1. Return eligibility
To be eligible for a return, your product condition must be as new, and in the same condition that you received it. Please ensure the item being returned has not been built/used and has been re-packed into its original packaging. You’ll also need the receipt or proof of purchase.
Returned items not in their original packaging will not be accepted unless deemed faulty by us or one of our equipment engineers.
Please retain all original packaging, wrapping and pallets in case of return. If wrapping and pallets have been disposed of this can be provided for a fee.
Unfortunately, we cannot accept returns on sale items or gift cards.
2. Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
3. How to return your order
Contact our Customer Team within 14 days of receiving your order at returns@luxegymcompany.com to let us know what you would like to return. Please also include the order number and customer details attached to the original order.
We will reply within 48 hrs with your unique Return Authorisation Number and full instructions on how to make your return. Can't find our reply? Please make sure to check your emails and junk/spam.
Please do not send any items back to us until we have contacted you and provided the necessary instructions.
No returns can be processed without a Return Authorisation Number. Once your Return Authorisation Number has been issued, you can make arrangements to return the product to our warehouse for processing.
Luxe Gym Company can arrange collections, but the cost of the collection will be deducted from any requested refund before it is issued. Please bear in mind collection labels are not included. This will be emailed over and it's the customers responsibility to download and print this return label.
Custom branded and special-order items are non-returnable.
Any items returned to Luxe Gym Company in a used condition, assembled, or missing the original packaging, may be refused or subject to a re-stocking fee (which equals a minimum of 15% of the value of the product.)
Before sending your items back to us:
Please ensure the item being returned has not been built/ used and has been
re-packed into its original packaging. Returned items not in their original packaging will not be accepted unless deemed faulty by us or one of our equipment engineers.
4. Exchanges
We do not accept exchanges as we have found that the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
5. Cancellations
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
6. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, and the refund processing time will be within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please contact us at returns@luxegymcompany.com with any questions/ queries.