New Balance Return Policy: 45-Day Returns, Refunds, Fees, and Exceptions
By Ethan Parker · Updated: October 22, 2026
The New Balance return policy allows customers in the United States to return most eligible footwear, clothing, and accessories within 45 days, provided the merchandise is in new condition. For online orders, the return period begins on the shipping date. For purchases made in stores, it begins on the purchase date.
New Balance accepts qualifying returns at its retail and Factory stores, while eligible online purchases can also be returned by mail. In-store returns are free, but non-members pay a $5 fee when returning online orders by mail. Members receive free online returns.
However, final-sale merchandise, worn products, and certain special purchases are subject to additional restrictions. New Balance also offers a separate Fit Promise for qualifying sports bras.
This guide explains return deadlines, item-condition requirements, proof of purchase, online and in-store procedures, refunds, exchanges, membership benefits, and important exceptions.
New Balance Return Policy at a Glance
| Policy Detail | Current Rule |
|---|---|
| Standard Return Window | 45 days |
| Online Return Window Starts | Shipment date |
| In-Store Return Window Starts | Purchase date |
| Required Item Condition | New condition, unless a specific exception applies |
| Proof of Purchase | Receipt, order confirmation email, or packing list |
| In-Store Returns | Free at New Balance and New Balance Factory stores |
| Online Returns by Mail | Available for eligible online orders |
| Mail Return Fee for Members | Free |
| Mail Return Fee for Non-Members | $5, deducted from the refund |
| Refund Method | Original form of payment |
| In-Store Refund | Immediate refund processing |
| Mailed Return Refund | Allow up to 14 days after New Balance receives the return |
| Online Exchanges | No direct exchanges; return and reorder |
| Final-Sale Items | Not returnable |
| Worn Items | Generally not accepted |
| Special Exception | Fit Promise for eligible sports bras |
| Gift Cards and eGifts | Non-returnable |
Understanding the New Balance Return Policy
New Balance generally accepts returns of eligible merchandise in new condition within 45 days. Customers who change their minds about a purchase, receive an unsuitable size, or decide an item does not meet their needs can request a refund if they satisfy the policy requirements.
The standard policy applies to qualifying purchases made directly through New Balance’s U.S. website and physical stores.
When Does the 45-Day Return Period Start?
The starting date depends on how the merchandise was purchased.
- Online purchases: The 45-day period begins on the shipment date.
- In-store purchases: The 45-day period begins on the purchase date.
- New Balance-hosted event purchases: These must follow the applicable in-person return process.
For example, an online order shipped on October 1 would generally reach its 45-day deadline on November 15.
The delivery date is not the standard starting point for online returns. This matters because customers who receive their orders several days after shipment have less time remaining to inspect and return their purchases.
New Balance’s return FAQs occasionally use purchase-date wording when describing online return instructions, but its primary policy explicitly identifies the shipment date for online orders.
Customers should use the shipment confirmation and confirm their deadline through the official return process.
New Balance Return Windows by Product Category
Most eligible products follow the same standard 45-day return period, although certain programs and sales channels have additional conditions.
| Product Category | Return Window | Important Conditions |
|---|---|---|
| Shoes and Sneakers | 45 days | Must be in new condition |
| Running Shoes | 45 days | Worn shoes generally cannot be returned |
| Clothing and Apparel | 45 days | New condition required |
| Accessories | 45 days | Must satisfy standard eligibility rules |
| Eligible Fit Promise Sports Bras | 45 days | May qualify after wearing or testing |
| Final-Sale Merchandise | Not returnable | Excluded from standard returns |
| New Balance Reconsidered Purchases | 45 days | Separate resale-program rules apply |
| Gift Cards and eGifts | Not returnable | Cannot be refunded under the normal return policy |
New Balance Shoes and Sneakers
New Balance running shoes, lifestyle sneakers, walking shoes, and other eligible footwear generally fall under the 45-day policy.
The shoes must remain in new condition.
Trying shoes on to assess their fit is different from wearing them regularly. Shoes showing substantial wear, dirt, or damage may be refused.
