Returns & exchangesUpdated 2 months ago

Return, refund & exchange policy

At Mizuno, we understand that sometimes you may wish to return a product you have purchased from our online store. Please see below for details relating to our returns policy and procedure.

PLEASE NOTE: This policy is only valid for online purchases of footwear, clothing and accessories via nzl.mizuno.com. For Mizuno purchases made via a retail store please refer to the store of purchase for their Returns Policy. 

Returns Policy:

For a return to be considered the online purchase must meet the following criteria:

• Returned within 30 days of receiving your purchase;
• Unworn and unused with original tags still attached;
• In the original packing, which must be in its original condition;
• In a resaleable condition, both the item and the packaging.
• Item(s) were not marked "Final Sale" at the time of purchase, unless faulty

We do not exchange products. To change a size or style, the original item must be returned; then the new item purchased.

Online Returns Procedure:

If the item/items that you wish to return meet the Returns Policy criteria, please follow the below steps:

1. Email us at [email protected] or call on + 0800 649 866 with the information listed below:
   - Order Number
   - Reason for Return
   - Address and Phone number
2. We will respond within 2 business days with confirmation if your order can be accepted for return. If all requirements are met, we will issue a Return Authorisation Number which includes important return instructions.
   
   Please note: If you are returning a pair of shoes please make sure the shoe box is wrapped or placed inside a box or satchel and the shoe box as well as the shoes are returned in a resaleable condition. NO labels or tape are to be stuck directly onto the shoe box. Should the packaging be marked, damaged or not in a resaleable condition we will not be able to accept your return.
3. Once the product has been received and assessed to meet the guidelines stated in our returns policy, we will process an exchange or refund as requested. Please note that refunds may take up to 10-14 business days to be processed.
   
   Credits/refunds are limited to the cost of the goods excluding freight charges. Any disputes will be judged under the laws of the State of Victoria, Australia.

MPORTANT:

If you a returning a pair of shoes please make sure the shoe box is wrapped or placed inside a box or satchel and the shoe box as well as the shoes are returned in a resalable condition. 

NO labels or tape are to be stuck directly onto the shoe box. Should the shoe box be marked, damaged or not in a resalable condition we will not be able to accept your return and it will be returned to you at your cost.

Holiday Returns:

During the holidays any orders placed during the month of December will be eligible for an extended return period. We understand how busy the holidays and get and how hard it can be buying sizes for other people, to help remove some of the stress we have extended our returns timeframe. Any orders during December will have 60 days to return their item/s from the date of purchase.

Please Note: All other return criteria still need to be adhered to.

Change of Mind:

If the item is returned due to change of mind and the item meets the returns criteria you will receive a refund for this item. Please note the shipping fee is non-refundable.

If the item is returned due to change of mind and the item does not meet the returns criteria, the item will be returned to you and no refund will be issued.

Return Exclusions:

Final Sale: There is a strict no returns policy on any items labelled FINAL SALE. Mizuno New Zealand will not accept returns for refund or exchange on any final sale Outlet items unless deemed faulty.

Face Covers: Due to hygiene reasons we will not be accepting any returns of Face Covers.

Swimwear: Please note that all products must be in an undamaged, unworn condition with all labels & product swing tags attached for you to be able to return them. All swimwear should be tried on over underwear. In the interests of hygiene, returns may not be accepted if it is obvious the items have been worn and may be sent back to the customer.

Can I return/exchange items if I change my mind?

• We DO accept exchanges on items purchased directly from our website, for the following reasons: Change of Mind, Fit Issue, Gift Exchange, Size Swap, Colour Swap, Item Exchange. 
• Direct exchanges can be made for items that are like for like or of the same price. We also offer the ability for a customer to exchange for a more expensive item(s), where the customer must pay the additional cost  on top of the original order value. 
• Customers may choose to wait until their original item is returned before the exchange item is dispatched, OR they may have their exchange item immediately dispatched, by providing credited card/payment details to be held in the event that the original item is not returned after 20 days. 

What if my return is not accepted?

If your return request has been denied, we will organise for the item to be returned back to the original address of the order. 

If a customer has requested a refund, this will not be provided. If the customer has requested an exchange, the exchange item will not be dispatched. If the customer has completed an instant exchange, they will be charged for the amount of the item provided on the payment details provided during completing the returns/exchange process. 

What if my item is faulty?

• If you believe the item is faulty you can contact our support team, be sure to include the following information:
  • Mizuno Order Number
  • Reason for fault claim
  • Activities the product is used for
  • Images of the fault
• The team will endeavour to respond within 2 business days