SOLE Guarantee
SOLE Guarantee
We’re proud of the quality of our products and the care that goes into making them. Sole products are backed with a 30-day satisfaction guarantee. In the unlikely event that our equipment doesn’t meet your expectations, you can return it.
- A Return Request must be initiated within 30 days to be considered.
- The 30 days will begin from the date you receive your order.
- SOLE guarantees the frames and motors of all our fitness equipment.
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Warranties for parts and labor are included at no cost to the customer for the duration outlined in your owner's manual.
For additional warranty information check out the Product Specifications section of each unit’s webpage. - If, for any reason, our team is unable to repair the equipment, we will, at our discretion, replace it with an item of equal or greater value. You will only be responsible for the standard shipping fees
Returns
Unlike many of our competitors, we do not require your cardio equipment to be boxed up prior to the return pick up*. We will take back your open box return, secure it at the time of pickup, and ship it back to our facility.
- Although the unit does not have to be boxed up, it will need to be picked up outside your home in an accessible location.
- Any completed delivery services are nonrefundable.
If you would like in-home removal services, an additional $300 fee will be assessed.
Refund Process
No need to wait for the machine to arrive back at our facility before receiving the refund. Simply notify us by emailing returns@soletreadmills.com with your return tracking number as soon as the unit is picked up, and your refund will be processed within 48 business hours of confirmation.
- Please note that providing the tracking number is essential to obtaining the refund.
Fees
- All treadmills, ellipticals, bikes, and rowers include a non-refundable return shipping charge of $250 that will be deducted from the refund.
- All strength equipment and SRVO units include a non-refundable shipping charge of $100.
Terms & Conditions
The 30-day return policy is only applicable if the unit is purchased directly through the SOLE website at soletreadmills.com (or directly from one of sales and support staff).
If the unit was purchased from an authorized retailer, please refer to that specific merchant for return information and policies.
A Return will not be authorized beyond the 30-day trial period.
If a product is out of the 30-day return window, but still under warranty and is deemed non-field repairable, SOLE Fitness reserves the option to replace the defective product with a product of equal, or better, features and functionality.
Our shipping company will contact you for delivery/pick-up. If the shipping company is unable to reach you, they will return the machine and a $250 shipping fee will apply.
The customer is responsible to make reasonable efforts to allow our technicians to repair the fitness machine before a replacement can be considered. Accommodations may include allowing a field technician to come to the home, or speaking to a technician over the phone, to diagnose and understand the problem.
The determination of a unit being non-repairable is at the discretion of SOLE Fitness.
The Return Process
For any return or replacement, regardless of how it was delivered, the unit will need to be outside, in an accessible location at the scheduled time of pick up.
The shippers can take the machine fully assembled, or in parts, as long as it is outside. If this requirement is not met at the time of the appointment, the unit will not be picked up and a rescheduling fee may apply.
Original shipping/delivery costs are non-refundable.
Non-refundable costs include any upgraded shipping costs, assembly services, and rural or accessorial fees associated with the initial delivery.
*Strength products and SRVO units will need to be boxed and in their original packaging for a return due to them being shipped and returned via FedEx.
**Returns are not accepted from Hawaii or Alaska.