Refund policy
This page sets out what happens if you need to cancel an order, return something, or deal with a fault. Your rights under South African law always apply, and nothing on this page limits or replaces them.
Changed your mind?
You can return an order within 14 calendar days of delivery. We do not charge a restocking fee.
Conditions:
- Unused, unassembled, and in the original packaging with all parts, accessories and manuals
- Requested within 14 calendar days of delivery
- You arrange and pay for the return to us
- Where you paid a delivery charge, it is not refunded. Where your order qualified for free delivery, the actual cost we incurred to deliver it is deducted from your refund, ranging from R85 to R2,050 depending on the size of the item and your delivery area. We confirm the exact amount in writing before you return anything, so you can decide whether to proceed
Where a returned item does not meet these conditions, we may decline the return or reduce the refund to reflect the loss in value. This would apply where, for example, the item has been installed and then dismantled, the original packaging is missing, or accessories, components or manuals are not returned with it. We will always tell you before we do this, and explain the reason.
Equipment that has already been assembled or installed cannot be returned under this section, so please be certain before you start assembly.
Your statutory right to cancel
Under section 44 of the Electronic Communications and Transactions Act, individual consumers may cancel an online order within 7 days of delivery. Where you cancel under section 44, we refund the purchase price and the original delivery charge, and you pay the cost of returning the goods.
This right applies to individual consumers. It does not apply to business or commercial purchases.
Items we cannot accept back
- Spare parts and replacement components
- Special order or custom made items
- Equipment that has been assembled, installed or altered
- Gift cards
This list does not apply where you are cancelling within 7 days under section 44 of the ECT Act, or where the goods are faulty, unsafe or not fit for purpose.
Check your delivery before you sign
Please inspect all cartons before signing for your delivery. If any carton is damaged, write it on the delivery note before signing and photograph it. This protects your claim, and ours, with the courier.
If you find damage after the driver has left, please report it within 48 hours with photographs, and do not open or assemble the item. Keep all packaging. We assess the photographs and, where damage in transit is confirmed, we arrange collection and a repair, replacement or refund at no cost to you. Where the damage is not consistent with transit handling, we will explain our findings and discuss the options with you. Reporting later makes the claim harder to prove with the courier, but it does not remove your rights under the Consumer Protection Act.
If we send the wrong item
If you receive something you did not order, contact us straight away and do not open, use or assemble it. We arrange collection of the incorrect item and delivery of the correct one at no cost to you.
Missing parts
Please report any missing parts within 10 days of delivery, even if you do not plan to assemble the equipment straight away. If you are waiting on building work or a room to be finished, still open the cartons and check the contents against the parts list within those 10 days. We will send the missing parts at no cost to you.
Faulty or defective goods
Your statutory right to return faulty goods
Under section 56 of the Consumer Protection Act 68 of 2008, if goods are defective, unsafe or not fit for purpose, you may return them within 6 months of delivery and choose a repair, replacement or refund. We cover the shipping both ways on a confirmed fault, and there is no charge to you.
Please tell us as soon as you can after discovering a fault, so we can assess it while the cause is still clear. Telling us later does not affect your rights during the 6 month period.
When you contact us, please send photographs or a short video showing the problem, your order number, and any error code shown on the console.
Warranty
Every product carries a 12 month warranty from the date of delivery, covering the frame and structure, motor and electrical components, console and all other parts. See our Warranty Policy for the full terms and what is not covered.
Warranty cover is in addition to your rights under the Consumer Protection Act. It does not replace or reduce them.
How to start a return or claim
- Email support@ultimatefitnessza.co.za with your order number and the reason for the return.
- We reply within 2 business days with written authorisation, the return address, and next steps.
- Please wait for that written authorisation before sending anything back, so we can track your return correctly.
On a change-of-mind return, you arrange the courier and pay the cost. Please pack the item securely, ideally in its original packaging, as items that arrive damaged or in unsaleable condition may be declined or only partly refunded. On a confirmed fault, damage in transit or an incorrect item, we arrange and pay for collection.
Refunds
Once your return reaches us, we inspect it and release your refund to the original payment method within 5 business days. We email you to confirm when we have done so.
How long it then takes to appear depends on the payment provider:
- Card payments (Stitch Express): 3 to 12 working days to reflect
- EFT and instant EFT: according to your bank's processing cycle
If your refund has not appeared within 20 business days of our confirmation, contact us and we will trace it with the provider.
Commercial customers
Where the buyer is a business with an asset value or annual turnover above R2 million, the Consumer Protection Act does not apply to the transaction and orders are final unless otherwise agreed in writing. Where we do agree to accept a return, a handling charge of up to 15% applies and the customer pays the cost of returning the goods.
Limit of liability
Except as set out below, our liability is limited to the purchase price of the product, excluding delivery charges, and we are not liable for indirect or consequential loss arising from the use or misuse of equipment.
This limit does not apply to death, personal injury, or damage to property. In those cases our liability is determined by section 61 of the Consumer Protection Act, and nothing in these terms limits, excludes or reduces it.
Contact
Email: support@ultimatefitnessza.co.za
Phone: +27 71 516 1496
Hours: Monday to Friday, 9:00am to 5:00pm
