THE GYM MARKET

RETURNS & DISPUTES POLICY – REPLACEMENT VERSION

Last Updated: 13/06/2026

1. MARKETPLACE STATUS

The Gym Market is an online marketplace that enables independent buyers and sellers to connect and transact in relation to fitness, gym and sports equipment.

The Gym Market is not the seller, manufacturer, owner or courier of any item listed on the Platform.

Where available, The Gym Market facilitates payments through a third-party payment provider. The Gym Market may also provide a Buyer Protection process for eligible purchases completed through the Platform.

The protections and processes available to buyers depend on how the transaction is completed.

2. ON-PLATFORM PURCHASES

Where a buyer purchases an eligible item through The Gym Market's integrated payment functionality:

  • Payment is processed securely through our third-party payment provider;
  • The relevant funds 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;
  • An eligible dispute may prevent or delay release of the relevant funds while the matter is reviewed;
  • The transaction may be covered by The Gym Market's Buyer Protection Policy.

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

3. BUYER CONFIRMATION

Once an on-platform purchase has been delivered or collected, the buyer should inspect the item as soon as reasonably possible.

The buyer should only confirm that they are happy with the purchase once they have:

  • Received the correct item;
  • Checked that the item substantially matches the listing;
  • Checked for significant undisclosed damage or defects;
  • Confirmed that the item is in an acceptable condition.

Once the buyer confirms that they are happy with the purchase, the applicable funds may be released to the seller, subject to the payment provider's processes.

Buyers should raise any eligible issue before confirming completion.

4. RETURNS

Returns are generally at the discretion of the seller unless the seller is legally required to provide a return or refund under applicable law.

Before completing a purchase, buyers are encouraged to clarify with the seller:

  • Whether returns are accepted;
  • The applicable return period;
  • Who is responsible for return costs;
  • The circumstances in which a refund may be provided;
  • How the item should be returned.

For on-platform purchases, buyers may contact The Gym Market Support Team where an item is materially different from the listing or another issue covered by the Buyer Protection Policy has occurred.

The Gym Market may assist in facilitating a resolution between the buyer and seller.

5. WHEN CAN A BUYER RAISE A DISPUTE?

For eligible on-platform purchases, buyers may contact The Gym Market where:

  • The item has not been received;
  • The wrong item has been received;
  • The item is materially different from the listing;
  • The item has significant damage or defects that were not disclosed;
  • A material part or component is missing and this was not disclosed;
  • Another circumstance covered by the Buyer Protection Policy has occurred.

Buyers should report issues as soon as possible and, where applicable, before confirming that they are happy with the purchase.

6. WHAT IS GENERALLY NOT COVERED?

The Gym Market's Buyer Protection process will generally not cover:

  • A change of mind;
  • Buyer's remorse;
  • Finding the item cheaper elsewhere;
  • An item not fitting a buyer's available space where the dimensions were accurately disclosed;
  • Minor cosmetic wear consistent with the item's described condition;
  • Defects or damage that were clearly disclosed before purchase;
  • Damage caused by the buyer after receiving the item;
  • Incorrect assembly, installation, modification or misuse by the buyer.

This does not affect any rights a buyer may have under applicable law.

7. DISPUTE PROCESS

Where an eligible dispute is raised, The Gym Market may:

Step 1 – Review the Issue

The Support Team may request details from the buyer and seller.

Step 2 – Request Evidence

Either party may be asked to provide:

  • Photographs;
  • Videos;
  • Screenshots;
  • Delivery or collection information;
  • Listing information;
  • Relevant communications;
  • Other evidence relating to the transaction.

Step 3 – Facilitate Communication

The Gym Market may facilitate communication between the buyer and seller to help reach a resolution.

Step 4 – Payment Protection

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

Step 5 – Resolution

Depending on the circumstances, the potential outcome may include:

  • Release of funds to the seller;
  • Full refund to the buyer;
  • Partial refund;
  • Return of the item;
  • Another resolution agreed between the parties.

Any refund or payment action remains subject to the payment provider's processes, applicable laws and the circumstances of the transaction.

8. THE GYM MARKET'S ROLE IN DISPUTES

The Gym Market may assist in facilitating disputes relating to eligible on-platform transactions.

However, The Gym Market:

  • Is not a court;
  • Is not an arbitrator;
  • Is not an insurer;
  • Is not a product expert;
  • Does not independently inspect every item;
  • Does not guarantee that a dispute will result in a refund.

