Returns & Exchanges
Return Policy
Standard Return Policy: You've just opened up your brand new set of Riedell, Antik, or Moxi skates, or some padding that you've found that it doesn't fit? No need to worry, we are more than happy to exchange this for you for the most appropriate size!
As long as you've let us know within 30 days of receiving of your order, and it is sent back in it's original packing without any postage labels or tape, we will get your exchange under way so you can get back out skating as soon as possible.
Unfortunately we don't provide exchanges or refunds for 'change of mind' purchases, gift cards, sale items or, custom colorlabs, or custom built skates.
Items that are being exchanged must be in NEW and UN-USED condition as determined by us. Additionally all original boxes, bags, packaging and literature must be in new condition and included with the returned product. ColorLab™ and Custom boots may not be returned. Please make sure the items you wish to exchange meet these criteria prior to proceeding. Some restrictions may apply.
To help maintain customer satisfaction, most merchandise purchased from www.riedellskates.com.au may be returned within 30 days for am exchange. All product returns require a Return Authorization Number. Items purchased from www.riedellskates.com.au are not eligible for returns or exchanges at any of our Authorized Dealer locations. Items purchased from an Authorized Dealer may only be returned or exchanged at that same Authorized Dealer. The return policy for our Authorized Dealers differs from our Return Policy Listed here, please contact the Authorized Dealer from whom you purchased your products from for additional details.
Items Not Eligible for Return: Although we have a very flexible return and exchange policy on most of the items we sell, there are some exceptions. The following items may not be returned under any circumstances:
- Discontinued or Obsolete Products
- Custom Built Products – Including ColorLab™ and Full Custom Boots
- Any product that has had post-sale services done to it (stretching, sole treatments, mounting, etc.)
As a Riedell supplier, we may offer warranty services for defective products depending on the issue, otherwise we will do everything possible to help come to an agreed solution between both parties. Please refer to our warranty and repair policy for more information. Defective products that fall within our Warranty Policy or products that were incorrectly shipped may be returned for an exchange and shipping will be covered by us. For warranty information on our products, please read our Warranty Policy.
How to Return Merchandise For An Exchange
For customers in Australia and New Zealand who ordered from www.riedellskates.com.au, click the Riedell Australia Exchange Form link below to download the form, to include with your return. You will be required to provide the order number, information about yourself, the product, and any exchange or warranty information.
Riedell Australia Exchange Form
We will pay the return shipping cost for defective products and incorrectly shipped products. For all other products being returned for an exchange within the “return period”, we do not cover the cost of return shipping.
Returned merchandise must be in original condition, and include all factory packed accessories and paperwork (e.g. straps, unmarked warranty card, manuals, instructional cards, etc.), in the original manufacturer bag/box and packaging. Incomplete returns will receive a reduced credit reflecting any missing accessories, packaging or literature. Please take special care when opening products shipped in plastic clamshell packaging as we may be unable to accept a return for items with destroyed or damaged packaging.
Returned merchandise must be double boxed with no writing on the manufacturer's box. We will not, under any circumstances, accept a return that uses a skate box or shoe box as the outer box even if the items inside are different than what is depicted on the box. Your Return Authorization Number must be displayed prominently on the outside of the shipping box. Packages without a Return Authorization Number will be refused. Refused deliveries will be subject to a return shipping fee. Returned merchandise that is lost or damaged during transit is solely the shipper's responsibility. It is important to save the tracking information to properly insure all merchandise has been successfully returned.
Return Shipping
Return shipping cost (the cost to send an item back to our warehouse) is like or comparable to your cost of driving to any store for returning an item, which is not reimbursable. Therefore, we do not reimburse any return shipping cost.
If an item you received is defective or was not the item you ordered, we will certainly replace the item with a new one, and we will cover or reimburse the shipping cost for returning defective or incorrectly sent merchandise back to our warehouse. We will ship the replacement product to you at our cost, and use every good measure to ensure that the replacement order is processed quickly.
Refunds & Store Credit
Please view our Return Policy for a list of what is considered ineligible for Return. Please take your time when selecting a product(s) from www.riedellskates.com.au as we do not offer refunds on a change of mind purchase. If you are not completely satisfied with your purchase, we will take all reasonable measures to ensure we have an alternative product that is suitable. In the instance that there is not a suitable alternative, we may consider offering a store credit, or refund. If a store credit, or refund is accepted, any 'free shipping' offering costs will be deducted from your refund. All Refunds are applied to the payment method used at the time of purchase 5-10 business days after the returned merchandise has been received, inspected and processed.
Exchanges
If you purchased a product from us that you wish to exchange for an alternative, you can return the item for an exchange. Please refer to the return policy about what is eligible for an exchange, download the exchange form, and contact us for a return authorization number.
Defective Items
An item that was discovered to be defective upon receipt can be returned for an exchange, provided that the item hasn't been used. We will pay the return shipping cost for defective merchandise. As a Riedell supplier, we may offer warranty services for defective products depending on the issue, otherwise we will do everything possible to help come to an agreed solution between both parties. We will do whatever it takes to ensure that your item is replaced promptly, without hassle.
Damaged, Missing & Lost Items
All Packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact us at (02) 4973 5999 immediately. We must be informed of all shipping related claims within 48 hours after the package was received. We will issue refunds for returns of damaged merchandise. An item that was discovered damaged upon receipt will be replaced with the same model only. Should the item not be available for replacement, you may select a different product of equal value.
Should your package be deemed Lost in Transit, please contact us at (02) 4973 5999 immediately. An investigation will be started with the courier and if the product is deemed “truly lost” we will either issue a full credit back to your purchasing card or will reship the product purchased. Should the item not be available for replacement, you will be issued refund of the product purchase price or given the option of selecting a different product of equal value.
Please allow 1 to 8 days for the processing of claims for lost packages.