THE GYM MARKET

BUYER PROTECTION POLICY

Last Updated: 09/08/2026

IMPORTANT NOTICE

The Gym Market's Buyer Protection Policy is designed to provide additional protection to buyers who complete eligible purchases using The Gym Market's integrated payment functionality.

When you purchase through The Gym Market, your payment is processed securely through our third-party payment provider and eligible purchases are covered by this Buyer Protection Policy.

Payment may be held by the payment provider pending completion of the transaction. The seller will generally receive payment once the buyer confirms that they have received the item and are happy with their purchase, subject to the payment provider's processes and any applicable dispute, fraud or payment checks.

If you choose to arrange payment directly with a seller outside The Gym Market, including through cash, bank transfer or another private payment arrangement, The Gym Market's payment protection and Buyer Protection do not apply.

Buyer Protection is not an insurance policy, warranty or guarantee that every purchase will be refunded.

This Policy should be read alongside The Gym Market's Terms & Conditions and Returns & Disputes Policy.

1. WHAT DOES BUYER PROTECTION COVER?

Buyer Protection may apply where an eligible purchase made through The Gym Market's integrated payment functionality:

1.1 Does Not Arrive

The buyer has paid for an item but the item has not been received within the agreed or reasonably expected timeframe.

1.2 Is Significantly Not as Described

The item received is materially different from the listing.

Examples may include:

  • The wrong item was supplied;
  • The item is materially different from the photographs or description;
  • Significant damage was not disclosed;
  • A major component is missing and this was not disclosed;
  • The item has a material defect that was not disclosed;
  • The item has been materially misrepresented.

1.3 Arrives Damaged

The item arrives with significant damage that occurred during delivery and the damage was not disclosed before purchase.

The buyer may be required to provide photographs or other evidence of the damage.

1.4 Other Eligible Issues

The Gym Market may consider other circumstances on a case-by-case basis where there is evidence of significant misrepresentation, fraud or a material breach of the listing.

2. WHAT IS NOT COVERED?

Buyer Protection does not generally cover:

Change of Mind

A buyer simply decides they no longer want the item.

Buyer's Remorse

A buyer finds the item cheaper elsewhere or changes their mind about the purchase.

Incorrect Measurements or Space

The item does not fit the buyer's available space where the seller accurately provided the relevant dimensions.

Disclosed Damage or Defects

The item has damage, wear or defects that were clearly disclosed in the listing or agreed with the buyer before purchase.

Normal Wear and Tear

Reasonable signs of use consistent with the item's age and stated condition.

Buyer-Caused Damage

Damage caused by the buyer after receiving or collecting the item.

Incorrect Assembly or Installation

Damage or malfunction caused by incorrect assembly, installation, modification or use by the buyer.

Misuse

Damage resulting from using equipment outside its intended purpose or contrary to manufacturer guidance.

Off-Platform Payments

Transactions where payment was made directly between the buyer and seller outside The Gym Market's integrated payment functionality.

Unauthorised Modifications

Issues resulting from modifications made by the buyer after purchase.

Nothing in these exclusions affects any rights a buyer may have under applicable law.

3. ELIGIBILITY

Buyer Protection applies only where:

  • The buyer has completed the purchase through The Gym Market's integrated payment functionality;
  • Payment has been processed through the approved payment provider;
  • The transaction is recorded through the Platform;
  • The buyer complies with this Policy;
  • The buyer reports any eligible issue within the applicable timeframe.

Buyer Protection does not apply to transactions where the buyer and seller arrange payment entirely outside The Gym Market.

4. BUYER CONFIRMATION AND SELLER PAYMENT

For eligible on-platform purchases, the payment process is intended to protect both buyers and sellers.

The process generally operates as follows:

  1. The buyer purchases the item through The Gym Market.
  2. Payment is processed securely through our payment provider.
  3. The seller fulfils the purchase.
  4. The buyer receives or collects the item.
  5. The buyer inspects the item.
  6. The buyer confirms through the Platform that they are happy with the purchase.
  7. Subject to any applicable dispute, fraud or payment-provider checks, the relevant funds are released to the seller.

Buyers should only confirm that they are happy with an item once they have received and inspected it.

Once the buyer confirms completion, the transaction may be considered complete and the relevant funds may be released to the seller.

The exact timing of seller payouts is subject to the payment provider's processes and requirements.

5. LOCAL COLLECTION

Buyer Protection may apply to purchases made through The Gym Market where the buyer chooses local collection, provided the payment was completed through The Gym Market's integrated payment functionality.

Buyers are strongly encouraged to:

  • Inspect the item before confirming completion;
  • Test the equipment where reasonably possible;
  • Check for visible damage;
  • Confirm that the item matches the listing.

The buyer should only confirm that they are happy with the item once they have completed their inspection.

Where payment is made directly to the seller at or before collection, Buyer Protection does not apply.

6. BUYER RESPONSIBILITIES

To maintain Buyer Protection eligibility, buyers should:

  • Read the listing carefully before purchasing;
  • Review photographs and condition information;
  • Ask questions before purchasing where necessary;
  • Provide accurate delivery information;
  • Inspect the item promptly after receiving it;
  • Report eligible issues as soon as possible;
  • Provide accurate information when submitting a claim;
  • Cooperate with reasonable requests for evidence.

