Build A Gym Return, Exchange & Refund Policy

At Build A Gym, we stand behind the quality of our equipment and aim to be fair and transparent with our customers. Every purchase is backed by a 30-day return and exchange window. Please review the following order cancellation, return, exchange, and refund terms carefully before purchasing.

1. Order Cancellations

Within 48 Hours of Purchase

Orders may be canceled within 48 hours of purchase, provided the order has not shipped. No fees apply during this window.

After 48 Hours (Pre-Shipment)

Orders canceled after 48 hours and prior to shipment are subject to a 15% cancellation fee to cover processing and handling costs.

After Shipment

Once an order has shipped, it is no longer eligible for cancellation and must follow the Return or Exchange process outlined below.

2. Returns

Return Eligibility Window

Returns must be submitted within 30 days of receiving your shipment. Returns submitted outside this window will not be accepted.

Return Authorization Required

•        All returns require a Return Authorization (RA) from Build A Gym prior to shipment. To request an RA, email returns@buildagym.com with your order number.

•        Unauthorized returns may be refused upon delivery.

•        An approved RA is valid for 14 days from the date of issue. If the item has not shipped back to Build A Gym within that window, the RA expires and a new request must be submitted.

Condition Requirements

Returned items must arrive in the same condition as originally received, as determined by Build A Gym upon inspection.

New-in-Box Items

•        Must show no signs of use, wear, installation, or damage.

•        Must include all original components, hardware, manuals, and packaging.

Remanufactured Items

•        Must be returned in the same condition as shown in the post-production photos provided at the time of sale (sent automatically via email).

•        Any additional cosmetic or functional damage may result in a partial or denied refund.

Freight (LTL) Items

•        Must be repackaged and palletized in the same format the item was originally shipped in, including all original packaging materials, the original pallet, and proper securement of the item to the pallet.

Full packaging and palletizing requirements are posted at buildagym.com/returnshipping and must be followed exactly.

•        Packaging must be photographed and approved by Build A Gym before a return shipping label or carrier pickup is scheduled.

•        The Return Authorization number and original order number must be clearly marked on the pallet.

•        Inadequate packaging that results in transit damage may void the return, reduce the refund, or result in the customer being billed for damage as described in Section 5, Freight Damage on Return Shipments.

Non-Returnable Items

•        Custom color equipment

•        Custom or made-to-order products

•        Clearance or “used / as-is” items (if designated at purchase)

•        Equipment that has been installed, assembled, or used

3. Exchanges

Exchanges (this section) cover preference changes only, where the equipment is not defective and the customer wants a different size, color, model, or configuration. Warranty issues, including dead-on-arrival (DOA) equipment, are not handled as an exchange — see Section 8, Damaged or Defective Items, for that process.

Exchange Eligibility Window

Exchange requests must be submitted within 30 days of receiving your shipment. Requests submitted outside this window will not be accepted.

Condition Requirements

The same condition standards described in Section 2 (New-in-Box and Remanufactured) apply to items being exchanged.

Return Shipping for Exchanges

•        The customer is responsible for return shipping costs on all exchanges.

•        Freight (LTL) items being exchanged must be palletized to the same standard required for returns (see Section 2, Freight (LTL) Items).

Restocking Fee on Exchanges

A 15% restocking fee applies to all exchanges, calculated on the price of the item being exchanged, once it is received and inspected in its original condition.

Price Differences

•        If the replacement item costs more than the original, the customer pays the difference before the replacement ships.

•        If the replacement item costs less, the difference (less the 15% restocking fee on the original item) is refunded to the original payment method.

4. Return Freight Booking (Returns and Exchanges)

Freight (LTL) customers have two options for returning the original equipment:

•        Book the return freight yourself with a carrier of your choosing, or

•        Have Build A Gym book the return freight on your behalf.

If Build A Gym books the return freight, the shipping cost will be deducted from the refund issued to the original payment method (returns), or invoiced separately prior to shipment of the replacement item (exchanges). Actual return freight cost may be higher or lower than the shipping amount originally charged on the order. A copy of the bill of lading and the freight invoice will be provided to the customer in either case, for full transparency on how the refund or invoice amount was calculated.

5. Freight Damage on Return Shipments

The customer is responsible for properly packaging and palletizing any item being returned or exchanged, per Section 2, Freight (LTL) Items. If the item sustains damage in transit back to Build A Gym due to inadequate, incomplete, or poor-quality packaging:

•        The customer is liable for the cost to repair or restore the equipment to its original, sellable condition.

•        Restoration costs will be deducted from any refund owed, or invoiced directly to the customer if the refund amount is insufficient to cover them.

•        Build A Gym reserves the right to deny the return or exchange outright if the item cannot be restored to sellable condition.

If the item was packaged and palletized to the required standard and is damaged in transit by the carrier, that damage is not the customer's responsibility and will be handled through Build A Gym's freight claim process against the carrier instead.

6. Fees & Shipping Summary

•        A 15% restocking fee applies to all approved returns and exchanges once the item is received and inspected in its original condition.

•        Outbound (original) shipping costs are non-refundable and are not credited toward an exchange.

•        Return shipping is the customer's responsibility for both returns and exchanges, subject to the booking options in Section 4.

•        On orders with multiple items, the restocking fee and return shipping responsibility apply on a per-item basis.

7. Inspection & Refunds

•        All returned and exchanged items are inspected upon arrival.

•        If damage, missing parts, or excessive wear is identified beyond what is addressed in Section 5, refunds may be further reduced or denied.

•        Approved refunds are issued to the original payment method.

•        Please allow 7 to 10 business days after inspection is complete for refunds to be processed. Business days are Monday through Friday, excluding federal holidays.

8. Damaged or Defective Items

If your order arrives damaged, defective, or dead-on-arrival (DOA), submit a warranty claim immediately at buildagym.com/warranty. Please include your order number and clear supporting photos.

Warranty issues, including DOA equipment, are resolved by dispatching replacement parts and, when needed, a technician to repair the equipment on site. This is the standard resolution path for a warranty claim and does not involve returning the equipment.

If the customer prefers to return the equipment instead of proceeding with warranty repair, the return is processed under the standard Return process in Section 2 in full, including packaging and palletizing the equipment, covering the return shipping cost, and paying the 15% restocking fee.

Items damaged during the original outbound shipment (freight transit damage, as opposed to a manufacturing defect) are covered under Build A Gym's freight claim process instead. If the customer chooses to return such an item rather than pursue freight claim resolution, the return is likewise processed under Section 2 and is subject to the 15% restocking fee.

9. Policy Acknowledgment

By completing a purchase with Build A Gym, you acknowledge and agree to this Return, Exchange & Refund Policy in full.