FREQUENTLY ASKED QUESTIONS

OzfitnessEquipment has 3 store locations in Australia: Sydney (Headquarter), Melbourne, and Brisbane.

Delivery information during COVID-19 pandemic!

You may experience delivery delays due to increased government border checks for delivery drivers, and for some rural areas may experience slightly longer delays. Please contact us If you have any questions. 

1.Return Policy

Faulty/Damaged Goods Returns

You are entitled to a full refund or exchange, if the following requirements are satisfied：

• The item is a manufacturing defective good (The cause of the fault and the problem with the goods was not your fault);
• For some technical goods, we reserve the right to have returned goods assessed within a reasonable time frame by the manufacturer, technicians or a third party to determine this, including whether the goods are defective or simply require some form of basic troubleshooting;
• The item is wrongly described (misleading);
• PLEASE NOTE: Consumable parts or accessories provided CANNOT be the reason for refund.
• If the returned item does not meet the conditions of this policy, you will be responsible for the all cost occurred.

Change of Mind Returns

Our goal is to ensure that each customer has the most hassle-free and easiest online shopping experience. We fully understand the concerns shoppers go through when shopping online. Should you wish to return anything after purchase, we are more than happy to process refund or exchange to another product, providing that the following conditions are met:

7-day Free Postage Return Policy

• Returned within 7 days of receiving order (based on courier delivered date )
• Only available for SYD/BNE/MEL Metro areas and Newcastle, Wollongong, Central Coast, Geelong, Bendigo, Ballarat, Pakenham, Wallan, Portsea, Gold Coast, Sunshine Coast, Ipswich
• Restocking fee:
  a) In a resalable condition and not damaged in any way：5%
  b) In other condition (eg.used/broken/scratched)： restocking fee is subject to the result assessed by technicians
• We will book a courier company to pick up your item. Please email us and we will guide you to process the returns.

30-day Return Policy

• Returned within 30 days of receiving order (based on courier delivered date )
• Within Australia
• Restocking fee:
  a) In a resalable condition and not damaged in any way：10%
  b) In other condition (eg.used/broken/scratched)： restocking fee is subject to the result assessed by technicians
• If you cannot bring the item back to us, we will book a courier company to pick the item up for, at your expense. We will send the shipping invoice to your email. Please email us and we will guide you to process the returns.

If the returned item does not meet the conditions of this policy, we reserve the right to reject the refund on the item.

Gaming Tables (Pool Tables, Table Tennis Tables, Air Hockey Tables, Foosball, and Poker Table)

• Due to the nature of the gaming tables, it’s highly UNLIKELY that you receive a defective table. Hence, a refund will only be granted, providing that EITHER the item is faulty OR if you change your mind and the item is returned within 7 days of purchase, and the item is returned in the same condition to that when you received it, which is new, unused, and re-saleable condition, including original packaging and tags.
• Any cosmetic (such as tiny chips, uneven painting, discoloration, etc) or missing parts issues can easily be solved by a replacement. Hence, a full refund will not be provided for any cosmetic issues or missing parts. However, our Customer Service Department may, at their discretion, decide to offer a partial refund as a compensation. The replacement will be offered within 60 days of purchase. Any replacement claim after 60 days may probably incur surcharge.
• Please note that OZ Fitness Equipment will not be responsible for any liquid or weather damage on our INDOOR tables series. INDOOR Tables needs to be place in a fully-enclosed area.
• Any damage caused by extreme weather on outdoor tables will also NOT be covered by warranty.
• OZ Fitness Equipment will not be responsible for any installation-related issues (such as broken slates, worn-out screws, etc) if you assemble or install the gaming tables by yourself. Any kinds of installation-related issues are not covered by the warranty.
• Normal wear and tear, or consumable parts (such as cue tips or ping pong rackets and balls) will NOT be covered by warranty. PLEASE NOTE: Consumable parts or accessories provided CANNOT be the reason for refund.

