Returns
General Returns
We want you to be fully satisfied with your purchase from KETTLER® USA. You can start a return HERE on our returns portal. If you are not satisfied with your purchase for any reason, you may return it in new condition, in the original packaging and unassembled, within 30 days of purchase.
Returns are free only if you opted into checkout+ when you placed your order. If you did not opt in, you're responsible for your own return shipping costs. This doesn't apply to freight items (such as Game Tables, Fitness Equipment, and certain furniture sets), for these, you're responsible for your own return shipping label. You can start and process a freight return through the same returns portal.
Once your return is received, our returns department will carefully inspect the product. If any product is not returned in resalable condition, an adjustment to your refund may be necessary, and KETTLER reserves the right to refuse a return that doesn't meet these conditions. If this occurs, a customer service associate will notify you before the refund is applied. Refunds are only issued for the purchase price of the item(s) and any applicable sales tax, in the original form of payment used to purchase the item. Shipping charges for delivery are not refundable.
Please note that we will only authorize the return of a product that has been purchased from kettlerusa.com. If you purchased a KETTLER product through any other retailer, seller, or website, you must contact them and follow their return policy. KETTLER has no authority or ability to refund orders that have not been purchased through kettlerusa.com.
Manufacturer Defects
If your kettlerusa.com order has a manufacturing defect or the product is not properly functioning, you can start a return HERE on our returns portal. If only a part of the product needs to be replaced or was missing, a replacement part will be promptly shipped out to you at no cost.
In the case that the entire product needs to be replaced as decided by KETTLER, we will issue a shipping carrier call tag to bring the merchandise back to our facility. At the sole discretion of KETTLER, a field destroy may be authorized for a product if deemed appropriate. Except in the case of small amounts of minor hardware, pictures of the damaged part(s) must be provided.
Shipping Damage or Loss
If you opted into checkout+ when you placed your order, and your order arrives damaged in transit or is lost by the carrier, you can start a claim HERE on our claims portal, once approved, we'll replace the item at no extra cost (or issue a refund/store credit if it's out of stock). Please include a photo of the damage when you file.
If you did not opt into checkout+, your order is not protected against carrier loss or damage, and we're unable to provide a replacement, refund, or credit for shipping-related issues.
Please inspect your order when it arrives and note any damage on the delivery notice, if necessary, refuse the shipment. File any claim within 30 days of the delivery date. If you purchased a KETTLER® product through any other retailer, seller, or website, and the product has incurred shipping damage, please contact them directly to follow their claim procedures.
Parts Returns
Any replacement parts ordered through our parts and service department via email (parts@kettlerusa.com) or phone (866-804-0440) are considered final. We do not offer refunds, exchanges, or returns on replacement parts.