Horizon Return Policy

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Horizon Fitness
  • Updated

ALL RETURN REQUESTS MUST BE REVIEWED BY HORIZON FITNESS 

You must call 1.888.878.9011 and speak to a return specialist for authorization or fill out the product return form. Horizon Fitness will authorize returns under the following conditions: 

  • You must contact Horizon 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 unless authorized by a Horizon Fitness Customer Experience agent. 
  • Parts are returned in the original shipping package with original packing materials. The packing slip and unused parts credit form must be included in the box. The customer is responsible for all return shipping costs. 

Items may be subject to a restocking fee. Items must be returned in like-new condition with all original packaging to avoid a restocking fee. (Restocking fee may cost up to 20% of item’s cost.) 

 

TREADMILLS, ELLIPTICALS, BIKES, AND ROWERS 

ALL RETURN REQUESTS MUST BE REVIEWED BY HORIZON FITNESS

You must submit a request using the product return form and a customer service agent will process your request. Please call 1.888.878.9011 and speak to a return specialist with any questions. Horizon Fitness will authorize returns under the following conditions:  

Customer Responsibility - Customer responsible for all return freight and possible repackaging costs, if: 

  • Customer cancels the order after the unit has shipped from Horizon Fitness. 
  • Customer refuses unit at the time of delivery for any reason other than damaged shipment. 
  • If customer cannot be reached or does not contact the shipping company back within 3 attempts of initial contact.  
  • Repairable or cosmetic damage is noted, but customer refuses to work with Horizon Tech Support to repair free of charge. 
  • Buyer’s Remorse - Authorization to return the unit must be requested within 30 days of product receipt. 

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

Item may be subject to a re-packaging fee. All original packaging must accompany the returned product. If you return an item due to size limitations, you are still responsible for freight costs and a restocking fee may apply. The customer will be responsible for getting product beyond the threshold/door unless enhanced delivery options were selected at the time of order. 

Horizon Fitness Responsibility - Horizon Fitness will assume all return charges, if: 

  • Delivery was refused due to visible packaging damage that was noted on the delivery receipt. The customer should contact Horizon 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 Horizon Fitness Technical Support Department. 
  • Customer received unit other than what they ordered. 
  • Customer selected one of the following shipping options: Enhanced Delivery, In-Room Delivery, or In-Room Delivery & Assembly. 

ADDITIONAL RETURN INFORMATION 

  • Horizon Fitness only works with preferred partners. Under no circumstances can we accept returns from delivery companies not scheduled and approved by Horizon Fitness. 
  • The customer will be responsible for getting product beyond the threshold/door unless enhanced delivery options were selected at the time of order. 
  • Horizon Fitness will contact the freight carrier to pick up packaged product at customer's location. 
  • Once unit is rerouted to Horizon Fitness, Horizon Fitness will refund the original order total minus return shipping charges if applicable. 
  • It is 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 a.m. to 5 p.m. 

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