Inspect your FitSmart delivery when the boxes reach your door
Please inspect every parcel when it is delivered, especially if the outer box shows dents, tears or wet marks from rain and coastal humidity. If something looks wrong, keep the packaging, take clear photos and contact us right away with your order number. The faster we hear from you, the easier it is to confirm what happened and arrange the next step.
For fitness trackers, make sure the box seal is intact and that all accessories are included. For gym equipment, check the parts against the packing slip before you start assembling anything, as assembly can make a return more complicated.
How to report a damaged or missing item
Delivery issues must be reported as soon as possible, preferably on the day of delivery or within 48 hours. This helps us log the problem while the carrier still has the shipment details on hand. If a parcel was left with a neighbour, security office or reception area in Fourways, Sandton or elsewhere, please mention that too.
- Your order number and full name
- Photos of the outer packaging and the affected item
- A brief note explaining what is damaged, missing or incorrect
- The date and time the parcel was signed for
Once we have the details, we will advise whether the item must be collected, exchanged or replaced. In some cases we may ask for a short video, especially where the damage is not obvious in still photos.
Return windows for unopened items
Unopened items may qualify for return within 7 days of delivery, provided they are in original condition with all packaging, manuals, cables and accessories included. This applies to equipment that has not been used, assembled or modified. If the carton has been opened only to inspect the contents, tell us first before sending anything back.
Items that have been used for training, mounted, programmed or altered usually cannot be returned unless there is a confirmed fault. Fitness trackers that have been paired, synced or personalised may also be limited once setup has been completed. We do try to be fair, but the condition of the item matters a lot.
Exchanges for the wrong size, model or fit
If you ordered the wrong item, contact us before arranging a return. We will check stock and confirm whether an exchange is possible. If the correct item is available, we can guide you on the return process and any balance that may apply.
- Wrong size resistance item or accessory
- Tracker model not suited to your phone or training needs
- Equipment that does not fit the space measured for your home gym
- Colour, style or configuration that differs from what you expected
When exchanging, items must still be in resaleable condition. If there is visible wear, missing parts or signs of assembly, the exchange may be declined. It sounds strict, but it keeps the process fair for everyone.
How refunds are handled
Approved refunds are processed after the returned item has been inspected and accepted. Refund timing depends on the payment method and your bank, so allow a few working days for the funds to reflect. If you paid by card, the reversal may take longer than expected over weekends or public holidays.
Delivery fees are normally not refunded unless the return is due to our error or a faulty item was supplied. If a collection is required from Pretoria East, Midrand, Randburg or Roodepoort, we will tell you whether any cost applies before the item is collected.
Items that cannot be returned
Some products and situations are not suitable for return. This includes items that have been used, installed, damaged after delivery, or returned without original packaging and accessories. We also cannot accept returns if the issue came from incorrect assembly, neglect, or use outside the product instructions.
- Used or visibly worn equipment
- Opened consumable items or hygiene-related products
- Items missing parts, chargers, straps or manuals
- Products returned after the approved time period
- Items damaged by water, misuse or power surges from load-shedding related events
If you are unsure, just send a photo and we will tell you where you stand before you send anything back.
Where to send your return request
All return requests should be sent through our support team so we can track the case properly. Include your name, order number, delivery address and a short description of the problem. If you need help in setting up a tracker, planning a home gym or checking whether an item is still within the return window, our team can guide you through it.
Contact: our contact form
Base: Fourways, Johannesburg
Delivery cover: nationwide, including Gauteng and major centres
We handle returns with a practical process. If the order was for a family fitness plan, a starter programme or a single item for home training, the same return steps apply.
