Returns Policy

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.  

We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? 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

Important to note

1. 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
2. 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.* 
3. 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.

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

Return Options

Exchanges

All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

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 online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
• Online purchases using Afterpay can be returned online or instore.

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.

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays. 

Faulty items

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

Third-Party & International Purchases

Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by CAT Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

We're constantly checking Government updates and directives, so if an area, town, region, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your item(s)? 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. Shoes & Apparel must be returned in their original, undamaged shoe box.

In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.

Exchanges & store credit

In-store purchases that are eligible for an exchange within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please check out this article for more information on in-store faulty assessments.

If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.*
If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below

• exchange for the same item
• exchange for a different size
• a full refund (depending on the payment method)
• disagree that there is a genuine manufacturing fault and therefore not process the return.

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 here 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).*

3. Our team will be in touch with the next steps.

* Proof of purchase is required to process a Faulty Assessment. 

*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.