Exchanges and Returns

At Ultimate Fitness, we want you to love your purchase. If something isn't quite right, our team is here to help. This policy explains how returns, refunds and warranty claims are handled for purchases made through Ultimate Fitness South Africa.

Your consumer rights

Nothing in this policy limits or excludes any rights you may have under the South African Consumer Protection Act (CPA). Where the CPA provides greater protection than this policy, the CPA will apply.

Change of mind returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order. This is a goodwill policy offered in addition to your statutory rights.

To be eligible for a return, your item must:

• Be unused and unassembled
• Be in its original packaging
• Include all original accessories, manuals, hardware and components
• Be clean, undamaged and in resalable condition
• Be accompanied by proof of purchase

We recommend keeping the original packaging until you have fully inspected and tested your product. Products returned without their original packaging may not be eligible for a change-of-mind return.

Returns requested after this period may be accepted at the discretion of Ultimate Fitness. Please note that original delivery charges are non-refundable for change-of-mind returns. Customers are responsible for the cost of returning approved change-of-mind returns unless otherwise agreed by Ultimate Fitness.

Return conditions and exclusions

For hygiene, safety and quality assurance reasons, change-of-mind returns cannot be accepted where:

• The product has been assembled, installed or used
• The product has been damaged due to misuse, negligence, improper assembly or normal wear and tear
• The original packaging is missing or significantly damaged
• Components, accessories, hardware or instruction manuals are missing
• The item was specially ordered, customised or made to order

This does not affect your rights under the Consumer Protection Act in relation to faulty or defective products.

Damaged, incorrect or missing items

Please inspect your order as soon as it is delivered. If your order arrives damaged, incomplete or incorrect, please let our support team know as soon as possible, ideally within 48 hours of delivery, so we can resolve it quickly. Reporting after this time does not affect your rights in respect of faulty or defective goods.

To help us resolve the issue as quickly as possible, please provide:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging

Once your claim has been reviewed, we'll agree the most appropriate solution with you, which may include replacement parts, a replacement product or a refund where applicable. Where the issue is our fault, any related delivery or return shipping costs will be covered by Ultimate Fitness.

Faulty products and warranty claims

If your product develops a manufacturing fault during the applicable warranty period, please contact our support team. All warranty claims are subject to assessment by our technical team to determine whether the issue is covered under warranty.

Where a valid claim is approved, we'll agree the most appropriate remedy with you, in line with your rights under the Consumer Protection Act. Depending on the circumstances, this may include:

• Repairing the product
• Replacing the product or defective component
• Providing a refund

Please note that under the CPA, where goods fail to meet the required standard within six months of delivery, you may choose to have the goods repaired or replaced, or receive a refund.

Warranty cover does not apply to damage resulting from:

• Misuse, abuse or neglect
• Incorrect assembly or installation
• Accidents or improper handling
• Unauthorised modifications or repairs
• Commercial use of products intended for residential use
• Failure to follow the product's instructions for use and maintenance

Please refer to our Warranty Policy for full warranty terms and conditions.

Exchanges

The quickest way to exchange a product is to request a return for the original item (where eligible) and place a new order for the replacement item. If you have received an incorrect or faulty product, we'll arrange the appropriate solution at no extra cost to you.

Refunds

Once your returned item has been received and inspected, we'll notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method.

While Ultimate Fitness processes approved refunds promptly, your bank or payment provider may take 5 to 10 business days, or longer depending on their processing times, for the funds to reflect in your account. If you haven't received your refund after 15 business days from approval, please contact our support team.

Return shipping

To start a return, please contact our support team before sending any items back. If your return request is approved, we'll provide instructions on how and where to return your item. Returns must be authorised by Ultimate Fitness before items are sent back to us; unauthorised returns may not be accepted.

Where a return is the result of a manufacturing defect, an incorrect product supplied, shipping damage, or an error on our part, Ultimate Fitness will arrange collection or reimburse reasonable return shipping costs. For approved change-of-mind returns, customers are responsible for all return shipping costs.

Large fitness equipment

Many of our products are large, heavy and may require assembly. Customers are responsible for ensuring there is safe and suitable access to the delivery location. Products that have been assembled or installed are generally not eligible for change-of-mind returns unless required by applicable South African consumer law. Where applicable, customers are responsible for any costs associated with returning large fitness equipment.

Contact us

If you have any questions about this policy or would like to request a return, exchange, refund or submit a warranty claim, please contact our support team.

Email: support@ultimatefitnessza.co.za

Our team will review your request and guide you through the next steps as quickly as possible.