Return Policy

General Returns

We want you to be fully satisfied with your purchase from the KETTLER® Showroom. If you are not satisfied with your purchase for any reason, you may return it under our “no excuse” 7-day return policy to our store under the following conditions:

1. The item(s) must be in new/unused condition.
2. All accessories and parts must be returned with the product.
3. The item(s) must be securely packed in all original packaging (unless the packaging was removed by KETTLER® prior to store pick-up or delivery, in which case, please package in a manner to prevent damage during the return process.)
4. A 10% restocking fee will be applied against the refund.

Clearance Items are final sale items and cannot be returned unless they are refused at the time of delivery.
For any approved exchanges, credit or return funds will be issued for the net purchase price of the returned item(s). Taxes are refunded in accordance with applicable state law. Refunds are made based on the payment method used at the time of purchase. Please allow 5-14 business days following receipt of the return item(s) for any credit to display on your credit card statement or for receipt of a refund check.

Damaged or Defective Product

In the unlikely event that your KETTLER® showroom purchase is damaged or the product is not properly functioning please contact our Showroom within 72 hours of delivery or the order shall be deemed to have been accepted and KETTLER® will not be liable for any reported alleged damages after this time frame.
On all KETTLER® products (this does not include other vendors sold through our showroom), replacement parts can be purchased directly from our parts and service department by emailing parts@kettlerusa.com, calling 866-804-0440 or going to our warehouse location at 1355 London Bridge Rd., Virginia Beach, VA 23453. Customer service hours are 9:00 AM EST – 4:30 PM EST, Monday through Friday (excluding major holidays). If only a part of the product needs to be replaced or is missing, a replacement part will be promptly shipped out to you at no cost.

Parts Returns

Any replacement parts ordered through our parts and service department via walk-in, email (parts@kettlerusa.com), or phone (866-804-0440) are considered final. We do not offer refunds, exchanges, or returns on replacement parts.