Return & Refund Policy

The standard return window is 14 full calendar days from the date your order is delivered—not from the date you placed or paid for the order. The delivery date is the date recorded by the carrier or our delivery team. A return request must be made within that window. Orders that have not shipped can be cancelled by contacting us as soon as possible; once an order is in transit, the standard return process applies.

Email sales@veltronfitness.co.za or call/WhatsApp 062 183 5733. Include your order number or invoice number, the item you want to return, the reason, and photographs where relevant. We normally respond within one business day and will confirm whether the return is approved, explain the next steps, and provide the correct return or collection instructions.

Please do not send equipment back without written approval and return instructions.

A change-of-mind return must be unused, unassembled, and not installed. It must be complete with its original packaging, manuals, accessories, cables, hardware, and any included parts. Please use the original packaging where possible, or packaging that gives the equipment equivalent protection during transport. We may decline a standard return if equipment has been used, assembled, installed, altered, damaged after delivery, or returned incomplete. These conditions do not limit your rights when the item is defective, damaged on arrival, or not what you ordered.

For a change-of-mind return, a fitment or suitability mistake, or an item you no longer need, you are responsible for the return freight or collection cost. For large commercial equipment, we can arrange a collection and deduct the agreed cost from the refund. If the item is damaged, defective, or was sent in error, we cover the return freight or collection in full.

Original delivery fees are refunded when the return is caused by our error, a covered defect, or damage in transit. For a correctly supplied, undamaged item returned because you changed your mind, the original delivery fee is not refundable. We do not charge a restocking fee on eligible standard returns.

We inspect the returned item after it arrives. Once the return is approved and the inspection is complete, we issue the refund within 5–10 business days. The refund is sent to the original payment method used for the order (card, EFT, or business account). Your bank or payment provider may take additional time to show the funds. If a return is incomplete or arrives damaged because it was not packed adequately, we will contact you before finalising the refund.

Accept the delivery where possible, note visible damage on the delivery record before the driver leaves, and take clear photographs of the packaging, shipping label, and equipment. Email us within 48 hours of delivery with your order number and photos. We will manage the carrier claim and, at your choice and subject to availability, arrange a repair, replacement, or full refund including the original delivery fee. There is no charge to you for resolving transit damage.

Contact us as soon as you notice the error, ideally within 48 hours, with your order number and photos of the item, product label, and packaging. Keep the item unused and available for collection. We will arrange the return at our cost and send the correct item, subject to availability, or provide a full refund. You will not pay a restocking fee, return freight, or replacement delivery charge for an item we sent incorrectly.

Custom-built, made-to-order, specially configured, or installed equipment may not be eligible for a change-of-mind return because it was prepared specifically for your facility. Bulk, trade, and commercial contract orders may also have separate terms agreed in the quotation or contract. We will always assess a defective, damaged, or incorrectly supplied item under the applicable consumer and contract protections. Ask us about the return terms before approving a custom or commercial order.

No. A return is for an eligible item you want to send back within 14 days of delivery. A warranty claim is for equipment that develops a covered fault during the applicable warranty period, including after installation. Do not return a faulty unit without contacting us first; our team may troubleshoot the issue, arrange a technician, or organise a repair or replacement under the relevant warranty terms. Start either process through our Contact page.