For customers uncertain about sizing, checking the fit before using the shoes outdoors reduces the risk of an unsuccessful return.
New Balance Clothing and Accessories
Eligible apparel and accessories generally follow the same 45-day deadline.
New Balance requires returned merchandise to remain in the condition in which it was received.
Customers should avoid wearing, washing, altering, or damaging clothing they intend to return.
However, qualifying sports bras covered by the Fit Promise have different rules, including an allowance for reasonable wear during fit testing.
What Condition Must New Balance Returns Be In?
Under the standard New Balance return policy, merchandise must be in new condition.
New Balance reserves the right to refuse worn or damaged products.
Before returning an item, customers should check that:
- The product remains in new condition.
- Shoes do not show signs of significant wear.
- Clothing has not been damaged or altered.
- Any original components and accessories are available.
- Proof of purchase can be provided.
- The item is not marked final sale or non-returnable.
Retaining the original packaging, labels, and tags is helpful when preparing a return, although the general policy does not establish a universal requirement to retain every tag or the original shipping carton.
For in-store returns of online orders, New Balance specifically states that customers do not need to repack their merchandise.
Can You Return Worn New Balance Shoes?
New Balance generally does not accept worn shoes under its standard 45-day return policy.
The company requires shoes to remain in new condition and reserves the right to reject merchandise showing wear or damage.
This distinction is particularly important for running shoes.
A pair that feels uncomfortable after several outdoor runs is not necessarily eligible for a standard return simply because fewer than 45 days have passed.
Can You Return New Balance Shoes After Trying Them On?
Trying shoes on indoors to determine whether they fit is different from using them regularly.
However, the shoes must still satisfy New Balance’s new-condition requirement.
Avoid wearing them outdoors if you are considering a return.
What If You Have Already Worn the Shoes?
If the shoes have been used, the standard return policy may no longer apply.
Customers with worn shoes can consider New Balance Reconsidered, a separate trade-in program that accepts certain used footwear in exchange for a voucher.
Acceptance is not guaranteed, and trade-in eligibility differs from refund eligibility.
New Balance Fit Promise for Sports Bras
New Balance offers a special Fit Promise for selected sports bras purchased after February 1, 2025, from its U.S. website or eligible New Balance retail stores.
This program allows customers to wear and test qualifying sports bras before deciding whether the fit is suitable.
Unlike the ordinary new-condition requirement, eligible bras can be returned after the tags have been removed and the products have been worn during exercise.
Which Sports Bras Qualify?
The eligible styles identified by New Balance include:
| Sports Bra | Style Number |
|---|---|
| RC Bra | WB51052 |
| NB Essential Run Bra | WB51032 |
| NB Define Train Bra | WB51053 |
| NB Essential Train Bra | WB51035 |
| NB Harmony Yoga Bra | WB51037 |
| NB Essential Yoga Bra | WB51039 |
| Klutch X NB Racerback Bra | WB53612 |
| AC Train Bra | WB61Q0QK |
Qualifying products must be returned within 45 days of the applicable purchase or shipment date.
The Fit Promise does not cover damage caused by misuse, unreasonable use, improper care, unauthorized repairs, or lost products.
Purchases from New Balance Factory stores are excluded from the qualifying retail-store purchase terms.
For eligible returns, the refund goes to the original payment method. In-store returns are free, while mailed returns are free for members and subject to the standard $5 fee for non-members.
New Balance Exceptions and Non-Returnable Items
Not every New Balance product is eligible for a refund.
The main exclusions involve final-sale merchandise, non-returnable products, and merchandise that fails to meet the required condition.
Final-Sale Products
Products specifically marked final sale or non-returnable cannot be returned through the standard process.
Customers should review product descriptions and checkout information before purchasing discounted merchandise.
Worn or Damaged Products
New Balance can refuse merchandise that has been worn or damaged.
The Fit Promise for qualifying sports bras is a documented exception to the normal worn-product restriction.
Gift Cards and eGifts
New Balance gift cards and electronic gift cards cannot be returned.
They also cannot generally be exchanged for cash, except where required by law.
Items Purchased Through Other Retailers
Purchases made from independently operated retailers or third-party marketplaces are not automatically covered by the direct New Balance return procedure.
