Refund policy

We’re pretty stringent with our quality control, but occasionally something might slip through the cracks.

To arrange a return, please contact hello@tsonga.com.au

Faults/Incorrect Orders:

The Tsonga Returns Policy includes the rights you are entitled too under Australian Consumer Law. We operate under a 30 day return period from the date of purchase.

Tsonga may request photos of the fault claim prior to approving the return. If the item is found to be faulty, Tsonga will repair or replace your order at our discretion, by supplying a return shipping label*.

If your product is faulty and cannot be repaired or replaced; Tsonga will supply a return shipping label and you are eligible for a full refund (including shipping)*.

Sometimes we don't get it right. If we have sent you an incorrect item Tsonga will supply a return shipping label for the incorrect item and will rectify your order*. Also;

Items must be unworn, undamaged and unmarked
In their original condition, and
In the original packaging or shoe box (we consider this part of the item) with applicable accessories

Change of Mind: If you change your mind (it happens to the best of us), or wish to return an unwanted gift, we will still refund your purchase if returned within 30 days of purchase, but the return shipping isn’t covered and refunds will be sent to the original purchaser’s method of payment. Change of mind refunds will incur a deduction based on the cost of return shipping to your nominated address, if the request is made after utilising our size swap service.

To be eligible for a change of mind refund;

Items must be unworn, undamaged and unmarked
In their original condition, and
In the original packaging or shoe box (we consider this part of the item) with applicable accessories

We reserve the right to decline an item for a refund if:

The return was made after 30 days
The products are marked, damaged or show signs of wear
The products are not returned in their original and undamaged box or packaging

Exchanges: Finding the right size online isn’t always easy, and we want you to love your Sala shoes, so we are happy to offer exchanges when required.

To qualify for an exchange:

Email our team at hello@tsonga.com.au within 30 days of your order date
Items must be unworn, undamaged and unmarked, in their original condition and packaging
Ensure you wrap the shoes inside the shoe box to protect them during transit. Although this item isn’t your perfect pair, it will be someone else’s

Please Note:

Return shipping for exchanges is the responsibility of the consumer, however we will ship the new pair back to you for free (AU only)
For New Zealand orders, new pairs will incur a $10 flat rate shipping fee
Any returns received with damaged packaging due to improper preparation for transit will incur a $5 re-boxing fee
Replacement pairs are shipped once your original pair has been received and passed our condition assessment
Tsonga reserves the right to reject / cancel an exchange if the product arrives in a worn, marked or damaged state

Trying on Footwear: Tsonga recommends trying shoes on carpet to avoid damage to the heel and outsole

Change of Mind of Sale/Discounted Items: If you change your mind (it happens to the best of us), or wish to return an unwanted gift, we will still refund your purchase if returned within 30 days of purchase, but the return shipping isn’t covered and refunds will be sent to the original purchaser’s method of payment.

Sale/Discounted Refunds on promotional items depend on the offer type. Percentage-discount items are refunded in full. For "Buy 1 Get 1" or paired promotions, returning only part of the set voids the discount, the refund is calculated at full price for the item(s) kept, less the promotional discount, which may reduce the refund significantly.

To be eligible for a change of mind refund;

Items must be unworn, undamaged and unmarked
In their original condition, and
In the original packaging or shoe box (we consider this part of the item) with applicable accessories

We reserve the right to decline an item for a refund if:

The return was made after 30 days
The products are marked, damaged or show signs of wear
The products are not returned in their original and undamaged box or packaging

* Tsonga will provide a regular/airmail shipping label via email, which will need to be printed and attached to the package. Return shipping to the customer will be processed under regular Australia Post eParcel or International Airmail.