Please, take the time to read through the below Returns & Exchanges Policy before logging into the Returns Portal with your Customer Email and Order Number. If purchased from a retailer, please see them for Returns & Exchange advice. For any clarification please email email@example.com
30-DAY SATISFACTION GUARANTEE: If - for whatever reason - you are not completely happy with the products you've received from our store, please email firstname.lastname@example.org with your order information, possible issues and any related images to your concern. We will sort you out within 24hrs and make sure you're loving the gear as much as we do :)
INJINJI PERFORMANCE SHOP RETURNS POLICY
email@example.com // (07) 3289 6560 and ask for the Returns Team!
All returns will be processed for a Replacement or Store Credit. Refunds are only issued in cases where a major manufacturing fault is found and a product cannot be replaced or repaired within a suitable time frame or is beyond repair due to aforementioned manufacturing fault.
To obtain the necessary Return Authority Number, please fill out the below form with your Order Number and email associated with the Order to access the Returns Portal. Please select the item you would like to return, and in the 'Notes Section' include information for the item you would like to exchange for. Please feel free to include measurements/dimensions of required sizes in this section as well if you feel it is necessary. Once your application is approved by our Returns Team, you will obtain your RA#xxxx number. Please print off the confirmation email and include it with the returned items, and mark the number on the outside of the parcel for fast processing.
If, for whatever reason your Returns Application is denied, this only means that we do not have the replacement in stock to set aside for you. Don't stress, a member of our Returns Team will be in contact within 24 hours with some options for you to choose from :)
For further clarification please find the breakdown of our return system below the login:
1. FULL-PRICE ITEM SIZE EXCHANGE
2. CHANGE OF MIND
3. SALE-PRICE ITEM SIZE EXCHANGE
4. FAULTY PRODUCT
5. INCORRECT PRODUCT RECEIVED
6. RETURN POSTAGE GUIDE
All Item Exchanges (Full-Price Item & Sale-Price Item) will be couriered back to you so you can get into your new gear as quickly as possible! If exchanging a Sale-Price Item, you may include your own Express Post Bag, or organise to pay the $10.00 flat-rate fee upon receipt of the original gear at Injinji Performance Shop for your order to be couriered to you.
1. FULL-PRICE ITEM SIZE EXCHANGE
FULL-PRICE ITEM: Any product on Injinji Performance Shop sold at regular RRP.
FULL-PRICE ITEM SIZE EXCHANGE: If you've made necessary checks (size charts etc.) and your item(s) still don't fit, no stress. Fitting can be tough over the internet! Injinji Performance Products are happy to Express Exchange any FULL-PRICE item(s) for the next size up/down if you feel that it is an incorrect fit for your size. We just ask for you to let us know through the portal - and we will get the correct gear couriered back to you free of charge, with a Return Bag enclosed for the ill-fitting gear to come back.
We're afraid that if you have ordered the wrong size completely (i.e. more than a full size, e.g. ordered Large and needed Extra-Small), this will have to be processed as a Change-Of-Mind Return (see below). In addition to this, Changes of sizes ONLY are permitted. Any style, colour or product changes must be processed as a "CHANGE OF MIND" (see below).
The only exception to this is exchanges outside of Australia, where regular postage fees will apply. ($20.00AUD New Zealand, $45.00AUD Rest of World)
We're sorry to say that we can only do this process once! Any further Full-Price Item(s) Size Exchanges are at the cost of the customer, meaning that you post the item(s) back to us at your cost, including your own Pre-Paid, Express/Parcel Post Return Satchel for the return of item(s) to you or pay our $10.00 courier/handling fee.
2. CHANGE OF MIND:
CHANGE OF MIND: If you're in any way not satisfied with your purchase with Injinji Performance Products, accidentally selected the wrong size/colour, or feel that the item doesn't meet your expectations, you're more than welcome to return the item(s) to our Returns address at your cost within 14 days of your order. Upon receipt of the unwanted item(s) at Injinji Performance Products, we will issue you a store credit LESS any postage costs Injinji Performance Products have incurred in the initial order fulfillment process.
