Returns & Refunds Policy

Last updated: 26 August 2026

At Sydney Gym Supply, we want customers to be confident when purchasing equipment, flooring and gym solutions from us.

This Returns & Refunds Policy applies to purchases made through Sydney Gym Supply, including online orders, direct orders and eligible equipment supplied as part of a project or fit-out.

Nothing in this policy limits any rights you may have under the Australian Consumer Law.

Australian Consumer Law

Our products and services are covered by consumer guarantees under the Australian Consumer Law where those guarantees apply.

If a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may provide an appropriate remedy such as a repair.

Services supplied by Sydney Gym Supply must also meet the applicable consumer guarantees, including being provided with due care and skill.

Your rights under the Australian Consumer Law cannot be excluded or reduced by this policy.

Change of Mind Returns

Sydney Gym Supply may accept change-of-mind returns within 14 days of receiving or collecting your order, provided that:

• You contact us before returning the item.

• The product is unused and in new, resalable condition.

• The product has not been assembled or installed.

• All original packaging, accessories, instructions and components are included.

• You provide proof of purchase.

Change-of-mind returns must be approved by Sydney Gym Supply before the goods are returned.

The customer is responsible for the cost of returning or transporting goods for a change-of-mind return.

For approved change-of-mind returns, a restocking and handling fee of up to 10% may apply, particularly for large or bulky equipment. Any applicable fee will be confirmed with you before the return is completed.

Original delivery, assembly and installation charges are not refundable for change-of-mind returns where those services have already been provided.

Products Not Eligible for Change of Mind Returns

Unless otherwise agreed by Sydney Gym Supply, we do not accept change-of-mind returns for:

• Special-order or supplier-ordered equipment.

• Customised or made-to-order products.

• Equipment that has been assembled or installed.

• Flooring that has been cut, modified, glued or installed.

• Custom gym packages or equipment specifically ordered for a fit-out.

• Clearance, ex-display or used equipment sold as such.

• Products that have been damaged, modified or used after delivery.

These exclusions apply only to change-of-mind returns and do not limit your rights where the Australian Consumer Law applies.

Special Orders and Supplier-Ordered Equipment

Some products sold by Sydney Gym Supply are ordered specifically for the customer from our suppliers.

If you cancel after we have placed an order with a supplier, we may not be able to provide a full refund for a change of mind.

Any cancellation amount will take into account costs already reasonably incurred or committed by Sydney Gym Supply, including supplier charges, freight or other costs associated with your order.

We recommend contacting us as soon as possible if you need to change or cancel a special order.

Faulty, Damaged or Incorrect Products

If you receive a product that you believe is faulty, damaged, defective or materially different from what you ordered, please contact Sydney Gym Supply as soon as reasonably possible.

Please provide:

• Your name and order details.

• A description of the issue.

• Photos or video showing the problem where appropriate.

• Photos of packaging if the item appears to have been damaged during transport.

We may need to inspect or assess the product before determining the appropriate remedy.

Depending on the circumstances and your rights under Australian Consumer Law, the remedy may include repair, replacement, refund or another appropriate solution.

Delivery Damage

For equipment delivered by Sydney Gym Supply, our suppliers or a freight company, we recommend inspecting the goods as soon as reasonably possible after delivery.

If there is visible transport damage, please photograph the product and packaging and contact us promptly. Where practical, reporting delivery damage within 48 hours helps us investigate the issue with the carrier or supplier quickly.

This requested reporting timeframe does not remove any rights you may have under Australian Consumer Law.

Please keep the original packaging until the issue has been assessed where reasonably possible.

Returning Faulty or Bulky Equipment

Many of our products, including gym machines, racks, flooring and commercial equipment, can be large or difficult to transport.

If a product is faulty, please contact us before arranging transport yourself.

Where Australian Consumer Law requires Sydney Gym Supply to collect or pay for the return of large, heavy or difficult-to-remove faulty goods, we will arrange an appropriate solution.

If we confirm that a product has a fault covered by the Australian Consumer Law, reasonable return costs will be covered where required.

If an inspection determines that there is no fault with the product, or that the problem was caused by misuse or another issue for which Sydney Gym Supply is not responsible, collection or inspection costs may apply. Where applicable, we will provide an estimate of these costs before arranging collection.

Assembly and Installation

Products assembled or installed by Sydney Gym Supply are not generally eligible for change-of-mind returns once assembly or installation has been completed.

If you believe there is a problem with equipment we have assembled or installed, please contact us so we can assess the issue and, where appropriate, rectify it.

Problems caused by unauthorised modification, misuse, improper installation by another party or use contrary to the product's intended purpose may not qualify for a remedy where permitted by law.

Flooring

Unused flooring may be eligible for a change-of-mind return where it meets the conditions in this policy and Sydney Gym Supply approves the return.

Flooring cannot generally be returned for change of mind once it has been:

• Cut or modified.

• Glued or otherwise permanently fixed.

• Installed.

• Specially ordered for a particular project.

If there is a fault with the flooring or installation, please contact us and we will assess the issue in accordance with Australian Consumer Law.

Gym Fit-Outs and Project Orders

Gym fit-outs and larger commercial or residential projects often involve equipment being specially ordered, freight being arranged and labour or installation services being scheduled.

If you need to cancel or significantly change a confirmed project, please contact us as early as possible.

Any refund or cancellation amount will depend on the stage of the project and any costs Sydney Gym Supply has already reasonably incurred or committed, including equipment orders, supplier charges, freight, labour or other project costs.

Your rights under Australian Consumer Law continue to apply to goods and services supplied as part of a fit-out.

Sale and Clearance Items

Sale, clearance, ex-display and used products are not generally eligible for change-of-mind returns.

However, purchasing an item on sale or clearance does not remove your Australian Consumer Law rights.

Where a specific defect or condition of an ex-display or used product was clearly disclosed before purchase, you will not generally be entitled to a remedy for that disclosed issue. Your rights may still apply if another undisclosed problem occurs.

Manufacturer Warranties

Some products sold by Sydney Gym Supply may also include a manufacturer's warranty.

Manufacturer warranties are additional to any rights you have under Australian Consumer Law and do not replace those rights.

If you experience an issue with a product purchased from Sydney Gym Supply, you can contact us directly and we will assist with the appropriate warranty or consumer guarantee process.

Refund Processing

Once a refund has been approved, it will generally be processed back to the original payment method where practical.

Please allow additional time for your bank, card provider or payment platform to process the refund after it has been issued.

How to Request a Return or Refund

Before returning any product, please contact us so we can determine the best way to handle your request.

Sydney Gym Supply
Waterloo, Sydney NSW
Phone: 0434 995 895
Email: info@sydneygymsupply.com.au

Please include your name, order details and a brief description of the reason for the return.

We will work with you to determine the appropriate next step.