We want you to shop with confidence at GravoMax Fitness. If something is not right with your order, we will work with you to sort it out as quickly and fairly as possible.

This Returns Policy explains how returns, exchanges and refunds work for orders delivered within New Zealand and purchases made at our GravoMax showroom in Auckland.

Nothing in this policy is intended to limit your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where there is any conflict, your rights under New Zealand law will apply.

How to Start a Return

To help us process your request quickly, please contact us before sending anything back.

• Email our team at support@gravomaxfitness.co.nz with your details, or complete the returns form at the bottom of this page.
• Include your full name, order number, best contact phone number, and the item(s) you would like to return or exchange.
• For damaged, faulty, incorrect, or missing items, please attach clear photos of the product, packaging, labels and packing slip.
• Wait for our confirmation and return instructions before arranging any courier or transport.

Change of Mind Returns (7 Days)

• You can return eligible non-faulty items within 7 days of delivery or collection.
• Items must be in new, unused and resellable condition with all original packaging, manuals, hardware, accessories and proof of purchase.
• Returns can be sent back by courier or dropped off at our showroom at 12A Ashfield Road, Wairau Valley, Auckland 0627.
• In-store returns at our showroom are free. If you choose to send items back by courier, return shipping or transport costs are the customer’s responsibility for change-of-mind returns and exchanges (unless the return is due to our error or a faulty product).
• Once your return is approved and inspected, refunds for change-of-mind returns are processed back to your original payment method.

Change-of-mind returns are optional and offered as part of our store policy. They are not required by New Zealand law and apply only to items that meet the conditions above.

Items Not Eligible for Change-of-Mind Returns

Some products are not eligible for change-of-mind returns. Where this applies, it will be clearly stated on the product page, quote or invoice.

• Customised, made-to-order or special-order equipment.
• Certain clearance or sale items that are clearly marked as “no change-of-mind returns”.
• Products that have been assembled, installed, modified or used beyond what is reasonably necessary for inspection.
• Items not in their original packaging or missing parts, manuals or accessories.
• Items that are not in a condition suitable for resale as new.

Even if an item is not eligible for change-of-mind return, you still have rights under the New Zealand Consumer Guarantees Act if the product is faulty or misrepresented.

Return Shipping & Fees

• For change-of-mind returns or size/style exchanges, you are responsible for the cost of sending the item back to us, unless we have made an error with your order.
• Original delivery fees are generally non-refundable where you have changed your mind, ordered the wrong item, or chosen the wrong size.
• We do not charge any restocking fees for returns.
• Please pack items securely for the return journey. If a product is damaged in transit on the way back to us due to insufficient packaging, this may affect your refund.

Where the return is due to our error or a faulty product, we will provide return instructions and cover reasonable transport costs, including any applicable courier charges.

Damaged or Faulty Goods

If your order arrives damaged or appears faulty, please contact us as soon as you can, ideally within 48 hours of delivery. Where possible, include clear photos of the product, packaging and any damage, and keep all packaging materials for inspection and courier claims.

We will meet our obligations under the New Zealand Consumer Guarantees Act. Depending on the nature of the issue, this may include arranging a repair, replacement or refund at no extra cost to you.

Where a refund is the appropriate remedy under the Act, we will also refund any reasonable delivery charges you have paid and cover the cost of returning the product to us.

These rights apply whether you purchased online or in store, including clearance and assembled goods.

Incorrect or Missing Items

If you believe you have received the wrong item, the wrong quantity, or your order is missing parts or hardware, please contact us as soon as possible.

• Where practical, let us know within 48 hours of delivery and include photos of the carton, packing slip and the items received.
• If a component, hardware pack or small part (such as bolts or screws) is missing, we will usually send the missing part rather than replacing the entire item.
• If we have sent the wrong product, we will arrange collection or provide a prepaid return label and send the correct item or process a refund.

Large & Bulky Equipment

Many GravoMax products are heavy or oversized (for example racks, rigs, plate-loaded machines and platforms). Returning these items may require special handling.

• If a large or installed item is faulty, we will arrange an appropriate remedy in line with the Consumer Guarantees Act. This may include repair, replacement or refund, and we will cover reasonable transport costs to resolve the issue.
• For change-of-mind returns or exchanges on large or installed equipment, additional collection, handling or dismantling fees may apply where you ask us to arrange these services on your behalf. We will confirm any such costs with you in writing before booking transport or removal.
• Equipment that has been permanently fixed to walls or floors, or substantially assembled and used, may not be eligible for change-of-mind return unless required by law.

We do not charge any restocking fees. Any collection or dismantling fees for large items relate only to optional transport services you ask us to organise.

In-Store Purchases and Online Orders

This Returns Policy applies to eligible purchases made through our website and at our GravoMax showroom.

Whether you buy online or in store, your rights under the New Zealand Consumer Guarantees Act and Fair Trading Act remain the same. The way we process a return may differ slightly depending on whether the purchase was made online or in person, but the underlying rights and remedies are consistent.

Exchanges

We can assist with exchanges for eligible products. In many cases, the simplest way is to return the original item (following the change-of-mind return steps) and place a new order for the item you would like instead.

• Once we have received and inspected the original item, we will process your refund back to the original payment method.
• For change-of-mind exchanges, you are responsible for any return shipping costs and the delivery cost of the new item, unless we have made an error with your order.
• Where practical, we can also help arrange an exchange in store or via courier without any restocking fee.

Commercial & Bulk Orders

Commercial gym fit-outs, wholesale purchases and other bulk orders may be subject to separate return terms.

• Any special conditions will be confirmed in your quote or invoice before you place the order.
• Change-of-mind returns are not guaranteed for commercial or custom projects, especially where products have been installed or customised for your facility.
• Your rights under the New Zealand Consumer Guarantees Act still apply to faulty products to the extent permitted by law.

Gift Cards, Promotions & Free Gifts

• Gift cards and store credits are generally non-refundable and cannot be exchanged for cash, except where required by law.
• Free gifts or promotional items supplied with a qualifying purchase are not eligible for separate return or exchange on a change-of-mind basis.
• If you return a qualifying item from a promotion, we may require any free gifts to be returned in new condition, or adjust your refund to reflect the normal selling price of the items you keep.

This section relates to change-of-mind situations and does not limit your rights under the New Zealand Consumer Guarantees Act for faulty products or services.

Refunds

Unless otherwise agreed, refunds are made back to the original payment method used for the purchase. We aim to process approved refunds within 5 business days of confirming your return. Your bank or payment provider may require additional time for the funds to appear in your account.

In some cases, especially for commercial projects or special orders, we may issue a store credit instead of a refund where this is agreed with you in advance and does not affect your rights under the Consumer Guarantees Act.

Inspection & When We May Decline a Return

All change-of-mind returns and exchanges are subject to inspection once they arrive at our warehouse.

• If an item shows signs of use, installation, modification or damage beyond what is reasonable for inspection, we may offer a partial refund only or decline the change-of-mind return.
• If a change-of-mind return is declined, we can arrange to send the item back to you. Additional freight charges may apply.

This section applies to change-of-mind and non-faulty returns only and does not limit your rights under the New Zealand Consumer Guarantees Act or Fair Trading Act for faulty or misdescribed products.

A Friendly Note

Please double-check product sizes, specifications, and measurements before placing your order. If you’re unsure, our team is happy to help before you buy.

For delivery details and collection options, visit our Shipping & Pick Up page.