Refund policy

Return and Refund Policy

Last Updated: July 29, 2026

We want you to feel confident when ordering from TKW Fitness. Eligible products may be returned within 30 days of delivery, and we do not charge a restocking fee.

Please read the policy below before starting a return.

Returns at a Glance

30-day return period
No restocking fee
Support for damaged, defective, incorrect, or incomplete orders
Approved refunds returned to the original payment method
U.S.-based return location
Return authorization required before shipping
Customer support at support@tkwfitness.com

1. 30-Day Return Period

You may request a return within 30 calendar days from the date your order is delivered.

To begin a return, contact us at support@tkwfitness.com before the 30-day return period expires.

A return request does not automatically guarantee approval. The product must meet the eligibility requirements described below.

2. Return Eligibility

To qualify for a return, the product must:

Be returned within 30 days of delivery
Be in the same condition in which it was received
Be clean and free from excessive wear, damage, odors, stains, or misuse
Include the original packaging whenever reasonably possible
Include all accessories, components, manuals, tools, cables, remotes, and promotional items originally supplied
Include proof of purchase or a valid TKW Fitness order number
Receive return authorization before being shipped

Products that have been assembled, opened, or reasonably inspected may still be reviewed for return eligibility, provided they remain complete, clean, undamaged, and in suitable return condition.

TKW Fitness reserves the right to decline a return or reduce the refund when a product is returned damaged, incomplete, excessively used, improperly packaged, or in a condition caused by misuse or neglect.

3. No Restocking Fee

TKW Fitness does not charge a restocking fee for approved returns.

However, return shipping charges or deductions may apply when:

The return is based on preference, size, color, model selection, or change of mind
The customer ordered the wrong product or variation
The delivery was refused without prior authorization
The address provided at checkout was incorrect or incomplete
The product is returned with missing components or customer-caused damage
The product is returned using an unauthorized shipping method

Any applicable deduction will be explained before the refund is finalized whenever reasonably possible.

4. How to Start a Return

To request a return, email support@tkwfitness.com and include:

Your full name
Your order number
The product you would like to return
The reason for the return
Photos or video showing the product’s current condition
Photos of the product packaging, when available
A description of any damage, defect, or missing component

Our support team will review the request and provide return authorization, packaging guidance, and the correct return instructions when the return is approved.

5. Return Authorization Is Required

Do not return a product without contacting us first.

Products sent without return authorization may be refused, delayed, or returned to the sender.

TKW Fitness is not responsible for products shipped to an incorrect or unauthorized address.

Do not send returns using freight collect, cash on delivery, or postage-due services.

6. Return Shipping Costs

Damaged, Defective, Incorrect, or Incomplete Orders

When we confirm that a product arrived damaged, defective, incorrect, or incomplete, TKW Fitness will provide an appropriate resolution.

Depending on the circumstances, this may include:

Troubleshooting assistance
Replacement parts
A replacement product
A prepaid return shipping label
A partial refund
A full refund

TKW Fitness will cover reasonable authorized return shipping costs when the return is caused by a confirmed product defect, shipping damage, fulfillment error, or incorrect item.

Change-of-Mind Returns

For returns based on personal preference, change of mind, accidental ordering, incorrect model selection, or another reason unrelated to product quality, the customer is responsible for return shipping costs.

Because treadmills and walking pads are large and heavy products, return shipping costs may vary based on package size, weight, location, and carrier pricing.

Original packaging should be retained during the 30-day return period because suitable packaging helps protect the product and may reduce the risk of damage during return transportation.

7. Damaged or Defective Products

Please inspect your product shortly after delivery.

If the product arrives damaged, defective, incorrect, or incomplete, contact us at support@tkwfitness.com within 48 hours of delivery whenever possible.

Include:

Your order number
Photos or video clearly showing the issue
Photos of the outer shipping box
Photos of the internal packaging
A photo of the shipping label
A description of the problem

Do not discard the original box, packaging, product, or damaged components until we confirm that the issue has been resolved.

