Cancellations & Returns

If the item you have received is damaged, defective, Expiry or not as described on the website, you will receive a full refund along with any shipping fees incurred which will credited in your MyWallet which can use for future purchase.

1.) Call our customer support or contact us within 3 days from the day your order is delivered

2.) An Email will be sent containing a prepaid shipping label for you to print and attached to the package. A pick up will be scheduled by one of our courier services.

3.) Pack the item in its original state and packaging. Do not remove any bar code or labels on the box. Hand over the package to the courier representative

4.) Once we receive your returned item, we will inspect and process your refund

FAQ

I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could return an item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could return an item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

I received a wrong item, how can I return it?

We apologize that you received a wrong item. In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with Free 3 Day Returns

Just make sure to contact us within 3 days from the day your order is delivered, and ensure that the item is in its original packaging, unworn and in the same condition you received it.

If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees incurred.

(a) not listed in the non-returnable list

(b) not Clearance Items clearly marked as such and displaying a No-Return Policy

(c) in the same condition as received and with the original packaging box and/or packaging. In all circumstances, you can contact our Customer Service Team through the Contact Us page for a return of an item or refunds.

How long does it take the courier to collect the returned items?

Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

Can I schedule time with the courier to return an item?

At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

How can I receive refund to my credit card?

Refunds on your purchase are done seamlessly after we receive the return item. If you have paid through electronic means (Credit or Debit card) then the money would be refunded to your card, but depending on individual’s bank requirements, the amount may take up to a month to reflect in your card statement or Cash U /Will be credited in MyWallet which can use for future purchase.

I paid through Cash on Delivery, how can I receive refund for an item?

Refunds on your purchase are done seamlessly after we receive the return item. If you have paid through Cash on Delivery (COD) or then the money would be refunded in the form of Thefitnessfactory.com credit and will be credited to your Thefitnessfactory.com Account balance. From your Thefitnessfactory.com Account balance, you can either easily make new purchases on Thefitnessfactory.com. or simply transfer the credit balance to your personal bank account. For security purposes, the name on the bank account and on your Thefitnessfactory.com account must be the same.

• Making a purchase less than or equal to the available Thefitnessfactory.com wallet balance: If the total amount of your new purchase including the shipping charges is less than or equal to your available Thefitnessfactory.com wallet balance, the system will advise you that there is enough balance in your Thefitnessfactory.com wallet. You will then need to click on "Place Order" and the amount for your new purchase will be deducted from your available Thefitnessfactory.com wallet balance.

• Making a purchase more than the available Thefitnessfactory.com wallet balance: If the total amount of your new purchase including the shipping charges is more than your available Thefitnessfactory.com wallet balance, you will need to choose an online payment method (Credit Card / Teller) to pay the difference, to complete your purchase. The system will then deduct the available amount from your Thefitnessfactory.com wallet balance and the remaining outstanding amount will be charged to the chosen online payment method (you are unable to pay any difference in the amount by Cash on delivery). If your chosen payment method is Cash on Delivery, the full amount will need to be paid to the courier, no amount will be taken from your Thefitnessfactory.com wallet credit.

Can I Replace or Exchange an item rather than a refund?

Yes you are allowed to providing you courier back to our warehouse and difference is paid or what ever balance you have to get back will be credited back to you wallet balance which you could use on your future purchase.

I lost the Original Packing in which I received the item, how can I still return it?

We accept return of item only if it is in the original box and/or packaging intact with all labels and barcodes on it, however in this case, please contact our Customer Service Team.

Can I return an item through my courier company or personally drop it anywhere?

Yes we allow you to do that, kindly contact our customer care to know your nearest drop location

Who pays for the shipping charges, when I return an item?

You can return an item for FREE. Thefitnessfactory.com pays for all the shipping charges and will refund your amount in full after the approval.

Where can I find the pre-paid shipping label / Air Waybill?

Once you place a request to return an item, the pre-paid shipping label / Air Waybill will be sent to you in your email to ensure you can return the item for FREE after the approval.