Large Item Returns

Large Item Return, Refund and Exchange Policy

Products included: Indoor Bikes, Outdoor Bikes, and some types of Fitness Equipment. 

Upon the date of the purchased item receival, you have 30 days to file for a return by email.

The following conditions must be met to facilitate a return for refund:

1)   Contact us at returns@phoenixfitness.ca to begin the return process.

2)   Receive a Return Verification email from us.

3)   The item is unused.

4)   The item is unopened.

5)   The item has retained its original packaging.

Original Packaging Requirement

For an item to be returned, the original packaging must be retained. Any item that is returned in the non-original packaging will immediately void the refund to the customer. 

Ensure that the state of the item that you return is in the same state as when you received it. Extensive care is taken to ship items to customers. As thus, please properly re-package and secure your item for the return shipment.

All returns are inspected upon arrival. If the item is returned damaged due to poor customer re-packaging the refund amount will be affected.

Items that are returned severely damaged due to poor customer re-packaging could result in a void of the refund.

Payment of Return Shipping

Depending on the reason for the return, either Phoenix Fitness or the customer is responsible for the return shipment costs.

A) Return Shipping Cost Covered by Phoenix Fitness:

Phoenix Fitness pays for the cost of return shipping if the reason for the return is due to our error. Examples could include: 

•          Item arrived defective and cannot be repaired with a replacement part

•          The wrong item was shipped

•          The item was shipped to the wrong address

•          A duplicate order was shipped

•          The item malfunctioned within the 30-day return period (if the customer assembled the item correctly as per the instruction manual)

Please note that pre-paid return shipping labels will be provided once the return is verified through a request to return, refund, or exchange an item.

B) Return Shipping Cost Covered by the Customer:

The customer pays for the cost of return shipping if the reason for the return is due to the customer’s error. Examples could include: 

•          Buyers Remorse: including but not limited to the customer not being satisfied with the item in any way

•          No Reason: including but not limited to the customer no longer wanting the item

•          Misinterpretation of Product Description: including but not limited to the customer failing to fully read the item details and/or features

•          Late Order Cancellation: if the customer cancels the order after the item has been shipped and is in transit

•          Mistaken Order: the customer accidentally bought the wrong item or bought duplicates of the item

•          Wrong Shipping Address: the customer accidentally provided the wrong shipping address

Please note that pre-paid return shipping labels are not provided when the return shipping is due to customer error. Furthermore, original shipping and handling costs are deducted from the refund.  

Damaged/Defective Item Evidence Requirement

In the case that item arrives damaged or defective, the customer must immediately document the condition of the item with video and/or photo evidence to support this claim. 

If a customer refuses or fails to immediately send photo or video evidence of a claimed defective or damaged item, then this return is treated as Buyers Remorse and the customer is solely responsible for the cost of return shipping. 

Customers must provide proof of defective or damaged item prior to return, no exceptions. Email returns@phoenixfitness.ca to submit photo or video evidence for your return request. Once this evidence has been received, the item will be approved and verified for return.

Once the returned item has been received, its condition is inspected. If the item is found to be defective or damaged, then a refund will be issued.

Option to Repair Damaged/Defective Item

In the occasion that a return request for a damaged or defective item is received and the item cam be repaired with simple parts and support, then we can provide the option of free replacement part(s) and advice on how to repair your item. 

In many cases, this will be the easier solution for the customer rather than dealing with the complications shipping a large bulky item back. However, please note that we do not send out technicians or repairmen to customer homes.

After the 30-day return period, customers may use the Phoenix Fitness manufacturers’ product warranty period for repairs to the item if it malfunctions. Please see the specific product warranty for details.

Restocking Fees

If the item return is due to customer error, then the refund is subject to a 15% restocking fee which is deducted from the refund. If the item has shipped but is cancelled in transit, the return shipping and restocking fees are deducted from the refund.

Refund Process

Once the return is processed in our warehouse, the refund (less shipping and restocking fees, where applicable) will be applied to your original method of payment. Original shipping costs are non-refundable.

The return and refund process involves several stages. Once the item arrives at our warehouse, the process generally takes 5 to 10 business days. 

The order of the process is as follows: return, inspect, re-stock, issue credit to original method of payment. 

Refunds made to credit and debit cards can take up to 7 days but will vary by merchant or banking institution. Please contact your credit card or debit card issuer for more information. 

Full refunds could take a few days up to potentially a few months. Please be patient during the process of your refund.