We're so sorry to hear that your item is faulty.
We aim to provide all Brooksrunning.com.au customers with products of the highest standard and quality.
If you have received an item that has a fault, you will be asked to provide proof of purchase as well as photographs that clearly display the fault. We ask that you include photos of the tongue, side and soles*.
*Please do not send the faulty product back without contacting us first.
Once assessed, we will be able to help resolve the issue quickly and advise you of the next steps. Please note that we cannot guarantee a refund or exchange for any items until they have been assessed.
Refunds generally exclude shipping cost. If our quality control team missed a manufacturing fault on your new item or if we can't provide the item you ordered, we will gladly provide you with a full refund excluding shipping cost . The shipping cost will not be refunded on change of mind returns.
Please click here to contact our Customer Service Team and they'll be happy to assist you with the return process
Please provide
- Customer Order Number (BRN-XXXXX)
- Product details
- Style, colour & size
You will be asked to provide proof of purchase as well as photographs that clearly display the fault. We ask that you include photos of the tongue, side and soles*.
*Please do not send the faulty product back without contacting us first.
*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Brooks Running cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.