Gym Equipment

• Due to the nature of the Gym Equipment, it’s highly UNLIKELY that you receive a defective item. Hence, a refund will only be granted, providing that EITHER the item is faulty OR if you change your mind and the item is returned within 7 days of purchase, and the item is returned in the same condition to that when you received it, which is new, unused, and re-saleable condition, including original packaging and tags.
• Any cosmetic (such as tiny chips, uneven painting, discoloration, etc) or missing parts issues can easily be solved by a replacement. Hence, a full refund will not be provided for any cosmetic issues or missing parts. However, our Customer Service Department may, at their discretion, decide to offer a partial refund as a compensation. The replacement will be offered within 60 days of purchase. Any replacement claim after 60 days may probably incur surcharge.
• Please note that OZ Fitness Equipment will not be responsible for any weather damage on our Gym Equipment.
• Consumable parts (such as dumbbell rubbers, adjustable dumbbells handles, etc) will not be covered by warranty.
• Any issue caused by misuse or abuse such as using our domestic-grade treadmill or gym station as a commercial one, will not be compensated or covered by warranty.
• Please note that electrical gym equipment (i.e treadmill) needs to be serviced or under maintenance on a regular basis. Failing to provide enough care or maintenance will incur issues that are not covered by warranty.

ELECTRIC SCOOTER & BIKE

• A refund will only be granted, providing that the item is returned within 7 days of purchase , and the item is returned in the same condition to that when you received it, which is new, unused, and re-saleable condition, including original packaging and tags.
• Due to the nature of the scooters and bikes, Only item with manufacturer defects (such as unsafe structure etc) can be returned to OZ Fitness Equipment. OZ Fitness Equipment needs to be satisfied that there is a manufacturing fault. The cause of the fault and the problem with the goods was not your fault.
• Any cosmetic (such as tiny chips, uneven painting, discoloration, etc) or missing parts issues can easily be solved by a replacement. Hence, a full refund will not be provided for any cosmetic issues or missing parts. However, our Customer Service Department may, at their discretion, decide to offer a partial refund as a compensation. The replacement will be offered within 60 days of purchase. Any replacement claim after 60 days may probably incur surcharge.
• Normal wear and tear will not be covered by warranty.
• Please note that consumable parts (such as tyres, wheels, handles, etc.) will not be covered by warranty. However, OZ Fitness Equipment is more than happy to provide assistance in acquiring spare parts for our loved customers at a really low cost. If certain spare parts are not in stock, up-to-months waiting time will be expected since getting in touch with the manufacturer or supplier is needed.
• Like normal cars, scooters and bikes needs to be serviced or under maintenance on a regular basis. Failing to provide enough care or maintenance will incur issues that are not covered by warranty.
• If you are using the scooter or E-bike for commercial purposes (such as food delivery), any issues occurred will not be covered.
• Any issue caused by misuse or abuse (i.e travel 5000km or more in 6 months without any proper maintenance) will also not be covered by warranty.

Health & Living & Electrical Equipment

• The nature of the products under this section involves lots of electronic parts or connection, and for any factory defects, please inform us in store or online through massager or email within 72 hours after you pick up or receive the item. We reserve the right for not being responsible issue if you get in touch with us after 72 hours.
• Any issue caused by misuse or abuse such as using our domestic-grade item as a commercial one, will not be compensated or covered by warranty.
• Any cosmetic (such as tiny chips, uneven painting, discolouration, etc) or missing parts issues can easily be solved by a replacement. Hence, a full refund will not be provided for any cosmetic issues or missing parts. However, our Customer Service Department may, at their discretion, decide to offer a partial refund as a compensation. The replacement will be offered within 60 days of purchase. Any replacement claim after 60 days may probably incur surcharge.