Customers who purchased New Balance shoes from another seller should review that seller’s return requirements.
How to Return an Item to New Balance
New Balance provides two primary methods for eligible returns: returning merchandise in person or shipping an eligible online order back.
The available method depends on the original purchase channel.
Returning a New Balance Item In Store
Customers can return qualifying online and in-store purchases at New Balance or New Balance Factory stores.
Follow these steps:
- Locate a New Balance or New Balance Factory store.
- Gather the merchandise you want to return.
- Bring your receipt, order confirmation email, or packing slip.
- Present the item and proof of purchase to a store associate.
- Allow the associate to review the return.
- Receive your refund to the original payment method when the return is approved.
New Balance states that in-store returns are free and receive immediate refund processing.
Customers returning online orders do not need to repack the items before visiting the store.
Returning an Online Order by Mail
Eligible online orders can also be returned through New Balance’s online return process.
To return a product by mail:
- Visit the official New Balance returns section.
- Enter your order number and shipping ZIP code, or sign in to your account.
- Select the eligible merchandise you wish to return.
- Follow the instructions to generate a return shipping label.
- Package the product securely.
- Attach the label according to the provided directions.
- Send the parcel using the designated shipping method.
- Keep the shipment confirmation and tracking information.
Members receive free online returns.
For non-members, New Balance deducts a $5 fee from the refund.
Can You Return an In-Store Purchase by Mail?
No. Under New Balance’s published U.S. policy, items purchased in physical stores must be returned in person.
Similarly, purchases made at New Balance-hosted events must follow the applicable in-person return channel.
The mail-return option is intended for eligible online orders.
What Do You Need to Return an Item?
New Balance requires valid proof of purchase.
The standard policy identifies the following acceptable documentation:
- Original purchase receipt
- Order confirmation email
- Packing list
For online returns, the order number and shipping ZIP code can be used to locate the purchase through the return portal.
Members may also access eligible orders through their New Balance accounts.
Keeping this information accessible helps prevent delays when starting a return.
Can You Return New Balance Shoes Without a Receipt?
New Balance requires valid proof of purchase for standard returns.
However, the original printed receipt is not the only acceptable document.
An order confirmation email or packing list can also provide proof.
What If You Lost Your Receipt?
If you purchased your shoes online, look for the order confirmation email.
You can also sign in to your account and review your order history.
If you purchased the shoes in a store, check whether you still have an acceptable purchase record.
New Balance does not publicly establish a universal receiptless-return entitlement, guaranteed store-credit alternative, or standard refund amount for purchases without proof.
If you cannot locate any acceptable documentation, contact New Balance Customer Care before visiting a store.
New Balance Online vs. In-Store Returns
Although the same general return window applies, the return methods and costs differ.
| Feature | Online Purchases | In-Store Purchases |
|---|---|---|
| Standard Return Window | 45 days from shipment | 45 days from purchase |
| Return in New Balance Store | Yes | Yes |
| Return in Factory Store | Yes | Yes |
| Mail Return | Yes, if eligible | No |
| In-Store Return Fee | Free | Free |
| Mail Return Fee | Free for members; $5 for non-members | Not applicable |
| Refund Method | Original payment method | Original payment method |
For online customers who live near a New Balance store, returning merchandise in person can eliminate the non-member mail-return fee.
It also provides faster refund processing than shipping the product back.
New Balance Return Shipping Fees and Other Charges
The cost of returning merchandise depends on the return method and membership status.
| Return Method | Fee |
|---|---|
| In-Store Return | Free |
| Online Return by Mail — Member | Free |
| Online Return by Mail — Non-Member | $5 deducted from refund |
The $5 charge is described by New Balance as a restocking fee for non-member online returns.
It does not apply to standard in-store returns.
Example of a Non-Member Mail Return
Suppose a customer returns an eligible $100 purchase by mail.
If the customer is not a New Balance member, the $5 return fee would reduce the merchandise refund to $95, before considering any applicable adjustments.
A qualifying member making the same return would not incur that fee.
Are Original Shipping Charges Refunded?
