Refund policy
Return & Refund Policy
At X-Rival Fitness Winnipeg, we strive to provide you with the best products and service. If, for any reason, you are not completely satisfied with your online purchase, we offer a return and refund process subject to the terms and conditions below.
Please note that certain product categories, including e-bikes, e-scooters, refurbished items, demo products, accessories, and final sale items, may be subject to different return conditions.
General Return Eligibility
To be eligible for a return and refund, please ensure the following:
The product must be returned within 30 days of delivery, unless otherwise stated in this policy.
All returned products must be in brand-new, unused condition and returned in their original packaging.
Products must include all original parts, accessories, hardware, manuals, and packaging materials.
Products that are used, damaged, missing parts, or not in resalable condition may be refused for return or refund.
Items that are not returned in their original condition or original packaging may be subject to a restocking fee or may be rejected.
E-Bike and E-Scooter Return Policy
Due to the size, weight, shipping cost, battery components, safety requirements, and inspection process involved with e-bikes and e-scooters, these products are subject to a separate return policy.
Return Window for E-Bikes and E-Scooters
Returns of new or clearance e-bikes and e-scooters may be accepted within 7 days of delivery.
To be eligible for return, the item must be in new, unused condition and must be returned with all original packaging, parts, accessories, chargers, manuals, keys, hardware, and any included components.
Items showing signs of use, wear, damage, modification, assembly damage, missing parts, or improper handling may not be accepted for return or refund.
E-Bike and E-Scooter Restocking Fees
For new, unopened, and unused e-bikes or e-scooters, eligible returns will be refunded minus shipping costs to and from the customer and a 2.5% restocking fee.
If the box has been opened or the item has been assembled, tested, or used within the 7-day return period, eligible returns will be refunded minus shipping costs to and from the customer and a 25% restocking fee.
The final refund amount will be determined after the returned item has been received and inspected by our warehouse team.
E-Bike and E-Scooter Return Shipping
The customer is responsible for all return shipping costs unless the return is due to a confirmed shipping error by X-Rival Fitness or a confirmed product defect.
Because e-bikes and e-scooters are large and heavy items, return shipping costs may be significant. Customers are responsible for properly packaging the item for safe return shipping.
If a returned e-bike or e-scooter arrives damaged due to improper packaging, the return may be rejected or additional fees may be deducted from the refund.
Defective E-Bikes and E-Scooters
Customers must report any defect, issue, or malfunction with an e-bike or e-scooter within 7 days of receiving the product.
If the issue is confirmed to be a product defect, X-Rival Fitness may provide a free return shipping label and offer repair, replacement, or refund at our discretion. No restocking fee will apply to confirmed defective products.
Customers may be asked to provide photos, videos, serial numbers, packaging photos, or other information to help us assess the issue.
Continued use of a defective item after the issue has been discovered may void return eligibility.
Order Cancellations
Unshipped orders may be eligible for cancellation before the order has been shipped or prepared for shipment.
Orders may be canceled up to 3 business days prior to shipment, subject to a 2.5% merchant processing fee.
Once an order has been shipped, the order can no longer be canceled and will be handled under the applicable return policy.
Deposits on pre-orders, special orders, and backordered items may be non-refundable unless otherwise agreed in writing.
Request a Return Authorization
Before sending any product back to us, you must obtain a return authorization.
To request a return authorization, please send an email to winnipeg@xrival.ca with the following details:
Subject Line: Request for Product Return
Email Body: Include your full name, contact information, order number, product name, and the reason for the return request.
For e-bike and e-scooter returns, please also include photos of the product, packaging, serial number, and any related issue or damage.
Products returned without prior authorization may be refused.
Shipping Charges
The buyer is responsible for covering return shipping charges unless the return is due to a confirmed shipping error by X-Rival Fitness or a confirmed product defect.
If we mistakenly shipped the wrong item, X-Rival Fitness will cover the return shipping and handling fees.
Original shipping fees are non-refundable unless the return is due to a confirmed shipping error by X-Rival Fitness or a confirmed product defect.
Restocking Fee for General Products
A 15% restocking fee may apply to eligible returns of general products.
This fee helps cover handling, inspection, and repackaging costs associated with returned products.
The restocking fee may be applied in the following situations:
The product is returned without its original packaging.
The product is returned with missing parts, accessories, manuals, or hardware.
The packaging has been opened, damaged, or is no longer in resalable condition.
The product requires additional inspection, handling, or repackaging.
The restocking fee will be deducted from the final refund amount after the returned item has been received and inspected by our warehouse team.
Products that are used, damaged, missing parts, or not in resalable condition may be refused for return or refund.
Refund Process
Once we receive your returned item and inspect it for compliance with our return policy, we will initiate the refund process if the return is approved.
Approved refunds will be issued to the original payment method.
Please allow up to 14 days for the refund to be processed after the returned item has been received and inspected.
Depending on your bank or payment provider, additional processing time may be required before the refund appears on your account.
Exclusions and Final Sale Items
Items marked as “FINAL SALE” are not eligible for return or refund.
Final sale items may include, but are not limited to, gloves, hand straps, heart monitors, belts, accessories, refurbished products, demo products, clearance accessories, and other items marked as final sale.
All accessories, refurbished items, and demo products are final sale unless otherwise stated in writing.
If a refurbished or demo product arrives defective or damaged, please contact our Customer Service Department within 7 days of delivery for assistance.
Backordered Items
If your order includes a backordered item, X-Rival Fitness reserves the right to determine the best course of action, considering factors such as the estimated time of arrival, size, weight, and availability of the backordered item.
While we will do our best to provide an estimated time of arrival for backordered items, we cannot always guarantee an exact arrival date.
Deposits on pre-orders, special orders, or backordered items may be non-refundable unless otherwise agreed in writing.
Arrival Damage
If your package arrives with obvious physical signs of damage, please take clear photos of the damaged package before opening it and inform the delivery driver where possible.
Afterward, carefully inspect the contents of the package to ensure there is no damage to the equipment.
If any equipment is found to be damaged or broken, please contact our Customer Service Department immediately so that we can initiate a claim with the courier.
Please keep the package and product in their original state, as the courier may need to inspect them for the claim process.
For e-bikes and e-scooters, please also keep all packaging materials, including the box, foam inserts, protective covers, battery packaging, charger packaging, and accessories.
Policy Updates
X-Rival Fitness reserves the right to update or modify this return and refund policy at any time without prior notice.
The return policy applicable to your order will be the policy in effect at the time of purchase, unless otherwise required by law.
Thank you for choosing X-Rival Fitness. We are committed to providing you with quality products and excellent customer service. If you have any questions or need further assistance, please do not hesitate to contact us.