Return Policy

Faulty Items

At Gym Plus, we are committed to providing our valued customers with high-quality products and exceptional service. We understand that occasionally, issues may arise with a product that you have purchased from our online store. To ensure a seamless and fair resolution process, we have established the following return policy for faulty items:

1. Eligibility for Returns:

This return policy applies specifically to items that are found to be faulty or defective upon receipt.
Please inspect your order immediately upon delivery and report any issues promptly.

2. Reporting a Faulty Item:

If you receive a faulty item, please contact our customer support team within 72 hours of receiving the product.

When contacting us, please provide the following information:
- Your order number.
- A detailed description of the fault or defect.
- Clear photographs or videos that illustrate the fault, if possible. This helps expedite the resolution process.

3. Inspection and Confirmation:

Upon receiving your report, our team will review the provided information and may request additional details or evidence.

4. Return Authorisation:

If it is determined that the item is indeed faulty, we will issue a return authorisation number (RAN) and provide instructions on how to return the item to us.
Please note that any item returned without an RAN may not be accepted or processed.

5. Return Process:

Ensure that the faulty item is securely packaged for return to prevent further damage during transit. Follow the provided instructions for returning the item.

6. Resolution Options:

Upon receiving the returned item, we will inspect it to verify the fault or defect. Based on our inspection, we will offer one of the following resolutions:
- Replacement of the faulty item with a new, identical product.
- A refund for the full purchase price, including any shipping fees associated with the original order.
- Repair services, if applicable and agreed upon.
The resolution option will be determined on a case-by-case basis.

7. Timely Resolution:

We strive to resolve faulty item issues as promptly as possible. The time required for resolution may vary depending on the nature of the fault, product availability, and shipping times.

Change of Mind

1. Eligibility Criteria for Change of Mind Returns:
You will receive a refund for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse.

Our Change of Mind Return Policy is applicable to items that are unused, undamaged, and in their original packaging.

The return request must be initiated within 14 days of the delivery date.

2. Exclusions:
The following items are not eligible for change of mind returns:
- Personalised or customised products.
- Items explicitly marked as non-returnable.

3. Return Process:
To initiate a change of mind return, please follow these steps:

Contact our Customer Service team within 14 days of receiving the product, stating your order number and the reason for the return. Our Customer Service team will provide you with a Return Authorisation Number (RAN) and the return address of our warehouse.

4. Packaging and Shipping:
Ensure that the item is securely packaged to prevent damage during transit.
Affix the Return Authorisation Number (RAN) clearly on the package.
Customers are responsible for the shipping costs associated with returning the item to our warehouse.

5. Inspection and Refund:
Once we receive the returned item, it will be inspected to ensure it meets the eligibility criteria mentioned above. If the item passes the inspection, a refund will be issued to your original payment method within 7 business days.

Handling/Cancellation fees will apply at 20% of the purchase price. The original freight cost will be deducted from the refund.

6. Non-Compliance with Return Policy:
Items that do not meet the eligibility criteria or are returned without proper authorisation may not qualify for a refund. In such cases, the customer will be contacted to discuss available options.