REFUNDS &
RETURNS.
Clear steps. Fair solutions. Everything you need to know about returning a Keppi product, requesting a refund, or getting help with an order.
This policy covers purchases made directly through the Keppi website. Please review the eligibility requirements before requesting a return. For shipping details, see our Shipping Policy.
Overview
We want you to feel confident shopping with Keppi. This Refunds & Returns Policy explains how returns, refunds, order cancellations, and product issues are handled for purchases made directly through keppifitness.com.
For purchases made through third-party marketplaces such as Amazon or Walmart, please follow the applicable marketplace’s order and return process. Nothing in this policy limits rights or remedies available under applicable law.
30-Day Return Window
You may request a return within 30 days after receiving your order. To begin, contact us within that period at support@keppifitness.com.
For a change-of-mind return, products must be unused, unopened, and in resalable condition, with all original packaging, accessories, and included items intact. Please do not ship anything back until our team provides return instructions.
These change-of-mind conditions do not prevent you from reporting defective, damaged, or incorrect products, and do not limit rights you may have under applicable law.
Items Not Eligible for Standard Returns
Standard change-of-mind returns may not be available for:
- Used, opened, assembled, or materially altered items that do not meet the standard return conditions.
- Customized or personalized products.
- Gift cards or other items expressly identified as non-returnable before purchase.
- Other items subject to a clearly disclosed, product-specific return restriction, where permitted by law.
These restrictions do not override any applicable rights relating to defects, damage, incorrect items, or other legally required remedies.
How to Request a Return
To start a return, email support@keppifitness.com with:
- Your order number.
- The product name and quantity.
- Your reason for returning the item.
- Photos, if there is a product issue or shipping damage.
Our team will review your request. If the return is approved, we will provide a Return Authorization (RA) and the correct return address and instructions. Please do not send products to an address found online or return them without authorization; doing so may delay processing.
Pack the product securely in accordance with the instructions provided. For standard returns, retain original packaging whenever possible and use a trackable return service.
Return Shipping Costs
Change-of-mind returns: The customer is responsible for the return shipping cost, unless otherwise stated in a product-specific offer or required by law. Because fitness equipment may be large or heavy, return shipping costs can vary significantly.
Defective, damaged, or incorrect products: Where the return is approved due to a verified product defect, shipping damage, or fulfillment error, Keppi will cover the necessary return shipping costs or arrange an appropriate return method.
Our Shipping Policy offers free standard outbound shipping to the 48 contiguous United States. Free original delivery does not automatically mean free change-of-mind return shipping.
Refunds and Processing Time
After we receive and inspect an approved return, refunds are typically processed within 7–10 business days. If approved, the refund will generally be issued to the original payment method, and we will notify you by email.
The time it takes for funds to appear in your account depends on your bank or payment provider and may extend beyond our processing time. Refund amounts may reflect any properly disclosed, applicable non-refundable charges, where permitted by law.
For defective, damaged, or incorrect products, we will provide the appropriate remedy and cover applicable return shipping as described in this policy. Nothing here limits refunds or other remedies required by law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as you discover the issue at support@keppifitness.com.
To help us investigate, include your order number, a description of the issue, and clear photos or short videos of the affected product, components, and packaging where available. Depending on the circumstances, we may offer a replacement part, replacement product, refund, or other appropriate resolution, consistent with applicable law.
The unopened-condition requirement for standard change-of-mind returns does not apply to a good-faith report of a defect or shipping damage.
Exchanges
We do not currently offer direct exchanges for standard change-of-mind requests. If you would like a different product, please request a return of the original eligible item and place a new order.
For a defective, damaged, or incorrect item, please contact our support team first. We may arrange a replacement or another appropriate remedy as part of resolving the issue; this is separate from a standard change-of-mind exchange.
Order Cancellations
If you need to cancel your order, contact us as soon as possible at support@keppifitness.com. We will do our best to cancel the order before it ships.
Orders are typically processed within 1–3 business days, excluding weekends and public holidays. Once an order has shipped, cancellation may no longer be possible and the return process may apply instead.
Pre-orders or backorders may have additional disclosed timing information. If shipment is delayed, we will handle notices, consent, cancellation, and refunds as required by applicable law.
Large Equipment & Multi-Package Returns
Some benches, power racks, functional trainers, and other strength equipment may arrive in multiple packages or require special handling for a return.
Before arranging return transportation, contact our support team. We will provide instructions for eligible returns, including the required packaging, shipment information, and any necessary coordination. Do not arrange freight collection or send separate packages without confirming the procedure with us.
Keep the original packaging where practical, especially for large or multi-box products, to help protect the equipment during a return.
Restocking Fees
We generally do not charge restocking fees for eligible returns. If a particular product is subject to a specific restocking fee, that fee must be clearly disclosed before purchase and will apply only to the extent permitted by law.
Return shipping charges are separate from restocking fees. Customers are not responsible for restocking fees imposed solely because a product was defective, damaged, or incorrect where prohibited by applicable law.
Gift Purchases
Gift returns generally follow the same eligibility and authorization process as other returns. Approved refunds are ordinarily issued to the original purchaser’s payment method.
If you would like to ask about an alternative arrangement, such as store credit, please mention it when contacting support. Alternative arrangements are subject to availability and approval and are not guaranteed.
Warranty Claims
Returns under this policy are separate from product warranty claims. A product issue arising outside the standard 30-day return window may still be eligible for support under the applicable product-specific warranty or consumer protection law.
Warranty scope, duration, covered parts, exclusions, and remedies depend on the product and the warranty terms applicable to your purchase. For assistance, email support@keppifitness.com with your order number, product model, serial number if available, and a description of the issue.
Third-Party Marketplace Purchases
This policy primarily applies to purchases made directly at keppifitness.com. If you bought a Keppi product through Amazon, Walmart, or another marketplace, returns and transaction refunds may need to be initiated through that marketplace in accordance with its applicable policies.
For questions about product defects or warranty support, you may still contact Keppi customer support. Your applicable legal rights remain unaffected.
Policy Updates & Consumer Rights
We may update this policy periodically. Changes will be posted on this page with an updated date and will apply as permitted by law. Updates will not retroactively reduce rights that have already attached to an existing purchase where prohibited by law.
This policy does not exclude or limit any non-waivable rights or remedies available under applicable consumer protection laws.
Contact Us
If you have questions about a return, refund, order cancellation, or damaged item, please contact us before sending anything back.