Display Model/ Factory Second — Warranty & Return

• All On-display (Factory Second) Items are NOT eligible for return & refund. Please check the item carefully in your local store before making the purchase.
• Depending on the condition of the item and depending on the deal with your salesperson, all on-display (factory second) items will come with 1-6 months warranty. Please be rest assured that we are more than happy to assist with our customers at a very reasonable price if you warranty expires.

What if I want to swap/ change to another item?

• If you simply change your mind, and have the item returned within 7 days of purchase, and the item is returned in the same condition to that when you received it, which is new, unused, and re-saleable condition, including original packaging and tags, then you only need to pay price difference to upgrade or we refund you the price difference to downgrade.
• If you have opened the box and used the item, then depending on the condition of your item, 20%-100% restocking fee will apply.
• Exchange or Swap is NOT available after 30 days of purchase. However, our Customer Service Department may, at their discretion, decide to offer an exchange or swap. Please kindly get in touch with our Customer Service Department at customerservice@ozfitnessequipment.com.au.
• PLEASE NOTE: Your warranty will NOT extend after swap or exchange.

After Pay / Zippay Refund Method

• Afterpay/Zip pay IN-STORE purchases are ONLY eligible for a store credit (Voucher). No actual cash back will be available.
• If your return is only eligible for a credit voucher, you will be issued a credit note form/voucher when your return is completed and continue to make any remaining payments through afterpay/Zip pay. That is to say, Any remaining payments will continue to be deducted from your specified payment method by After pay/Zip pay (not OZ Fitness Equipment), and you will receive a credit note for the full/partial purchase amount at the time of the return.
• Afterpay/Zip pay ONLINE purchases returned for a refund will be refunded back through Afterpay or Zippay. In cases where only part of an order is returned for a refund, Afterpay will automatically update your payment plan.

How long you have to return a product?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Customer Service Department can assist you with further information about the warranty period for the product you return.

Some products need to be assessed.

If you spot an issue with your product, please get in touch with our Customer Service Department at customerservice@ozfitnessequipment.com.au. Please also take several pictures or short videos of the issue and attach them in the email along with a brief description. We need to assess your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment.

Exclusions

In some cases a refund, replacement or repair may not be offered if you:

• substantially modify the product;
• misuse the product contrary to user instructions or packaging labels; or
• simply change your mind.

Certain products are usually excluded under our Returns Policy unless they are faulty, these may include:

• substantially modify the product;
• tailor made customer orders;
• gift-cards, vouchers, credit vouchers.

Goods Damaged in Transit

If any goods arrived damaged in transit, you can choose to not accept the goods and send it back with the courier company. We may arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

In the event that the courier company’s truck is full and unable to pick up the damaged goods, please leave a note specifying the damage on the goods and leave it with the courier company. The courier company will then pass it onto OZ Fitness Equipment and we will be in contact with you regarding a later date swap of the damaged goods.

If you fail to leave a note with the courier company, which means that we can’t find any record in our system, stating that the item is arrived damaged, we can ONLY offer replacement instead of the refund, providing that you get in touch with OZ Fitness Equipment within 48 hours after your item is delivered.

2.Warranty

• All products are under ONE YEAR WARRANTY.
• All of our merchandise are under excellent and strict quality control. However, if there is a manufacturer fault, please inform us within 3 days of receiving merchandise. We’d like to offer an exchange or replace the faulty part.
• Items damaged during shipment will be replaced. Please sign “Receive as Damaged” on consignment note so that we can file a claim with courier company.
• Damages caused by misuse, abuse, incorrect assembly, irregular maintenance and physical damages are not covered in the warranty.
• There will be a non-refundable 20% restocking fee for all other returned items (unless there was an error on our part). Return shipping will be paid by the buyer and a refund will be initiated within 3-5 business days of receiving returned item.
• This warranty policy is only valid for use of the product for home or light commercial use. If you want to use the product for commercial purposes, this warranty is inapplicable and please contact us for more commercial model options and advise related warranty policy.

3.Shipping Policy