Buyers must not knowingly make false, misleading or fraudulent claims.

7. REPORTING AN ISSUE

If there is a problem with an eligible purchase, the buyer should contact The Gym Market Support Team as soon as possible.

The buyer should provide:

  • The relevant order or transaction reference;
  • A description of the issue;
  • Photographs or videos where relevant;
  • Details of any communication with the seller;
  • Any other evidence reasonably requested.

Where possible, buyers should raise an issue before confirming that they are happy with the purchase.

8. CLAIM TIMEFRAME

Buyers should report any issue within 48 hours of receiving or collecting the item.

This timeframe is intended to allow buyers to inspect the equipment promptly while providing sellers with a reasonable opportunity to resolve issues.

The Gym Market may consider claims submitted outside this timeframe where there are exceptional circumstances, including where:

  • The issue could not reasonably have been identified within the initial inspection period;
  • The seller has acknowledged the issue;
  • There is evidence of fraud;
  • The issue concerns a significant hidden defect;
  • Applicable law requires a different approach.

Submitting a claim does not guarantee that Buyer Protection will apply.

9. RESOLUTION PROCESS

Where a buyer submits a claim, The Gym Market may:

Step 1 – Review the Claim

We will review the information provided by the buyer.

Step 2 – Contact the Seller

We may contact the seller and provide them with an opportunity to respond.

Step 3 – Request Evidence

We may request evidence from either party, including:

  • Photographs;
  • Videos;
  • Listing information;
  • Delivery information;
  • Tracking details;
  • Collection information;
  • Messages between the parties;
  • Proof of payment;
  • Other relevant documentation.

Step 4 – Review the Circumstances

We will consider the available evidence and the relevant Platform policies.

Step 5 – Resolution

Depending on the circumstances, potential outcomes may include:

  • Release of payment to the seller;
  • Full refund to the buyer;
  • Partial refund;
  • Return of the item;
  • Replacement or alternative resolution agreed between the parties;
  • Cancellation of the transaction.

The Gym Market does not guarantee that every claim will result in a refund.

10. RETURNS

Buyer Protection does not create an automatic right to return an item simply because a buyer has changed their mind.

Where a return is appropriate because an item is significantly not as described, damaged or otherwise covered by this Policy, The Gym Market may facilitate a return between the buyer and seller.

The seller may be required to accept a return where the circumstances of the transaction and applicable law require this.

The buyer may be required to return the item before a refund is processed.

Where a return is required, the buyer should:

  • Follow the return instructions provided;
  • Return the item within the required timeframe;
  • Use an agreed or trackable delivery method where appropriate;
  • Return the item in substantially the same condition in which it was received, subject to reasonable inspection and testing.

11. RETURN SHIPPING COSTS

Responsibility for return shipping will depend on the circumstances of the dispute.

Where an item is materially not as described, the wrong item was supplied or the seller failed to disclose significant damage or defects, the seller may be responsible for reasonable return costs.

Where a return is agreed solely because the buyer has changed their mind and the seller has voluntarily agreed to accept the return, the buyer may be responsible for return costs.

The Gym Market may determine an appropriate approach on a case-by-case basis, subject to applicable law.

12. REFUNDS

Where a refund is approved for an eligible on-platform purchase, the refund will generally be processed through the applicable payment provider.

Refunds may be subject to:

  • Confirmation that the item has been returned where required;
  • Payment provider processing times;
  • Fraud and security checks;
  • Applicable laws and regulations.

The Gym Market cannot guarantee the exact timing of a refund once it has been initiated.

Where a transaction was completed entirely outside The Gym Market, The Gym Market cannot process or guarantee a refund.

13. PARTIAL REFUNDS

In some circumstances, the buyer and seller may agree to a partial refund rather than returning the item.

For example, this may be appropriate where:

  • The item has a minor undisclosed defect;
  • A non-essential component is missing;
  • The buyer is willing to retain the equipment despite an issue.

Any partial refund must be agreed through the applicable Platform process and may be subject to payment-provider requirements.

14. SELLER RESPONSIBILITIES

Sellers participating in on-platform transactions are expected to:

  • Provide accurate listing information;
  • Disclose known defects and damage;
  • Provide accurate photographs;
  • Fulfil purchases as agreed;
  • Respond to buyer queries;
  • Cooperate with reasonable dispute investigations;
  • Provide evidence where requested;
  • Honour any resolution agreed through the Platform.

Sellers must not:

  • Falsely mark an item as dispatched or collected;
  • Intentionally misrepresent an item's condition;
  • Provide false evidence;
  • Attempt to circumvent the Platform's payment process;
  • Encourage buyers to pay outside the Platform in order to avoid Buyer Protection.

15. SELLER PAYOUTS DURING A DISPUTE

Where an eligible dispute has been raised before the buyer confirms completion, The Gym Market may request or facilitate a delay in releasing the relevant funds to the seller, where permitted by the payment provider.

