase for any return or exchange. This may include a receipt, extract of a bank statement or transaction history. If you do not provide a receipt, we will need to sight your other proof of purchase to be able to confirm your purchase in our systems. If you do not provide us with a receipt or allow us to sight your other proof of purchase, we will not be able to provide you with an exchange or refund for products.

Refunds for instore purchases will be processed via the original payment method and:

• Where the purchase was made on a debit/credit card, the refund will be credited back to the original card used
• Where the purchase was made using a gift card, we will provide you with a replacement gift card of equivalent value.

We may reverse rebel Active credits or points that have been allocated to you in relation to a refunded product.

Delivery fees and charges for change of mind refunds will not be refunded.

If you want to return products purchased instore because you have changed your mind (and not because the products were faulty, damaged or incorrect products), the following conditions apply

• The product must be unworn, unwashed, unused and in original condition
• Where applicable, the product must be in its original packaging (e.g. shoe box), with all tags, labels and hygiene seals still attached
• If the product packaging is sealed by the manufacturer, it must be unopened with the seal not broken or tampered with.

The following products purchased in-store cannot be returned because of a change of mind:

• Product which have been worn, washed, used or are not in original condition
• Products which are not in their original packaging (e.g. shoe box), with all tags, labels and hygiene seals still attached
• If the product packaging is sealed by the manufacturer, products which are opened or where the seal has been broken or tampered with
• Tailor-made customer orders, underwear (including thermals) or socks, water bottles, food products, vitamins and health products or gift cards
• Products must not have been professionally installed

We may need to conduct an assessment of your product to determine the appropriate remedy, whether a repair, replacement or refund is appropriate. Some products may need to be sent to the manufacturer or their repair agent for assessment.

Products for assessment at your nominated address may include treadmill, exercise bike, elliptical, home gym, rowing machine, pilates reformer and basketball system.

Products assessed as having a minor fault will be repaired by our service partners.

We will offer the choice of a refund or replacement if the product is assessed as having a major failure.

For safety reasons, please contact our Customer Care Centre via webchat, the Contact Form or email at customercare@rebelsport.com.au to advise of the product fault and we will manage the process for you.

To help with the process, please provide the following information on your call or via email to our Customer Care Centre:

• Customer name
• Address, postcode
• Email address
• Phone number
• Product name
• Product fault reason
• Order ID information:
  • Order number: the 10-digit order ID. Example: RBAU0000812345
  • Delivery partner name
• Indicate if you purchased an installation service with your order

* This information is available in your confirmation order email from rebel: subject line "your order has been shipped".

In accordance with our Returns Policy, you can return or exchange most products that you purchased in-store or online for any reason within 30 days.

If you want to return bulky product (whether purchased in-store or online) because you have changed your mind (and not because the products were faulty, damaged or incorrect), the following conditions apply:

• The product must be unworn, unwashed, unused and in original condition
• Where applicable, the product must be in its original packaging (e.g. shoe box), with all tags, labels and hygiene seals still attached
• If the product packaging is sealed by the manufacturer, it must be unopened with the seal not broken or tampered with
• We may charge a shipping fee for the return of a bulky product

However, the following products (whether purchased in-store or online) cannot be returned because of a change of mind:

• Product which have been worn, washed, used or are not in original condition
• Products which are not in their original packaging (e.g. shoe box), with all tags, labels and hygiene seals still attached
• If the product packaging is sealed by the manufacturer, products which are opened or where the seal has been broken or tampered with
• Tailor-made customer orders, underwear (including thermals) or socks, water bottles, food products, vitamins and health products or gift cards
• Products must not have been professionally installed

We require proof of purchase (which may include a tax invoice or receipt, extract of a bank statement or transaction history) for any return or exchange.

To complete a bulky return, you will need to provide the following details depending on the reason for the return:

For change of mind reason:
To prepare your return, we require you to ensure the item is packed and boxed in its original packaging to be safely collected by one of our arranged carriers and returned to our network. When received, the item will be inspected by our quality assurance team to confirm that it fits within our returns policy. This quality check can take up to two weeks.

For a return inspected by our service provider technician and assessed as having a major failure:
To prepare your return, we require you to ensure the item is dismantled, packed and boxed to be safely collected by one of our arranged carriers and returned to our network.

Contact our Customer Care Centre via webchat, the Contact Form or email at customercare@rebelsport.com.au. Depending on where your product was sourced in our nation-wide network, we will review the below steps and advise the returns process.

To process your return, please provide the following information to our Customer Care Centre:

• Customer name
• Address, postcode
• Email address
• Phone number
• Product name
• Return reason:
  • Change of mind reason
  • Assessed product fault reason
• Order ID information:
  • Order number: the 10-digit order ID. Example: RBAU0000812345
  • Delivery partner name
• Product boxed

* This information is available in your confirmation order email from rebel: subject line "your order has been shipped".

Based on your nominated address certain postcodes around Australia may not provide options for you to choose a day / or time for a carrier to collect your item due to specific day/s of carrier routes and schedules.

rebel's Customer Fulfilment team provide the coordinated collection service with you and the carrier partner based on schedules.