Returns
RETURNS
Can I exchange or return my order?
*Equipment* cannot be returned or exchanged and all sales are final.
*Clearance* items cannot be returned or exchanged and all sales are final.
Returns and exchanges on merchandise, apparel & technology goods will be accepted as long as a returns claim is filed within 30 days.
How do I begin the process of returning my order for a refund or an exchange?
Please contact our team by emailing us at support@inmerchant.com.au before shipping your return to us. If you ship an item to us for a return without contacting us first, we can’t guarantee that your request will be processed.
How long after my order can I submit a return request?
Returns requests must be made within 30 days of the date you receive your order.
Will you accept returns of product in any condition?
Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.
If I purchased an equipment pack or bundle am I able to remove an item or items from it and return the rest?
No. If you order an equipment pack or a bundle and later decide that you do not want everything included in it, you must return the full equipment pack or bundle.
Who pays for my return?
You will cover the cost of return shipping, except in any case where F45 Store is responsible for the cause of the return (faulty goods or incorrectly shipped goods).
WARRANTY
I received my order but an item is faulty. What do I do?
You can submit your warranty claim via our WARRANTY page. Claims will be reviewed within approximately 2 weeks, and our team will follow up with next steps or any additional questions if needed.
Faulty or damaged items are eligible for exchange or full refund of the purchase price and shipping if they meet the criteria outlined.
If your item arrives damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong and helps customers to make sure we prevent similar issues for you and other customers in the future.
Once we receive the photos and if your claim is approved, we’ll ship you a replacement.
Please note we are not responsible for any damages to any merchandise once the item has been worn, used or washed.
Unfortunately, we're only able to help if you purchased your item(s) from us directly. If you purchased from a third-party retailer or reseller such as SMAI, we'd recommend contacting them directly.
What if the item I ordered arrives and doesn’t look exactly like the image on the store?
Sometimes the images used on F45 Store are digital mock-ups of what the product is intended to look like. This may vary slightly once the product is produced and shipped.
REFUNDS
Why have I not received my refund?
If you've sent back your return but you're still waiting on your refund, we know it sucks, but this can be due to a few different reasons...
Depending on the country you're from and the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary from a few days to approx 30 days.
How can I check the status of my return?
In the first instance we'd advise checking your return tracking, (if the courier you chose to return your items with provided one) and look out for an update that states it's been 'Returned', 'Delivered', 'Returned To Warehouse' or similar. This means the item(s) is back at the warehouse and will be checked and scanned by our team within 7 days. Sit tight, and we'll be in touch via email once the return has been processed to confirm your refund.
Once processed, your refund can take 7 working days to appear in your account, once released by your bank.
How long does it take for returns to be refunded?
It can take up to 14 business days for your refund to be processed once the item/s have been returned.