Shipping Details
Delivery
Our Standard Delivery service offers nation-wide, reliable door-to-door, street level/ground floor delivery only. Pricing is based on the weight of the items & the zone that your postcode falls into. Our couriers will not deliver large items upstairs, enter homes, or provide installation/removal services. For items that weigh more than 40kg, they will require assistance in unloading. Contact number is required for delivery. Authority to Leave Freight will be placed on smaller items shipped with Standard Delivery (spin bike, rowers, weights, accessories). If you do not want this to be left, please notify us as soon as you have placed the order as we ship on a next business basis. We cannot deliver to PO Boxes.
Delivery time frames are not guaranteed and are rough estimations given to us by our allocated couriers. Delivery is only available from Monday to Friday, 9:00am - 5:00pm. Please do not allocate hours as the courier company cannot deliver within allocated time frames.
Estimated Shipping Times
- VIC: 3-6 Working Days
- NSW & ACT: 4-7 Working Days
- QLD: 4-8 Working Days
- SA: 3-7 Working Days
- WA: 7-14 Working Days
- NT: 7-14 Working Days
- TAS: 5-10 Working Days
- Delivery days do not include date of dispatch. Please allow up to 14 working days for all areas. Estimated times are approximates and may be subject to unforeseen delays.
CHANGE OF MIND RETURNS
For our 7-day Change of Mind return policy, you must agree that:
- 1.The item must be unused and in the same condition you received it, in original packaging.
- 2.Product has not been assembled.
- 3.All freight costs are not refundable.
- 4.A 15% restocking fee applies to cover costs of picking, repacking the order and returning it to the shelf. The restocking fee is calculated from the invoice price.
If all conditions are met, contact us within 7 days of your equipment delivery to arrange the return & refund (applicable fees such as return fees, restocking fees or further freight fees may be deducted from the total refund amount)
WARRANTY POLICY
STANDARD WARRANTY GUIDELINES
The benefits provided to you by this contractual product warranty are in addition to other rights and remedy available to you under the law.
ORIGINAL PURCHASER
Our warranty only applies to the original purchaser from where the purchase was made from our ActiveGo online store, ActiveGo Marketplace Store or authorised ActiveGo Reseller only and is strictly not transferable. If the serial number is removed, altered or defaced, the warranty is void. All warrantees commence on the date of purchase
PARTS REPLACEMENT & REPAIRS
After determining whether there are manufacturer faults or damages to the product, ActiveGo will determine, in its discretion, the reasonable call to action method to remedy the issues. For most issues, parts can be easily changed over, and for these issues, ActiveGo will send through the relevant part to fit on. In the unlikely event of a major fault, and we will request the item back for repairs or replacement, which is at ActiveGo's discretion at the time of assessment.
ActiveGo reserves the right to replace the relevant part with the same or equivalent Product or part, rather than repair or replace it. If a replacement is provided, ActiveGo will determine, in its discretion, the closest product within the then current range of products offered by ActiveGo with which to replace the faulty or damaged product. The replacement product may differ with the replaced product in size and specifications, at the reasonable election of AciveGo. ActiveGo may replace parts with refurbished parts.
BRINGING THE PRODUCT BACK
We recommend that you keep your original product packaging if possible. In the unlikely event that you require a warranty repair and you do not have the original packaging, you will bear the responsibility for safely packaging your product for transport and ActiveGo accepts no liability for any damage that may occur in transit. If your product was picked up at any of our authorised distribution centers, you are responsible for bringing or shipping the product back to the original place of purchase for repairs & warranty.
Where ActiveGo authorises warranty service of a product, depending on the issue, ActiveGo may organise for our authorised courier to pick up the product (when safely and securely packaged for transport) during business hours between 9am to 5pm, Monday to Friday and deliver it to the appropriate repair centre. For smaller products, we may supply a pre-paid postage label for the product to be returned via our chosen carrier to be delivered to the appropriate repair centre. This may include dropping off at a courier’s depot or local post office (for Australia Post Reply Paid return labels).
PROOF OF PURCHASE & INFORMATION ASSESSMENT
Proof or purchase (invoice or paid order confirmation) must be provided when requesting warranty repair or replacements.
In order to assess damages or faults, photographic evidence must be submitted to the Technical Support team (please contact us) for review, before the product can be repaired or replaced in accordance with these terms.
LIFETIME OF 5 YEARS WARRANTY
We guarantee long-term high performance from our fitness range with a 5 Year warranty on selected Treadmill, Spin Bikes and Exercise Bike models used in home and domestic environments. Our policy guarantees on the lifetime of the product on the market, which is considered to be 5 years unless otherwise stated specifically.
CALL OUTS
Our warranty period only covers parts replacement and does not include call-outs which will be separately charged. Please note that in some areas, call outs may not be available. Additional labour charges may apply for any additional work performed on-site.
WARRANTY EXCLUSIONS (Fitness)
Without limiting any statutory rights which may be available to the Australian consumer in respect of the product, including those under the Australian Consumer Law, this warranty will not apply to:
- Damage caused through incorrect adjustment to treadmill walking belts, drive belts, bike handles, seats, pedals;
- Rust causing failure, does not cover products situated at excessively high-moisture or high-salt water content areas. This includes sea-side or if the products are in direct exposure to salt water elements in an outdoor setting, positioned outdoors within 1.5km of a salt water environment or subject to ocean spray.
- Any product used for commercial or rental purposes;
- Any product supplied outside of Australia;
- Any product stored or used outdoors (excludes weight vests);
- Any defects caused by accidents, natural disasters, lightning, water, fire, wind, storms
- Any defects caused by abuse or theft of the product or in the case of electrical products, is due to surges in the electrical power to which the product is connected;
- Any defects caused by faulty or defected power cables;
- Any product that is incorrectly installed or set up;
- Ordinary wear and tear of the product; Wear and tear on components such as paint & finish and maintenance based parts (such as drive belts & chains, treadmill belts, motor brushes, resistance pads on friction based tension systems, foot plates, etc)
- Damage caused to Weight Plates/Bars/Barbells due to negligent or faulty use, improper maintenance, storage or handling by the user. Negligent or faulty use includes abusive dropping of the bar or weight plates, such as dropping on the ground, hooks, bars, spotter arms, or similar;
- Any adaptation or changes to the product which are not in accordance with the user manual supplied with the product;
- Damage resulting from:
- Incorrect adjustments to treadmill walking belts, drive belts, bike handles, seats, pedals, treadmill desktops, adjustable benches, barbell hooks, adjustable weight systems;
- Transportation (excludes transit damage when dispatched from an authorised ActiveGo seller)
- Abuse, misuse, excessive use, failure to follow instructions, improper or abnormal usage;
- Alteration, modification, defective installation;
- Unauthorised repairs, alterations or modifications from an unauthorised third party.
- Any power supply fault in ancillary equipment used with the product;
- Pests, mice, cockroaches or other insects;
- Entry of foreign matter into the product including liquid, moisture or dirt; and
- Salt build-up or rust corrosion.
Natural Timber Products: Products constructed from Natural Timber may experience checks or small cracks that are normal throughout the life of the product. These cracks are weather dependent, and will not affect the structural integrity of your product. This is not considered a fault under warranty.
Nothing in this warranty policy limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law ("ACL") (or any liability under them) which by law may not be limited or excluded. If you are a "consumer" under the ACL, the following notice applies to you:
"Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."
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