This policy explains how change-of-mind returns, refunds and exchanges work at Fitness Hero (JD Collective Pty Ltd). It is in addition to, and does not limit, your rights under the Australian Consumer Law. For faulty or damaged items, see Faulty, Damaged Or Incorrect Items below and our Warranty Policy.
We accept change-of-mind returns within 14 days of the purchase date. To be eligible, the item must be:
Please contact us before sending anything back so we can confirm the return and give you the return address. Change-of-mind refunds are at Fitness Hero's discretion, and we may refuse a change-of-mind refund or exchange that does not meet these conditions.
Every return is inspected when it reaches us. Items that come back used, marked, incomplete or without their original packaging cannot be resold as new. For these returns we may either:
For large or bulk orders, any restocking fee will be agreed with you before the return is sent.
Refunds for change of mind or customer error have the payment processing fee deducted: 2.2% for card payments, or 6.48% for orders paid with Afterpay.
If your item arrives damaged, is faulty, or is not what you ordered, contact us with your order number and photos and we will take you through your options. The change-of-mind conditions and fees on this page do not apply to faulty items. If we sent you the wrong item, we will cover delivery of the replacement. Warranty periods and the claims process are set out in our Warranty Policy.
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.
Change-of-mind exchanges follow the same conditions as returns. For online orders placed as a guest, we will create an online account to process an exchange unless you tell us otherwise, or we can refund to your original payment method so you can place a new order.
Please allow up to 14 business days for us to receive and process your return. We will email you once your refund or exchange has been processed. Refunds go back to your original payment method and can take a further 4-5 business days to appear. Processing can take longer during sale periods.