Any decision made by The Gym Market in relation to Platform participation or the application of its policies does not remove or limit any legal rights that a buyer or seller may have against the other party.

9. OFF-PLATFORM TRANSACTIONS

Where a buyer and seller arrange payment directly outside The Gym Market, including through:

  • Cash;
  • Bank transfer;
  • Mobile payment services;
  • Other private payment arrangements;

The transaction is not covered by The Gym Market's payment protection or Buyer Protection process.

The Gym Market cannot:

  • Hold the payment;
  • Reverse the payment;
  • Recover money paid to a seller;
  • Process a refund;
  • Guarantee the seller will fulfil the transaction.

Any dispute, return or refund must generally be resolved directly between the buyer and seller.

The Gym Market may, at its discretion, assist with communication or investigate potential breaches of its policies but cannot guarantee any outcome.

10. LOCAL COLLECTION

Local collection may be arranged for both on-platform and off-platform transactions.

On-Platform Payment + Local Collection

Where a buyer pays through The Gym Market and subsequently collects the item:

  • The transaction may remain covered by the applicable Buyer Protection process;
  • The buyer should inspect and, where appropriate, test the equipment before confirming completion;
  • The buyer should only confirm that they are happy with the item once they have received and inspected it;
  • Once confirmed, the applicable funds may be released to the seller.

Off-Platform Payment + Local Collection

Where payment is made directly between the buyer and seller at or before collection:

  • The transaction is not protected by The Gym Market;
  • Buyer Protection does not apply;
  • The Gym Market cannot recover or reverse payments;
  • Any return or refund must be agreed directly between the parties.

11. REFUNDS

For eligible on-platform purchases, a refund may be available where the circumstances fall within the Buyer Protection Policy or where otherwise required by applicable law.

Where a refund is approved, it will generally be processed through the applicable payment provider.

The timing of any refund is subject to the payment provider's processes.

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

For off-platform transactions, The Gym Market cannot issue or process refunds because payment was made directly between the buyer and seller.

12. FRAUD AND ABUSE

Users must not abuse the dispute, refund or Buyer Protection processes.

This includes:

  • Making false claims;
  • Providing misleading evidence;
  • Falsely claiming an item was not received;
  • Falsely claiming an item was materially different from the listing;
  • Attempting to obtain both an item and a refund dishonestly;
  • Manipulating photographs, videos or other evidence;
  • Initiating fraudulent payment disputes or chargebacks.

The Gym Market reserves the right to:

  • Delay or suspend a transaction or payout where permitted;
  • Remove listings;
  • Restrict accounts;
  • Suspend accounts;
  • Permanently ban users;
  • Report suspected fraud to the relevant payment provider or authorities where appropriate.

The Gym Market does not guarantee recovery of funds or property lost through fraudulent activity.

13. SELLER RESPONSIBILITIES

Sellers are responsible for:

  • Accurately describing their items;
  • Disclosing known defects and damage;
  • Providing accurate photographs;
  • Fulfilling purchases as agreed;
  • Cooperating with reasonable dispute investigations;
  • Providing evidence where requested.

Sellers should not mark an item as dispatched, delivered or collected unless this has genuinely occurred.

Where an eligible dispute is raised against an on-platform purchase, the seller may be required to provide information or evidence before funds are released.

14. BUYER RESPONSIBILITIES

Buyers are responsible for:

  • Reviewing listings carefully;
  • Asking questions before purchasing;
  • Inspecting items promptly after receipt;
  • Raising eligible issues as soon as possible;
  • Providing accurate information;
  • Providing reasonable evidence when requested;
  • Not abusing the Buyer Protection or dispute process.

Buyers should not confirm that they are happy with an item until they have received and inspected it.

15. LIMITATION OF RESPONSIBILITY

The Gym Market provides a marketplace and, for eligible transactions, facilitates payment and Buyer Protection processes through third-party providers.

The Gym Market does not guarantee:

  • The quality of any item;
  • The safety of any item;
  • The accuracy of every listing;
  • The performance of every seller;
  • Successful delivery;
  • A refund in every dispute.

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

Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited.

16. RELATED POLICIES

This Policy should be read alongside:

  • The Gym Market Terms & Conditions;
  • Buyer Protection 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.