Return, Cancellation & Refund Policy

1. Order cancellation

Before dispatch

You may request cancellation before dispatch by contacting us with the order number. FitPro does not charge a cancellation fee for a standard stocked order cancelled before dispatch.

After dispatch

If the order has already been handed to the carrier, cancellation may be handled as a return. For a voluntary/change-of-mind cancellation, actual forward/return logistics costs may be deducted only where they were disclosed or are reasonably attributable to the return. This does not apply to defective, wrong, misdescribed or otherwise legally returnable goods.

Cancellation by FitPro

FitPro may cancel an order for genuine reasons such as stock unavailability, pricing/technical error, failed payment verification, suspected fraud, legal restriction or inability to service the delivery location. If FitPro cancels an accepted prepaid order, the amount paid will be refunded. We will not impose a consumer cancellation charge unless a similar burden is borne by us when we cancel unilaterally, as required by applicable e-commerce rules.

2. Returns we accept

Subject to verification and applicable law, a return/replacement/refund request may be accepted when:

• the item received is defective, deficient, spurious or unsafe;
• the item is materially different from the model, features, quantity or condition advertised/agreed;
• the wrong product was supplied;
• the product arrived physically damaged in transit;
• delivery is materially later than the stated delivery schedule, except where the delay is caused by force majeure; or
• a product-specific return promise shown on the product page, quotation or invoice applies.

For faster resolution of visible transit damage or wrong delivery, please notify us within 48 hours of delivery with photographs/video and packaging details. This reporting period is for quick evidence collection and does not waive any non-waivable statutory right for a defect that is discovered later.

3. Change-of-mind returns

For eligible, non-installed accessories and standard stocked products, FitPro may accept a voluntary change-of-mind return requested within 7 calendar days of delivery if the product is unused, undamaged, complete, and in original packaging with accessories/manuals.

Unless the product page expressly offers free returns, the customer may be responsible for return logistics for a voluntary change-of-mind return.

Normally not eligible for change-of-mind return

• commercial gym setups, outdoor gym installations, made-to-order/customized equipment or special procurement;
• products that have been assembled, installed, materially used, damaged, altered or have missing parts/accessories;
• hygiene-sensitive personal-use items after opening/use, where resale is not appropriate;
• items sold on clearly disclosed final-clearance terms where permitted by law.

These exclusions do not remove rights relating to defective, wrong, misdescribed, spurious or otherwise legally non-conforming goods.

4. Return process

1. Contact FitPro with order/invoice number, product model and reason for return.
2. For damage/defect, provide clear photos/video and serial number where available.
3. We may arrange remote diagnosis, technician inspection, pickup or ask you to send the item to an approved address.
4. Do not ship heavy equipment back without written return instructions.
5. After receipt/inspection, we will confirm repair, replacement, credit or refund as applicable.

5. Refunds

Once a refund is approved, FitPro will initiate it to the original payment method or another lawful method agreed with you, normally within 2 business days of approval. Actual bank/payment-gateway credit may take approximately 5–10 business days, depending on the payment provider.

Accepted refund requests will be processed within a reasonable period and in accordance with applicable RBI/payment-system requirements and consumer law.

For COD orders, we may request bank/UPI details in the name of the purchaser for refund processing.

6. Repair, replacement and warranty

Depending on the nature of the issue, availability and applicable warranty, FitPro may first offer repair or replacement where appropriate. Manufacturer/brand warranty terms may apply to motors, electronics, frames and parts. Any manufacturer warranty is in addition to, and does not replace, statutory consumer rights.

Damage caused by misuse, unauthorized repair, water ingress, abnormal power conditions, overloading beyond rated user capacity, or failure to follow safety/installation instructions may fall outside warranty where lawfully permitted and supported by inspection.

7. Custom, commercial and made-to-order orders

For customized gym layouts, fabricated equipment, specially imported/procured products or commercial packages, cancellation/return terms may differ because production or procurement may begin specifically for the customer. Any non-recoverable commitment, advance condition or cancellation consequence must be clearly disclosed and accepted before payment or before production/procurement begins. Statutory rights for defective or misdescribed goods remain unaffected.

8. If you disagree with our decision

Please first use the grievance contact below. If a consumer grievance remains unresolved, you may use remedies available under the Consumer Protection Act, 2019, including the National Consumer Helpline and the competent Consumer Commission/other lawful forum.