Last updated: November 10, 2026. This policy applies to orders placed on or after that date. Orders placed earlier are governed by the policy in effect when they were placed.
This policy explains how order cancellations, returns and store credit work for purchases from X-Rival Fitness. It forms part of your purchase agreement with us, so please read it before placing your order.
Please note: approved returns are issued as STORE CREDIT ONLY. Refunds to the original payment method are not provided for standard returns.
Key definitions
- Cancellation means a request to cancel all or part of an order before it has been delivered to you.
- Return means a request to send an item back to us after it has been delivered to you.
- In-Stock Item means an item held in our inventory when you place your order.
- Special-Order Item means an item we do not hold in inventory and buy from the brand or manufacturer specifically to fulfil your order. This includes items identified as “Special Order”, “Pre-Order”, “Made to Order”, “Backorder” or “Price on request” on the product page, at checkout or in your quotation, and any item our team has confirmed to you in writing, before you placed the order, as being ordered from the manufacturer for you.
- Procurement Complete means we have paid the manufacturer in full for your Special-Order Item and the manufacturer has shipped it, whether it is in transit to us, at our warehouse, or delivered to you.
How to request a cancellation or return
All cancellation and return requests must be made in writing to info@xrivalfitness.com before any product is sent back to us.
Subject line: “Request for Order Cancellation” or “Request for Product Return”
Please include:
- your full name
- your phone number
- your order number
- the product(s) being cancelled or returned
- the reason for the request
The date and time we receive your email determines which part of this policy applies. Products sent back without a Return Authorization from X-Rival Fitness may be refused.
Order cancellations (In-Stock Items)
Before a carrier has been booked. Contact us as soon as possible. If your order has not yet been handed to a carrier, we will cancel it and refund your original payment method, less a 5% payment processing fee. This fee covers the card and payment charges we have already paid and cannot recover.
After the carrier has been booked or the order has shipped. The order can no longer be cancelled. Once delivered, it may be returned under the return conditions in this policy: store credit only, less the restocking fee and shipping charges.
Refused or failed deliveries. A delivery that is refused, or cannot be completed because of the customer, is treated as a return. The outbound and return freight charges and the restocking fee are deducted from the store credit issued.
Cancellations of Special-Order Items are covered in the next section.
Special-Order Items
Why special orders are treated differently. When you buy a Special-Order Item, we place a dedicated purchase order with the brand or manufacturer and pay for it in full, together with inbound freight. Manufacturers treat these orders as final: once we have paid and the goods have left their facility, they do not accept cancellations or refund us. Many retailers make special orders final sale. We keep the option open for you while covering the costs we cannot recover.
Stage 1: before Procurement is Complete. Contact us immediately at info@xrivalfitness.com. If the manufacturer has not yet shipped your item, we will make reasonable efforts to cancel the purchase order. If the manufacturer confirms the cancellation, we refund your original payment method, less the 5% payment processing fee. Manufacturers often ship within hours or days of payment, so we cannot guarantee a cancellation will be accepted. If it is not, your order stays active and Stage 2 applies once the item ships.
Stage 2: after Procurement is Complete. A cancellation or return made at your request, including a change of mind, is subject to these terms:
- Special-order deposit (50%). Fifty percent (50%) of the amount paid for the Special-Order Item(s), including taxes, is kept as a non-refundable special-order deposit. It reflects the purchase price, freight and handling costs we have already paid and cannot recover.
- Store credit (50%). The remaining fifty percent (50%) is issued as X-Rival Fitness store credit, not refunded to your payment method. For a cancellation before delivery, store credit is issued within 14 days after we confirm the cancellation. For a return after delivery, it is issued within 14 days after we receive and inspect the item.
- Return conditions still apply. A returned Special-Order Item must meet the Return Eligibility conditions below. Items that do not meet them may be refused.
- No double charge. The special-order deposit replaces the 15% restocking fee and the 5% payment processing fee; they are never applied to the same item. Original shipping charges remain non-refundable, and return shipping is your responsibility.
- Promotions. Promotional gift cards, free gifts and bundle pricing tied to the order are adjusted as described under Store Credit and Final Sale Items.
- Recovered costs. If the manufacturer agrees to take the item back or refund us in part, we pass the amount we recover on to you as additional store credit.
