Refund policy

Build A Gym Return, Exchange & Refund Policy

At Build A Gym, we stand behind the quality of our equipment and aim to be fair and transparent with our customers. Eligible purchases have a 30-day window from delivery to request a return or exchange. This is not a trial period, and exclusions below apply. Please review the following order cancellation, return, exchange, and refund terms carefully before purchasing.

1. Order Cancellations

How to Cancel

To cancel an order, email cancellations@buildagym.com and include a copy of your receipt or invoice and your reason for cancelling. The time we receive your email decides which terms below apply. All times are Central Time (CT).

Within 24 Hours of Purchase

Orders cancelled within 24 hours of the time of purchase (Central Time), provided the order has not shipped, carry no cancellation fee, with one exception: orders paid by credit card carry a 3% cancellation fee. This covers the credit card processing fee, which is not reimbursed to us. The 3% fee applies to every order paid by credit card, with no exceptions, and it is not waived by store credit.

After 24 Hours (Pre-Shipment)

Orders cancelled more than 24 hours after purchase, but before they ship, are subject to a 20% cancellation fee. This is the total fee; the 3% card processing fee is included in it, not added on top. Orders cancelled more than 30 days after purchase while the goods are still in our possession are forfeited and not refunded; see "If We Can't Reach You After Your Order Is Ready" below.

After Shipment

Once an order has shipped, it is no longer eligible for cancellation and must follow the Return or Exchange process outlined below.

Orders Placed With a Deposit

Orders placed on payment terms with a deposit (see Payment Terms in our Terms of Service) follow the same cancellation terms: within 24 hours of purchase, no cancellation fee except the 3% card processing fee on amounts paid by credit card; after 24 hours, a 20% cancellation fee.

Store Credit Instead of a Fee

If you cancel more than 24 hours after purchase, you may choose to receive the full amount paid as Build A Gym store credit instead of paying the 20% cancellation fee. The 3% card processing fee is still deducted from orders paid by credit card. Store credit does not expire. This option does not apply to custom items, described below, or to forfeited orders.

Orders Containing Custom Items

Orders that include custom items, such as custom colors, upholstery, logos, or other made-to-order equipment, are non-refundable. If an order containing custom items is canceled before it ships, the custom goods are surrendered to Build A Gym and no refund is issued.

Shipping Delays

Estimated ship dates, due dates, and receive-by dates are not guaranteed and are subject to change (see our Shipping Policy). A delay does not change these cancellation terms: if you choose to cancel a delayed order, the standard cancellation terms above apply.

If We Can't Reach You After Your Order Is Ready

When your order is palletized and ready, we contact you to confirm a delivery date. We make three attempts by phone, email and text over 7 business days. If we do not hear back, we ship your order to the shipping address on file by curbside (driveway) delivery. We do not hold orders in storage. This applies to all freight and local delivery orders, with or without installation.

  • Orders with Inside Delivery & Assembly: if we deliver without being able to reach you, installation is not performed. We refund the installation portion of your delivery charge (the difference between Inside Delivery & Assembly and Driveway Freight Delivery for your order), minus a 20% cancellation fee on that amount. The freight portion is not refunded.
  • Refused, undeliverable or returned shipments: if an order shipped under this process is refused, cannot be delivered, or is returned to us for any reason, the entire order is cancelled and is not refunded. You are responsible for all outbound, return and re-delivery freight charges.
  • Cancelling more than 30 days after purchase: if you cancel more than 30 days after your purchase date while the goods are still in our possession, the order is forfeited. Ownership of the goods passes to Build A Gym and no refund is issued.
  • Pickup orders: orders not collected within 30 days of the purchase date are forfeited on the same terms.
  • Store credit: the store-credit option does not apply to forfeited orders or to the installation cancellation fee.

2. Returns

Return Eligibility Window

Returns must be submitted within 30 days of receiving your shipment. Returns submitted outside this window will not be accepted.

Return Authorization Required

  • All returns require a Return Authorization (RA) from Build A Gym prior to shipment. To request an RA, email returns@buildagym.com with your order number.
  • Unauthorized returns may be refused upon delivery.
  • An approved RA is valid for 14 days from the date of issue. If the item has not shipped back to Build A Gym within that window, the RA expires and a new request must be submitted.

Condition Requirements

Returned items must arrive in the same condition as originally received, as determined by Build A Gym upon inspection.

New-in-Box Items

  • Must show no signs of use, wear, installation, or damage.
  • Must include all original components, hardware, manuals, and packaging.

Remanufactured Items

  • Must be returned in the same condition as shown in the post-production photos provided at the time of sale (sent automatically via email).
  • Any additional cosmetic or functional damage may result in a partial or denied refund.

Freight (LTL) Items

  • Use the original pallet and packaging where available. If they are unavailable, obtain written approval from Build A Gym for an equivalent pallet and protective packaging before packing or booking freight. Secure the item to the approved pallet and submit packing photos for approval before collection.

Full packaging and palletizing requirements are posted at buildagym.com/returnshipping and must be followed exactly.

  • Packaging must be photographed and approved by Build A Gym before a return shipping label or carrier pickup is scheduled.
  • The Return Authorization number and original order number must be clearly marked on the pallet.
  • Inadequate packaging that results in transit damage may void the return, reduce the refund, or result in the customer being billed for damage as described in Section 5, Freight Damage on Return Shipments.

