Returns & Refund Policy
Cancel free before freight is scheduled. Return undamaged equipment within 30 days of delivery. Here's exactly how cancellations, returns and refunds work.
At a glance
| What | When / how much |
|---|---|
| Cancellation before freight is scheduled | Full refund |
| Cancellation after freight is scheduled | Deposit & freight costs may apply |
| Return window (delivered, undamaged equipment) | 30 days from delivery |
| Restocking fee (delivered, undamaged returns) | up to 25% |
| Delivery inspection / damage claim | At delivery — note on receipt, email within 24 hours |
| Refund processing (USD) | Up to 14 business days after inspection |
| Service fee for ignoring freight / site-access terms | 10% |
Cancellations
Larger orders may require a deposit to reserve equipment and schedule freight. You may cancel for a full refund, including any deposit, as long as we have not yet dispatched your order or scheduled freight. Until then, your payment is treated as a refundable deposit.
Once freight has been scheduled or the equipment has left our warehouse, cancellation may forfeit the deposit and any non-recoverable freight costs already incurred. If a truck is dispatched and turned away because of site conditions on your end, that freight cost is non-refundable and redelivery may be charged.
To cancel, call +1 (786) 548-6624 or emailsales@twistergymbus.com with your order number.
30-day returns
Commercial gym equipment is heavy freight, so returns are handled case by case. Delivered equipment in the same condition in which it was supplied may be returned within30 days of delivery, subject to a restocking fee ofup to 25% and return freight at your expense.
Contact us before arranging any return so we can issue a Return Authorization (RA). Your RA request must reach us within the 30-day window, and the equipment must be crated and ready for collection within 14 days of the RA being issued.
Return freight must be handled by a carrier equipped for heavy freight. We're happy to book it at our commercial rates. Twister Gym Bus is not liable for damage that occurs during a customer-arranged return.
Not eligible for return
- Equipment finished in a custom powder-coat color or custom upholstery
- Special-order and factory-direct items not stocked in our warehouse
- Equipment modified after delivery or at your request (voltage conversions, custom consoles)
- Equipment installed and placed into service, or relocated from the delivery address
- Opened hygiene-sensitive accessories (grips, mats, recovery wearables)
Refunds
Approved refunds are processed within 14 business days of the returned equipment being received and inspected, or of an approved cancellation. Refunds are issued in US dollars to the original payment method. Depending on your bank or card issuer, it may take a further 3–5 business days for the credit to appear. Financed purchases are refunded through the lender under its terms.
A 10% service fee may apply if you request a refund after ignoring the freight or site-access terms shown on the product page, the Shipping Policy and at checkout.
Delivery damage
Inspect your equipment carefully before signing the delivery receipt. If you see damage, note it clearly on the driver's receipt before signing and take photos, then email the details tosales@twistergymbus.com within 24 hours. We'll open a claim with the carrier and arrange repair, replacement parts, a replacement unit or a refund as appropriate — at no cost to you. Signing a clean receipt confirms the shipment arrived in acceptable condition.
Warranty concerns
New equipment carries the full manufacturer warranty, and every remanufactured machine is backed by our own warranty — see the Warranty page for coverage. If a machine develops a fault, email sales@twistergymbus.com with your order number, photos or video, and a short description, and we'll make it right with a repair, replacement or refund.
How to start a return
- Email us
Write to sales@twistergymbus.com within 30 days of delivery with your order number, the reason and photos where relevant.
- Get your RA
We reply within one business day with a Return Authorization (RA) number and next steps.
- Arrange freight
Crate the equipment and coordinate collection with us or an insured freight carrier within 14 days, quoting the RA number.
- Inspection & refund
Once received and inspected, we issue the refund or replacement within the windows above.
Questions? Call +1 (786) 548-6624 (Mon–Fri 7:00am – 5:00pm ET) or emailsales@twistergymbus.com.
Talk to an equipment specialist
Real people who know the machines. Questions on fit, freight, financing or warranty — call, email or send us a note and we will get back to you within one business day.