Refund and Returns Policy – AUSTRALIAN FITNESS

‌Effective Date: 18 October 2026‌

This Refund and Returns Policy is formulated and issued by AUSTRALIAN FITNESS SUPPLIES PTY LTD, with our registered address at Unit 1, 2 Activity Crescent, Molendinar, Gold Coast, QLD 4214, Australia, contact email [email protected], contact phone number +61 7 3462 5600, and official e-commerce website www.aufitnesssupplies.com. This policy applies to all purchase transactions of fitness tools placed through our official website, and clearly outlines the uniform rules, procedures, and limitations for returns and refunds for all customers, to ensure a fair and consistent experience for every shopper who purchases our lightweight, durable home fitness gear. Our core rule, which applies to almost all scenarios, is that we never support “refund only” requests under any normal circumstances. All valid requests related to product issues must follow our official return-first process, and we will never process a full or partial refund for any order that you do not return the corresponding purchased goods to us as required, unless explicitly stated in the very limited special cases specified later in this policy.

1. General Eligibility for Returns

All customers who place an order on our website are eligible to submit a return request within 30 calendar days from the date you successfully receive your fitness gear parcel. To ensure your return request can be approved smoothly, the returned products must meet all the following conditions:

The product must be in its original, unused, and resalable condition, with no signs of long-term wear, human-caused damage, modification, or improper use that does not match the normal operation instructions of the fitness gear. For example, the resistance bands you purchased cannot show signs of being stretched for multiple long-term workout sessions, the core sliders cannot have obvious scratches or wear marks left after long-term use on the floor, and the door-mounted pull-up bar cannot have visible deformation or damage caused by overloading that exceeds the product’s marked maximum weight limit.
All original packaging parts, attached accessories, product manuals, and free gifts that came with your original order must be completely returned together with the main product. If any of these items are missing, we have the right to deduct a corresponding reasonable part of the compensation amount from your final refund amount, based on the original value of the missing parts.
Your return request must not belong to the excluded scenarios that are not supported by this policy. We do not accept return requests for customized exclusive products that are specially made according to your personal personalized requirements, for hygiene and safety reasons, we also cannot accept returns of some small fitness accessories that have been unpacked and used, such as sweat-absorbent wristbands and non-reusable workout chalk bags.

2. Strict No “Refund Only” Rule

We explicitly and strictly do not allow any form of “refund only” application for all our products. That means:

Under no normal circumstances will we process any request where you keep the product you purchased while asking for a full or partial refund. Even if you claim there are minor appearance flaws on the surface of the product that do not affect normal use, we will not give you a direct partial refund while letting you keep the product. You must choose to return the product to us through the official return process, and we will arrange for you to send a brand new replacement product after we receive and inspect the returned goods, or process the full refund for you after the return inspection is qualified.
The rule also applies to all scenarios where logistics delays, slight deviations in estimated delivery time, or you are not satisfied with the minor subjective feelings of the product that do not affect the normal use function. We will not process a direct refund for you in these cases, and you can only arrange the return of the product according to our process, and we will arrange the corresponding refund after receiving the returned goods.
We set this no refund only rule to ensure a fair shopping environment for all our customers. As a brand that provides cost-effective home fitness gear, avoiding refund only requests effectively prevents unreasonable losses caused by a small number of users who take free products without paying, so that we can always maintain stable low product pricing, and continue to provide all our customers with durable, high-quality fitness tools that are affordable for every home fitness enthusiast.

3. Return Operation Process

When you confirm that your return application meets all the eligibility conditions in this policy, you can complete the return operation according to the following simple process:

First, submit a return application through the after-sales service channel on our website, or send a detailed application to our customer service team via our official contact email, providing your order number, the product you want to return, and a brief description of the reason for your return. Our customer service team will review your application within 2 working days, and send you the official authorized return address and the unique return note number corresponding to your order.
You need to properly pack the product and all the attached accessories according to our requirements, and send the parcel back to the authorized return address we provided to you. Except for the situation where the product we sent has a confirmed manufacturing defect, you need to bear the corresponding return shipping costs on your own. For orders whose total purchase amount exceeds AUD 150, we will provide you with a one-time free return shipping label, and you can contact our customer service to get it when you submit the return application.
After we sign for your returned parcel, our professional inspection team will complete the quality inspection of the returned product within 3 working days. After confirming that the returned product meets all the return eligibility conditions, we will notify you of the inspection result. If you choose to exchange for a new product, we will arrange the shipment of the replacement product for you within 2 working days; if you choose to get a refund, we will initiate the refund process to your original payment account.

4. Refund Processing Rules

After your returned product passes our inspection, the refund amount will be returned to your original payment channel according to the following rules:

For orders paid by credit card, the refund will arrive in your corresponding account within 5 to 10 working days, depending on the processing efficiency of your card issuing bank.
For orders paid by digital wallets or other third-party payment methods, the refund will usually be completed within 3 to 7 working days after we initiate the refund.
The refund amount you finally receive will exclude the original shipping fee you paid when placing the order, unless the return is caused by our sending of wrong products or the products we sent have confirmed manufacturing quality defects.

5. Very Limited Special Circumstances

The only exception where we do not require you to return the product before processing a refund is that the product you purchased has a confirmed manufacturing defect that makes it completely unsafe for normal use, and returning the product may cause unnecessary safety risks to the logistics staff, we will arrange for a full refund for you without requiring you to return the defective product, but you need to provide us with clear photos and video proof of the defect, and we will conduct a strict manual verification of the situation before processing.

If you have any questions about this Refund and Returns Policy, please contact our customer service team through our official contact channels, we will reply to your inquiry as soon as possible.