We would rather you called us first — most first-week problems are a five-minute conversation. But if it is genuinely not the machine for you, you have 100 days from the date of purchase.
What you get back
The full purchase price of the machine. There is no restocking fee and no assessment period — using it is the point of the 100 days, so a machine that has been trained on is exactly what we expect to get back.
The freight
If you send it back, we pay the freight. Either way we book the carrier and give you a collection window; you are never left arranging a courier for a carton this size yourself.
The one condition
It has to travel back in its original carton and packing materials. A treadmill moves as a heavy, awkward load, and the carton it arrived in is the only thing built to protect it. Keep the box until you are sure — this is the single condition that catches people out, which is why it is stated here, on the welcome card, and in the manual.
How to start one
Call 1800 950 743, Mon–Fri, 9am–5pm AEST, or email support@getonpace.com.au with your order number. We will arrange collection and confirm the refund in writing before the machine leaves you.
What this is not
This guarantee is separate from the ten-year warranty, which covers a machine that develops a fault. It is also separate from, and additional to, your rights under the Australian Consumer Law — nothing here reduces them, and a faulty machine is a warranty claim rather than a return.