We back every product we sell
Warranty
& Returns
We're a family business and our name is on the line with every single order. If something isn't right, we make it right — no runaround, no fine print traps.
Warranty
We back every product we sell
Warranty
& Returns
Warranty
We're a family business — Matt & Matt's name is on the line with every order. If something isn't right, we make it right. No runaround, no fine print traps.
Warranty coverage
Warranty coverage
✓ We've got you covered
-
✓
Manufacturing defects Any fault in materials or workmanship from production
-
✓
Structural frame failure Welds, joints, uprights or structural steel failing under normal use
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✓
Transit damage affecting function Damage during shipping that impairs the product's normal operation
-
✓
Missing parts on delivery We'll send any missing hardware or components free of charge
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✓
Premature mechanical failure Cables, pulleys, bearings, or moving parts failing before expected lifespan
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✓
Powder coat delamination Paint or coating peeling/flaking due to manufacturing fault (not external damage)
✕ Not Covered
-
✕
Accidental damage Drops, impacts, or physical misuse not related to a product defect
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✕
Normal wear and tear Gradual degradation of consumable parts from regular use over time
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✕
Neglect or improper use Damage caused by incorrect assembly, overloading beyond rated capacity, or lack of maintenance
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✕
Unauthorised modifications Alterations, repairs, or welding carried out by anyone other than Gym Junkie
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✕
Commercial use of home-rated equipment Products rated for home use that are installed in commercial environments
-
✕
Cosmetic damage after delivery Scratches, dents, or marks that occur after the product has been accepted and used
-
✓
Manufacturing defects Any fault in materials or workmanship from production
-
✓
Structural frame failure Welds, joints, uprights or structural steel failing under normal use
-
✓
Transit damage affecting function Damage during shipping that impairs the product's normal operation
-
✓
Missing parts on delivery We'll send any missing hardware or components free of charge
-
✓
Premature mechanical failure Cables, pulleys, bearings, or moving parts failing before expected lifespan
-
✓
Powder coat delamination Paint or coating peeling/flaking due to manufacturing fault (not external damage)
-
✕
Accidental damage Drops, impacts, or physical misuse not related to a product defect
-
✕
Normal wear and tear Gradual degradation of consumable parts from regular use over time
-
✕
Neglect or improper use Damage caused by incorrect assembly, overloading beyond rated capacity, or lack of maintenance
-
✕
Unauthorised modifications Alterations, repairs, or welding carried out by anyone other than Gym Junkie
-
✕
Commercial use of home-rated equipment Products rated for home use that are installed in commercial environments
-
✕
Cosmetic damage after delivery Scratches, dents, or marks that occur after the product has been accepted and used
How to make a claim
Step 1 — Start here
Take photos or video
Before anything else, document the issue clearly. Take photos or a short video of the damage, defect, or fault — this is the single most important step and helps us resolve your claim in a single conversation rather than going back and forth.
Step 2 — Get in touch
Contact our team
The best way to get your claim moving is to email us directly at Sales@gymjunkie.co.nz with your order number and photos attached. This gives us everything we need in one place so we can review and respond promptly — no back-and-forth required.
Step 3 — We assess
We review & get back to you
Our team reviews your email and photos, usually within the same business day. We take every claim seriously and will come back to you with next steps to get your issue sorted as quickly as possible.
Step 4 — Resolution
Fixed, replaced or refunded
Depending on the issue, we'll either send out a replacement part or arrange a full product replacement. In most cases we can get you back up and running without needing to return anything — but where a return is necessary, we'll arrange the courier collection from your end at no cost to you.
Returns exchanges
Due to the size and weight of gym equipment, change-of-mind returns are assessed case by case. We ask that you read product descriptions carefully before purchasing. When in doubt, call us — we'd rather help you choose the right product than deal with a return.
Faulty or damaged goods
If your product arrives damaged or develops a fault covered under warranty, get in touch with your order number and photos and we'll work with you to get it sorted. Where a return is required, we'll arrange the courier collection at our cost.
Wrong item received
If we've sent you the wrong product, contact us immediately. We'll arrange collection and dispatch of the correct item as an urgent priority — at no cost to you.
Change of mind
Due to the size and freight cost involved, change-of-mind returns are accepted within 7 days of delivery on unopened, unused items only. Return freight is the buyer's responsibility. Any applicable credit will be applied to your account for use on a future order. We strongly encourage you to read product descriptions carefully before purchasing — if you're unsure, reach out before you buy and we'll help you make the right call.
Exchanges
Want to swap a product for a different size, weight, or model? Contact us and we'll work out the best solution. Exchanges are handled case by case — we'll always try to make it work for you.
Common Questions
The 5-year warranty specifically covers the structural steel frame of our gym equipment — racks, benches, and frames. Mechanical and wear parts such as cables, pulleys, upholstery and bearings carry a 1-year warranty. Consumable items carry a 90-day defect warranty. If in doubt about a specific product, call us before you buy.
Take photos immediately and contact us on 09 872 6881 or email Sales@gymjunkie.co.nz. Don't throw away the packaging — we may need it for the courier claim. We'll arrange for a replacement to be sent and book a courier to collect the damaged item from your address at no cost to you.
No — for all valid warranty claims and damaged-in-transit situations, we arrange and pay for courier collection. You do not need to drop anything off or arrange shipping yourself. We take care of the whole process from our end.
Most claims are assessed and confirmed within the same business day. Simple cases — like a missing bolt or damaged part — are usually sorted with a replacement part dispatched the same or next day. More complex structural claims may require a few extra days. We'll always keep you informed throughout.
Our warranty applies to the original purchaser only and is non-transferable. If you sell the equipment second-hand, the new owner would need to deal with any future issues directly. That said, the Consumer Guarantees Act rights sit with the original seller-buyer relationship and don't transfer either.
Home-rated equipment is designed and warranted for domestic use only. Using home-rated equipment in a commercial environment (gym, studio, facility) voids the warranty. If you need commercial-rated gear, check out our Prodigy Elite and Prodigy X Series — these are built and warranted for commercial use.
Yes — missing, incorrect, or defective hardware and components are covered. If something genuinely doesn't fit or a part is missing from the box, contact us and we'll send the correct parts free of charge. Assembly errors (where the right parts are there but assembled incorrectly) are not covered, but we're happy to talk you through it on the phone.
Need to make a claim?
Call us
The fastest way to resolve a warranty issue. Call during store hours and we'll often sort it on the spot.
09 872 6881Email us
Send photos and your order number to our email. We reply same day during business hours.
Sales@gymjunkie.co.nzContact form
Use our contact form to log a warranty claim with your details and photos attached. We'll respond within 24 hours.
Open contact form