Returns &
Refunds
Effective: 2025
Prodigy Fitness Supplies Pty Ltd
Our Returns Policy
At Prodigy Fitness Supplies, we stand behind the products we sell and aim to handle every return or complaint fairly, promptly, and without unnecessary friction. This policy outlines what you can expect from us as a business.
Please read this policy carefully before making a purchase. By placing an order with us, you agree to these terms.
Change of Mind Returns
Conditions that must all be met
- You contact us within 7 days of receiving your order
- The item is unused, unassembled, and in its original packaging — exactly as received
- The item is not on our non-returnable list (see below)
- You have received written approval from us before sending anything back
What you receive
- Store credit only — change of mind returns do not qualify for a cash refund to your original payment method
- Return shipping costs are at your expense
- Original shipping charges are non-refundable
- If the item arrives back to us in a condition other than as described, we reserve the right to reduce the store credit issued or decline the return entirely
We are not able to accept change of mind returns after 7 days of delivery. Please inspect your order promptly upon receipt and contact us immediately if you wish to return it.
Items we cannot accept back for change of mind
- Items that have been assembled, used, or show signs of wear
- Items with damaged, missing, or opened packaging
- Custom-ordered or special-order items
- Items returned without prior written approval from us
- Items sent to the wrong address (returns must go to the address we provide)
Faulty or Damaged Goods
If your item arrives damaged in transit, develops a fault during normal use, or does not match its description, please contact us as soon as possible with clear photos or video of the issue.
Transit damage
If your order is visibly damaged on arrival, take photos immediately before unpacking further and contact us within 48 hours of delivery. Delayed reporting of transit damage may make it difficult for us to investigate and resolve your claim.
Manufacturing defects
Manufacturing defects are covered under our 5-year warranty. If a genuine fault is confirmed after inspection at our Phillip Island facility, we will:
- Arrange and cover courier collection from your address
- Repair the product with genuine parts if the fault is minor
- Replace the product entirely if the fault is major and cannot be repaired
- Cover return shipping back to you once resolved
If we receive the product and cannot confirm a manufacturing fault, you will be responsible for return shipping costs back to you. We will contact you before taking any further action.
How to Make a Return
All returns — whether for change of mind, transit damage, or a warranty claim — must follow this process. Do not send items back without prior written approval. Items returned without approval may not be processed and could be returned to you at your expense.
Emailsales@prodigystrength.com.auwith your order number, reason for return, and clear photos or video of the item. For faulty claims, the more detail you can provide, the faster we can assess.
We will review your request and respond with a decision: whether the return is approved, what outcome applies (repair, replacement, store credit, or refund), and the return address and instructions. Do not send anything until you have received this.
Use the original packaging where possible. Ensure the item is clean, securely packed, and includes your order number and full name inside. Send to the address we provide — not our general business address.
Once received, we will inspect the item and process the agreed outcome — repair, replacement, store credit, or refund — within a reasonable timeframe. We will keep you updated throughout.
Refunds & Processing
Change of mind returns — store credit only, issued once we receive and inspect the item and confirm it meets return conditions.
Shipping fees — original shipping charges are non-refundable unless the item was delivered faulty, damaged, or incorrectly.
Return shipping costs — for faulty goods where a fault is confirmed, we cover collection and return shipping. For change of mind returns, the customer pays return shipping.
What's Not Covered
The following circumstances do not qualify for a return, refund, or warranty claim:
- Damage caused by misuse, neglect, improper assembly, or modification of the product
- Normal wear and tear over time
- Damage resulting from using the product outside of its intended purpose or load capacity
- Products purchased from third-party sellers or resellers (not directly from us)
- Change of mind requests made after 7 days of delivery
- Items returned without prior written approval from us
- Items that have been assembled, used, or are no longer in original packaging (for change of mind returns)
- Cosmetic damage that does not affect the function of the product
We sell commercial-grade equipment intended for regular home gym use. If a product fails under reasonable use conditions within the warranty period, we will address it. If damage is the result of overloading, incorrect assembly, or misuse, we are not liable and a return will not be approved.
Contact Us
If you have a question about a return, need to make a claim, or are unsure whether your situation is covered — please reach out before sending anything back. We're a real team and we'll give you a straight answer.
Cowes VIC 3922
100% Australian Owned
2 Year Warranty
Nationwide Delivery
Price Match Guarantee
Phillip Island Showroom