Returns & Exchanges

General Returns Information

You are entitled to a replacement, credit or refund where item(s) are:

  • faulty
  • wrongly described
  • different from a sample shown to you.

If you simply change your mind, don’t worry. Provided you return your product in its original as-new condition with tags, packaging and proof of purchase, we’ll gladly exchange it, provide a rebel gift card or refund. Some exclusions apply, listed below.

Exclusions

Products that are excluded under our change of mind Returns Policy include:

  • tailor-made customer orders
  • underwear (including thermals and swimwear) and socks
  • water bottles
  • food and drink
  • rebel Gift Cards, vouchers, credit vouchers
  • delivery fees and charges

Expenses relating to product returns

Any expenses relating to the return of your product to a rebel store will normally be your cost. This does not impact your consumer guarantee rights, you may be entitled to recover reasonable postage or transportation costs if the product is confirmed to have a problem. For online store purchases that meet the return criteria, we will pay for return freight for any parcel under 22kg in weight. Parcels in excess of 22kg in weight and under 105cm in length. Parcels in excess of 22kg or 105cm will need to be assessed by our Customer Care Team.

Should a Store Manager refund an online purchase if you change your mind, the refund or rebel gift card issued will be for the value of the purchased items online, excluding any delivery fee incurred.

Some products need to be assessed

We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Some products may need to be sent to the manufacturer or their repair agent for assessment.

Our goods come with guarantees that cannot be excluded under Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Special procedure for the return of certain products

The repair of certain electrical or computing goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods and delete your data (if possible) before returning them.

Bulky product returns

For safety reasons, please contact your nearest local rebel store before returning any bulky products. We may be able to organise a supplier’s technician to inspect these products at your site:

  • treadmills
  • exercise bikes
  • home gyms.

rebel is unable to offer exchanges on items returned via mail to our online store. If an exchange is required, please visit your nearest rebel store.

Alternatively, return your item for a refund and place a new order for the correct size and/or colour.

In the event you receive an item that differs from what you have ordered, please contact our Customer Care Centre. We can advise the quickest way to find a solution.


I need to return an item

You may return online purchases to your nearest rebel store. Please take the tax invoice you received via email.

Check the Store Locator for store details and their trading hours.

This does not apply to Online Only products, which need to be returned via post. See more information about Online Only FAQ.

If your item is under 22kg and 105cm in length

rebel has teamed up with Australia Post to offer you free returns for parcels under 22kg and 105cm within Australia. This partnership is designed to make your online shopping experience more convenient should there be a need to make a return.

It's never been easier to make a return. It's free of charge and includes tracking.

If your item was purchased in the last 180 days, please use the relevant link for your state to return via post. If it is outside the timeframe, please visit your local store or contact the Customer Care Centre via webchat or email.

There are 3 options for returning your item via the post. Choose the option that suits you best. Return via the Post Office, a street post box, or a parcel locker.

To return your order that is under 22kg and 105cm long, simply:

  • 1. Select your state from the below options and follow the link;
  • 2. Complete the form, ensuring you include the 10-digit order ID. Example: RBAU0000812345;
  • 3. Pack the items to be returned;
  • 4. Print out the shipping label and attach (Post Office will print for you if you don’t have a printer at home); and
  • 5. Drop off your parcel to your nearest post office.

Post Box: Return parcels under 7kg and 35cm long can be dropped into a regular street post box. Simply follow the above process and drop it in your nearest post box.

Parcel Lockers: Return parcels under 16kg and 50cm long can fit in one of the 600 Australia Post parcel lockers open 24/7. Follow the above steps and scan your return label when depositing the return.

Please follow the links depending on your state.

If your item is over 22kg or 105cm long

For parcels over 22kg or 105cm that were ordered online, please contact the Customer Care Centre to arrange a courier pickup. You can contact us via webchat or email.

To complete your return online, you will need to provide the following details:

  • Via our Auspost Returns form when completing your return request for parcels under 20kg.
  • To our Customer Care Team for bulky returns (parcels over 20kg).
  • 1. Online order ID
  • 2. The name of the person that placed the order as shown on the order confirmation.
  • 3. An email address for updates on the progress of the return.
  • 4. An Australian mobile phone number, should we need to contact you.

For safety reasons, please contact your nearest local rebel store before returning any bulky products. We may be able to organise a supplier’s technician to inspect the products at your site. This may include treadmills, exercise bikes and home gyms.

All products that are Online Only must be returned via Australia Post. Some online only product is shipped directly from our suppliers.

We cannot accept in-store returns.


I've sent my item back

Your refund will be processed as soon as the returned product is inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to two weeks. Once the return has been approved, it takes one to two days for the refund to be made by rebel to your financial institution (for example your credit card provider).


Returns Info for items purchased instore

Item(s) purchased instore must be returned to a rebel store and cannot be returned online. This includes products that carry a manufacturer’s warranty.

Any instore purchases can be returned for an exchange or refund to any rebel storefront desk. Please visit our Store Locator for your nearest store.

Refunds will be processed via the original payment method. If you paid via debit or credit card, please ensure you have your card with you.

  • Please show your receipt or other proof of purchase at the front desk (e.g. bank statement / transaction history).
  • Return the product in the same condition as it was purchased including manuals, accessories, tags attached and or original packaging.
  • To reduce the risk of fraud, all purchases made on a debit/credit card will be credited back to the original card used. Please have your card with you.

If you don't have a receipt, we ask for and prefer to sight and record photo identification showing your name, address and signature. This information will be kept secure. You can help us determine proof of purchase by providing a bank statement or similar. This can help us establish the purchase price and allow us to process your return.

If you cannot provide satisfactory proof of purchase, rebel may, at its discretion, provide you with an exchange or a rebel Gift Card to the current value of the item, or the value that applied at the time of sale if substantiated.


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