Fitness gear is a strange beast. People buy it with the best intentions, new year, new them, but a few weeks later, that treadmill becomes a coat rack, and the resistance bands are tangled in a junk drawer. Some buyers regret the purchase, some genuinely had issues, and some just didn’t read the dimensions and realized too late that it doesn’t fit through the door.
Either way, if you’re selling fitness equipment online, your return policy better be dialed in. This isn’t like returning a shirt or a spatula. We’re talking bulky items, expensive items, items that need tools to assemble, and two people to disassemble. You’ve got to make returns clear, fair, and manageable, because customers will definitely test your boundaries.
A comprehensive return policy should also address cancellations, including how customers can cancel orders before shipment, any fees for cancellations after shipment, and the specific conditions under which cancellations are accepted or denied.
Let’s walk through what a great fitness return policy should include, along with how leading brands are handling the post-workout regret.
What Is a Fitness Equipment Return Policy?
A fitness equipment return policy is your official playbook for how customers can return home gym gear, cardio machines, weights, mats, and other equipment, and related merchandise. These policies have to handle more complexity than most product categories.
Why? Because fitness returns often involve:
Large and heavy items that are costly to ship
Products that are partially or fully assembled
Equipment that may have been used once or twice, which blurs the “new” line
So your return policy needs to protect you from shipping losses, damage claims, and serial returners, while also sounding reasonable to real customers with real concerns.
What Should Your Return Policy Include?
1. Return Window
Start by setting the clock. For fitness gear, 30 days from delivery is the most common return window. Some premium brands offer 45 to 90 days, but only for unused or gently used equipment. Customers may also cancel their order at any time prior to shipment for a full refund, as long as the cancellation request is made within the allowed time window before shipment.
Example: “Returns or cancellations accepted within 30 days of delivery for most fitness products in new or lightly used condition, provided the request is made within the specified time prior to shipment.”
Be specific if the return window varies by product type, for example, accessories versus large machines. Note: The timing of your cancellation request relative to shipment is important for eligibility.
2. Condition Requirements
This is crucial. Fitness gear can wear fast, so be clear about what qualifies for return.
New and unused: always eligible. The item must be in new condition and, where applicable, unopened in its original packaging to qualify for a refund.
Lightly used: sometimes eligible, often for store credit only. The item must show no signs of damage and be returned in new condition.
Heavily used or damaged: typically not returnable. Items showing damage are not eligible for return.
“Dumbbells and plates are only returnable if they are unopened and in new condition.”
Define “light use” if you’re accepting it. A yoga mat used once indoors is different from a rowing machine dripping in sweat.
Also, mention if items must be fully cleaned, disassembled, or placed in original packaging to qualify.
3. Required Documentation
Ask for a receipt or order confirmation. Some brands also require photos of the item’s condition before approving large equipment returns. Customers may also be required to submit a return request form along with their documentation.
And if the item was assembled or installed by a third party, you may want to request installation details.
4. Return Shipping Policy
Fitness returns are expensive. Spell out:
Whether you provide a prepaid return label or arrange pickup
Customers are responsible for all shipping costs and any applicable shipping charges when returning items
Who pays for shipping, and how much it costs
Whether a restocking fee applies, which is common for fitness gear
That handling charges may be deducted from the refund unless the return is due to an error on the company's part
The customer's responsibility for properly packaging and shipping the return to ensure the product is in original condition
Example: “Customers are responsible for return shipping and a 10 percent restocking fee on fitness machines. Handling charges may also be deducted from your refund unless the return is due to our error. Please ensure you properly package and ship the item to avoid damage.”
For large items like treadmills or bikes, consider working with a logistics partner who can handle pickup coordination.
5. Refunds and Store Credit
Break it down by condition and category:
New, unused gear: full refund of the purchase price to the original form or original method of payment, with any applicable fees deducted from the refund amount. Only refundable items are eligible for a refund.
Lightly used: store credit or partial refund, with the amount processed to the original method of payment after any necessary fees are deducted from the purchase price.
