Effective Date: November 8, 2026
Welcome to the official Refund and Returns Policy of QLI FITNESS EQUIPMENT AUSTRALIA PTY LTD, operating our e-commerce platform at www.qlifitnessau.com. This policy clearly outlines all terms, conditions, and procedures governing product returns, exchanges, and reimbursements for all portable fitness gear including our wide range of skipping ropes, massage balls, yoga blocks, resistance bands and other curated fitness equipment available on our store. Our core commitment is to deliver simple, reliable workout tools that help our customers build steady, sustainable fitness habits, and we have designed this policy to be fair, transparent, and aligned with Australian consumer protection laws. The most critical term we explicitly emphasize upfront is that no standalone full or partial refund requests without the return of the purchased physical product will be approved under any circumstances. By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to all terms laid out in this document.
1. Core Rule: No “Refund Only” Requests Are Permitted
To ensure equal, fair treatment for all our customers, we strictly prohibit any request for a full or partial refund that does not include the return of the original ordered physical product. We operate on a low-margin model for our carefully curated compact fitness gear tailored for busy lifestyles, tight apartments and on-the-go schedules, and allowing no-return refunds would create unfair pricing and inventory risks for our entire customer community.
We will not process any refund application if you cannot provide valid proof that you have shipped the original product back to our designated returns facility, unless there are extremely rare, verified cases where the product was confirmed lost in transit by our partnered courier companies before being delivered to you. All other scenarios require the physical product to be returned to us first before we can initiate any eligible reimbursement or exchange process.
2. Eligibility for Return Applications
You are eligible to submit a product return request within 30 calendar days from the date you successfully receive your fitness equipment order, as long as your request meets all the following requirements:
- The product you wish to return is in unused, unmodified, resalable condition, with all original factory packaging, user manuals, tags, and included accessories intact. Products that show signs of wear, improper use, damage caused by accidental dropping, or unauthorized disassembly are not eligible for return.
- You are able to provide the original order number, and a copy of the order confirmation email you received from us at the time of purchase.
- You have not submitted a return or refund request for the same order previously, and no prior resolution has been issued for this purchase.
- Custom made, personalized products that we specifically produced according to your exclusive customization requirements are not eligible for return unless they have confirmed manufacturing defects.
Our customer support team will review your submitted return request within 2 business days, and send you a formal return approval email including the detailed return shipping address at our facility at 56 Silverwater Road, Silverwater, NSW 2128, Australia, along with clear guidance for packaging the product for return.
3. Return Shipping and Cost Arrangements
For returns that are caused by our verified errors, including scenarios where you received the wrong product, the item you received has confirmed manufacturing quality defects, or the product arrived severely damaged during transit, we will fully cover all standard return shipping costs for you. We will send you a pre-paid shipping label via email that you can print out and attach to your return package, with no extra cost required on your end.
For voluntary returns where you changed your mind about the product, selected the wrong item size or specification, or no longer need the fitness gear for personal reasons, you will be responsible for covering all return shipping fees to send the product back to our designated address. We strongly recommend that you use a trackable courier service for your return shipment, as we cannot be held responsible for items that are lost or damaged during the return transit process.
4. Processing After We Receive Your Returned Item
Once our warehouse team receives and inspects the returned product, we will verify its condition against your original order details within 3 business days.
- If your returned item meets all return eligibility requirements, you will be given two official resolution options to choose from: you can opt for an equivalent store credit that can be used for any future purchases on www.qlifitnessau.com, or you can select an exchange for a different fitness product of the same or higher value (you will only need to pay the price difference if the new item you select is more expensive than your original returned item).
- Only in the extremely rare verified cases where the returned product has irreversible manufacturing defects that we cannot resolve via exchange, and no other suitable replacement products are available in our inventory, will we process a refund back to your original payment method. Please note that this is the only scenario where a monetary refund is permitted, and this is only possible after you have fully returned the defective physical product to us.
- The refund, store credit or exchange process will be completed within 7 to 10 business days after our final inspection approval. For credit card refunds, it may take an additional 3 to 5 business days for the fund to appear on your bank statement, depending on your card issuing institution’s processing speed.
5. Exceptions and Special Cases
For products that you have already used for a short period and found to have non-manufacturing related issues caused by improper operation or incorrect assembly, we do not accept returns or process refunds, but our after-sales support team will provide you with free troubleshooting guidance to help you resolve the product usage issues. We offer a 12-month manufacturer warranty for all our fitness gear, which covers all verified manufacturing defects that occur during normal, intended use of the product within the 12 month window from your delivery date. Warranty claims never require a no-return refund, and we will arrange a free replacement unit for you once you return the defective item to us.
6. Contact Information for Return Inquiries
If you have any questions about our Refund and Returns Policy, need to initiate a return request, or require clarification about your eligibility for a return, you can reach out to our dedicated returns support team at any time via email at facty@qlifitnessau.com, or call us directly at +61 410 603 535 during our business hours. Our team will respond to your inquiry and provide professional guidance as quickly as possible to resolve your concerns.