Returns and Refunds

The short version

Thirty days. Free size exchanges. Free returns. We cover the postage both ways, and that includes sale items.

Futsal shoes have to fit exactly, and no size chart survives contact with a real foot. Charging you to fix that would be a strange way to run a store that claims to know about fit.

Free size exchanges

If the size is wrong, email us and we will send the correct size out and cover the return postage on the pair you have. You do not need to buy the replacement separately and wait for a refund.

If the size you need has sold out, we will refund you in full instead, including what you paid to ship it.

Change of mind

You have 30 days from delivery to send anything back for a refund, for any reason, including if you simply do not like them. We cover the return postage.

Condition

Try them on indoors, on a clean surface. As long as they are unworn outdoors and come back in original condition with the box, you are covered.

The one thing we cannot take back is a pair that has been played in. Court dust and scuffing on the outsole are not something we can undo, and we will not resell a used pair as new.

Grip socks can only be returned unopened, for hygiene reasons.

How to start a return

Email nick@futsalhub.com.au with your order number and tell us whether you want a different size or a refund. We will send you a prepaid return label and instructions.

Please contact us before sending anything back, so we know it is coming and can get your replacement moving.

Refunds

Once your return arrives and we have checked it, we will refund your original payment method. Refunds are processed within 3 business days of us receiving the parcel, and your bank usually takes another few days to post it.

We refund what you paid for the goods and any shipping you paid on the original order.

Faulty, damaged or wrong items

If your order arrives damaged, faulty, or is not what you ordered, contact us and we will make it right at no cost to you. Replacement or refund, your choice, including all postage.

Manufacturing faults are not limited to the 30-day window. If a shoe fails in a way it should not have, tell us and we will sort it out.

Your rights under Australian Consumer Law

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

Nothing in this policy limits those rights, and they apply to sale items exactly as they apply to full-price items.

Questions

Email nick@futsalhub.com.au. We are an Australian business and we answer during Australian business hours. It is a small operation, so you are talking to the person who packs the box.