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Returns & Refunds Policy

At Trainnox, we value your shopping experience and have formulated the following return policy to ensure your rights are protected. Please carefully review the following policies before making a purchase.

Returns:

We value your shopping experience and have formulated the following return policy to ensure your rights are protected. Before purchasing our fitness equipment, please carefully check the product's applicability and ensure the correct size, so that the product completely meets your needs. Otherwise, we reserve the right to decline return requests.

Return Eligibility: To be eligible for a return, the product must be in its original condition, unused, and undamaged. You have 30 days from the date of delivery to initiate a return. Please ensure the product and all accessories are intact and package them in the original packaging for a smooth return process.

Refund or Exchange: Once your return request has been reviewed and approved, you can choose to receive a refund or exchange. Refunds will be processed after we receive and inspect the returned items. Exchanges will be promptly arranged once the availability is confirmed.

Shipping Responsibility: If the return is due to a product quality issue, we will cover the return shipping fee. For non-quality related returns, the shipping cost will be borne by you.

Return Procedure: If you need to initiate a return, please contact our customer service team at support@trainnox.com and provide the reason for the return along with your order information. We will respond promptly and provide you with detailed return instructions.

RETURN SHIPPING COSTS – WHO PAYS?

When Trainnox Pays For Return Shipping

Trainnox will pay for the cost of return shipping if the reason for return was result of OUR error. Examples of instances may include:

  • Item arrived defective and cannot be fixed with a replacement part
  • We shipped out the wrong item #
  • We shipped it to the wrong address
  • We shipped a duplicate order
  • Item malfunctioned during the 30 day returns period (Assuming the customer assembled the item properly per the instruction manual)

IMPORTANT: For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning prior to return. Suppose a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item. In that case, this return will be treated as "buyer’s remorse" and the customer is solely responsible for shipping it back. The customer is also vulnerable to the 8% restocking fee. 

Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue the refund.

When the Customer Pays For Return Shipping 

In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.  Examples of these customer returns may include:

  • Buyers Remorse ("Not satisfied with performance", "Item doesn't fit me correctly", "Item doesn't meet my expectations", “I tried it, but I want something else”, etc.)
  • No Reason / No Longer Want
  • Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
  • Order Cancellation after the item already shipped out, even if you have not yet received the item
  • Customer bought the wrong one
  • Customer accidentally bought too many
  • Customer accidentally provided wrong shipping address

Refunds:

Attention for PO Box Shipping Addresses: If your shipping address is a PO Box, please verify before placing your order whether the PO Box can receive large items. Kindly note that PO Box addresses are typically used by postal services for receiving letters and small packages and are not suitable for receiving large items. If you choose to proceed with a PO Box address for your purchase and this leads to the loss of the package, our website will not be held responsible, and order fees will not be refunded.

Refund Process: Refunds will be received based on the initial form of payment. If a credit card was used, your account will be credited within 14 to 21 business days and it will be shown on your following statement depending on the issuing bank/billing cycle.

Cancellations:

Before Shipment: If the order is cancelled before it has been shipped, a fee of 8% of the order total will be deducted from your refund. This includes:

  • 6% Hard Costs: Non-recoverable fees we must pay to third parties (PayPal, Visa, Klarna, and other payment channels) regardless of order status.
  • 2% Operational Costs: Fees associated with processing and handling your order. If you insist on canceling, we may, at our discretion, only deduct the 6% hard costs.

After Shipment but Before Delivery: If the order has already been shipped but not yet delivered, you will be responsible for the return shipping costs and an 8% fee of the order total, including:

  • 6% Hard Costs: Non-recoverable fees to third parties (PayPal, Visa, Klarna, and other payment channels).
  • 2% Operational Costs: Fees associated with processing and handling your order. If you insist on canceling, we may, at our discretion, only deduct the 6% hard costs.

After Delivery:

  • Non-Quality Related Reasons: If you have received the product and wish to return it due to non-quality related reasons, the product must be in its original condition, unused, and undamaged. You will be responsible for the return shipping costs and an 8% fee of the order total, including:
    • 6% Hard Costs: Non-recoverable fees to third parties (PayPal, Visa, Klarna, and other payment channels).
    • 2% Operational Costs: Fees associated with processing and handling your order. If you insist on canceling, we may, at our discretion, only deduct the 6% hard costs.
  • Quality Issues: If the return is due to a product quality issue, please provide photos or videos of the defective product. Upon verification, we will arrange for a full refund or exchange and cover the return shipping costs.

Detailed Process for Damaged Products:

If your product arrives damaged due to shipping, please follow these steps to ensure a smooth return and refund process:

  1. Document the Damage: Take clear photos or videos of the damaged product and packaging. These will be required for verification.
  2. Contact Customer Service: Reach out to our customer service team at support@trainnox.com within 48 hours of receiving the damaged product. Provide your order number and the documentation of the damage.
  3. Follow Return Instructions: Our customer service team will guide you through the return process and provide any necessary shipping labels or instructions. Please retain the original packaging to return the damaged product.
  4. Inspection and Refund: Once we receive and inspect the damaged product, we will process your refund or arrange for a replacement. Refunds will be issued within 14 to 21 business days to the original payment method.

Additional Notes:

We are committed to providing you with high-quality fitness equipment and excellent service. If you encounter any issues during the purchase process or need assistance, please don't hesitate to contact our customer service team at support@trainnox.com. We are here to help you with your inquiries and concerns. Thank you for your support and trust in our website. We look forward to delivering a pleasant shopping experience and promoting a healthy lifestyle for you!