Unlock Your Full Potential with Pro-Grade Fitness Gear.

Return & Refund Policy

1. Business Information

TRAINTORQUIX is a trading brand of ZAID & IBRAHIM LIMITED. For return, refund and exchange enquiries, contact us at info@traintorquix.com. Please include your order number, full name, delivery address and a short explanation of the issue.

2. Return Window

Most eligible products may be returned within 30 days from the date of delivery. To qualify, the item must be unused, clean, complete, in its original packaging where possible, and in a resalable condition unless the item is faulty, damaged or incorrect.
Returns requested after 30 days may be refused unless required by applicable consumer protection law or covered by a stated product warranty.

3. Quick Summary

Topic	Policy Summary
Return period	30 days from delivery for most eligible products.
Refund timing	Usually 5-10 business days after return inspection and approval.
Return shipping	Customer pays unless the item is defective, damaged or incorrect.
International orders	Customs duties, taxes and brokerage fees are normally customer responsibility.
RA number	Returns must be approved and include a Return Authorization number.
Condition	Unused, clean, complete and resalable unless faulty or incorrectly supplied.

4. Eligible Return Items

· Unopened and unused fitness accessories.
· Unused resistance bands, grip trainers, agility accessories and similar equipment where the packaging is intact.
· Products returned with all parts, manuals, tags, accessories and packaging.
· Items that are faulty, damaged in transit or incorrectly supplied by us.

5. Non-Returnable Items

For hygiene, safety and commercial reasons, the following items may not be returnable unless faulty, damaged or incorrectly supplied:
· Opened hygiene-sensitive products that come into direct contact with skin, sweat or body surfaces, including resistance bands, yoga mats, gloves, grips, sleeves and similar items.
· Customized, personalized or made-to-order products.
· Gift cards, digital products or downloadable items.
· Clearance, closeout or final-sale products where clearly marked at the time of purchase.
· Items damaged through misuse, improper installation, accidental damage, normal wear and tear or failure to follow product instructions.

6. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery. Include your order number, photographs of the product, photographs of the packaging and a short description of the issue.
If the issue is verified, we may offer a replacement, repair, refund, store credit or another reasonable solution. Where the problem is caused by our error or carrier damage, we will normally cover reasonable return shipping costs or provide a prepaid return label where available.

7. How to Start a Return

1. Email info@traintorquix.com with your order number and reason for return.
2. Wait for return approval and a Return Authorization (RA) number.
3. Pack the product securely and include the RA number inside the parcel.
4. Use the return instructions provided by our customer service team.
5. Keep proof of postage and tracking until your refund or exchange is completed.
Returns sent without approval or without an RA number may be delayed, refused or returned to the sender.

8. Return Shipping Costs

Unless the item is defective, damaged or incorrect, customers are responsible for return shipping costs. Original shipping charges are not refundable unless the return is caused by our error or required by applicable law.
For oversized, heavy or bulk products, return shipping may be more expensive. Where possible, we may help arrange courier pickup, but the cost may be deducted from the refund unless the item is faulty, damaged or incorrectly supplied.

9. Refunds

Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method where possible. Refund processing usually takes 5-10 business days after approval, but your bank or payment provider may take additional time to post the funds.
We may deduct amounts for missing parts, damaged packaging, excessive handling, used condition or return shipping where permitted by law. If a returned item does not meet our policy conditions, we may reject the refund and return the item to you at your cost.

10. Partial Refunds

Partial refunds may apply where an item is returned incomplete, used, damaged, missing accessories, missing packaging, or showing signs of handling beyond what is reasonably necessary to inspect the product. We will explain any deduction by email.

11. Exchanges

Exchanges may be available for product variation, color, size, resistance level or similar replacement where stock is available. If the requested exchange product is unavailable, we may offer a refund or store credit instead.

12. Order Cancellations

Orders may be cancelled before dispatch by contacting us as soon as possible. Once an order has been processed, packed or shipped, cancellation may not be possible and the order must follow the standard return process after delivery.

13. Refused, Undeliverable or Unclaimed Orders

If an order is refused, returned to sender, undeliverable, unclaimed or returned because of an incorrect address provided by the customer, we may deduct original shipping costs, return shipping costs, courier charges, customs costs and handling fees from any refund where permitted by law.

14. Lost Parcels

If tracking shows that a parcel has not been delivered within the expected timeframe, contact us. We will work with the carrier to investigate. A replacement or refund may be issued after the carrier investigation confirms the parcel is lost. If tracking confirms delivery to the address provided, we may require further investigation before issuing a refund or replacement.

15. International Orders and Customs

For customers outside the United States, import duties, customs charges, brokerage fees, local taxes and similar charges may apply. These charges are usually the customer’s responsibility unless expressly stated otherwise at checkout.
Customs delays are outside our control and do not automatically qualify an order for refund. If a package is returned because duties, taxes or customs charges were not paid, we may deduct shipping, return shipping and related carrier charges from any refund where permitted by law.

16. Warranty Claims

Some products may include a manufacturer warranty or TRAINTORQUIX warranty where stated on the product page or packaging. Warranty coverage does not normally apply to normal wear and tear, misuse, accidental damage, improper storage, unauthorized modification or use contrary to instructions.
Warranty remedies may include repair, replacement, store credit or refund depending on the product, fault and applicable law.

17. Gift Returns

If you received an item as a gift, we may offer store credit or an exchange where the item is eligible and proof of purchase can be verified. Refunds are normally issued to the original payment method used by the purchaser.

18. Bulk, Wholesale and Business Orders

Bulk, wholesale, business-to-business and special-order purchases may be subject to separate return terms agreed at the time of sale. Unless agreed otherwise in writing, such orders may not be eligible for standard consumer change-of-mind returns.

19. Promotions, Bundles and Free Gifts

If a returned order included a discount, promotional bundle or free gift, the refund may be adjusted to reflect the promotion. Free gifts must be returned unused and complete where the main qualifying item is returned, unless otherwise agreed.

20. Chargebacks and Payment Disputes

If you have a problem with your order, contact us first so we can try to resolve it. Opening a chargeback or payment dispute before contacting us may delay resolution. We reserve the right to provide order, delivery and communication evidence to payment providers when responding to disputes.

21. Fraud Prevention and Abuse

We may refuse returns, refunds or exchanges where we reasonably suspect fraud, abuse, repeated misuse of the returns process, false claims, altered evidence or returned items that differ from those originally supplied.

22. USA Customers

For customers in the United States, this policy is intended to provide a clear return and refund process. Nothing in this policy limits any non-waivable rights available under applicable federal or state consumer protection laws.

23. UK, EU and International Consumer Rights

Where mandatory consumer protection laws apply in your country or region, those rights are not affected by this policy. UK and EU consumers may have statutory rights relating to faulty, misdescribed or non-conforming goods. International customers may also have local rights that cannot be excluded by this policy.

24. Important Conditions

· Returned products should be packed securely to avoid damage in transit.
· Customers are responsible for return packages until they are received by us or our return partner.
· We recommend using a tracked and insured service for returns.
· We may request photographs, serial numbers, packaging details or other evidence before approving certain returns.
· This policy may be updated from time to time. The version published on our website at the time of purchase will generally apply to that purchase.