Refund policy

30 days to return eligible equipment. If your purchase is not right for your space, we will help you understand your options. Our voluntary return offer is separate from your rights for faulty goods and qualifying online purchases.

Last updated: 7 October 2026

Our 30-day return offer

Contact us within 30 calendar days of delivery to request a return or exchange. The window starts when you receive the item, not when you order it. For a change-of-mind return under this offer, the equipment must be unused, unassembled and uninstalled, with its original packaging, tags, manuals, fixings and accessories.

Please keep the packaging while you check that the equipment suits your space. Heavy machines need suitable packing to travel safely. We will confirm the return arrangements with you before anything is collected or sent back.

What the voluntary offer excludes

• Equipment that has been assembled, installed or used.
• Used personal-contact items such as gloves, wraps, grips and mouthguards.
• Flooring and matting that has been cut, trimmed or laid.
• Custom-built equipment, custom lengths and made-to-order items.
• Products clearly sold as clearance, final sale or pre-loved.

These exclusions apply only to our additional 30-day change-of-mind offer. They do not override a statutory cancellation right or a valid claim for faulty, damaged, incorrect or misdescribed goods.

Your statutory rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online goods purchase within seven days of receipt without giving a reason or paying a penalty. Only the direct return cost may be charged, and payment must be refunded within 30 days of cancellation. Statutory exceptions apply, including qualifying personalised or made-to-specification goods. Our voluntary-return conditions do not replace this right.

Where the Consumer Protection Act applies, goods that fail its quality standards within six months of delivery may be returned at our risk and expense. You may choose repair, replacement or a refund as provided by the Act. If a repair fails or another defect appears within three months of repair, the Act provides for replacement or refund. Manufacturer warranties are additional to these rights.

How to arrange a return

1. Email info@gymmachines.co.za or WhatsApp 078 986 6530 with your order number, the item and your request. For a fault or damage, include photographs if available.
2. We aim to reply within 1-2 business days with the next steps, packing guidance and the correct return destination.
3. Use the agreed collection service or a suitable tracked courier. Keep your proof of return.

Please contact us before sending heavy equipment to our business address, as the receiving location can depend on the product. Return instructions help us handle your parcel; an authorisation delay does not remove a valid statutory cancellation or claim.

Who pays for return transport?

Change of mind: you pay the direct return transport cost. Heavy freight can be expensive, so ask us for help checking dimensions and access before you order. Free outward delivery does not mean free change-of-mind returns.

Faulty, damaged or incorrect goods: we cover the return transport and arrange suitable collection where needed. Original packaging is helpful, but it is not a condition of a valid statutory fault claim.

Damage or a problem on arrival

Check the equipment and packaging when it arrives. Photograph visible damage and tell us as soon as possible, ideally within 48 hours, so we can investigate with the carrier. This reporting request is not a deadline that cancels your statutory rights. Stop using equipment that may be unsafe and contact us to agree the appropriate remedy.

Refunds and exchanges

We inspect returned items and explain the outcome by email. Approved refunds are normally processed within 5-7 business days of receipt and inspection, subject to any shorter legal deadline. For a qualifying statutory online cancellation, the 30-day refund deadline above still applies.

Bank-transfer refunds are returned to the original payer's verified bank account. We may request the information needed to verify the refund, but never your online-banking password, PIN or one-time password. Your bank may take additional time to reflect the payment.

If a voluntary return arrives incomplete or outside the agreed condition, we will explain the issue before deciding the outcome. Exchanges depend on stock; we will confirm any price difference before dispatching a replacement.

Warranty support

Contact Gym Machines first with your order details, model and a description of the problem. Any additional manufacturer warranty depends on the product and its stated terms; there is no single warranty period across the whole catalogue. We will help coordinate the claim without replacing our own obligations as the retailer.

Speak to us

Email info@gymmachines.co.za, call 054 004 0036 or use our contact form. See our contact information for our address and opening hours.