New Balance Return Policy: 45-Day & 30-Day Rules Explained

Buying shoes and sportswear online can be tricky. Maybe the size feels off, the colour isn’t what you expected, or you just changed your mind. New Balance does allow returns, but the rules depend on where you live and where you bought the item.

Below you’ll find a clear breakdown of New Balance’s current return policy for the United States, Canada, the UK/Europe, plus how refunds, exchanges, membership perks, and trade-ins work.

New Balance Return Policy at a Glance

US & Canada (newbalance.com / .ca):
- Return window: Most products can be returned within 45 days of purchase.
- Condition: Items must be in new condition, in the state you received them. New Balance may refuse worn or damaged items.
- Where to return: Either in-store (New Balance or New Balance Factory Store) or by shipping back with a return label.
- Fees: In-store returns are free. Members get free online returns; non-members may be charged a $5 restocking fee per return for shipped returns.
UK & many EU sites:
- Return window: You can usually return items for free within 30 days of the delivery date.
- Condition: Items must be unworn, clean, and undamaged, with tags/labels attached and shoes in the original box.
- Returns are free when you use the supplied UPS label or return via eligible stores.
Exchanges: New Balance does not offer direct exchanges for online orders. You place a new order and return the original for a refund.
Third-party purchases: Items bought from other retailers (e.g., Foot Locker, department stores) must be returned to that retailer, not to New Balance.
Membership perks: New Balance Members often get free shipping and free returns plus early access and other benefits.

United States – New Balance Return Policy

1. Return window & item condition

For orders placed on newbalance.com in the US:

You can return most items within 45 days of purchase.
Items must be in new condition, in the state you received them:
- Clean and unworn (trying on indoors is fine; visible outdoor wear is risky).
- With original shoe box and packaging where applicable.
New Balance reserves the right to refuse returns that are worn, damaged, or not in sellable condition.
Items labeled “non-returnable” or “final sale” cannot be returned.

2. Returning to a New Balance store (US)

You can return eligible online orders in-store at New Balance or New Balance Factory Stores:

Return must be within the 45-day window.
Bring:
- Your items (no need to repack), and
- Your packing slip or order confirmation email.
In-store returns are always free and are refunded immediately to the original payment method when possible.
Store purchases can be returned to any New Balance or NB Factory Store, but cannot be returned by mail using the online label system.

3. Shipping your return (US)

If you prefer to ship your order back:

Go to the “Return Order” link on newbalance.com or the dedicated returns page.
Enter your order number and shipping ZIP code (or sign in to your account).
Select the items you’re returning and print your prepaid return label.
Pack items securely; for shoes, place them inside the shoe box and then inside a shipping box.
Attach the label and drop off at the designated carrier location.

Fees and timing:

Members: Online returns are typically free.
Non-members: Returns may be subject to a $5 restocking fee per return (especially if shipped in multiple boxes).
Allow up to 14 days after New Balance receives your package for the refund to be processed and posted to your payment method.

If you’re sending back multiple boxes, New Balance asks that you:

Use one return label per box.
Create a separate return for each box and don’t mix items from different orders in the same box.

4. Gifts, store purchases, and third-party retailers (US)

For gifts bought on newbalance.com, you can usually:
- Return them for a refund to the original payment method, or
- Contact Customer Care to receive an electronic gift card for the value of the return.
New Balance store purchases must be returned in-store; you cannot generate online return labels for those.
Items bought from a different retailer (e.g., a shoe store or sporting goods chain) must be returned where you bought them; New Balance will not accept those returns directly.

5. NDurance outsole guarantee (special tennis warranty)

Separate from the standard return policy, New Balance offers a 6-month NDurance rubber outsole limited warranty on certain hard-court tennis models purchased within specific dates (for example, shoes bought in 2024 under the listed model codes).

If the outsole wears completely through to the midsole within six months of purchase from playing tennis:

You can contact Customer Care to start a warranty claim.
If approved after inspection, New Balance provides a coupon for a replacement pair to use on newbalance.com.

This is a warranty program, not a standard no-questions-asked return, and it applies only to specific models and time frames.

6. New Balance Reconsidered – trade-in instead of returning

New Balance also runs a Reconsidered resale/trade-in program. It’s not a refund program, but it can be helpful if you have gently used shoes:

You can trade in gently used New Balance shoes at participating stores or by mail.
Accepted items are turned into a voucher that you can spend on eligible products.
Because these are used items, they do not fall under the standard “new condition” return policy.

Canada – New Balance Return Policy

For orders placed on newbalance.ca, the rules are very similar to the US policy, with a couple of timing details.

1. Return window & condition (Canada)

Returns are accepted within 45 days of purchase.
Items must be in new condition, in the state you received them.
New Balance reserves the right to refuse worn or damaged merchandise.
Items marked “non-returnable” or “final sale” cannot be returned.

2. Return to a store (Canada)

Bring your items to any New Balance or New Balance Factory Store within 45 days.
Take your packing slip or order confirmation email.
Store associates process an immediate refund to the original payment method where possible.
Store purchases must be returned in-store; labels for mail returns are not generated for in-store orders.

3. Shipping returns (Canada)

For mailed returns in Canada:

You can return items free of charge via a prepaid UPS return label for eligible orders.
Returns must be started and items shipped back within the 45-day window.
New Balance asks you to allow up to 21 days after they receive your package for the refund to be processed.

As in the US, New Balance notes that multiple-box returns need:

One label per box, and
No combining items from different orders in the same box.

New Balance Canada may also apply a $5 restocking fee per return for non-members, while members enjoy free returns.