New Balance’s general return information does not clearly establish that original delivery charges are refunded for every standard return.
Customers who paid for shipping should verify whether those charges qualify for reimbursement in their specific circumstances.
The fee for shipping an order originally and the fee associated with returning it are separate matters.
New Balance Refund Methods and Processing Times
New Balance generally issues approved refunds to the original payment method.
The processing timeline depends on whether the return is completed at a store or shipped to the company.
| Return Method | Expected Refund Processing | Important Notes |
|---|---|---|
| In-Store Return | Immediate | Refund is processed at the store |
| Mailed Return | Up to 14 days after receipt | Allow time for return processing and posting |
| Gift Card Purchase | Refunded to original gift card | Original gift-card refund rules apply |
| eGift Purchase | New eGift sent by email | Refund issued as electronic gift value |
How Long Do New Balance Refunds Take?
For shipped returns, New Balance advises allowing up to 14 days after the company receives the package for the refund to process and post to the payment method.
This period does not include the time the return package spends in transit.
Customers should distinguish between shipping time, return processing, and the financial institution’s handling of a refund.
Do In-Store Returns Get Refunded Immediately?
Yes. New Balance states that eligible in-store returns receive immediate refund processing.
However, immediate processing does not necessarily mean that the money appears instantly in a bank or credit-card account.
The actual account posting can depend on the payment provider.
Can New Balance Issue an Early Refund?
The online return portal indicates that some customers may receive an instant refund after the shipping carrier scans their return label.
This is conditional rather than guaranteed.
New Balance may recharge the original purchase amount if the merchandise is not returned as required, does not match the purchase, is damaged, or the return is considered fraudulent.
Customers should therefore complete the entire return process even when an early refund appears.
Does New Balance Offer Exchanges?
New Balance does not offer direct exchanges for online orders.
Customers who want a different size, color, or style must return the original eligible product and place a new order.
How to Change Your Shoe Size
To replace an online purchase with another size:
- Confirm the original shoes qualify for return.
- Start the return process online or visit an eligible store.
- Select the replacement size you need.
- Place a new order.
- Retain confirmation information for both transactions.
Selected replacement styles may also be available for purchase at New Balance or New Balance Factory stores.
What Happens If You Used a Discount Code?
If a discount from the original purchase has expired, New Balance advises contacting Customer Care about applying the discount to the replacement order.
Some single-use promotional codes cannot be reissued, so the original discount is not guaranteed.
Damaged, Defective, or Incorrect New Balance Items
Customers who receive defective, damaged, or incorrect merchandise should contact New Balance Customer Care.
These situations should be distinguished from ordinary change-of-mind returns because a problem with the delivered product may require different handling.
What If Your Shoes Arrive Damaged?
Inspect the footwear when it arrives.
If there is visible damage or a manufacturing concern, preserve the order information and document the issue.
Contact New Balance to determine the appropriate resolution.
Do not assume that the ordinary worn-item restriction resolves every product-defect claim.
What If You Receive the Wrong Item?
If the product does not match the order, contact Customer Care with the relevant order details.
Keep the original merchandise and packaging available until New Balance provides instructions.
Does New Balance Have a Shoe Warranty?
Certain New Balance footwear products may qualify for a separate limited warranty program.
For example, New Balance publishes an NDurance Rubber Outsole Limited Warranty Guarantee for qualifying shoes purchased during the specified 2026 program period.
That guarantee has its own eligibility, purchase-date, claim, and inspection requirements.
It is not a general promise that every worn New Balance shoe can be returned after the standard 45-day period.
New Balance Gift Returns and Gift Card Purchases
Gift-related returns depend on the purchase documentation and original payment method.
Can You Return Shoes Received as a Gift?
A qualifying product may be eligible for return if it meets the standard conditions and valid proof of purchase is available.
However, New Balance does not establish a universal policy guaranteeing that a gift recipient without purchase documentation will receive store credit.
If the gift recipient does not have an acceptable receipt or order confirmation, contacting Customer Care is the appropriate next step.
What Happens If You Paid With a Gift Card?
