This page attempts to cover all the different scenarios that may require returns to be made. If for some reason your situation is not covered by this page, please contact us.
What happens when...
The product I ordered was damaged in transit
The customer must refuse parcels delivered in a damaged condition. Once you sign for it, the courier company will not accept liability for items damaged in transit. If your order was damaged in transit after leaving our warehouse we offer a replacement or refund. The courier in question will collect the parcel and return to Oliver Fitness Equipment Limited, once verified your return/refund will be processed.
When will I get my replacement / refund?
Most refunds or replacements (when approved) are completed in 3-5 days after we receive and process your return.
The product I received is not what I ordered
We’ll replace the product free of charge with the correct item.
The product I ordered arrived faulty or does not seem to work correctly
Please contact us immediately as the problem may be simply resolved over the phone or by email. If the problem cannot be resolved, Oliver Fitness Equipment Limited will require the item back for bench testing. If the product proves to be faulty the item will be repaired or replaced. A refund maybe offered in some circumstances.
The product I ordered didn’t work as intended or is incompatible with my equipment
Oliver Fitness Equipment Limited is not obliged to refund orders due to incompatibility issues, incorrect installation, or where a product was incorrectly selected. In cases where we agree to the return of a product, the Customer will be credited store credit at invoice value less any freight content and potentially a re-stocking fee of 15%. If a store credit refund has been agreed upon the product must be complete with all original contents, manuals and packaging for a refund to apply.
The product I ordered did not arrive
Please contact us with details of your order and we will contact the delivery company to work out what happened and to make sure that the shipment arrives with you as soon as possible.
The product I ordered was damaged during installation
Oliver Fitness Equipment Limited is not liable for any refund or replacement of products that were damaged during the installation. If any damage occurs the product where changes to the original installation are made, again Oliver Fitness Equipment Limited will not replace or refund the goods.
Can I exchange my product for a different product?
Yes if it is un-used and still sealed in its original packaging and returned within 30 days. If you want to exchange for a different item, you will need to return the item and place a new order.
I've had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty products we sell. Oliver Fitness Equipment Limited is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us .
Who pays for the return?
Any product that’s agreed to be returned must be adequately packed and dispatched freight prepaid by the purchaser. Oliver Fitness Equipment Limited pays the return freight for any repair or replacement. Oliver Fitness Equipment Limited does not pay return freight for any product returned that’s tested by Oliver Fitness Equipment Limited and proven non-faulty.
What can I return?
You may return most new, unopened items sold and fulfilled by Oliver Fitness Equipment Limited within 30 days of delivery. A 15% restocking fee may be applied.
I have opened the product and used it will you still take it back?
We will not refund or accept any product that has been opened or used in such a way that it cannot be sold as new. In these situations its best to resell the item on Trademe or similar as we can’t sell used products.
Oliver Fitness Equipment Limited is not liable for packages that are lost in transit during a return. It is highly recommended that you use a traceable shipping service when you send back your merchandise.