Returns

For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.

We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

3 simple conditions for a successful return:

• Item(s) were purchased in the last 30 days and proof of purchase can be provided.
• Item(s) must be unworn & undamaged with original tags attached.
• Items are in their original packaging (shoebox) and in original condition.

• Please note that returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *

  *We reserve the right to reject any returns that do not meet these requirements.

Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit our Werribee store for an exchange.

*Any item(s) that were not purchased from an authorised CAT store will need to be returned/exchanged at the original store of purchase. Please click here for more information.

Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Cost of returns

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

Refunds

Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Online conditions:

• Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
• Online purchases using PayPal can only be returned to the online store.
• Online purchases using Afterpay can be returned online or instore.

Faulty items

Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

If this is the case, please contact our CAT Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

*Please do not return any faulty items without contacting us first.

We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.

Contact our CAT Experts below and provide the following information as it helps to speed up the process: 

1. Order number or proof of purchase

2. Photos of the faulty item(s) from all angles (tongues, sides, soles and fault).*

*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. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

Ordered the wrong size or had a change of mind?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase. 

Important to note: We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

To be accepted, your item must meet three main requirements. Your item must be:

• returned within 30 days of purchase (with proof of purchase available if requested)
• unworn, unwashed and undamaged with original tags attached 
• in original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.

To book an online return: Follow the instructions here.

We want you to be completely satisfied with our products and we're sorry to hear about your experience with our item(s).

Important to note: If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, our CAT Experts  are unable to assist with returns or exchanges from other retailers.

Once the place of purchase has assessed your item(s) they will be able to advise the next steps.

Your refund will reflect in your account 2-5 business days after your return has been processed at by our team. Please note that that your return will be processed within 2-5 business days of arriving at our return warehouse. 

We recommend holding onto your Australia Post return tracking number so you can track your order and see when it reaches us.