Non-Returnable Items

  • Custom color equipment
  • Custom or made-to-order products
  • Clearance or “used / as-is” items (if designated at purchase)
  • Equipment that has been installed, assembled, or used, including installation or assembly performed by Build A Gym

3. Exchanges

Exchanges (this section) cover preference changes only, where the equipment is not defective and the customer wants a different size, color, model, or configuration. Warranty issues, including dead-on-arrival (DOA) equipment, are not handled as an exchange — see Section 8, Damaged or Defective Items, for that process.

Exchange Eligibility Window

Exchange requests must be submitted within 30 days of receiving your shipment. Requests submitted outside this window will not be accepted.

Condition Requirements

The same condition standards described in Section 2 (New-in-Box and Remanufactured) apply to items being exchanged.

Return Shipping for Exchanges

  • The customer is responsible for return shipping costs on all exchanges.
  • Freight (LTL) items being exchanged must be palletized to the same standard required for returns (see Section 2, Freight (LTL) Items).

Restocking Fee on Exchanges

A 15% restocking fee applies to eligible, approved customer-elected exchanges, calculated on the price of the item being exchanged, once it is received and inspected in its original condition.

Price Differences

  • If the replacement item costs more than the original, the customer pays the difference before the replacement ships.
  • If the replacement item costs less, the difference (less the 15% restocking fee on the original item) is refunded to the original payment method.

4. Return Freight Booking (Returns and Exchanges)

Freight (LTL) customers have two options for returning the original equipment:

  • Book the return freight yourself with a carrier of your choosing, or
  • Have Build A Gym book the return freight on your behalf.

If Build A Gym books the return freight, the shipping cost will be deducted from the refund issued to the original payment method (returns), or invoiced separately prior to shipment of the replacement item (exchanges). Actual return freight cost may be higher or lower than the shipping amount originally charged on the order. A copy of the bill of lading and the freight invoice will be provided to the customer in either case, for full transparency on how the refund or invoice amount was calculated.

5. Freight Damage on Return Shipments

The customer is responsible for properly packaging and palletizing any item being returned or exchanged, per Section 2, Freight (LTL) Items. If the item sustains damage in transit back to Build A Gym due to inadequate, incomplete, or poor-quality packaging:

  • The customer is liable for the cost to repair or restore the equipment to its original, sellable condition.
  • Restoration costs will be deducted from any refund owed, or invoiced directly to the customer if the refund amount is insufficient to cover them.
  • Build A Gym reserves the right to deny the return or exchange outright if the item cannot be restored to sellable condition.

If the item was packaged and palletized to the required standard and is damaged in transit by the carrier, that damage is not the customer's responsibility and will be handled through Build A Gym's freight claim process against the carrier instead.

6. Fees & Shipping Summary

  • A 15% restocking fee applies to eligible, approved customer-elected returns and exchanges once the item is received and inspected in its original condition.
  • Outbound (original) shipping costs are non-refundable and are not credited toward an exchange.
  • Return shipping is the customer's responsibility for both returns and exchanges, subject to the booking options in Section 4.
  • On orders with multiple items, the restocking fee and return shipping responsibility apply on a per-item basis.

7. Inspection & Refunds

  • All returned and exchanged items are inspected upon arrival.
  • If damage, missing parts, or excessive wear is identified beyond what is addressed in Section 5, refunds may be further reduced or denied.
  • Approved refunds are issued to the original payment method.
  • Please allow 7 to 10 business days after inspection is complete for refunds to be processed. Business days are Monday through Friday, excluding federal holidays.

8. Damaged or Defective Items

For a defect or dead-on-arrival (DOA) equipment, submit a warranty claim immediately at buildagym.com/warranty. Please include your order number and clear supporting photos.

Warranty issues, including DOA equipment, are resolved by dispatching replacement parts and, when needed, a technician to repair the equipment on site. This is the standard resolution path for a warranty claim and does not involve returning the equipment.

Warranty repair itself carries no restocking fee. A customer-elected return instead of repair is available only if the item independently meets Section 2 eligibility, including the installed, assembled, and used exclusions. An eligible, approved return follows the standard return process, including approved packaging, customer-paid return shipping, a 15% restocking fee, and non-refundable original outbound shipping.

Items damaged during the original outbound shipment (freight transit damage, as opposed to a manufacturing defect) are covered under Build A Gym's freight claim process instead. Report concealed freight damage within 48 hours of delivery at buildagym.com/freightclaim; contact us immediately for manual review if that window has passed. The claim itself carries no restocking fee. A customer-elected return instead of claim resolution must independently meet Section 2 eligibility and, if approved, is subject to the standard return fees. If a delivery arrives damaged, document the damage and contact us at (512) 591-8553 while the driver is present when possible. If Build A Gym authorizes refusal because of freight damage, we will not apply a 15% restocking fee to that refusal; the claim team will confirm the remedy. Other refusals may be treated as returns with applicable return freight and restocking charges. Do not attempt unsafe unloading.

9. Policy Acknowledgment

By completing a purchase with Build A Gym, you acknowledge and agree to this Return, Exchange & Refund Policy in full.