Exchange / Return & Defective Footwear Guidelines:
By using this document as a reference, it will be easier for you to know when to accept a
product as defect or not.
Exchanges and refunds should be completed in accordance with the Consumer Protection
Act and retail specific returns and claims policies, where the product was purchased and witha valid store receipt.

Manufacturing defects vs. wear&tear defects:
Please remember that these are only examples, and variations of similar defects can occur.
As every case will be unique, it is important that you use your common sense and remember
to always treat the customer with respect.
Manufacuring defects – Considered as returnable defectives:

Sole problems (cracked sole/sole separation)
Stitching (loose threads or detachment due to stitching defect)Appearance problems on material (blemishes/marks/discolouration)
Visible glue
Shoelaces (wrong length, defect, wrong colour)
Deformation (the shape of the product is incorrect)

Sole seperation

Parts of the product are notattached correctly

Appearance problems

Blemishes or gel marks on thefinished productStitching

Loose threads ordetachment

In all instances, check the condition of the rest of the shoe. It can easily be a wear&tear issue
if the customer has treated the product badly.

Wear&tear defects – NOT considered as returnable defectives:
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Any defect that has accoured from heavy usage (eg. outworn sole, collapsed
midsoles, holes in places exposed to pressure, holes developing in the upper material“toe-lift”)
Broken components due to heavy usage
Uncomforatble fitting (if NOT caused by production reasons)Fit issues should be resolved before the shoes leave the store. If theconsumer is in doubt about the fit of their new shoes, suggest wearing themaround the house for a few hours, before use. Ensure the consumer is awareof the retail specific exchange & returns policy
Usage in situations outside of its purpose (eg. working in running shoes)
Material failure due to the use of orthotic inserts

Fabric/material issues

Possible deteroation offabric on the shoeToe-lift (broken mesh)

Broken holes in the upper
mesh area

Holes in the heel area

Possible deteroation offabric on the shoe

How to deal with the customer:
Treat all customer complaints with respect Listen carefully and show sympathy. Never accuse or suggest false statement. Focus
on understanding the problem and clarifying any questions the customer might have
Ask the customer for the original receipt
 A valid store receipt confirms the date of purchase
Take a close look at the product to determine whether it is a manufacturing defect orwear&tear defect Use the “Defective Examples” as a reference, when determining the cause of thedefectConsult with the store/duty manager and make a decision on whether it is amanufacturing defect or wear&tear defect

If manufacturing defect: Accept the return and offer the customer a full refund or
exchange of productIf wear&tear defect: Be polite and explain the reasons behind the decisions. If thecustomer requires esculation of the matter, refer them to your Area Manager
If the Regional Manager requires further esculation, refer them via email to ASICS
Customer Support: kiera.powell@asics.com
Please try to avoide this step by clearly explaining the reasons behind the decision

General care of your ASICS shoes:
Taking time to care for your shoes will allow them to perform at their peak as long as possible.
Here are some tips to extend the life of your shoes:
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Shoes can be cleaned using mild soap and water
Remember to remove innersoles and laces, and to thoroughly rinse off any soap
To remove dirt, stains etc., use a clean rag or soft bristled brush
Do not put shoes in the washing machine or dryer
Allow shoes to dry at room temperature overnight
DO NOT dry shoes near or with heat sources such as space heaters, open fires,or hair dryers