Returns and Refunds Policy

XMASTER FITNESS PTE. LTD.

1 Change of Mind Returns

For standard, non-customised items supplied from our Singapore inventory, you may request a return within 14 calendar days of delivery.

To qualify for a change-of-mind return, the item must be unused, unassembled, uninstalled and in its original condition, with its original packaging, accessories, manuals and all included parts. Proof of purchase is required.

Please contact us before returning an item. We will provide return instructions and the appropriate return address. Please do not send any items back without prior confirmation from us.

2 Return Shipping and Collection Costs

For change-of-mind returns, the customer is responsible for return shipping or collection costs. Charges for delivery and installation services already completed are non-refundable.

Heavy or bulky fitness equipment may require specialist collection. If we arrange collection, we will provide a quotation and obtain your agreement before booking it.

Please pack returned items securely to prevent damage during transportation.

3 Damaged Defective or Incorrect Items

Please inspect your order upon delivery. If an item is damaged in transit, incorrect or missing parts, please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and photographs of the item and packaging.

For confirmed defects, incorrect items or damage occurring before delivery to you, we will arrange an appropriate remedy, such as repair, replacement, a price reduction or a refund, in accordance with applicable Singapore law. We will bear the necessary and reasonable collection, return shipping or redelivery costs associated with the remedy.

4 Pre-Orders and Customised Products

Standard pre-orders may be cancelled for a full refund before dispatch. Once dispatched, change-of-mind returns of standard, non-customised pre-order items are subject to the same 14-day return conditions and return-cost rules stated above.

For made-to-order or customised products, including items with customer-selected bespoke colours, dimensions or branding, any restrictions on cancellation and change-of-mind returns will be clearly disclosed before payment.

Once production of a customised item has begun, change-of-mind cancellations and returns are not accepted. This does not affect your rights if the item is defective, incorrect or does not conform to the agreed specifications.

If a pre-order is delayed beyond the delivery timeframe agreed at purchase, we will contact you. You may agree to a revised delivery timeframe or cancel the undelivered items for a refund, including any associated delivery charges.

5 How to Request a Return

Please email service@xmasterfitness.sg with your order number, the item concerned and the reason for your request. For damaged, defective or incorrect items, please include photographs or a video where possible.

We aim to respond within 2 business days. For approved change-of-mind returns, please dispatch the item within 14 calendar days of receiving our return instructions, unless another collection date has been agreed with us.

6 Refunds

For returned items, we will complete our inspection and notify you of the outcome within 5 business days of receipt. Once your refund is approved, we will initiate it to your original payment method within 5 business days.

For cancellations eligible for a refund, we will initiate the refund within 5 business days of confirming the cancellation.

Your bank or payment provider may require additional time to credit the refund to your account. We will confirm the refund amount and explain any applicable delivery or collection costs.

7 Your Statutory Rights

This policy does not exclude or restrict any rights or remedies available to you under applicable Singapore consumer protection laws.

Email: service@xmasterfitness.sg
Telephone: +65 8274 4828
Company Name: XMASTER FITNESS PTE. LTD.
Unique Entity Number (UEN): 202626135M