Refund policy

ARX Fit, Inc. — Return & Refund Policy (Parts, Accessories & Upgrades)

This policy applies only to parts, accessories, and upgrades purchased through store.arxfit.com. It does not apply to ARX machines, software, or to parts supplied or invoiced as part of a warranty claim (see "Warranty claims" below).

Eligibility. We accept returns of eligible items within 30 days of the delivery date, provided the item is:

- Unopened and in its original, sealed manufacturer packaging, and
- Unused, undamaged, and in resalable condition, with all included components, accessories, and documentation.

We are unable to accept returns of items whose packaging has been opened, items that have been used or installed, or items returned after the 30-day window.

Non-returnable items. The following are final sale and cannot be returned or refunded:

- Any item where the box or sealed packaging has been opened.
- Custom, made-to-order, or special-order parts.
- Preloaded-software control computers (e.g., the ThinkCentre computer) once the box has been opened.
- Parts provided under a warranty claim (handled separately — see "Warranty claims" below; you pay only for shipping, not the part).
- Software, licenses, and digital items.

Order changes and cancellations. You can cancel your order yourself from your account at store.arxfit.com/account any time before it has been fulfilled (shipped). Once an order has shipped, it falls under the return process below. To change an order before it ships, cancel it and place a new one.

No exchanges. We do not offer direct exchanges. If you need a different part, simply return the eligible item for a refund and place a new order.

How to start a return. Every return has to be started with us first, one of three ways:

- From your account at store.arxfit.com/account — open your order and select Request a return within 30 days of delivery. This is the fastest route and needs no contact with us.
- Reply on your open support ticket, if you already have one with us.
- Submit a new ticket at arxfit.com/support if you don't, and we'll start the return for you.

However you start it, we review the request and email you a return shipping label. Please make sure your item meets the eligibility conditions above before you send it back; only eligible items (unopened, in original sealed packaging, unused, and resalable) are refunded, and we confirm the item's condition when it arrives.

Return shipping. Return shipping is the customer's responsibility and is non-refundable. We create the label for you so the return is tracked against your order from the moment it ships, but the cost of that label is yours, not ours. We are not responsible for items lost or damaged in return transit. Original shipping charges paid at checkout are non-refundable.

Items sent back without starting a return. Please don't ship an item back on your own. A package sent outside the process above arrives with nothing tying it to your order, so there is no return for us to inspect it against and no refund we can attach it to. We may hold it, refuse it, or send it back at your cost. Starting the return takes a minute and the label comes to you by email.

Restocking fee. Approved returns of standard store orders are subject to a restocking fee of 5% of the item price (domestic and international). This restocking fee applies only to regular orders a customer places on their own; it does not apply to warranty claims, and it does not apply when the return is due to our error (see "Damaged, defective, or incorrect items" below).

Refunds. Once we receive and inspect your return and confirm it meets the conditions above, we will issue a refund — to your original payment method or as store credit — less any applicable restocking fee and the original shipping charge. Please allow up to 10 business days after we receive the item for the refund to be processed; your bank or card issuer may take additional time to post it.

Items that do not meet the return conditions. If a returned item arrives opened, used, damaged or incomplete, it does not qualify for a refund. We photograph it when it arrives and email you those photos, with the reason, within 2 business days. You then have 14 days to tell us whether you want it sent back; return shipping is at your cost and we will send you the amount before we ship. If we do not hear from you within 30 days of our email, we recycle or dispose of the item.

Damaged, defective, or incorrect items. If an item arrives damaged or defective, or you received the wrong item, submit a support ticket at arxfit.com/support within 7 days of delivery (or reply on your existing open ticket) with your order number and photos. When the issue is our error, we cover everything — we'll send a replacement and a prepaid return shipping label, with no restocking fee.

Warranty claims (separate process). Parts and service provided under an ARX warranty are handled through your Warranty and Service Agreement (Exhibit A to the Master Sales Agreement), not through this store's standard return process. For a warranty claim, ARX sends you an invoice listing the parts and shipping; you review and approve the full invoice and pay the shipping before the parts ship. Under your agreement, the cost of shipping a replacement part to you is not covered by the warranty and is the customer's responsibility even when the part itself is covered.

Because warranty parts are provided under warranty — you pay only for shipping, not for the part — no purchase refund or return applies, and shipping charges you've already paid are not refundable. If a part is not used, ARX may require it to be returned; in that case you must return the part, and ARX will provide a prepaid shipping label and cover the return shipping. Please coordinate any return by submitting a support ticket at arxfit.com/support (or reply on your existing ticket).