Damaged or missing parts: may result in a deduction of fees from the purchase price or denial of refund, depending on the condition of the item received.
In most cases, refunds are automatically processed to the original method of payment once the returned item is received and inspected.
Also, explain refund timing. Customers returning a $1,200 elliptical will expect a clear process and timeline.
6. Non-Returnable Items
Include a list of exceptions. Common ones:
Unfortunately, we cannot accept returns for clearance items, as these are final sale and not eligible for refund or exchange
Items marked final sale
Opened supplements or nutrition items
Resistance bands, mats, or wearable gear that’s been used
Installed products that can’t be safely reboxed
Be upfront, not vague. If something’s non-returnable, say so in product listings too, not just the policy page.
Real-World Return Policy Examples
Peloton
Peloton offers a thoughtful return policy with some important fine print.
30-day home trial on bikes and treadmills
Returns are allowed even if the product was used, as long as it’s within the window
The company arranges pickup, but charges a return shipping fee (typically around $250)
Apparel has a separate, more flexible return policy
Their policy works because it sets realistic expectations without being overly harsh.
NordicTrack (iFIT)
NordicTrack’s policy includes:
30-day return window
The customer pays for return shipping and a 10 percent restocking fee
Items must be in original condition and disassembled for pickup
Opened nutrition products are non-returnable
It’s stricter than Peloton, but more forgiving than many competitors. The clarity helps avoid frustration.
REP Fitness
This brand focuses on strength training equipment.
30-day return policy for most items
The customer pays shipping and a 15 percent restocking fee
Returned items must be clean and in original packaging
No returns for used equipment or items without original boxes
Their policy is blunt, but fair for a brand that ships heavy-duty gear.
Tips for Building Customer Trust
Be Transparent About Fees
Nobody likes hidden fees, especially when they just spent $1,500 on a home gym setup. If you’re charging shipping or restocking fees, display them clearly on the product page or in a pop-up before checkout. Honesty builds trust.
Use Photos for Approvals
For bulky or borderline returns, ask for a few quick photos before approving the return. This protects you from receiving damaged gear and gives you leverage if something arrives broken.
Offer Exchange Credit for Light Use
If you cannot resell used gear, offer store credit or exchanges for gently used items. It’s a win for the customer and a potential savings for your revenue.
Clarify Assembly Rules
Let customers know that if they assemble the product, it may affect their return eligibility. Make it easy to understand what counts as “modifying the product” versus “opening the box.”
Final Thoughts
Fitness equipment is one of the trickiest product categories to manage when it comes to returns. Between size, wear, and buyer expectations, there are a lot of ways things can go sideways.
But a solid return policy, one that’s clear, fair, and structured around real-world use, can protect your business and build real loyalty. The best policies meet customers where they are, even if that means creating a little wiggle room when someone decides the rowing machine just isn’t for them.
Take cues from brands doing it right, be upfront about logistics, and make returns a part of your overall experience, not a dreaded afterthought.
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Frequently Asked Questions
Can I return a fitness machine after using it?
Yes, but only if the brand allows it. Some companies offer a trial period that covers light use. Others only accept returns if the product is unused. Always check the return window and condition rules before requesting a return.
Who pays return shipping for large fitness gear?
In many cases, the customer pays for return shipping, especially on heavy items like treadmills or ellipticals. Some brands offer prepaid shipping, but deduct the cost from your refund. Expect a fee unless stated otherwise.
What is a restocking fee, and when does it apply?
A restocking fee covers the cost of inspecting, repackaging, and reselling a returned item. It is common for fitness equipment and usually ranges from 10 to 20 percent. It’s typically applied to open-box or used returns.
Can I return assembled equipment?
Sometimes, but disassembly may be required. If a return is approved, most brands ask that the product be disassembled and packed securely before pickup. Failing to do so could result in damage or the denial of a refund.
What if my fitness gear arrived damaged?
Contact the brand’s customer support right away. Document the damage with photos and be prepared to send them. Most reputable companies will offer a replacement or refund for damaged-in-transit items at no cost to you.