Warranty, Returns, & Cancellations

IRWIN FITNESS WARRANTY POLICY

At Irwin Fitness, we take pride in delivering high-quality, custom-engineered equipment. We stand behind the craftsmanship, materials, and structural integrity of our work. Please review our warranty coverage terms below:

1. Structural Welds & Frames

• Limited Lifetime Warranty on all structural welds and main frame assemblies.

• Covers defects in welds or structural steel components under normal commercial use and proper installation.

• Does not cover damage resulting from misuse, unauthorized frame modifications, improper anchoring, or severe environmental exposure.

2. Selectorized & Cable Systems

• Guide Rods & Weight Stacks (3-Year Limited Warranty): Covers case-hardened precision guide rods and solid weight stack plates against manufacturing defects or structural failure.

• Linear Bearings, Pulleys & Mechanical Bushings (2-Year Limited Warranty): Covers linear ball bearing pillow blocks, aluminum/UHMW pulleys, and internal sealed bearings against mechanical failure or defects.

• Coated Cables & Cable Hardware (1-Year Limited Warranty): Covers commercial coated aircraft cables, swage terminations, and cable connection fittings against manufacturing defects or premature cable sheath separation under normal operation.

• Note on Cable & Bearing Maintenance: Linear bearings and cable assemblies require regular routine inspection and cleaning. Guide rods must be kept clean of dust, sweat, and chalk, and lubricated exclusively with a dry PTFE/silicone lubricant. Using heavy grease, wet oils, or continuing to operate a machine with a visibly frayed or damaged cable voids mechanical warranty coverage on associated pulleys and linear bearings.

3. Material & Component Warranty Summary

Warranty Claim Process

1. To initiate a warranty claim, contact our support team at contact@irwinfitness.ca with your original order details and a summary of the issue.

2. Supporting documentation (high-resolution photos or video of the component in question) may be required to evaluate the claim.

3. Upon approval, Irwin Fitness will repair, supply replacement parts, or replace the affected component at our discretion.

Limitations & Ownership

• This warranty is non-transferable and applies exclusively to the original purchaser.

• The warranty period begins on the date of delivery or professional installation.

• Any unauthorized repairs, welding, or physical modifications void all warranty coverage.

WHAT IS NOT COVERED

• Normal wear and tear on high-friction items, including cable outer sheath wear, UHMW plastic wear, transport wheel degradation, and cosmetic powder coat scratching/chipping.

• Damage caused by improper assembly, neglected maintenance (e.g., failure to clean/lubricate guide rods or check cable tension), or exposure to harsh cleaning chemicals.

• Misuse, abuse, or accidental damage, including abusive dropping of weight stacks from peak height or dropping loaded barbells onto spotter arms.

CANCELLATION POLICY

Custom Orders:

• Cancellation within 48 hours of order placement: We offer a refund minus the non-refundable credit card processing fees.
• Cancellation after 48 hours of order placement: A cancellation fee may apply, depending on the stage of production reached. This fee covers the costs incurred up to that point, such as material procurement and initial labor, in addition to non-refundable transaction fees.
• Cancellation after production has commenced: Unfortunately, we cannot offer a refund for orders that have already entered the production phase. However, we will work with you to explore alternative solutions and mitigate any inconvenience caused.

• Cancellation within 48 hours of order placement: We offer a refund minus the non-refundable credit card processing fees.
• Cancellation after 48 hours of order placement, but prior to shipment: A cancellation fee may apply to cover any costs incurred up to that point, such as packaging and preparation, alongside non-refundable transaction fees.
• Cancellation after shipment: Once the order has been shipped, it cannot be canceled. However, you may be eligible for a return or exchange as per our return policy.

RETURNS POLICY

• Due to the unique nature of custom orders, we are unable to accept returns or offer refunds unless the product is defective or does not meet the agreed-upon specifications.
• If you believe your custom product is defective or does not match the specifications provided, please contact our customer support team within two days of receiving the product. We will work with you to resolve the issue.

• For standard products that are not customized or modified, we offer a five day return window from the date of delivery. This means initiating the return by contacting us.
• To be eligible for a return, the item must be unused, in its original condition, and in the original packaging.
• You are responsible for the return shipping costs unless the return is due to a defect or an error on our part.
• Once the returned item is received and inspected, we will process the refund or exchange within 3 business days.
• Please note that original credit card processing fees are non-refundable for buyer's remorse returns and will be deducted from your final refund.

• To initiate a return, please contact our customer support team to obtain a return authorization (RA) number and further instructions.
• Include the RA number on the package and return the item in its original packaging or a suitable equivalent.
• We recommend using a trackable shipping method to ensure the safe return of the item.
• Refunds will be issued using the original payment method unless otherwise specified.

• Certain items, such as customized products or items purchased during sales, may not be eligible for returns. This information will be clearly communicated during the ordering process.
• Returns or refunds will not be accepted for items that have been damaged due to improper handling, misuse, or unauthorized modifications.