Refund, Returns and Exchange Policy

Introduction to Return and Exchange Policy

Welcome to City1Fitness, Canada’s premier destination for top-quality gym equipment. Our commitment is to ensure that every customer is completely satisfied with their purchase. This policy is designed to provide clear guidelines on how our valued customers in Canada can return or exchange gym equipment. Whether you’re upgrading your home gym or purchasing equipment for professional use, we understand the importance of flexibility and convenience in your shopping experience. This policy outlines the process for returns and exchanges, ensuring a seamless and customer-friendly experience.

Eligibility Criteria for Return/Exchange

To ensure a smooth return or exchange process, it’s important to understand what makes an item eligible:

Condition of the Item: The gym equipment must be in its original, unused condition. It should include all tags, manuals, and any accompanying accessories.

Time Frame: Returns must be initiated within 30 days for exchanges and within 15 days for refunds from the date of delivery.

Types of Items: The policy applies to all gym equipment sold, excluding any items specified as non-returnable or final sale.

This criteria ensures that the products returned are in a state that allows for resale or exchange, maintaining the integrity of our inventory and the satisfaction of our customers.

Procedure for Return/Exchange

To initiate a return or exchange of gym equipment purchased from City1Fitness in Canada, please follow these steps:

Contact Customer Service: Reach out to us at support@city1fitness.com with your order details and the reason for the return or exchange.

Verification: Our team will verify the eligibility of your return or exchange based on the criteria outlined.

Return Authorization: Once approved, we will provide you with a return authorization number and instructions on how to send back your equipment.

Shipping the Product: Package the item securely and include all original components. Ship the item to the address provided by our customer service team.

Confirmation and Processing: Upon receiving your return, we will inspect the item and process your exchange or refund accordingly.

This procedure is designed to be straightforward and hassle-free, ensuring a smooth experience for our customers.

Defective or Incorrect Items

In the event that you receive defective or incorrect gym equipment from City1Fitness:

Immediate Notification: Contact us at support@city1fitness.com or call our customer service hotline within three days of receiving the item. Please include your order number and a detailed description of the issue.

Assessment and Action: We will promptly assess the situation. If the item is confirmed as defective or incorrect, we will arrange a return and cover all associated shipping costs.

Replacement or Refund: Depending on your preference and item availability, we will either replace the defective item at no additional cost or provide a full refund.

Our priority is to ensure you receive the quality equipment you expect from City1Fitness.

Shipping and Handling for Returns/Exchanges

When returning or exchanging gym equipment at City1Fitness:

Customer Responsibility: The customer is responsible for the shipping costs of returning the item. Ensure the equipment is securely packaged to prevent damage during transit.

Shipping Instructions: Use a reliable courier service and consider insuring the package. Retain your shipping receipt as proof of dispatch.

Address for Returns: The return shipping address will be provided by our customer service team upon initiating the return or exchange process.

Additional Costs: Be aware of any potential additional shipping or handling fees that may apply.

This policy ensures a clear understanding of the responsibilities and procedures related to shipping for returns and exchanges.

Refund Process

Upon returning your gym equipment to City1Fitness:

Inspection and Approval: Upon receipt, we will inspect the item to ensure it meets our return criteria.

Processing the Refund: Once approved, a refund will be issued to your original method of payment.

Timeline: Please allow 2-3 business days for the refund to be processed.

Same Channel Refund: The refund will be credited back through the same payment channel used for the purchase.

Notification: You will receive an email notification confirming the refund.

This process is designed to be transparent and efficient, ensuring you receive your refund promptly.

Exchange Process

For customers looking to exchange gym equipment at City1Fitness:

Selecting New Item: Identify the replacement item you wish to receive.

Availability Check: We will verify the availability of the replacement and inform you accordingly.

Differential Costs: If the new item is more expensive, we will provide instructions for paying the difference. Conversely, if it’s cheaper, we will refund the difference.

Shipping of Replacement: Once the exchange is confirmed, we will ship the replacement item to you.

Timeline: The entire exchange process, including shipping, will be completed as efficiently as possible to minimize any inconvenience.

This process is designed to be straightforward and accommodating, ensuring a smooth exchange experience.

Exceptions/Non-returnable Items

In our commitment to maintain the highest quality of gym equipment, City1Fitness outlines certain exceptions to our return and exchange policy:

Custom Orders: Items that are made to order or customized as per specific customer requirements.

Clearance Items: Products purchased from clearance sales, marked as non-returnable.

Health and Safety Products: For hygiene and safety reasons, certain health-related products may be excluded.

Damaged Items: Products damaged after delivery due to misuse or neglect.

Understanding these exceptions helps ensure that our return and exchange process is fair and maintains the quality standards of our products.

Customer Responsibilities

When engaging in returns or exchanges with City1Fitness, customers have certain responsibilities:

Condition of Item: Ensure the gym equipment is in the same condition as when received, unused, and with all original packaging.

Timely Return: Initiate the return or exchange process within the specified time frames (30 days for exchanges, 15 days for refunds).

Accurate Information: Provide correct and complete information when contacting customer service for returns or exchanges.

Shipping: Safely package and ship the item back, bearing any associated shipping costs.

Adhering to these responsibilities ensures a smooth and efficient return or exchange process for all parties involved.

Policy Changes

City1Fitness reserves the right to update or modify this Return and Exchange Policy at any time:

Notification of Changes: Any changes to the policy will be communicated through our website and, where applicable, via email to our customers.

Effective Date: Changes will take effect from the date they are published on our website.

Compliance: Customers are encouraged to review the policy regularly to stay informed of any updates.

This clause ensures our policy remains adaptive and relevant, aligning with business needs and regulatory requirements.

Legal Compliance and Jurisdiction

In formulating our Return and Exchange Policy, City1Fitness adheres to:

Local Laws and Regulations: Our policy is crafted in compliance with Canadian consumer protection laws and e-commerce regulations.

Jurisdiction: Any disputes or legal matters arising from returns or exchanges will be subject to the jurisdiction of the courts in the region where City1Fitness operates.

Consumer Rights: We respect and uphold the statutory rights of all our customers.

This commitment ensures that our policy is not only fair but also legally sound, providing reassurance to our customers.

 Contact and Support

For any inquiries or assistance related to our Return and Exchange Policy, City1Fitness provides multiple support channels:

Email Support: Reach out to us at support@city1fitness.com for detailed queries or to initiate a return/exchange process.

Phone Support: For immediate assistance or clarification, contact our customer service team.

Online Resources: Visit our website for FAQs and detailed guidelines on returns and exchanges.

Our dedicated team is committed to providing prompt and helpful support, ensuring a seamless experience for our customers.