CANCELLATIONS, RETURNS, AND REFUNDS POLICY

Effective Date: November 19, 2021

Return & Cancellation FAQs

What is the return policy for Fitness Superstore?

Fitness Superstore allows returns within 14 days from the time you received the product. To be eligible for a refund, you must contact us within 14 days and be prepared with your proof of purchase, order number, delivery date, and the reason for the return.

What condition must returned products be in?

Returned products must be in their original condition, with original packaging and tags attached. Stickers on the product or packaging should remain intact. Fitness Superstore does not accept returns on items damaged by abuse, misuse, or obtained from unauthorized sources.

Should original packaging be kept for returns?

To qualify for returns, Fitness Superstore requires that the original packaging is retained. The product should be in its exact original state, with tags and stickers still intact. Alterations or removal of packaging labels will make the return ineligible.

Who pays the return shipping cost if an order is cancelled after dispatch?

Return shipping is at your expense. Customers must prepay and insure the return shipping charges. Refunds exclude shipping costs, and if shipping was free, the actual shipping cost will be deducted from your refund.

How should goods be packed and returned to Fitness Superstore?

Products must be packed in their original packaging, with all tags and stickers intact. The product should be in new condition and free from any damage. If the packaging is altered or damaged, the return may not be accepted. Fitness Superstore reserves the right to inspect and verify that the product was returned in its original condition.

RETURNS

Please note once the Product has left our facility, the order can no longer be cancelled and this Returns and Refund Policy will apply.

1. Return period

  • 1.1.

    In order to be eligible for a refund, you should promptly Contact Us within 14 days from the time you received the Product (“Return Period”) with information about the Product such as proof of purchase, order number, date of purchase, delivery date, and the reason for the return

  • 1.2.

    If the Return Period has passed since your purchase, we will not issue a refund

    • Contact us

2. Shipping for Returns

  • 2.1.

    You agree to return the purchased Product to us in its original and exact packaging and state

  • 2.2.

    In returning the Product, use the Order Number as the RMA and reference number

  • 2.3.

    You should ship the Product to the following address:

    Fitness Superstore, Inc.

    Business w/ Loading Dock

    537 Stone Rd Suite F Benicia, CA 94510
    +1-925-215-2927

    Receiving hours:

    Mon-Fri: 7:30 am to 3:30 pm PST
  • 2.4.

    Shipping at your expense. You must prepay and insure the shipping charges for all returns

  • 2.5.

    Refunds do not include any shipping & handling charges shown on the packaging slip or invoice. If you had an installation service performed, then that will not be refunded. If shipping shows as free on the invoice, we will deduct the dollar amount of the actual shipping bill that we received from the shipping company from the refund amount

  • 2.6.

    We are not responsible for any loss or damage to the Product during shipment. We cannot be held liable for any loss, theft, breakage, delay, or failure to deliver caused by the shipping company. We will not be liable and we will not issue a refund if we do not receive your returned Product or if we will not receive it in the same condition as we have sent it to you

  • 2.7.

    After we receive your purchased Product, our team of professionals will inspect it

3. Restocking Fee

  • 3.1.

    A Restocking Fee of 25% of the Product price will apply to all returns

  • 3.2.

    If the Return Period has passed since your purchase, we will not issue a refund

4. Conditions of Product for Return

  • 4.1.

    In order for a return of a Product to be accepted, it must meet the following conditions:

    4.1.1.

    The Product must be in the original and exact packaging and state, with the original tags attached

    4.1.2.

    Stickers on the Product box or packaging should not be removed or altered in any form

  • 4.2.

    We do not refund Products that were:

    4.2.1.

    Obtained from a source other than the website or our authorized resellers

    4.2.2.

    Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

    4.2.3.

    Damaged by misuse or activities other than the intended purpose

5. Processing of Refunds

  • 5.1.

    We will process the refund 3 to 5 business days after we receive the returned Product.

  • 5.2.

    If you are entitled to a refund, we will refund the purchase price to the original payment method you used during the purchase

  • 5.3.

    For credit card payments, it may take 7 to 10business days after we receive the returned Product for a refund to show up on your credit card statement. However, during busy periods, this may take longer. we will inform you as soon as we have processed the refund

6. Contacting Us

  • 6.1.

    We will notify you via email, within a reasonable period of time, whether you are entitled to a return or refund

  • 6.2.

    To follow-up on the status of your request, please Contact us

    • Contact us

CANCELLATION

1. Cancellation

  • 1.1.

    Before the Product leaves or departs the warehouse ("Cancellation Period"), you can initiate the cancellation of your order by submitting a cancellation request

  • 1.2.

    If you choose to cancel your order within the Cancellation Period, we will issue a full refund. Restocking Fee will NOT be charged for this cancellation

2. Hold Request

  • 2.1.

    A Hold request can be submitted at any time before the Product is shipped

  • 2.2.

    While your order is on Hold, the product you ordered will be held at the price you purchased it

  • 2.3.

    If a Hold order is requested, the advertised processing times (e.g. 1-2 weeks or 2-4 weeks, etc) will not start until the hold is released

  • 2.4.

    You can cancel your order while it is on Hold

  • 2.5.

    If you will cancel your order while it is on Hold, we can issue a full refund

  • 2.6.

    If you decide to continue with the purchase, you must communicate to us in writing to "Release HOLD, proceed with order" so we can process your order. Once the Hold is released, the standard processing times and delivery periods will start to run

3. When cancellation is not available

  • 3.1.

    Once the Product has left our warehouse, the order can no longer be cancelled, and our Returns and Refund Policy above will apply

4. Contact Us

  • 4.1.

    To cancel or hold your order, please Contact us

  • 4.2.

    We will notify you the status of your cancellation or hold request via email within a reasonable period of time

    • Contact us

For information on our chargeback process, please review our Chargeback Policy.