At Volans, we want to ensure that your online shopping experience is enjoyable in terms of product range, price, and delivery.
We understand that there could be situations where you might want to return/exchange your purchase and we would be happy to facilitate as explained below:

For change of mind returns:
• Customers are responsible for the postage of returning goods with registered mail, unless we have made an error on your order. The item must be returned in original, re-saleable condition with all packaging intact. The item must be securely packed to ensure it is received back with us in original and re-saleable condition. Please include your original invoice and the email correspondence authorising your return. Thus, we strongly advise to choose postage with tracking when returning. In the case where we don’t receive your returns due to packages being lost in transit, we are not responsible for your package and no refunds will be made, as you can make the claim to the courier for loss of goods.

General Conditions for Returns (All Products):
• All exchanges, returns & cancellations must be in its original condition, packaging and with tags (if applicable) for a full refund less admin & restocking fee of 20% or NZ$12.00, whichever is higher.
• Exchange, refunds & cancellations must be made within 30 days of receipt of the product.
• Postages are non-refundable.
• Faulty goods need to be returned to us in its original packaging with proof of purchase for refunds or exchanges within 30 days of purchase.
• Ensure we are notified first of any returns so that we may lodge a case ID internally and allocate your return parcel to the correct processing department or it may be lost during a return.
• If your item is damaged in transit, incomplete, or you received a wrong item, please send us at least one clear image of your item and its damaged packaging (including the box you received in) prior to fully opening it to [email protected] quoting your order ID number. Our customer service will contact you for further action. Keep the item unused, and in its original condition until further clarification with us. Once the item is used, our return policy will be voided and no longer applies to your order.
• Please note that it is the customer’s responsibility to check the goods upon arrival and notify us if there is a problem, as we strictly do not refund, replace or exchange after 30 days.

Return Request
Please email us at [email protected] with the below information to request a return of a product for exchange, credit or refund.
If your product is faulty and you would like to open a warranty claim, please scroll down to the warranty section.
Once you submit a Returns Request, we will contact you within 1-3 business days to confirm the next step or request further information. Please do not post the item until you have received a Returns Merchandise Authorisation (RMA) number from our Returns Team.

1) Full Name on Order *
2) Your email address *
(We will use this email to communicate with you about the return)
Order/Invoice Number *
(Found in the top right corner of your paper invoice, or in the subject line of your email confirmation)
3) Purchase Date *
4) Product Name *
5) Reason for Return *
6) Preferred Resolution *
7) If you would like an exchange, please confirm your shipping address (including post code)
8)Is the item is original, resaleable condition with all provided packaging and tags? *

WARRANTIES
If you believe that your product has arrived faulty or developed a fault within the warranty period, simply fill out the form here. We will endeavour to contact you within 2 business days to talk you through the process of the warranty claim.

If you contact us about the fault within 90 days of receiving the item, we will send you a pre-paid return label for returning the faulty item. This is only eligible for Australian and New Zealand customers and only with our provided Auspost labels; we will NOT refund any postage fees if you send products without our prepaid labels.
Depending on the manufacturer, nature of fault and time of year, warranty claims can take 1-4 weeks to resolve. We will advise you at the time the fastest way to process your warranty.
If the item returned is found not to be faulty, we will charge a reshipping fee of AU $9.95 to return the product to you. To avoid this, please follow all troubleshooting we send you and read the product manual carefully before posting. Many problems with electronics can be resolved via our email support without need for return.
Any free items included in your order are eligible to be replaced only if faulty on arrival, they are not eligible for change of mind returns or regular warranties.

Some warranty claims must be made directly with supplier, we cannot submit them on your behalf. We will let you know if this is the case.
Once you submit a Warranty Request, we will contact you within 1-3 business days to confirm the next step or request further information. Please do not post the item until you have received a Returns Merchandise Authorisation (RMA) number from our Returns Team.

Please email us at [email protected] with the below information:
1) Full Name on Order *
2) Your email address *
(We will use this email to communicate with you about the warranty)
3) Order/Invoice Number *
(Found in the top right corner of your paper invoice, or in the subject line of your email confirmation)
4) Purchase Date *
5) Product Name *
6) Reason for Warranty Claim*
7) What troubleshooting have you tried already?*
8) Approximately how much had you used the product before you noticed this issue? (in kms for shoes, uses or months for other products)
9) Preferred Resolution *
10) If you would like a replacement or exchange, please confirm your shipping address (including post code)
11) Please upload an image of the problem if possible.