Refund policy

RETURN POLICIES

ALL RETURNS MUST HAVE A RETURN AUTHORIZATION NUMBER SUPPLIED BY MATRIX FITNESS. You must call 1.888.993.3199 and speak to a specialist for return authorization. Matrix Fitness will authorize returns under the following conditions:

• You must contact Matrix Fitness to return your item within 30 days of receipt to receive a refund (No returns will be accepted after 30 days).

• All items must be returned in new and working condition to receive a refund.

• Items subject to a restocking fee of 20% of the item's cost.

• Original shipping fee is non-refundable, and the customer is responsible for all return shipping costs. 

• iFIT Memberships and Virtual Active Packs are final sale and not eligible for refund

Customer Responsibility

The customer is responsible for all return freight and possible packaging costs if:

• Customer cancelled order after unit has shipped from Matrix Fitness.

• Customer refusal at time of delivery for any reason other than damaged shipment.

• If the customer cannot be reached or does not contact the shipping company back within 3 attempts of initial contact. At which point Matrix Fitness will determine the unit undeliverable.
  

• If you return an item due to size limitations, you are still responsible for freight costs both ways and a restocking fee may apply.

• Buyer’s Remorse - Authorization to return the unit must be made within 30 days from receipt of product

• Matrix’s obligation under this warranty is limited to repairing or replacing at our option after the 30-day guarantee has expired.

Matrix Fitness’s Responsibility

Matrix Fitness will assume all shipping charges if:

• Delivery was refused due to visible packaging damage that was noted on the delivery receipt. The customer should contact Matrix Fitness to inform them of their delivery refusal. No Return Authorization will be issued in this situation.

• Delivery was received, but with visible packaging damage that was noted on the delivery receipt.

• Unit is non-repairable as determined by Matrix Fitness Customer Service Dept.

• Customer received a product other than what was ordered.

Additional Return Information

1. Matrix Fitness only works with preferred partners. Under no circumstances can we accept returns from delivery companies not scheduled and approved by Matrix Fitness.

2. The customer will be responsible for getting product beyond the threshold/door. Matrix is not responsible if product not fit through doorway. Matrix packaging is designed to fit through 30" doors. 

3. Matrix Fitness will contact the freight carrier to pick up packaged products at the customer’s location.

4. Once a unit is returned back to Matrix Fitness, Matrix Fitness will refund the original order total minus return shipping charges.

5. It’s recommended that customers retain the original packing material for at least 30 days, in the event the unit needs to be returned. Return pick-ups are made Monday through Friday 9 AM to 5 PM.

REFUND POLICY

Customers with an authorized return will be refunded once the unit is received back by Matrix Fitness. Please allow 6-8 weeks for refunds to be processed.

EXCHANGE POLICY

A security deposit will be required for all exchanged units. The security deposit funds will be refunded once the authorized return has been received back by Matrix Fitness.