If you would like to exchange for a different item of the same value (size, colour, etc.) you can include a Pre-Paid, Express/Parcel Post Return Satchel enclosed with the unwanted item(s) for return of the exchanged items to you. Alternatively a flat-rate of $10.00* applies for an exchange without including a return satchel.
3. SALE-PRICE ITEM EXCHANGE
SALE-PRICE ITEM: Any product listed on Injinji Performance Shop under the 'On Sale' section or otherwise discounted (i.e. with a strikethrough through the original price), including one-off "% off" sales. We are unfortunately unable to absorb any further postage costs on any items except those sold at full RRP.
SALE-PRICE SIZE EXCHANGE: Injinji Performance Products are happy to exchange any SALE-PRICE item(s) (i.e. anything with a strikethrough through the original price or '% off') for another size PENDING STOCK AVAILABILITY. We simply ask that you cover the cost of the ill-fitting item(s) back to us at Injinji Performance Products, as well as including your own Pre-Paid, Express/Parcel Post Return Satchel of suitable size (500g, 3kg, 5kg) for us to return the correct-fitting items back to you promptly. Alternatively you may choose the option of a flat-rate of $10.00 courier/handling fee which applies for an exchange without including a return satchel. Any style, colour or product changes are also welcome within the sale range of items of the same price, pending stock availability. Where the stock is not available to resend, you may choose to swap to another item of the same price-point, or as a last resort we can apply a store credit (less any initial postage incurred by Injinji Performance Products) to your account.
International Orders need not organise return postage in this case, a flat rate applies to NZ at $20.00AUD and Rest Of World $45.00AUD
4. FAULTY PRODUCT
FAULTY PRODUCT: Oh no! If the product you have purchased has failed under normal use/conditions, within 90 days, caused by what would seem to be a manufacturing defect or similar, you fall under this category. This means that abuse and general wear & tear are NOT covered. We will ask you to send photos of the item(s) to our Returns email address (firstname.lastname@example.org) for an assessment. If the item is then found to be faulty due to a suspected manufacturing fault or similar, we will provide a replacement Express Post, with an enclosed bag for the return of the faulty item. If a replacement is unavailable for whatever reason, we will endeavor to repair it/apply a store credit/refund.
5. INCORRECT PRODUCT RECEIVED:
INCORRECT PRODUCT RECEIVED: If you've ordered one thing - and got another, we're sorry! After we confirm what was originally ordered, and the product you've received is different (Image is sufficient) we will send out your correct item(s) at our cost Express Post, with a Pre-Paid, Parcel Post Return Satchel enclosed for the return of the incorrectly packed product. We just ask you pop them in the mail at your earliest convenience.
If there's anything else which is not clear or your reasons aren't listed here please contact us via email via email@example.com, or better yet, pick up the phone and give us a call on 07 3289 6560. Have your Online Order number ready when speaking with us.
Of course, all products must be returned in their original, re-saleable condition, unwashed, unworn and with tags still attached.
6. RETURN POSTAGE GUIDE:
Socks, Belts and Small Items: 500g Express/Parcel Post Satchel
Shoes (single pair) and Larger Items: 3kg Express/Parcel Post Satchel
Shoes (multiple pairs) and Very Large Items: 5kg Express/Parcel Post Satchel
*Flat Rate Express Return Postage (no return satchel included w/ RA): $10.00 (Australia Wide), $20.00 (NZ), $45.00 (Rest of World)
RA APPLICATION ONLY VALID WITHIN 14 DAYS OF ORIGINAL ORDER UNLESS MANUFACTURER DEFECT (90 DAYS)
IF YOUR RA APP IS INCOMPLETE OR INVALID IT WILL BE CANCELLED
ITEMS SENT WITHOUT RA NUMBER MARKED ON CARTON/SATCHEL WILL BE REFUSED