Your statutory rights are not affected
The fees, deposit and store credit terms in this policy apply only to cancellations and returns made at your request. You will receive a full refund to your original payment method, with no deduction, if:
- we cannot deliver your order within 30 days after the delivery or supply date we gave you, and you cancel before delivery
- we cancel the order ourselves, for example because the manufacturer discontinues the item or cannot fulfil the purchase order
- the item arrives damaged or defective, or is not the item you ordered (see Damaged, Defective or Incorrect Items), and we cannot repair or replace it
- you are otherwise entitled to cancel under the consumer protection laws of your province or territory
Identifying Special-Order Items. Special-Order Items are identified on the product page, at checkout, or in writing by our team before you order. Their estimated supply date is shown on the product page, in your quotation or in your order confirmation. Estimates are given in good faith based on information from the manufacturer and its carriers; if they change materially, we will let you know. By completing the purchase of a Special-Order Item, you acknowledge this section and authorize X-Rival Fitness to place and pay for the purchase order with the manufacturer on your behalf.
Return eligibility
To be eligible for a return:
- the request is made within 30 days of delivery
- the product is new, unused, not assembled and in resalable condition
- it is returned in its original packaging with all original parts, accessories, manuals and hardware
- you provide proof of purchase or a valid X-Rival Fitness order number
Products that are used, assembled, damaged, altered, incomplete or otherwise not resalable may be refused. We inspect every returned product before issuing store credit.
Store credit
- Approved returns are issued as X-Rival Fitness store credit only, after our warehouse team has received and inspected the product.
- Store credit is calculated on the eligible return value, after shipping charges, the restocking fee, the special-order deposit, missing-item charges and other applicable deductions.
- If a return means your order no longer qualifies for a promotional gift card or free gift you received, the value of that gift card or gift is deducted from your store credit.
- No refund is issued to the original payment method for change-of-mind returns or other standard returns.
- Please allow up to 14 days after inspection for store credit to be issued. It is sent to the email address on your order and can be used on xrivalfitness.com.
Return shipping charges
- You are responsible for all return shipping costs and arrangements, unless we shipped the wrong product or it arrived damaged or defective. In those cases we arrange or cover the reasonable return shipping.
- For freight-sized items we can book a carrier pickup for you; we will tell you the cost before booking, and it is deducted from your store credit.
- Original shipping, freight, delivery and handling charges are non-refundable and are not converted into store credit, unless required by law.
Restocking fee
A 15% restocking fee applies to change-of-mind returns of In-Stock Items. It covers handling, inspection, repackaging, freight and processing. It is deducted from the store credit issued.
Special-Order Items are subject to the special-order deposit instead of the restocking fee.
Final sale items
Final sale items cannot be returned, exchanged, refunded or converted to store credit, unless they arrive damaged or defective, or we shipped the wrong item.
Final sale items are:
- any product marked “FINAL SALE” on its product page or at checkout
- clearance products
- gloves, hand straps, lifting belts and heart rate monitors
- free gifts, promotional items and bonus products included with a qualifying purchase
Other discounted products can be returned under this policy unless they are marked “FINAL SALE”.
Backordered items
A backordered item is temporarily out of stock and must be ordered from the manufacturer for your order. Backordered items are Special-Order Items under this policy.
If your order includes a backordered item, we decide how best to fulfil it, based on its estimated arrival, availability, size, weight and freight requirements; this can include shipping the in-stock part of your order first. Estimated arrival dates are not guaranteed. Your right to cancel for a full refund if an item is not delivered within 30 days after its estimated supply date is not affected.
Damaged, defective or incorrect items
- If your delivery shows obvious signs of damage, photograph the packaging before opening it and write “damaged” on the delivery receipt before signing.
- Inspect the contents carefully.
- Report any damage, defect, missing part or wrong item to info@xrivalfitness.com within 48 hours of delivery, with your order number, photos of the packaging and the damage, and a short description.
Keep all original packaging, pallets, boxes and wrapping until the claim is settled; the carrier may need to inspect them. We review each claim and decide the resolution, which may be a repair, replacement, replacement parts, or another remedy required by law. The 5% payment processing fee, the special-order deposit and the restocking fee do not apply to items that arrive damaged, defective or incorrect.
Problems reported after 48 hours are handled under our Warranty.
Additional conditions
- We may refuse any cancellation or return that does not follow this policy.
- Sending a request does not guarantee approval. All returns are subject to authorization, receipt and inspection.
- This policy does not limit any rights you have under the consumer protection laws of your province or territory, including Alberta's Consumer Protection Act. If any part of this policy conflicts with a right that cannot be waived by law, that right prevails and the rest of this policy still applies.
Thank you for choosing X-Rival Fitness. For questions about a cancellation or return, contact us at info@xrivalfitness.com.