Funds may remain subject to the payment provider's processes while the dispute is reviewed.

The Gym Market does not guarantee that funds can always be withheld or recovered once a payment has been processed.

Where the evidence supports the seller's position, the relevant funds may be released to the seller.

16. FRAUD AND ABUSE

Buyer Protection must not be used fraudulently or unfairly.

Examples of prohibited behaviour include:

  • Making a false claim;
  • Claiming an item was not received when it was received;
  • Claiming an item was damaged when it was not;
  • Providing manipulated photographs or videos;
  • Deliberately damaging an item after receiving it;
  • Returning a different item;
  • Attempting to obtain both a refund and retain the item;
  • Making duplicate claims through multiple payment or dispute channels;
  • Initiating a fraudulent chargeback after receiving a refund.

The Gym Market may take action against users who abuse Buyer Protection, including:

  • Refusing a claim;
  • Restricting Buyer Protection access;
  • Suspending accounts;
  • Permanently banning users;
  • Cancelling transactions;
  • Reporting suspected fraud to payment providers or relevant authorities.

17. PAYMENT DISPUTES AND CHARGEBACKS

Where a buyer initiates a chargeback or payment dispute with their bank or payment provider, The Gym Market may provide relevant transaction information to the payment provider.

Buyers should not seek duplicate reimbursement through both The Gym Market's Buyer Protection process and a separate payment dispute for the same issue.

Where a buyer has already received a refund or reimbursement, The Gym Market may take this into account when determining any further claim.

18. OFF-PLATFORM TRANSACTIONS

Buyer Protection does not apply where the buyer and seller complete payment outside The Gym Market.

This includes:

  • Cash payments;
  • Bank transfers;
  • Mobile payment services;
  • Direct payment links;
  • Other private payment arrangements.

Where payment occurs outside The Gym Market:

  • The Gym Market does not hold the funds;
  • The Gym Market cannot reverse the payment;
  • The Gym Market cannot guarantee a refund;
  • The Gym Market cannot guarantee delivery;
  • Any return must be agreed directly between the buyer and seller.

The Gym Market may still investigate reports of fraud, unsafe items or policy violations and may take action against users where appropriate.

19. BUYER PROTECTION IS NOT A WARRANTY

Buyer Protection does not mean that The Gym Market:

  • Inspects every item;
  • Certifies equipment;
  • Guarantees product quality;
  • Guarantees product safety;
  • Guarantees authenticity;
  • Guarantees seller performance;
  • Provides a product warranty.

The Gym Market's role is to provide an additional layer of protection for eligible marketplace transactions.

20. LIMITATIONS AND EXCLUSIONS

The Gym Market reserves the right to refuse Buyer Protection where:

  • The transaction was completed outside the Platform;
  • The claim is submitted fraudulently;
  • The buyer has materially misused the item;
  • The buyer caused the damage;
  • The issue was clearly disclosed before purchase;
  • The buyer fails to provide reasonably requested evidence;
  • The buyer fails to comply with applicable claim or return requirements;
  • The transaction violates The Gym Market's Terms & Conditions or other policies;
  • The item is prohibited under The Gym Market's Prohibited Items Policy.

The Gym Market may also consider other relevant circumstances when determining eligibility.

21. LEGAL RIGHTS

This Buyer Protection Policy provides an additional marketplace service and does not replace or remove any statutory rights that consumers may have under applicable law.

Where a seller is acting as a business or trader, they remain responsible for complying with applicable consumer protection laws.

Nothing in this Policy is intended to restrict any legal right that cannot lawfully be excluded or limited.

22. LIMITATION OF THE GYM MARKET'S RESPONSIBILITY

The Gym Market facilitates the Buyer Protection process but is not the seller or manufacturer of the equipment.

To the fullest extent permitted by law, The Gym Market is not responsible for:

  • The inherent safety of equipment;
  • Product defects that were not reasonably identifiable;
  • Personal injury resulting from equipment use;
  • Improper assembly or installation;
  • Misuse of equipment;
  • Losses arising from off-platform transactions.

The availability of Buyer Protection does not make The Gym Market the insurer, manufacturer, seller or guarantor of any item.

Nothing in this Policy excludes or limits liability where such exclusion or limitation would be unlawful.

23. POLICY CHANGES

The Gym Market reserves the right to update this Policy from time to time.

Where material changes are made, we may notify users through the Platform or by email.

The latest version will be published on the Platform.

24. RELATED POLICIES

This Policy should be read alongside:

  • The Gym Market Terms & Conditions;
  • Returns & Disputes Policy;
  • Marketplace Safety & User Protection Policy;
  • Safety & Equipment Disclaimer Policy;
  • Prohibited Items Policy;
  • Community Standards Policy;
  • Privacy Policy;
  • Cookie Policy.

In the event of any inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions shall take precedence.

25. CONTACT

If you have an issue with an eligible purchase or wish to make a Buyer Protection claim, please contact:

Email: info@thegym-market.com

Please provide your transaction or order reference, details of the issue and any relevant photographs, videos or other evidence.