Refund & Returns Policy
We want you to love your Oriana Luxe Fitness equipment. If something isn’t right, our team is here to help with a smooth, transparent return process.
1. Return Eligibility
Most new, unused gym equipment purchased directly from OrianaLuxeFitness.com can be returned within 30 days of delivery.
- Item must be in new, unused condition.
- All original packaging, manuals, parts, tools and accessories must be included.
- The product must be free from wear, damage, sweat, odors or signs of installation.
- A valid proof of purchase from Oriana Luxe Fitness is required.
We reserve the right to refuse or partially refund items that arrive damaged, missing parts or show signs of heavy use.
2. Non-Returnable & Special Items
For safety, hygiene and supplier restrictions, the following items are final sale and cannot usually be returned:
- Assembled or installed commercial gym systems that have been bolted to the floor or wall
- Custom-ordered or special-configuration equipment built to your specifications
- Clearance, “final sale” or open-box items clearly marked as non-returnable at checkout
- Accessories that have been used in direct contact with skin (mats, straps, etc.) unless unopened
- Digital products, downloadable content or services
If you are unsure whether your item is eligible, please contact our support team before placing an order or requesting a return.
3. Damaged, Defective or Wrong Item
We stand behind every product we ship. If your item arrives damaged, defective, or you receive the wrong product:
- Notify us within 5 business days of delivery.
- Include your order number, photos of the product and packaging, and a brief description.
- Our team will arrange repair, replacement or a prepaid return label as quickly as possible.
Visible freight damage should be noted with the carrier at delivery whenever possible (e.g., damaged pallet, torn box, punctures).
4. How to Start a Return
Starting a return is simple. Please follow these steps so we can process your request quickly and accurately:
- Gather your details – Have your order number, item name, and photos of the product and packaging (if opened) ready.
- Contact our support team – Email us at info@orianaluxefitness.com or submit a request via our contact form.
- Receive your return authorization – We’ll confirm eligibility and send you a prepaid return shipping label along with packing instructions.
- Package the item securely – Use the original packaging whenever possible. Remove all personal items before sealing the box.
- Ship the item back – Drop off the package with the carrier indicated on your label. Keep the tracking number for your records.
5. Refunds & Processing Time
Once your return is received, our warehouse team will inspect the item to confirm its condition and eligibility.
- Inspections are typically completed within 3–5 business days of delivery to our facility.
- Approved refunds are issued to your original payment method within 5–10 business days after inspection.
- You will receive an email confirmation as soon as your refund has been processed.
Please note that your bank or card issuer may take additional time to post the credit to your account.
6. Return Shipping & Fees
We do not charge any restocking fees on eligible returns.
- For most standard items, return shipping is free when you use the prepaid label provided by Oriana Luxe Fitness.
- For oversized commercial equipment or deliveries requiring special removal, additional freight fees may apply. These will be clearly communicated and approved with you before scheduling pickup.
- Returns shipped without using our authorized label are the customer’s responsibility and may not be reimbursed.
Any original expedited shipping charges (if selected at checkout) are non-refundable unless the return is due to our error or a defective product.
7. Exchanges
Want to swap for a different model or brand? We can help with that.
- Contact us with your order number and the item you’d like instead.
- We’ll confirm availability and price differences (if any) before creating a new order.
- In many cases we can coordinate a return and replacement shipment so your downtime is minimized.
8. Warranty Support
Many products we sell include a manufacturer’s warranty for frames, parts and labor. Warranty coverage is separate from this return policy.
If your equipment develops an issue after the 30-day return window, please refer to our Warranty Policy or contact us at info@orianaluxefitness.com. We’ll help you coordinate service with the manufacturer or an authorized service partner.
9. Need Help?
Unsure whether your order qualifies for a return, exchange or warranty claim? Our team is here to help.
📧 info@orianaluxefitness.com
📞 +1 (908) 395-0621
📍 1900 Preston Rd, Plano, TX 75093, United States
Returns & Refunds – Quick FAQ
How long do I have to return my order?
Most items can be returned within 30 days of the delivery date. Please start your return as soon as possible so we can help you on time.
Do you charge a restocking fee?
No. We do not charge restocking fees on eligible returns. Items must be in new, resaleable condition with all original packaging.
Are returns free?
For most standard items, yes – we provide a prepaid return label. Large commercial pieces or special freight pickups may include additional fees, which we’ll always review with you in advance.
How long does it take to receive my refund?
After your return arrives at our facility, please allow 3–5 business days for inspection and 5–10 business days for your bank or card issuer to post the refund.