New Balance RETURNS Returns and Exchanges. Can I return items at a New Balance store. New Balance store operate separately to Newbalance.com.au. They will not process a refund for an online item. We recommend following our free returns guide. Related articles Return Instructions Exchanges I had a discount on my order & need to make a return. How do I get the same discount applied to my new order? Refunds Damaged or defective items Comments 0 comments Article is closed for comments.