Refund policy
Refund & Returns Policy
DenFitSupply wants you to be satisfied with your purchase.
This Refund & Returns Policy explains our voluntary change-of-mind return policy and the rights you have under the Australian Consumer Law.
Our 14-day return period does not replace or limit your Australian Consumer Law rights.
1. 14-Day Change-of-Mind Returns
DenFitSupply offers a 14-day return period for eligible change-of-mind returns.
The 14-day period begins from the date your order is delivered.
To request a change-of-mind return, please contact us within 14 days of delivery.
2. Change-of-Mind Return Conditions
For a change-of-mind return, the product should generally:
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Be unused;
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Be in saleable condition;
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Be returned with original packaging where reasonably possible;
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Include all accessories and components;
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Not show signs of unreasonable use, damage or modification; and
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Include proof of purchase.
Certain products may not be eligible for change-of-mind returns where return restrictions are reasonably necessary because of hygiene, safety, customisation or other applicable circumstances.
These restrictions do not apply where they would unlawfully limit your rights under the Australian Consumer Law.
3. How to Request a Return
Contact us before sending any product back.
Please provide:
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Your name;
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Order number;
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Product name;
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Reason for return;
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Photos where relevant; and
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Any other information reasonably required to assess your request.
We will provide return instructions if your request is approved.
Please do not send products to an address unless we have provided return instructions.
4. Return Shipping for Change of Mind
Unless otherwise agreed, customers are responsible for reasonable return shipping costs for change-of-mind returns.
Original shipping charges may not be refundable for change-of-mind returns where permitted by law.
For bulky or heavy fitness equipment, return freight arrangements may require special handling.
5. Faulty, Damaged or Incorrect Products
If your product is faulty, damaged, unsafe, defective, significantly different from its description, or otherwise does not meet applicable consumer guarantees, please contact us.
We may ask you to provide photographs, videos or other information to help assess the problem.
Depending on the circumstances and applicable law, we may provide:
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A repair;
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A replacement;
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A refund;
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A partial refund;
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Cancellation; or
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Another appropriate remedy.
6. Australian Consumer Law
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.
The Australian Consumer Law rights are separate from our voluntary 14-day change-of-mind policy. Consumer guarantees cannot be removed by a "no refunds" or similar policy.
7. Major Failures
Where a product has a major failure under the Australian Consumer Law, you may have the right to choose a refund or replacement, as well as other applicable remedies.
Whether a problem constitutes a major failure depends on the circumstances and applicable law.
8. Minor Failures
Where a product has a minor failure, we may generally have an opportunity to repair the product within a reasonable time where permitted by law.
If the problem cannot be repaired within a reasonable time, further remedies may become available under the Australian Consumer Law.
9. Products Damaged Through Misuse
A consumer guarantee claim may not apply where a problem was caused by misuse, unreasonable use, unauthorised modification, incorrect assembly or failure to follow supplied instructions.
This does not affect rights that cannot legally be excluded.
10. Change of Mind vs Faulty Product
A change-of-mind return is different from a consumer guarantee claim.
Examples of change of mind may include:
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You no longer want the product;
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You ordered the wrong item;
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You found the product cheaper elsewhere; or
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You changed your mind about the purchase.
Australian Consumer Law remedies may apply where there is a product problem, regardless of our voluntary 14-day policy.
11. Sale and Discounted Products
Sale and discounted products remain covered by applicable Australian Consumer Law rights.
A discounted price does not remove consumer guarantees.
Change-of-mind eligibility for sale products will depend on the terms of the relevant promotion and this policy.
12. Refund Processing
Where a refund is approved, we will generally process it using the original payment method where reasonably possible.
The time for the refunded amount to appear in your account may depend on your payment provider or financial institution.
13. Return Assessment
We may reasonably assess a returned product before approving a change-of-mind refund.
For Australian Consumer Law claims, we may also assess the product to determine the nature of the problem and the appropriate remedy.
14. Damaged-on-Arrival Products
If your product arrives damaged, please contact us as soon as reasonably possible.
Please provide photographs of:
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The product;
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Packaging;
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Shipping label; and
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Visible damage.
This information helps us communicate with our delivery provider and determine the appropriate solution.
15. Incorrect Products
If you receive an item different from what you ordered, contact us as soon as reasonably possible.
We will work with you to arrange the appropriate correction.
16. Contact Us
For return or refund requests:
DenFitSupply
Phone: +61 451 212 163
WhatsApp: +61 451 212 163
Website: https://denfitsupply.com.au/
Please include your order number in your communication whenever possible.
17. Policy Changes
We may update this Refund & Returns Policy from time to time.
The latest version will be published on our website.
Nothing in an updated policy will remove rights that apply to purchases already made or rights that cannot legally be excluded.