1. Eligibility and Scope

This policy applies to products purchased from the official Gymusclo website. Orders purchased through Amazon, Walmart, offline dealers, or other third-party platforms are subject to the after-sales policy of the applicable platform or seller.

This policy applies to returns, refunds, order cancellations, exchanges, price protection, and after-sales handling related to shipping damage, missing parts, incorrect shipments, or quality issues.

2. 35-Day Return Window

Gymusclo accepts return requests within 35 days from the date the product is delivered.

All return requests must be reviewed and approved by Customer Support first. Packages returned without authorization may not be identified by the warehouse and may result in refund delays or an inability to process the refund.

To request a return, please contact: support@gymusclo.com

3. Return Eligibility

Products may be eligible for return if all of the following conditions are met:

• The return request is submitted within 35 days of delivery.
• The product has not been visibly used, worn, modified, or damaged.
• The product is in resellable condition.
• The original packaging, inserts, protective materials, and accessories are retained.
• All manuals, tools, hardware packs, accessories, and gifts are included.
• A valid order number or proof of purchase is provided.
• An RMA return authorization has been issued by Gymusclo Customer Support.

4. Non-Returnable Items and Conditions

The following situations are generally not eligible for returns for personal reasons:

• The 35-day return window has expired.
• The product has been installed, used for an extended period, or shows visible signs of use.
• The product is damaged due to incorrect installation, misuse, abuse, overloading, or modification.
• Key accessories, manuals, tool kits, or structural components are missing.
• The original packaging is severely missing or the product cannot be safely shipped.
• Clearance items, Final Sale items, and sample products.
• Gift cards, virtual products, installation services, or additional logistics services.
• Separately purchased replacement parts, unless there is a quality issue or incorrect shipment.
• Orders not purchased from the official Gymusclo website.

If a product has a quality issue, we will handle it through the quality-related after-sales process, and it will not be restricted by the return conditions for personal reasons.

5. Buyer-Caused Returns and Seller-Caused Issues

6. Fees for Buyer-Caused Returns

For buyer-caused returns, the following fees may apply:

• Return shipping costs are the responsibility of the customer.
• Original shipping fees, freight fees, address-change fees, installation fees, and similar fees are non-refundable.
• If the order included free shipping, the actual outbound shipping cost for large items may be deducted from the refund.
• If the product has been opened but not used, a 10% restocking fee may apply.
• If the packaging is missing, accessories are missing, or the product’s resale condition is affected, a restocking fee of up to 15% may apply, or deductions may be made based on the actual loss.

Restocking fees are used to cover warehouse inspection, repackaging, accessory checking, relisting, packaging loss, and product value reduction.

7. Solutions for Seller-Caused Issues

If an issue is confirmed to be caused by Gymusclo, we may provide one or more of the following solutions based on the specific situation:

• Free shipment of missing parts
• Free replacement of damaged parts
• Free product replacement
• Partial refund
• Return and refund
• Installation troubleshooting or remote assistance

For after-sales issues involving large fitness equipment, replacing missing or affected components is often faster and more efficient than returning or replacing the entire product. It can also reduce waiting time and the risk of damage during secondary transportation.

8. Return Process

1. Contact Customer Support: Email support@gymusclo.com and provide your order number, purchasing email address, reason for return, product condition photos, and packaging photos.
2. Customer Support Review: Our support team will review the order status, product type, and return reason to confirm whether the product meets the return requirements.
3. Receive RMA Authorization: Once approved, we will provide an RMA return authorization and return instructions. Please do not ship the product back without an RMA.
4. Pack the Product: Use the original packaging to repack the product and make sure all parts, accessories, tools, manuals, and gifts are included.
5. Ship the Product Back: Please return the product according to the address and method provided by Customer Support. For buyer-caused returns, the customer is responsible for return shipping.
6. Warehouse Inspection: Once the return is received, the warehouse will inspect the product condition, accessory completeness, and packaging.
7. Refund Processing: After inspection is approved, we typically process the refund within 3-5 business days. The actual posting time depends on the payment provider or card issuer.

9. Refund Method and Timeline

Refunds will be issued back to the original payment method used at checkout.

If the order used a coupon, gift card, points, or promotional discount, the refund amount will be calculated based on the actual amount paid.

If the order contains multiple items and only part of the order is returned, the refund will be calculated based on the actual amount paid for the returned item. Non-refundable shipping fees, service fees, and other additional fees are not included.

After the warehouse inspection is approved, we typically process refunds within 3-5 business days. The actual posting time depends on your payment provider or card issuer and may take an additional 5-10 business days.

10. Order Cancellation

If the order has not yet shipped, you may contact Customer Support to request cancellation. We will do our best to assist with the cancellation and arrange a refund after the cancellation is confirmed.

If the order has already entered warehouse processing, a tracking number has been generated, or the order has been handed over to the carrier, cancellation may not be possible. In this case, you may request a return after receiving the product according to this Return Policy.

If the customer still requests cancellation after the order has shipped, any interception fees, return shipping costs, address-change fees, or other carrier-related costs may be the responsibility of the customer.

11. Exchange Policy

Gymusclo currently does not offer direct exchanges for general personal reasons.

If you need a different model, color, or product, we recommend requesting a return first and then placing a new order for the desired product.

If an exchange is needed due to incorrect shipment, missing items, quality issues, or shipping damage, we will arrange missing-part shipment, component replacement, or another appropriate solution through our after-sales process.

12. Price Protection

If the official price of the same product drops within 30 days after your purchase from the official Gymusclo website, you may contact Customer Support to request one price protection adjustment.

Price protection is subject to the following conditions:

• The product must be the same model, color, and configuration.
• The product must still be available for regular sale.
• Price protection does not apply to clearance sales, flash sales, bundle promotions, member-exclusive prices, stacked coupon prices, or third-party platform prices.
• Each order may request price protection only once.

Whether a price protection request qualifies will be determined by Gymusclo Customer Support after review.

13. Shipping Damage, Missing Items, and Incorrect Shipments

If the product arrives with visible damage, missing items, or an incorrect shipment, please contact Customer Support within 7 days of delivery.

Please provide your order number, photos of the outer box, pallet photos, shipping label, product photos, issue video, and the corresponding part number from the instruction manual.

After confirmation, we will provide a solution based on the specific situation, which may include missing-part shipment, component replacement, partial refund, product exchange, or return and refund.

14. FAQ