All of our products are backed by a ninety (90) days warranty. Should you receive damaged merchandise as a result of a default caused by the manufacturer, we will evaluate, on a case by case basis, if your item is covered by the warranty. Our support team holds the right to determine if the item is covered or not.
Instructions for Modifying or Cancelling Your Order Before Shipping
If you need to make changes to your order or cancel it, you can do so free of charge at any time before your order is processed and shipped. You can contact us by phone, use the live chat feature at the bottom of your screen, or send us an email with the following information:
- Your order number
- The product(s) you wish to cancel or add to your order
- The reason for your cancellation request
If all criteria are met, our team will be able to modify your order at no additional cost, and refund procedures will automatically be initiated once the order is cancelled.
Return Instructions for Processed and Shipped Orders
To request an exchange or refund, please make your request within 15 days of receiving your order. Please ensure that the products are returned in their original packaging, as any return requests without the original packaging will not be accepted. You are responsible for repackaging and shipping all items back to us in their original condition.
If you decide to initiate a return, a prepaid return label will be provided at a discounted rate. Please be aware that these return labels are valid for a period of fourteen (14) days from the date of issue via email. If you do not use or exchange the prepaid return label within this timeframe, you will be responsible for the cost of obtaining a second prepaid return label.
Please note that all returns are subject to a restocking fee equivalent to ten percent (10%) of the total value of the returned product(s). Failure to return items in their original condition and packaging may result in a restocking fee ranging from ten percent (10%) to thirty percent (30%), at the discretion of our receiving agent.
To initiate a return, please contact us via Live Chat at the bottom of your screen or email us at email@example.com, providing the following information:
- Your order number
- The product you wish to cancel
- The reason for your cancellation
The refund or compensation process will begin once we have received the package and conducted the necessary inspection. Please refer to the processing time for more information.
Information Regarding Returns for Defective or Missing Items Upon Arrival
We always strive for the highest quality in our products before they leave our warehouse. While it's a rare occurrence, there can be instances of damage during the shipping process. If your order arrives with damage or missing parts, regardless of the reason, we are ready to assist by providing replacement parts or even a new unit, depending on the extent of the damage.
In the event that a product is returned under warranty terms with a request for a refund or an exchange, our response will be based on a careful assessment of the returned item. We retain the right to decline the refund or exchange request and may adjust the refund amount or apply additional fees for the exchange in the following circumstances:
- If there has been a breach that invalidates the warranty coverage provided by our company.
- If the condition of the product does not align with its original state or the condition reported by the client when requesting the return. This includes, but is not limited to, situations such as:
- Missing parts
- Undisclosed damage to the product
- Improper packaging
- Failure to adhere to instructions regarding product handling or any actions that may impede the company's ability to refurbish and/or resell the product.
Aesthetic problems are not considered defects. A defect is considered to be present if there is a problem that affects the operation or the handling of the product.
If you believe you have received a defective product, please contact us within 7 days of receiving the product.
To initiate the return, write to us via Live Chat at the bottom of your screen or email us with the following information:
- Your order number
- The item that is defective/missing
- A photo or video of the defect
A customer service representative will assess your situation and assist you accordingly. Provided your item is defective, we will replace the item without charge as soon as possible.
If a return is initiated, a prepaid return label will be provided free of charge. Please note that return labels are only valid for a period of fourteen (14) days from the date of issue by email. If you do not use, exchange or use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.
The refund will be initiated once the package has been received and inspection has been done. See more information below about the processing time.
Unclaimed Orders or Address Issues
In the event that an order is returned to us due to non-collection at the post office or an address-related error, a member of our team will reach out to you via email. If we do not receive a response from you within 30 days of this email notification, the order will be canceled without the possibility of a refund or exchange. If you wish to have the product reshipped, any additional shipping charges will be your responsibility.
Returns Processing Time
Upon receiving the package at our warehouse, please allow a processing time of 5 to 10 business days, as all items must undergo inspection before acceptance. If more than 10 business days have elapsed since the email confirmation was sent, please do not hesitate to contact us.
You will receive a confirmation email as soon as the refund has been processed. Following the refund, kindly allow up to 10 business days for the transaction to reflect on your bank statement.
Returns for large items which include but are not limited to the “Curved Wooden Treadmill”, “Wooden Water Rowing Machine” and “Air Rowing Machine” will be charged a return shipping fee. Due to the size and weight of these products, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may also incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly, or accidents. If your product has shipped, even if you have not received your machine, return shipping and restocking fees will apply.
Please note that due to the popularity of our products, some of them are only available for pre-order at different times. You can refer to the date range mentioned on the individual product page to know when the product will be back in stock. To thank you for your trust, there is always a discount on pre-ordered equipment (prices are already marked down). You can cancel your pre-order at any time before your order is fulfilled, no questions asked.
Disclosure: If you finance your purchase with Paybright Inc. or Sezzle, and one or more items in your order has an extended ship date, your loan payment(s), including interest, may be due before you receive your purchase.
*Please note that any change in the delivery method of your order or a late cancellation of your order could result in a 10$ fee.