4. Exchanges, gifts & third-party purchases (Canada)

New Balance does not offer direct exchanges for online orders. Instead:
- Return your original order within 45 days, and
- Place a new order for the size or style you want.
Gifts can be returned in-store for a gift card or online for a refund to the original payment method (via the purchaser).
Purchases from other retailers in Canada must be returned to the original store, not to New Balance directly.

United Kingdom & Europe – New Balance Returns

The UK and many European New Balance sites (for example newbalance.co.uk and regional EU sites) use a slightly different time frame and emphasize free returns.

1. Return window & condition (UK/EU)

If you’re not 100% satisfied, you can usually return items for free within 30 days of the delivery date.
Items must be:
- Unworn, clean, and free of damage.
- Apparel with original labels attached.
- Footwear returned in the original shoe box.
New Balance may refuse or return unsatisfactory items that don’t meet these conditions.

2. How to return in the UK/EU

You usually have two choices: New Balance stores that handle web returns, or a UPS drop-off/collection.

In a New Balance store:
- Pack items in the original box.
- Bring your return label and your parcel to a store that supports web returns.
Ship your return via UPS:
- Use the prepaid return label that came in your package, or print a new one.
- Pack items securely (shoe box inside shipping box).
- Attach the label and drop off at a UPS drop-off point or schedule a collection.

Refund timing:

New Balance aims to process refunds within about 10 working days after the parcel arrives at their warehouse.
It may take an extra few days for the refund to show in your bank account.

Important notes:

Items bought in a store or from a reseller cannot be returned through the website; you must return them to the original point of purchase.
For visibly defective or damaged items, New Balance asks you to contact Customer Service before sending them back so they can authorise the return.

Exchanges vs Returns at New Balance

New Balance’s policy is consistent across regions: no direct exchanges for online orders.

If you need a different size, colour, or style:

Place a new order for the item you want (so it doesn’t sell out while you wait).
Return the original item using the standard return instructions for your region.
Once your return is processed, you receive a refund to your original payment method.

In-store, you can often do a “swap” by returning the original item at the till and buying another one on the spot, but technically this is still a return plus a new purchase.

Non-Returnable Items & Common Limitations

Some things simply can’t come back to New Balance, or will likely be refused:

Any product clearly marked “non-returnable” or “final sale” on the product page or at checkout.
Items that are worn, heavily soiled, or damaged beyond a quick indoor try-on.
Orders from other retailers – these must be returned through the original seller.
Items returned without the correct labels, packaging or shoe box (especially on UK/EU sites where conditions are strict).

For special programs like team uniforms or custom gear, New Balance may have slightly different rules. Team customers should check the New Balance Team site for details on returning custom orders.

Refunds: How & When You Get Your Money Back

Refunds follow a similar pattern around the world:

Destination: Refunds are credited to the original payment method whenever possible.
US shipped returns: Allow up to 14 days after New Balance receives your package for the refund to process.
Canada shipped returns: Allow up to 21 days after your package arrives.
UK/EU returns: Refunds are usually processed within about 10 working days of the parcel reaching the warehouse, plus bank processing time.
In-store returns: Refunds are typically processed right away at the till.
If your original card or bank account is closed, New Balance may issue an eGift card instead.

If you don’t see the refund after the timeframe above, it’s usually worth checking:

- Your email for New Balance’s refund confirmation.
- Your bank or card statement (sometimes credits post but appear a day or two later).

Tips for a Smooth New Balance Return

Try items indoors first. Walk around on clean floors so the soles stay fresh and the upper stays spotless.
Keep the shoe box and packaging until you’re sure you’re keeping the item.
Join New Balance Membership. It’s free and unlocks free returns (and often free shipping) on many orders.
Start the return early. Don’t wait until the last couple of days of your 45- or 30-day window.
Use New Balance’s return label. It’s linked to your order and usually includes tracking.
Don’t mix orders in one box. If you return items from multiple orders together, it can delay processing.
Check holiday policies. Around November–December, New Balance sometimes extends return windows for gift purchases; look at the current returns FAQ for any seasonal updates.

New Balance Return Policy – Quick FAQ

How long do I have to return my New Balance order?

In the US and Canada, most items bought from New Balance online can be returned within 45 days of purchase. In the UK and many EU countries, online orders can usually be returned for free within 30 days from the delivery date. Always check your region’s returns page for the exact dates.

Are New Balance returns free?

In-store returns are free in most regions. For online returns, New Balance Members generally get free returns, while non-members may be charged a small restocking fee per return (for example, around $5 in the US and Canada). UK/EU sites typically offer free returns within 30 days when you use their label.

Can I return worn shoes to New Balance?

New Balance’s policy says items must be in new condition, in the state you received them. Light indoor try-on is usually fine, but clearly worn, dirty, or damaged shoes may be refused. If you’ve used the shoes outdoors, the chance of an easy return drops significantly.

Can I return an online New Balance order in a store?

Yes. In the US and Canada, you can return most online orders to New Balance and New Balance Factory Stores within the return window for an immediate refund. In the UK/EU, selected stores handle “web returns” when you bring the items and your label. Always take your packing slip or order confirmation email with you.

Does New Balance offer exchanges?

No direct exchanges for online orders. If you need a different size, colour, or style, you place a new order and then return the original item for a refund.

What if I bought New Balance from another retailer?

New Balance will not accept returns for items bought at other shops. You must follow the return policy of the original retailer. New Balance can still help with warranty issues in some cases, but not with refunds for third-party purchases.