Can I return New Balance shoes if I've worn them?

No, the standard policy requires items to be **unworn and in their original packaging** (shoes in the original box, tags attached). Worn items won't be refunded under the standard return. **However**, if the shoes are genuinely **faulty**, that's a separate claim: UK law (Consumer Rights Act 2015) covers defects even after wear, and a fault within six months is presumed to have existed at sale. Contact Customer Care with photos to authorise a defective-item return.

Can I return a newbalance.co.uk order to a New Balance store?

No. Items purchased on **newbalance.co.uk cannot be returned or exchanged at New Balance stores or retailers**, online orders must be sent back via the prepaid UPS label. This differs from the US, where newbalance.com orders *can* be returned in store for an immediate refund. If you bought in a physical store, return it to that store, not online.

What if New Balance ignores my refund or complaint?

Reviewers report front-line agents refusing to escalate. Put your complaint in writing to **nbukcs@newbalance.co.uk** with your order number and request a formal complaint reference. If they still stall or only offer a voucher, escalate through your payment provider, buyers have won full refunds via **Klarna disputes** and card chargebacks/Section 75 when New Balance failed to handle a faulty-goods claim correctly. Cite the Consumer Rights Act 2015.

Can I get a refund on custom (NB1) or personalised New Balance items?

Generally no. **NB1 custom shoes** are made to order and **name/number player kits** are custom-made, so neither is eligible for return or exchange. The exception is a manufacturing error or defect, if your custom pair arrives faulty, contact Customer Care and they'll handle it case-by-case. Always double-check custom orders before placing them, since the no-cancel rule applies too.

Do I have to pay for return shipping to New Balance?

No, UK returns are **free** using the prepaid UPS label included with your order. If you've lost the label, you can generate a new one online (enter your order number) or contact Customer Care to have one emailed. Drop the parcel at a UPS Access Point or book a UPS collection. On the US site, returns are free for members but non-members pay a $5 restocking fee.

Can I cancel my New Balance membership?

New Balance membership is a **free loyalty programme**, not a paid subscription, there's no recurring charge, so there's nothing to 'cancel' financially. Members get free shipping and free returns year-round with no minimum spend. If you want to stop marketing emails, use the unsubscribe link or manage preferences in your account; to delete the account entirely, contact Customer Care at nbukcs@newbalance.co.uk.

REFUND GUIDE

How to Get a New Balance Refund.

Q: How long does a New Balance refund take?

New Balance asks you to allow **5-10 business days** after the warehouse receives your package for the refund to be processed back to your original payment method (the US site quotes up to 14 days). You may even get an *instant refund* once your return label is scanned by the carrier. In practice, Trustpilot reviewers report delays and having to chase, keep your UPS drop-off proof as evidence if you need to escalate.

Inside 30 days their own policy is on your side; statutory cooling-off rights may stack on top. Outside it, you've still got tools, a clear email, a card-issuer chargeback, the lot. Here's the playbook for New Balance.

Last verified yesterday against New Balance’s own Terms · UK, US, and EU rights covered below

The short answer

The UK site gives you 30 days from the delivery date to return unworn items in their original packaging for a full refund, using the free prepaid UPS label. Refunds go back to your original payment method and take 5-10 business days to process once the warehouse receives your parcel. Custom NB1 shoes, personalised items and name/number player kits can't be returned. Faulty goods are covered separately under the Consumer Rights Act, push for a refund, not just a voucher.

Or let yoink chase the refund.

30 seconds to set up. yoink emails New Balance, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What New Balance actually says

“If you're not 100% satisfied with your purchase, you can return your items for free within 30 days of the delivery date of your order.”
, verbatim from New Balance’s terms

30-day cancellation windowPro-rata refund: noStatutory cooling-off: 14 days in UK + EU on new subs

How long does a New Balance refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note New Balance’s own policy works on a 30-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with New Balance for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any New Balance subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail New Balance can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, New Balance has ~45 days to defend. Works regardless of where New Balance is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a New Balance charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If New Balance is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use nbukcs@newbalance.co.uk, the route yoink has verified actually gets read for New Balance.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi New Balance team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the Consumer Contracts Regulations 2013, I'm entitled to cancel this contract by notice through the same channel it was formed in. Please confirm by reply that the refund will be processed to my original payment method.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for New Balance

In the **UK** there's no cancellation fee and returns are free within 30 days using the prepaid UPS label. On the **US** site, online returns are free for members, but **non-members are charged a $5 restocking fee** deducted from the refund. Note New Balance can recharge you the full amount if a returned item isn't received within 30 days of the label scan, doesn't match the order, is damaged, or the return is deemed fraudulent.