Refunds & Returns

Last updated 2 September 2026.

Faulty, damaged or not as described

This is your statutory position and it is the important part of this page. Under the Consumer Guarantees Act 1993 the goods we sell you must be of acceptable quality, fit for the purpose they are sold for, and match how we described them. If they are not, you are entitled to a repair, a replacement or a refund, and we pay the return postage.

Email theteam@homefitness.net.nz with your order number and a short description of the problem. If something arrived broken, a photograph of the item and the packaging helps us take it up with the courier, but it is not a condition of your rights.

Nothing on this page limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Changed your mind? Our own 15 day policy

New Zealand law does not give you a statutory cooling-off period for an online purchase. We would rather be straight about that than imply a right you do not have.

What we do offer, as our own policy, is 15 days from delivery to change your mind on any unused item. Email us within those 15 days, send the goods back unused and in their original packaging, with your order confirmation or receipt from this website, and we refund what you paid for the goods. On a change of mind you pay the return postage, using a tracked service, and we do not refund the original delivery charge. There is no cancellation fee and no handling or restocking charge.

This applies across the whole range, whether you found a better price, it does not fit, you no longer need it or you ordered the wrong item. Everything we sell is a standard stock item, so nothing is excluded from the policy. We cannot accept returns of things bought from another retailer.

Order the right thing first time

Most of what we sell is large and heavy, so a return you avoid is easier than a return you have to make. If you are not sure whether a machine fits the room, or which of two products suits what you want to do, email theteam@homefitness.net.nz before you order and tell us the space you are working with.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We arrange a replacement or a refund and we cover the return postage.

Missing items or the wrong thing sent

Tell us and we fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

How to return something

Email theteam@homefitness.net.nz with your order number and what you would like to do. We reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

We process refunds within 24 to 48 hours of the goods arriving back. Payment providers usually take a few further working days to show the money on your statement. Refunds go to the payment method you used, or can be held as credit against a future order if you would rather.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 to 48 hours, so tell us as soon as you can. Once a parcel has left the warehouse it is a return rather than a cancellation, and the policy above applies.

If we cannot agree

Email theteam@homefitness.net.nz with your order number and the word "complaint" in the subject, and a person will look at it again from the start, as set out in our complaints handling policy. If we still cannot resolve it, a consumer claim can be taken to the Disputes Tribunal. Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are not affected by anything on this page.