Return & Refund Policy
You have 30 days from delivery to return most items. Here's exactly how it works.
30-day return window, calculated from the date your order is delivered — not the order date.
How It Works
Returning an Item, Step by Step
1. Contact Us
Email sales@matrixfitnesssouthafrica.co.za or call/WhatsApp 062 183 5733 within 30 days of delivery, quoting your order number and reason for return.
2. Get Return Approval
We'll confirm your return is eligible and send you return instructions, including where to send the item and any collection arrangements for large equipment.
3. Pack & Send
Pack the item in its original packaging with all accessories, manuals, and hardware included. For large commercial equipment, we can arrange freight collection.
4. Get Refunded
Once we've received and inspected the item, we process your refund to the original payment method within 5-10 business days.
Eligible for Return
- Item is unused and in its original condition
- Original packaging, manuals, and all accessories/hardware are included
- Return is initiated within 30 days of the delivery date
- Proof of purchase (order number or invoice) is provided
Not Eligible for Return
- Equipment that has been assembled, installed, or used
- Custom-built or made-to-order items, unless faulty
- Bulk or commercial contract orders with separately agreed terms
- Items missing original packaging or accessories
Return Costs & Refund Method
Change of mind: if you simply no longer want the item, return shipping is at your cost. For large commercial equipment, we can arrange freight collection and deduct the cost from your refund.
Damaged, defective, or wrong item: if your item arrived damaged, faulty, or isn't what you ordered, we cover the full cost of return shipping or collection, and offer a replacement or full refund — your choice.
Refund method: approved refunds are issued to your original payment method (EFT, card, or business account) within 5-10 business days of us receiving and inspecting the returned item. We do not charge restocking fees on eligible returns.
Item Arrived Damaged or Defective?
Contact us within 48 hours of delivery with photos of the damage or fault, along with your order number. We'll arrange a replacement, repair, or full refund at no cost to you — you do not need to wait for the standard return process.