Refund Policy

Last updated: September 15, 2026

Overview

At Luxe Fitness, customer satisfaction is our top priority. With 28+ years of industry experience through our partner ACME Fitness, we stand behind the quality of every product we sell. This Refund Policy outlines the conditions under which refunds may be issued.

This policy is compliant with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Eligibility for Refund

Refunds may be issued under the following circumstances:

  • The product received is damaged, defective, or materially different from what was described on the website
  • The product was not delivered within the agreed-upon timeframe and the customer no longer requires the product
  • The order was cancelled by Luxe Fitness due to product unavailability or other operational reasons
  • A duplicate charge was processed during payment through CCAvenue

Non-Refundable Items

The following items and situations are not eligible for refunds:

  • Products that have been assembled, installed, and used by the customer
  • Products damaged due to misuse, improper installation (not performed by our authorised team), or negligence
  • Consumable accessories such as resistance bands, floor mats, and gym gloves that have been opened and used
  • Products where the customer simply changed their mind after delivery and installation, unless the product is in its original unopened condition
  • Any product returned after the applicable return window (see Return Policy for details)

Refund Process

To initiate a refund, please contact our customer service team at info@luxefitness.net or call 080 4112 5757 / 080 4112 5656 within the eligible period. You will need to provide your order number, reason for the refund, and supporting photographs where applicable.

Once your refund request is reviewed and approved, we will process the refund to the original payment method used during purchase. Refunds processed through CCAvenue typically take 7 to 14 business days to reflect in your account, depending on your bank or card issuer.

For orders paid via Cash on Delivery, refunds will be processed via NEFT/IMPS to the bank account details provided by the customer.

Partial Refunds

In certain situations, partial refunds may be granted at our discretion. This may apply when only part of the order is defective or when a product shows signs of use but a manufacturing defect is confirmed.

Installation-Related Issues

For large fitness equipment (treadmills, multi-gyms, functional trainers, etc.) that includes complimentary installation by our team, any issues identified during or immediately after installation will be resolved on-site or through replacement of the affected parts or unit at no additional cost.

Grievance Officer

If you are dissatisfied with the resolution of your refund request, you may escalate your concern to our Grievance Officer:

  • Name: Grievance Officer
  • Address: 134/2 KH Road, Shanti Nagar, Bangalore 560027
  • Email: info@luxefitness.net
  • Phone: 080 4112 5757 / 080 4112 5656