Refund policy

Returns & Cancellations

30-Day General Return Policy:

Most purchases are eligible for return within 30 days of delivery under the following conditions:

The return process is initiated within 30 days of delivery.
The item is in its original packaging, brand new, unused, unassembled, and uninstalled.
The customer is responsible for return shipping costs.
A restocking fee, typically 25%, will be applied to most returns. However, for certain products, the restocking fee is less than 25%. These exceptions are noted below or on the specific product pages.

Items Not Eligible for Return Include:

Items that have been used, opened, or removed from their original packaging.
Products that have been assembled or installed.
Clearance, custom-made, or built-to-order products, including custom upholstery colors.
Items returned after 30 days of receipt.
Products marked as non-returnable or non-refundable.
Items returned without prior return authorization.

Non-Returnable, Non-Refundable Products (After 24 Hours):

The following items are non-returnable and non-refundable after 24 hours from payment:

Balanced Body Pilates, Elina Pilates, Align Pilates
SportsArt Fitness, Jacobs Ladder, Versaclimber, Power Plate
Any used or assembled product
Customized items, including upholstery
Built-to-order products

Return Process:

To initiate a return, email returns@gymshq.com with the following details:

Order number
Date of delivery
Reason for return

If your item qualifies for return, we will provide a shipping quote. You are responsible for covering the shipping cost. After we receive and inspect the returned item, we will issue a refund to your original payment method, less the applicable restocking fee (typically 25%, unless otherwise specified). If the returned item is incomplete or not in brand-new condition, we reserve the right to issue partial credit based on the manufacturer's assessment.

Damages:

Please be present at the time of delivery to thoroughly inspect your package. For any damages or missing parcels, note them when signing the Bill of Lading (BOL) for freight deliveries or report the issue to the ground shipping carrier within seven days.

Take photos or videos of any damage and send them to returns@gymshq.com, and we will handle the insurance claim with the manufacturer.

For additional details, refer to our shipping guide or contact us at returns@gymshq.com.

Cancellations:

You can cancel any order within 24 hours of payment. To do so, simply reply to your order confirmation or email us at returns@gymshq.com with your name and order number.

After the 24-hour window, most orders can still be canceled before shipment, but there are exceptions. If your order has already shipped or been assigned a tracking number, we will not be able to cancel it. In that case, you will need to follow our return policy.

Non-Cancellable Items After 24 Hours:

Custom or built-to-order items cannot be canceled after 24 hours from the time of payment. If your order involves any customization or is made-to-order, we cannot cancel or refund it after this window.

Product Quality Guarantee:

At GymsHQ, we strive to ensure that every customer receives their product in like-new condition. If your item arrives damaged, we’ll file a claim for you and either replace the item or issue a full refund.

If a product is faulty or malfunctions after assembly and initial use, you’re covered under the manufacturer’s warranty, which includes options for parts, labor, or in some cases, a replacement.

Brand-Specific Returns, Cancellations & Refund Information:

Troy Barbell & Fitness:

Shipping is FREE. For warranty and return policies, see below:

USA Line:
90-day warranty starting from the shipping date. Returns are subject to a 15% restocking fee, with a minimum charge of $25.
VTX Line:
1-year warranty starting from the shipping date. Returns are subject to a 15% restocking fee, with a minimum charge of $25.
Troy Line:
5-year warranty starting from the shipping date. Returns incur a 25% restocking fee, with a minimum charge of $25