When an eligible item purchased with a physical New Balance gift card is returned, the refund is added back to the original gift card.
For purchases made with an eGift, New Balance emails a new electronic gift card for the refund amount.
Can New Balance Gift Cards Be Returned?
No. New Balance gift cards and eGifts are non-returnable.
They generally cannot be converted into cash, except where required by law.
New Balance Sale, Clearance, and Final-Sale Returns
Customers should distinguish ordinary promotional discounts from items specifically labeled final sale.
A reduced price does not automatically establish that merchandise is non-returnable.
However, New Balance explicitly excludes products marked final sale or non-returnable.
Before buying discounted footwear, review the item description and any checkout restrictions.
If a product is identified as final sale, do not assume that the standard 45-day policy will apply.
New Balance Reconsidered Return Policy
New Balance Reconsidered is a separate resale and trade-in initiative involving eligible used or cosmetically imperfect merchandise.
Its purchase-return rules differ from those for standard new products.
| Policy Detail | New Balance Reconsidered |
|---|---|
| Return Window | 45 days |
| Return Shipping Fee | $7.50, deducted from the refund |
| Final-Sale Items | Not returnable |
| Product Condition | Items sold in disclosed resale-condition grades |
| Misrepresented or Damaged Item | Separate support and review procedure |
If a Reconsidered purchase arrives damaged or materially different from its description, customers can contact the program’s support team and provide photographic evidence.
When the issue is verified, the team may provide a return shipping label.
Can You Return Used Shoes Through Reconsidered?
Buying a used product through Reconsidered and trading in your own used shoes are different transactions.
Eligible used footwear may be accepted for trade-in in exchange for a voucher.
A trade-in voucher is not the same as a refund under New Balance’s standard return policy.
Customers should review the separate Reconsidered requirements before submitting used footwear.
New Balance Membership Return Benefits
New Balance offers a free membership program that provides several shopping benefits, including free online returns.
Membership does not require a paid subscription.
What Return Benefits Do Members Receive?
The most relevant return benefit is avoiding the $5 non-member fee for eligible mailed returns.
Members can also access their purchase history through their accounts, which can make finding online orders easier.
Does Membership Extend the 45-Day Return Window?
New Balance’s published membership benefits do not establish an extended standard return period.
Members and non-members are therefore subject to the same general 45-day deadline unless another specific policy applies.
Can You Join Before Making a Return?
New Balance states that membership benefits are available immediately after registration.
Customers can create an account or sign in to access the applicable online return benefits.
Eligibility remains subject to the retailer’s terms and the specific return transaction.
New Balance Holiday Return Policy
New Balance’s standard published return policy provides a 45-day return period.
A separate extended deadline for the 2026 holiday shopping season has not been established in the policy information reviewed here.
Customers should not assume that holiday gifts automatically qualify for additional return time.
For purchases made near Thanksgiving, Black Friday, or Christmas, the applicable standard deadline should be checked unless New Balance announces specific holiday terms.
What Happens If the New Balance Return Window Has Passed?
Returns submitted outside the standard 45-day period may be refused.
New Balance does not publicly guarantee a general late-return exception.
If the deadline has passed, possible alternatives depend on the situation.
For example, footwear with a qualifying manufacturing defect may be eligible for review under an applicable warranty.
Gently used shoes may also qualify for a voucher through New Balance Reconsidered.
Neither option guarantees a refund for an ordinary late return.
How to Track a New Balance Return and Refund
For online returns, customers should retain the return label confirmation and carrier tracking information.
After shipping the package, monitor its delivery status.
New Balance’s published mailed-return timeline begins after the company receives the merchandise.
If the expected refund period passes without an update, contact Customer Care and provide the order number and tracking details.
For in-store returns, retain the transaction confirmation until the refund appears in the original payment account.
Common Reasons New Balance May Deny a Return
A New Balance return may be rejected when the merchandise fails to satisfy the applicable policy.
Common documented reasons include:
- The return is outside the allowable period.
- The product is marked final sale or non-returnable.
- The merchandise is worn or damaged.
- Required proof of purchase is unavailable.
- The purchase must be returned through a different channel.
