THE FITNESS SHOP RETURNS POLICY
At The Fitness Shop we are committed to our customer satisfaction, if you are not 100% satisfied with your purchase from The Fitness Shop we would like to know about it. If there is ever an issue with our products or services, please contact us so we can work through these issues with you to ensure you are satisfied with your experience.
TFS POLICY ON RETURNS
If the item you’ve received is what you ordered but you have since changed your mind (i.e. you were not happy with your choice of product), and if your product is unused, and still in its original packaging, it can be returned, however a 20% “change of mind” restock fee will apply as well as any other fees associated with the cancellation and return of your purchase. We also ask that you pay for the cost of returning the item to us, if applicable.
No returns, exchanges or refunds can be provided on items returned to The Fitness Shop in a used condition, or outside our terms and conditions.
Please note that we will be only be providing a refund by the methods available to us at the time of your return. This may involve Bank Deposit, PayPal, Credit Card Reversal or Store Credit. Please allow up to 7-14 days for refunds or credits to be processed.
To facilitate a return, please contact us directly, making sure you have your order number and product details of your purchase.
DAMAGED OR FAULTY GOODS
If your purchase does not arrive in original condition or there is a fault, The Fitness Shop will work with you to ensure you are provided with what you purchased.
If your purchase becomes damaged or faulty after use, we will work with you to resolve the issue. If your purchase has been used according to its intended use and is still within the returns period, we will work with you to organise a replacement or a refund.
Please contact us with your order number, product details, and a detailed description of the issues (videos if possible) and we will work with you to organise a replacement.
INCORRECT ITEMS RECEIVED
We acknowledge that at times, there may be mixed up items that are received. We will work with you immediately to ensure your correct item is received.
Please contact us with your order number, the incorrect item and we will resolve this for you.
PRE-ORDERS AND/OR CHANGE OF MIND:
Pre-orders cannot be cancelled or exchanged once the order is placed as pre-orders are specifically made to order.
We are not required to provide a refund or replacement for change of mind on any purchases or pre-orders.
However, if an order is to be cancelled due to change of mind prior dispatch (including pre-orders), there is a credit card refund surcharge fee of 2.5% for the value of the order. If payment made with After-pay and Zip Money it will be a 5% for the value of the order.
Please note, once an order is placed, it cannot be cancelled or altered. To provide you with the best possible service, your order will be processed moments after it is placed through our automated warehouse dispatch system.
This automated system does not allow any changes to the order once processed by the customer.
If you change your mind once you have received the goods, and the item has not been used or installed within 10 days of receiving and is in original shipping carton, you are welcome to return the item, return shipping shall be covered by the customer. There will be an up-to 30% restocking once the item is return and inspected. If any damage is found, the restocking fee may increase to a maximum of 50%. If the product is open partly/completely you will be required to securely repack and ship back to The Fitness Shop. You will receive a refund less the shipping cost to you.
You will be notified of this restocking fee once the inspection has been completed.
In either case, shipping and handling fees are not refundable.
Please contact us directly and we will work through the issue with you.
SHIPPING & DELIVERY POLICY
Delivery times vary depending on your location within Australia. We aim to dispatch your order as fast as possible – if we can get it out on the same day we will, but there are factors we can’t control that impact on delivery times. If you’re in doubt – please contact us.
Deliveries are only made on business days, during business hours.
We use the following courier companies:
- Hunter Express
- Couriers Please
- Pack & Send
- Australia Post
- The Melbourne Courier Company
- Various Local Couriers
Delivery can be made Australia wide & delivery times are guidelines and are never guarantees. Unfortunately, The Fitness Shop will not offer compensation for any delivery that arrives later than any estimate given.
All deliveries are authorised to leave at property, unless instructed otherwise.
Our aim to efficient delivery, once it has been passed to the courier company some deliveries may be late due to your location, accidents or local disruptions. In these instances, The Fitness Shop will not be liable for any consequential loss for delivery times. If your order looks damaged on delivery please check your delivery before signing for it and inform delivery driver of damage and ask them to sign the damage.