Returns & Refunds Policy
At Big Ele Fitness, we stand behind the quality of our equipment. We want to ensure you are completely satisfied with your purchase. If you need to return an item, our policy provides a clear process for returns, exchanges, and refunds across Thailand.
Returns Eligibility
Our return policy lasts 30 days from the date of delivery. To be eligible for a return, your equipment must be unused, in the same condition that you received it, and in its original packaging. For large machines, the original crate or protective wrapping is required for safe transport.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons, including fitness apparel that has been worn, custom-built racks or equipment, and items marked as ‘Final Sale’. Gift cards are also non-returnable.
The Refund Process
Once your return is received and inspected by our technicians, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 7-10 business days. Please note that original shipping and installation fees are non-refundable.
Exchanges for Damaged Goods
We only replace items if they are defective or damaged during transit. If you receive a damaged machine, please document the damage with photos immediately and contact us via LINE or Email within 48 hours of delivery to arrange a free replacement.
Return Shipping & Logistics
For ‘change of mind’ returns, the customer is responsible for return shipping costs. Due to the weight of gym equipment, we recommend using a trackable freight service. A 15% restocking fee may apply to large commercial machines that require disassembly.
Need Help with a Return?
Our team is here to help you resolve any issues with your order quickly. Contact us via LINE for the fastest support regarding your return or refund request.