RETURN POLICY


You can return your SoloStrength product within 30 days upon receipt.

We are proud to have a very high rate of customer satisfaction. However if you are unsatisfied please see our policies here for returning your SoloStrength purchase. 


Why are you interested in returning your product?  

It is our experience that in most cases, customers have initially wanted to return their Ultimate systems, because of feeling the system is not setup or working correctly.  In 99% of cases, with a little help from our support team, the minor adjustments or small tweaks needed to complete the assembly steps correctly, have these customers feeling very happy and satisfied with their purchase.  Usually these steps are very simple to follow and easy to complete.  The communication can also open up the opportunity to easily share any photos to help identify if there are any product manufacturing defects (extremely rare but covered quicky under our warranty policy), and ensure everything that is needed for the items to be assembled and working perfectly as intended. Please know that this support is available to you on our contact page and or chat, and it's best to use email for sharing photos and videos.


To be eligible for a full product price return, we require your order receipt or proof of purchase, and your item must be in original packaging, unused, and in same condition as you received it. Returns will be charged a return shipping fee of $45 - $130 (typical charges depending on product - actual shipping costs are charged) plus a 10% restocking fee. Because of the size and weight of the SoloStrength product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. If your product has shipped, even if you have not received your system, the return shipping and restocking fees above will apply.


If you assemble and use your system, and for any reason are unsatisfied with the product quality, function, or representation, you may return the system in original packaging and boxes, once inspected if all condition is as new, and all parts included, you may qualify for a full product refund during the 30 day trial time. If damage or parts are missing, the maximum product value return is 50% during this time.

*Shipping is non-refundable.


Exchanges/Replacements:

Manufacture defects are replaced at no cost to customers. Items are inspected carefully before boxed and stringent QC testing.  Any damage to items incurred during unboxing or assembly, are replaced at cost+shipping to customer. If visible damage is seen on any products please take and submit photos while in packaging. *This is extremely rare so please notify us if you see anything like this as unboxing through chat/email and with photos. We will make sure you have everything you need for perfect setup.


Shipping Policy:

All ground and international shipments require a customer signature upon delivery. You can choose to modify the drop off details, or pickup at depot options, once your tracking has gone live - directly with Fedex, UPS or similar shipping company. Depending on the region and package value, the shipping company will call before attempting to deliver your order. A total of three attempts will be made to contact you. After three attempts have been made the shipping company will make arrangements to return your machine to our warehouse. Return shipping and a 10% restocking fee may apply.


Guarantee:

We want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.

As with any shopping experience, there are terms and conditions that apply to transactions online or at our dealers. When placing an order with SoloStrength, you agree to the terms set forth below along with our Privacy Policy and Terms of Use and Conditions.


We fundamentally believe you will be extremely thrilled with the products you buy from SoloStrength.  We work hard to ensure our product quality and information/education that goes along with it, is available to our customers for easy assembly and use.  We understand, however, that sometimes a product may not be what you expected it to be. In the unlikely event of your dissatisfaction, we invite you to review the following terms for returning a product. For our full refund policy see the customer agreement below.


REQUIREMENTS

Within 30 Days -  For whatever reason, if you are unsatisfied with your purchase of ULTIMATE series personal gym, you are able to return within 30 days for full product cost refund*


Shipping costs are responsibility of customer from moment items are picked up for shipping, and returned to warehouse centre for inspection. *Refusal to receive your shipment does not constitute grounds for return/refund. Return shipping labels and return shipping back to our warehouses is required for any refund to be received. If customer refuses to receive products or comply with their nationally required import information requirements, and wishes to return product, they are liable for shipping costs to and from on return of product. There is a risk of much higher transaction/shipping costs if the following process is not followed.


We want to see you success and live a powerful SoloStrength lifestyle, please contact customer support with any difficulties you may be experiencing or questions getting started.If you are delayed in receiving your product through shipment logistics or back-orders, your 30 days starts from the date you receive your product. 


*The following conditions apply: 

Returns require original packaging, with no unacceptable damage and in like-new condition. SoloStrength may reject (or apply charges* to the returned product if there is damage to the product and/or product packaging or excessive use. Shipping and any brokerage/transactions costs are non-refundable.


Upon receipt of your product return to our warehouse, the items will be inspected and full refund for product (less shipping and duties costs paid described above) will be issued within 7 days (if no damage, otherwise *open box charges up to 50% may apply). You are advised to take photos of the packages and boxes at time of shipping your side for reference.


If a product is deemed unfit for return, Solostrength will notify the customer that the return has been rejected and no refund will be issued to the customer. The customer can choose one of the following options. The product will be shipped back to the customer at going shipping cost; or the product will be recycled. 


If you do not select one of the above options within 14 days of SoloStrength informing you that your return has been rejected, the product will be recycled.  


SoloStrength reserves the right to refuse any return on the basis of poor treatment of product/parts, and uncourteous customer behaviour. To return products is an option which we guarantee within the time frame noted and provided due respect and courtesy is present to facilitate required steps. In any case any case after 30 days no returns or refunds are provided. Warranty for Ultimate Systems carries forward for 3 years. It is the customer's responsibility to confirm a UPS/Fedex recognized and shippable address within 30 days of purchase in order to ship their system. If the shipping address is changed from regions that received one shipping price or offer, to another, for example International/overseas, the customer will be required to pay the additional shipping charge for the new shipping address provided.  If no shipping address is confirmed within 30 days, there is no option to cancel order, and there will be an extended 30 days to provide a shipping address within the same shipping region on the original purchase order. 


For Free Return Shipping:  If you received free shipping on some or part of your SoloStrength order, the actual shipping cost to send the item to you will be deducted from the refund value. Customer is responsible for the return and original shipping cost, duties/taxes that may be included in original purchase, and any credit card transaction fees for the purchase. Return Shipping outside of continental USA and Canada, is responsibility of customer to arrange.


INSTRUCTIONS

As long as your return adheres to the requirements described above, follow these steps to return your product: 

1.Please fill out the RMA request for return form - start here


2. After reviewing your return form for consideration, we will email you a return label or directions for shipping.

Print out the return label and securely attach it to the appropriate shipping carton. 


3. Drop the package off at the shipping carrier’s closest location (or call to arrange pickup). 


4. You may be requested to send photos ahead of the items packaged prior to issuing the return labels and RMA#


We will receive and review the products you’ve returned. If the returned products have met all of our return policy requirements, we will process the refund and send you a confirmation email. We are only able to credit the original credit card used to make the purchase. Please allow up to 10 business days for this process. 


If you have any questions or concerns about making a return, feel free to reach us here or email our SoloStrength support team at support@solostrength.com.