Return Policy

If you aren't completely happy with your purchase, we accept returns of merchandise in new condition within 45 days of purchase. Returns must be in new condition, in the state you received them. New Balance reserves the right to refuse worn or damaged merchandise. Unfortunately, we cannot accept returns on non-returnable items.

Shipped Returns 

Please allow up to 14 days after we receive your shipped return for your refund to process and post to your payment method.

In-Store Returns 

Returns made in-store receive an immediate refund. Find your closest store here. In-store returns are always free.

Yes, online orders can be returned to New Balance and New Balance Factory Stores within 45 days of the purchase date for an immediate refund.  

To return to a store:

1. Find your closest store here. 
2. Bring your items and packing slip or email order confirmation to the store. No need to repack your items. 
3. Receive your refund immediately. Our store associates will take care of the rest.

Please note: Items must be in new condition, in the state you received them. Items marked “non-returnable” or “final sale” cannot be returned.  

You can return your items to any New Balance or New Balance Factory Store or ship your items back to us within 45 days of the purchase date. Eligible items must be returned in new condition, in the state you received them.

To return to a store, simply bring your items (no need to repack) and packing slip or order confirmation email. Find your closest store here.  

To ship your return back to us, start here.

We do not offer direct exchanges for online orders. Instead, start your return process here and place a new order for a replacement item. 

Select styles are available at New Balance and New Balance Factory Stores. Find your closest store to complete your return and quickly shop for a replacement item.  

If the discount you used for your original order has expired, simply contact our Customer Care team to have the discount applied to your new order. Some single-use coupons cannot be reissued or applied to additional orders. See coupon terms for details.

To get a prepaid USPS label for the above areas, start here. 

To get a prepaid USPS label for APO/FPO addresses, start here. 

To receive an electronic Gift Card for the value of your return, contact our Customer Care team.  

To receive a refund to the original payment, start a return.  

Gifts can be returned in-store for a Gift Card.  

No, return labels cannot be generated for in-store purchases. Instead, items purchased at our stores can be returned to any New Balance or New Balance Factory Store.

Find your closest store here. 

No, please return the item to the original purchase location. 

If the bank account or credit card used for payment is no longer active, refunds will be credited to an eGift Card.

While we're very sorry the item returned to our warehouse was not what was intended, New Balance is not responsible for this error and does not have the ability to send the item back to you.

Our 6-month NDurance rubber outsole limited warranty guarantee only applies to the hard court–specific NDurance rubber outsole, as follows:

• 996, 1007, CT-RALLY, UCHCOCO / WCHCOC 

To qualify:  

• The outsole must be completely worn through exposing the midsole of the shoe within 6 months of purchase. 

 o The uppers of these models are not covered under this 6-month NDurance rubber outsole limited warranty guarantee.  

• This wear must be the result of playing tennis.  

o Damage caused by misuse, abuse, improper or unauthorized repairs, “acts of God” or other events beyond New Balance’s control will not qualify for this guarantee.  

• These models must be sold at retail stores within the 50 United States and the District of Columbia, or purchased through www.newbalance.com or other online retailers by customers with delivery addresses within 50 United States and the District of Columbia.  

Claims Process  

If your pair of tennis shoes meets the requirements for replacement as described in the points above, please contact our customer care team to start your claim.  

• You will receive an email notification with instructions for the return. New Balance will handle all shipping and handling costs for the return of the shoe. Please include a copy of such email notification in the box with your shoes.  

• After inspection and confirmation that the returned shoes qualify under the NDurance rubber outsole limited warranty guarantee, New Balance will provide you with a coupon to be used for same/like replacement shoes on newbalance.com.  

o Please note that this coupon cannot be redeemed in stores. 

o If a returned pair of shoes does not qualify for replacement as described above, New Balance will return the original pair of shoes directly to you. 

Additional Details  

• This limited guarantee program is for shoes purchased between January 1st, 2024 through December 31st, 2024.  

• Warranty claims should be made through newbalance.com.  

• The initial contact with New Balance Customer Care or the shipping date of the returned shoes must occur within 6 months of the date of purchase as recorded on your original receipt.

• Any product submitted without a copy of the email notification sent by New Balance will be returned without inspection.

• Some states do not allow limitations on how long an implied warranty lasts, so the above time limitation may not apply to you.

• This is the entire warranty. No other warranty, express or implied, shall apply except as expressly stated above.