Reporting the issue promptly allows us to review the shipment and work with the carrier or fulfillment team more effectively.

8. Return Packaging

Customers are responsible for securely packaging approved returns.

Whenever possible, use the original product box, inserts, protective materials, and accessories.

Damage caused by inadequate return packaging may affect refund eligibility. TKW Fitness is not responsible for return-transit damage caused by improper or insufficient packaging arranged by the customer.

Photographing the packaged product before handing it to the carrier is recommended.

9. Return Address

Approved returns may be directed to:

TKW Fitness Return Center
13611 Jurupa Ave
Fontana, CA 92337
United States

Do not ship a return to this address until you have received authorization and return instructions from TKW Fitness.

Depending on the product and fulfillment arrangement, we may provide a different authorized return address.

10. Return Tracking

Customers arranging their own return shipping should use a trackable and insured shipping service.

Please keep the carrier receipt and tracking number until the return and refund have been completed.

TKW Fitness cannot guarantee a refund for a customer-arranged return that is lost in transit or delivered to an unauthorized address.

11. Return Inspection

After the approved return is delivered, our team will inspect the product and verify:

Product condition
Included accessories and components
Packaging condition
Order information
The reported reason for return
Any damage, excessive use, or missing items

We will notify you by email after the review has been completed.

12. Refunds

When a return is approved after inspection, the refund will be issued to the original payment method used for the purchase.

The amount refunded may exclude:

Customer-paid return shipping
Unauthorized shipping charges
Costs caused by refused or undeliverable delivery
Missing accessories or components
Customer-caused damage
Loss in value caused by excessive use or improper handling

TKW Fitness does not charge a standard restocking fee.

After we issue the refund, your bank, card issuer, payment provider, or financing provider may require additional time to post the funds to your account. Processing times are determined by the financial institution and are outside the control of TKW Fitness.

13. Late or Missing Refunds

If you have received a refund confirmation but the funds have not appeared:

Review the original payment account.
Contact your card issuer, bank, or payment provider.
Allow for the institution’s normal processing period.
Contact us at support@tkwfitness.com if the refund still cannot be located.

Please include your order number and refund confirmation when contacting us.

14. Exchanges and Replacements

For a confirmed damaged, defective, incorrect, or incomplete product, we may provide replacement parts or a replacement product when appropriate.

For changes involving color, model, configuration, or personal preference, the usual process is to complete an approved return and place a new order for the preferred product.

Replacement availability depends on current inventory.

15. Order Cancellations

Orders may only be canceled before they have entered fulfillment or been shipped.

Once an order has been processed or transferred to the carrier, it cannot be canceled. After delivery, the order may be returned only when it meets the requirements of this policy.

16. Refused Deliveries

Please do not refuse delivery without first receiving instructions from TKW Fitness.

An unauthorized refused delivery may result in carrier return fees or other shipping charges. These costs may be deducted from the refund where permitted.

A refused package is not automatically treated as a completed return.

17. Items That Are Not Eligible for Return

Returns may be declined for:

Products returned more than 30 days after delivery
Products damaged through misuse, neglect, improper installation, unauthorized repair, or failure to follow the user manual
Products showing excessive wear or unsanitary conditions
Products missing major components or accessories
Products modified or altered after delivery
Products returned without authorization
Products shipped to an unauthorized address
Gift cards or other non-physical products
Products marked as final sale, when clearly disclosed before purchase

This section does not limit any rights that cannot legally be excluded.

18. Warranty Support After 30 Days

The 30-day return period is separate from product warranty coverage.

Eligible TKW Fitness products include a one-year limited product warranty. The TKW 100CW also includes an additional one-year limited motor warranty.

Warranty coverage applies to qualifying manufacturing or material defects and does not cover normal wear, accidental damage, misuse, neglect, unauthorized modification, improper maintenance, or failure to follow the product instructions.

If you experience a product issue after the 30-day return period, contact support@tkwfitness.com with your order number, photos or video of the issue, and a description of the problem.

Warranty claims are reviewed according to the applicable product warranty terms.