Return & Refund Policy

At TheGreatCompany, we are committed to providing quality fitness equipment and a reliable shopping experience. We understand that issues may occasionally arise, and our team is here to assist with eligible returns, replacements, and refunds.

Returns & Exchanges

If you receive an incorrect, damaged, or defective product, please contact us within 7 days of delivery so our team can review the issue and arrange an appropriate resolution.

Depending on the circumstances, we may offer a replacement, exchange, repair, or refund.

For products that arrive visibly damaged, we recommend notifying us within 24 hours of delivery and providing photographs of the affected items and packaging.

Where an incorrect or defective product has been supplied due to an error on our part, we will arrange the necessary return or replacement at no additional cost.

Return Eligibility

To qualify for a standard return, the following conditions apply:

• Products must be unused and in their original condition.
• Items must be returned with their original packaging, accessories, manuals, and accompanying components.
• Proof of purchase, such as an order confirmation or invoice, must be provided.
• Products must be securely packaged to prevent damage during return transportation.
• Returns must be reviewed and approved by our team before being sent back.

We reserve the right to decline discretionary returns that do not meet these conditions.

Non-Returnable Items

The following items are generally not eligible for returns or exchanges due to a change of mind:

• Products that have been assembled, installed, or used.
• Customised, made-to-order, or specially ordered products.
• Products damaged due to improper use, handling, or installation.
• Items with missing components, accessories, or original packaging.
• Pre-orders
• Clearance or final-sale items, where clearly indicated at the time of purchase.

This does not affect any rights or remedies available under Singapore's Consumer Protection (Fair Trading) Act or other applicable laws.

Change of Mind & Order Cancellations

Returns or cancellations due to a change of mind are subject to review and approval.

For approved cancellations or returns, any applicable delivery, collection, installation, or administrative charges will be communicated before processing.

Orders that have already been dispatched, installed, customised, or specially procured may not be eligible for cancellation or a full refund.

Refund Process

Once an eligible return has been received and inspected, our team will notify you of the outcome.

For approved refunds:

• Refunds will generally be processed through the original payment method.
• Credit and debit card refunds may take approximately 5–14 working days to reflect, depending on the payment provider and issuing bank.
• Bank transfer refunds will generally be processed within 3–5 working days after approval.
• Purchases made using promotional vouchers or store credits may be refunded through the original voucher or store credit arrangement, where applicable.

Refund processing times may vary depending on the payment provider and transaction method.

Delivery & Installation Charges

Delivery and installation services that have already been completed are generally non-refundable for change-of-mind returns.

Where a return or replacement is required due to an incorrect, damaged, or defective product supplied by us, we will review and arrange the necessary collection, delivery, or installation services at no additional cost where required under applicable law.

Warranty & Manufacturing Defects

Products covered by a manufacturer's warranty may be eligible for repair or replacement in accordance with the applicable warranty terms.

If you experience a manufacturing defect during the warranty period, please contact our team with your order details, a description of the issue, and supporting photographs or videos.

Our team will assess the issue and advise on the appropriate next steps.

How to Request a Return or Refund

To submit a return, exchange, or refund request, please contact us via email with the following information:

• Order number or proof of purchase.
• Product name and details.
• Description of the issue.
• Clear photographs or videos, where applicable.

Our team will review your request and provide further instructions.

Please do not return any products without prior confirmation from our team.

Consumer Rights

Nothing in this policy limits or excludes your statutory rights under Singapore's Consumer Protection (Fair Trading) Act or other applicable consumer protection laws.