- The product does not qualify under a special return program.
New Balance reserves the right to inspect returned merchandise and refuse ineligible items.
What to Do If Your New Balance Return Is Denied
If a return is refused, begin by identifying the specific reason.
Check the purchase date or shipment date, the product condition, and any final-sale restrictions.
If the issue involves proof of purchase, look for the order confirmation email or packing list.
For purchases from independent retailers, confirm whether the original seller’s policy applies instead.
If the merchandise appears defective, ask whether the issue should be evaluated under a warranty rather than the standard return procedure.
Contacting Customer Care with the relevant order information is the most practical way to clarify unresolved eligibility questions.
How to Contact New Balance Customer Care
New Balance provides customer-service assistance through telephone support and online chat.
Official U.S. customer-service phone number: 800-595-9138
Published customer-service hours are:
| Day | Customer-Service Hours |
|---|---|
| Monday–Friday | 9 AM–9 PM Eastern Time |
| Saturday | 9 AM–6 PM Eastern Time |
| Sunday | Online chat hours listed as 9 AM–6 PM Eastern Time; phone support closed |
Customers can also access order tracking and return initiation through the New Balance customer-service section.
Have your order number, proof of purchase, and relevant product details available when contacting support.
Tips for a Smoother New Balance Return
A few practical steps can help prevent avoidable return problems.
- Check your shipment date. Online purchases have a 45-day period measured from shipment, not ordinary delivery.
- Keep shoes in new condition. Avoid outdoor wear when considering a standard return.
- Save order documentation. Retain your receipt, order confirmation email, or packing list.
- Check for final-sale restrictions. Review the product’s eligibility before beginning a return.
- Use an in-store return when convenient. This avoids the non-member $5 mail-return fee.
- Sign in to your membership account. Eligible members receive free online returns.
- Retain return tracking. Keep evidence that a mailed package was handed to the carrier.
- Review special programs separately. Fit Promise sports bras and Reconsidered purchases have their own requirements.
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Frequently Asked Questions
How Many Days Do You Have to Return New Balance Shoes?
New Balance generally allows 45 days to return eligible shoes in new condition. The period begins on the shipment date for online orders and the purchase date for in-store purchases.
Can You Return Worn New Balance Shoes Within 45 Days?
Generally, no. Standard returns require new-condition merchandise, and New Balance reserves the right to refuse worn shoes. The special Fit Promise for eligible sports bras does not extend to ordinary footwear.
Can You Return New Balance Shoes Without the Original Box?
For eligible online orders returned in person, New Balance states that repacking is unnecessary. However, the merchandise must still satisfy the new-condition requirement. Retaining the original shoe box is advisable, especially for mailed returns.
Can You Return New Balance Online Purchases to a Store?
Yes. Eligible online orders can be returned to New Balance and New Balance Factory stores with acceptable proof of purchase. In-store returns are free.
Does New Balance Charge for Returns?
In-store returns are free. Eligible mailed returns are free for members, while non-members pay a $5 fee deducted from the refund.
How Long Does New Balance Take to Refund Money?
In-store returns receive immediate refund processing. For shipped returns, New Balance advises allowing up to 14 days after it receives the package for the refund to process and post.
Can You Exchange New Balance Shoes for Another Size?
New Balance does not provide direct exchanges for online orders. Customers should return the original eligible purchase and order the preferred size separately.
Can You Return New Balance Sale Shoes?
Sale merchandise may be returnable if it meets the applicable conditions. Items specifically marked final sale or non-returnable are excluded.
Conclusion
The New Balance return policy provides a standard 45-day return window for eligible merchandise in new condition. Online orders are measured from the shipment date, while in-store purchases are measured from the purchase date.
Customers can return eligible products at New Balance or Factory stores without paying a return fee. Mailed returns are free for members, while non-members pay a $5 fee. Final-sale items and worn merchandise generally cannot be returned, although qualifying sports bras have separate Fit Promise protections.
Before returning an item, confirm its eligibility, locate acceptable proof of purchase, and select the appropriate return method. Keeping return tracking and transaction records helps ensure you can follow up if your refund is delayed.