Parts return Policy
IMPORTANT INFORMATION FOR BTB CUSTOMERS
The refund option is intended for consumers (BTC). For BTB customers (businesses), it is only possible to change the item or receive a credit note for future purchases.
GENERAL INFORMATION ON THE REFUND POLICY
You can return one or more products according to the terms provided on this page. The request for a refund must be received in writing by email, within 7 days (from the arrival to your address) for refunds and within 30 days for items you wish to replace. In addition, you have 15 days to arrange the shipment.
In the request for a return you must indicate:
- First and last name that you used for purchasing and the order number if assigned;
- You should specify if you want a refund (this option is not possible for BTB customers) or a replacement with another part.
Tailor-Made Products and special parts ordered upon request can't be returned.
You may return one or more products purchased by contacting our customer service in writing within seven days after receiving the order. This option is only possible for private customers (BTC) and not for businesses (BTB).
For electronic parts (motors, controllers, control units), we only accept returns of unused / not installed parts. After the installation, it is not possible to obtain a refund for electronic parts. In case of return of electronic components (electronic boards / motors) £/€ 20 will be deducted from the refund amount as the product received will be fully tested in the laboratory before being sold to other customers.
In case you want a cash refund, the same will be carried out after the receipt of the returning part by our warehouse and an inspection to ensure that the requirements are met. The inspection by the warehouse may take up to 15 working days.
The overall time for the refund will not exceed 30 days upon receival.
You have 30 calendar days from the date of your order to request a replacement (e.g. size change or replacement of the type of part). You can also request a voucher with no expiry date for future purchases under the same terms.
Return for uneconomical repairs and special 4-years discount (treadmills)
If you need to replace more than one piece on your treadmill, we have a special 4-years discount for you. This will guarantee that you can repair any fault which may occur to your treadmill at a reasonable cost.
For each purchase of treadmill parts over £90/€ 100, the customer will be entitled to the following additional discounts for a period of 4 years from the first purchase:
- 30% discount for the purchase of an additional part among those available in the store
- 50% discount for the third and fourth parts
This option is given for the purchase of a maximum of 3 parts and documentation that they are installed on the same equipment may be requested.
HOW TO MAKE A RETURN:
- Before sending the return, please check that the conditions have been met. We will not accept returns that do not meet all the required conditions such as returns out of terms, unauthorized returns, etc.
- Returns burdened with costs (e.g. shipping to be paid by the recipient, or shipping from non-EU countries burdened with customs duties) will not be accepted. The receiving warehouses have no cash and any costly packages will be returned to the sender.
- Never send anything before having received a return code from the customer service. Non-agreed returns will be rejected to the sender, and no reimbursement will be made, thus resulting in unnecessary costs and waste of time on both sides.
- Returns of used or damaged material will not be accepted. Tailor-made products and products ordered upon request cannot be returned.
- Make sure that the products are in the same condition in which you received them. Electronic products that have been installed / used CANNOT be returned.
- Contact our customer service in writing, providing the order number, the name used for the purchase, and specify the product(s) you wish to return.
- Pack the products properly using the original packaging (or an equally sturdy one) in such a way as to cover the original address label.
- Clearly write on the package the return code assigned to you by our customer service team, your name and the order number.
Send the package via tracked postal service or other equivalent service.
- We do not assume any responsibility for products lost or damaged during the return shipment.
- The costs of returning the item and exchanging the item are charged to the customer.
- The returns sent without indicating the RMA return number and the buyer's name on the package will be rejected or an administrative fee of £/€ 15.00 will be applied.