Return & Refund Policy

Returns & Right of Withdrawal

In accordance with European consumer law, customers have the right to withdraw from their purchase within fourteen (14) days of receiving the product, without providing a reason. To exercise this right, you must notify us of your intention to return the product within this 14-day period. After notification, the product must be returned without undue delay.

Returned items must be unused, in their original condition, and in the original packaging. Products that show signs of use, wear, or installation cannot be accepted for a refund. Once a product has been installed, mounted, or shows installation marks such as scratches, bolt impressions, or altered mounting points, it is considered used and is no longer eligible for return or refund.

Return Shipping Costs

If you choose to return a product under the right of withdrawal, the return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as the customer remains responsible for the return shipment until it has been received by us.

If a product is delivered defective or incorrect, we will cover all reasonable return shipping costs and provide an appropriate solution, such as a replacement or full refund.

Refund Processing

Once we have received and inspected the returned product, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within fourteen (14) days using the original method of payment. Please note that we may withhold the refund until the returned product has been received and inspected.

Damaged or Defective Products

Please inspect your order immediately upon delivery. If your product arrives damaged, defective, or incorrect, you must contact us within seventy-two (72) hours of receipt. When reporting the issue, please include clear photos of the damage or defect as well as the original packaging.

If the issue is confirmed, we will provide a suitable solution at no additional cost, which may include a replacement or a full refund.

Warranty

All our products are covered by a two (2) year limited warranty from the date of delivery. This warranty covers manufacturing defects and faults that occur during normal and intended use.

This warranty does not cover damage resulting from improper installation, installation on unsuitable wall types, failure to follow the provided installation manual, misuse, overloading beyond the specified weight limits, product modifications, normal wear and tear, or commercial use unless explicitly stated otherwise. Any damage caused by these factors will void the warranty.

This warranty is provided in addition to, and does not affect, your statutory rights under applicable consumer protection laws.

Safety & Liability Notice

Installation and use of FITFRAME products involves inherent risks associated with wall-mounted fitness equipment. Products must be installed strictly in accordance with the provided installation instructions and only on suitable load-bearing wall structures.

The installation guide is intended to provide general installation instructions and does not replace professional assessment of wall suitability or structural integrity. Customers are solely responsible for verifying that the mounting surface, wall construction, fasteners, and installation method are appropriate and capable of safely supporting all loads during use.

FITFRAME is not responsible for damage, injury, or loss resulting from installation on unsuitable walls, hidden defects in building structures or materials, improper installation, improper use, modification of the product, failure to perform regular inspection or maintenance, or use beyond the product’s intended purpose and specified limits.

Nothing in this notice excludes or limits liability where such exclusion or limitation is not permitted under applicable law. This includes liability for defective products or damage resulting from failure to meet statutory safety requirements.

If you are unsure about wall suitability, load capacity, or correct installation, we strongly recommend consulting a qualified professional installer prior to installation.