Refund Policy

Key Fitness USA — Return & Refund Policy

Our Guarantee

At Key Fitness USA, we stand behind the quality of our functional fitness gear.
If something isn’t right, we’re here to help.

30-Day Return Policy

You may request a return within 30 days of receiving your order if:

  • The item is unused
  • It is in original packaging
  • It is not a health/wellness product (these cannot be returned for safety reasons)

Returns must be initiated through our Customer Support Team before sending anything back.

📧 Email: support@keyfitnessusa.com
📞 Phone/Text: 817-941-4400 (Mon–Fri, 8am–4pm CST)

Items Not Eligible for Return

For safety, hygiene, or regulatory reasons, the following cannot be returned:

  • Opened health/wellness items (massage balls, recovery tools, etc.)
  • Used items
  • Items not in original packaging
  • Clearance items or final-sale items

How to Start a Return

Email us at support@keyfitnessusa.com with:

  1. Your Name
  2. Order Number
  3. A photo of the item (if damaged or incorrect)
  4. A short explanation of the issue

Our support team will review your request within 24–48 hours.

If approved, you will receive a prepaid return label via email.

Do NOT send returns to the original shipping address.
Returns must be processed only through the label provided by Key Fitness USA.

Refunds

Once your return is received and inspected, we will notify you by email.
Approved refunds are issued back to your original payment method within 3–5 business days.

Refunds are available when:

  • The return meets all eligibility requirements
  • The item is unused and in original condition
  • The return was submitted within 30 days

Restocking Fee

A small 15% restocking fee applies to non-defective items to cover handling, inspection, and processing.

Replacements

We will replace items that arrive:

  • Defective
  • Damaged
  • Incorrect

Once verified, replacements ship within 72 hours.

If an order is marked “Delivered” but you did not receive it, we may require additional verification such as:

  • A USPS/UPS claim ID
  • Confirmation from your local carrier

After verification, we will send a replacement.

Wrong Address or Undeliverable Packages

If the address was entered incorrectly at checkout:

  • Returned packages can be resent to the correct address (shipping fee applies), or
  • Refunded minus original shipping cost + restocking fee

If the package never returns to us, we can offer a 50% store credit toward a replacement order.

If the address was correct and the carrier returned the package, we reship free of charge.

Order Cancellation

Orders can be canceled within 12 hours of purchase as long as they have not shipped.

Once your order enters processing or has shipped, it cannot be canceled.

Warranty

Our standard warranty covers 30 days from delivery for:

  • Damaged products
  • Defective products
  • Incorrect items

Outside of 30 days, we cannot guarantee replacement or refund eligibility.

International Orders

Customs duties, taxes, and import fees vary by country and are the responsibility of the customer.

Need More Help?

📧 Email: support@keyfitnessusa.com
📞 Call/Text: 817-941-4400
📅 Hours: Mon–Fri, 8am–4pm CST

We’re here to help you get the most out of your training experience.