Returns & Refunds Policy

We want you to be fully satisfied with your equipment. This policy explains which products can be returned, how to request a return, what it costs and when you are refunded. It forms part of our Terms of Sale and does not limit the rights you have under the law of your place of residence.

Last updated: September 29, 2026

1. 30-day return period

You may request the return of a product within 30 days of delivery of your order.

2. Conditions for a return

To be accepted, a returned product must be:

• new and unused;
• unassembled;
• in its original packaging, with all parts, hardware and documentation.

Most of our equipment is heavy and travels by freight: returned goods must be packed and secured so that they can be transported safely. We inspect every return when we receive it. A product that does not meet these conditions may be refused; in that case we contact you to arrange what happens next.

3. How to request a return

1. Contact us first by email at contact@primepower-fitness.com or through our contact page, with your order number, the items you want to return and the reason for the return.
2. We confirm whether the return is eligible and send you a return authorization (RMA) number, the return address and instructions.
3. Pack the products in their original packaging and show the RMA number clearly on the shipment.
4. Ship the products to the address provided and send us the tracking or bill-of-lading details.

Returns sent without a return authorization are refused.

4. Return freight and restocking fee

• Return freight is paid by you.
• A restocking fee of 15% of the price of the returned products applies to accepted returns. It covers inspection, repackaging and handling.
• Original freight charges are not refunded.

None of these charges applies to damaged, defective or incorrect items (see section 7).

5. Items that cannot be returned

• custom-made or customized orders (for example special colours, logos or modified dimensions);
• items marked "final sale";
• equipment that has been assembled or used;
• installation and assembly services already performed.

These exclusions do not affect your rights if such an item arrives damaged, is defective or is not what you ordered.

6. Refunds

Once the returned goods have been received and inspected, we tell you whether the return is accepted. Accepted returns are refunded within 14 days after the goods are received and inspected, to the original payment method. The refund covers the price of the returned products and the corresponding taxes, less the 15% restocking fee; original freight charges are not refunded.

For card payments, the time it takes for the refund to appear on your statement depends on your bank or card issuer. For orders paid by invoice, the refund is sent to the account used for payment, or by another method agreed with you.

7. Damaged, defective or wrong items

If an item arrives damaged, is defective or is not the item you ordered, no restocking fee and no return freight apply. We repair, replace or refund the item.

• Visible damage or missing boxes: write it on the delivery receipt (bill of lading) before signing, take photos and notify us within 48 hours of delivery.
• Concealed damage discovered when unpacking: notify us within 7 days of delivery, with photos.
• Wrong item: notify us as soon as possible and do not assemble it.
• Defect that appears during use: it is handled under our warranty (see section 9).

Delivery and inspection details are in our Shipping & Freight Policy.

8. Cancelling an order

You can cancel an order free of charge before it ships: email us with your order number, and any amount paid is refunded in full to the original payment method. Once the order has shipped, a cancellation is treated as a return under this policy.

9. Warranty

Defects that appear after the return period are covered by our warranty: lifetime on the structural frame and welds, 3 years on moving parts, and 1 year on upholstery, grips, pads and cosmetic finishes, from the date of delivery. Coverage, exclusions and the claim process are set out in the Warranty section of our Terms of Sale.

10. Your statutory rights

This policy does not limit the rights you have under applicable law. In particular, if you are a consumer in Québec, the Consumer Protection Act provides a legal warranty of quality (goods must be fit for their ordinary purpose and remain durable in normal use for a reasonable time) and, for distance contracts, cancellation rights where they apply. Consumers in other Canadian provinces, US states and Gulf countries also keep the rights their local laws give them. Where such rights are more favourable than this policy, they prevail.

11. Contact

To request a return, report a problem with a delivery or ask a question about a refund, email contact@primepower-fitness.com or use our contact page. Please include your order number.