Terms of service

Return Policy

At Fit Base, we want you to feel complete confidence in the structural rigidity, floor protection performance, and finish quality of our fitness hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to bolt torquing friction, concrete dust contamination, floor scuff marks, and high-mass freight handling requirements, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The pull-up bracket, wall anchor plate, gymnastic ring set, or rubber flooring tiles must be completely uninstalled, unbolted to walls/floors, unused for workouts, and in their original, brand-new condition.
  • Mounting Hardware & Flooring Contact Notice: Rigging brackets may be unboxed for visual measurement against wall studs. We strictly cannot accept brackets that have been bolted into masonry or timber studs (tightening structural coach bolts leaves permanent powder-coat flaking, washer indentations, and metal galling around mounting slots).
  • Rubber gym flooring tiles must remain unlaid, unglued, and 100% free of outdoor shoe dirt, chalk dust, dropped weight abrasions, or utility knife cutting modifications.
  • Gymnastic ring straps and cam buckles must show zero strap teeth bite marks, fraying, chalk residue, or sweat marks.
  • All original packaging, molded protective inner cartons, high-tensile mounting hardware packs (unopened and complete), and installation templates must remain 100% complete and undamaged within the return parcel.
  • Items showing signs of workout use, dropped weight impacts, or damaged shipping cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the high physical mass of solid steel brackets and high-density rubber gym flooring, carrier freight rates can be substantial. We recommend using a trackable freight service and purchasing parcel transit insurance, as Fit Base cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@fitbase.shop within 30 days of delivery. Please include your order number, hardware model/dimensions, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized high-density repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing an anchor profile, tile thickness, or delivery address), contact us immediately at support@fitbase.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our fitness rigging quality team will inspect each piece under bright lighting to verify compliance with our return conditions (scratch-free mounting plates, unthreaded coach bolt packs, pristine rubber surfaces, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@fitbase.shop for further assistance.