Damaged CENTR equipment is handled through our warranty replacement process, not returns. We'll send you replacement parts at no charge if your equipment is under warranty.

<h3 id="important-damaged-equipment-is-handled-through-warranty-not-returns">Important: Damaged Equipment is Handled Through Warranty, Not Returns</h3>If your CENTR fitness equipment arrived damaged or broke during use, you don&apos;t need to return it. Instead, we handle these situations through our warranty replacement process where we send you the replacement parts you need.No return shipping required - Keep your equipment and we&apos;ll send the replacement parts directly to you.<h3 id="how-the-warranty-replacement-process-works">How the Warranty Replacement Process Works</h3>When equipment arrives damaged or breaks due to a manufacturing defect, here&apos;s what happens:<ol><li>You contact our support team with photos of the damage</li><li>We verify your warranty coverage based on your purchase date</li><li>We ship replacement parts to you at no charge (if under warranty)</li><li>You keep the damaged equipment - no need to ship anything back to us</li></ol>This process is much faster than traditional returns and gets you back to your workouts sooner.<h3 id="step-by-step-filing-a-warranty-claim-for-damaged-equipment">Step-by-Step: Filing a Warranty Claim for Damaged Equipment</h3>Step 1: Gather Required InformationBefore contacting support, have the following ready:<ul><li>Serial number - Located on a sticker on your equipment&apos;s main frame</li><li>Purchase date - From your order confirmation or receipt</li><li>Photos of the damage - Take 2-3 clear photos from different angles showing the issue</li><li>Product model - Example: FT2, M5, Centr Home Gym, Walmart Workout Kit</li><li>Shipping address and phone number - Where to send replacement parts</li><li>Proof of purchase (recommended) - Receipt, order confirmation, or invoice</li></ul>Step 2: Contact SupportEmail: service@centr.comSubject line: &quot;Warranty Claim - [Your Product Name]&quot;In your email, include:<ul><li>Description of the damage (what part is broken, frayed, cracked, or unusable)</li><li>When the damage occurred (on arrival or during use)</li><li>All the information from Step 1</li><li>Attach your damage photos</li></ul>Phone (optional): 714-738-1729 (Monday-Friday, business hours Pacific Time)Step 3: Warranty Verification (1-2 Business Days)Our support team will verify:<ul><li>Your purchase date to confirm warranty coverage</li><li>That your serial number is valid</li><li>That the damage is covered under warranty</li><li>Whether shipping is free or has a small fee</li></ul>You&apos;ll receive a verification email within 1-2 business days letting you know if your claim is approved.Step 4: Replacement Parts Ship to YouOnce approved, here&apos;s what happens:<ul><li>We process your replacement order (you&apos;ll receive a confirmation number like &quot;SO#161021&quot;)</li><li>Parts ship within 1-2 weeks (we do our best to expedite)</li><li>You receive tracking information via email when parts ship</li><li>Standard delivery takes 5-7 business days after shipment</li><li>No return of damaged parts required unless specifically requested</li></ul>Total timeline: Approximately 2-3 weeks from initial contact to receiving replacement parts.<h3 id="warranty-coverage-and-costs">Warranty Coverage and Costs</h3>If you purchased within the last 2 years:<ul><li>&#x2705; Free replacement parts</li><li>&#x2705; Free shipping</li><li>Confirmation: &quot;Based on your purchase date, your unit is covered for parts. As a courtesy, we cover shipping for the first 2 years from date of purchase.&quot;</li></ul>If you purchased 1-2 years ago:<ul><li>&#x2705; Free replacement parts (covered under 1-year warranty)</li><li>&#x274C; You pay shipping only (typically $15-$20)</li><li>You&apos;ll need to approve the shipping cost before we process the order</li></ul>If you purchased over 1 year ago (out of warranty):<ul><li>Parts are still available for purchase</li><li>You pay for the part plus shipping</li><li>Common part costs: Cables $20-$40, Straps $20, Handles $20, Seat pads $60</li><li>Support will provide a quote with exact pricing</li></ul><h3 id="what-damage-is-covered-under-warranty">What Damage is Covered Under Warranty?</h3>Covered (manufacturing defects and quality issues):<ul><li>Broken, frayed, or split cables</li><li>Defective straps, handles, pulleys, or brackets</li><li>Malfunctioning components (consoles, adjustment mechanisms)</li><li>Equipment damaged during original shipping (report within 7 days)</li><li>Parts missing from original delivery (report within 30 days)</li></ul>Not covered:<ul><li>Normal wear and tear from extended use (cables wearing out after 2+ years)</li><li>Damage from misuse, accidents, or exceeding weight limits</li><li>Cosmetic damage that doesn&apos;t affect function (scratches, scuffs)</li><li>Lost or stolen parts</li><li>Equipment used outdoors (unless rated for outdoor use)</li></ul><h3 id="if-your-equipment-arrived-damaged">If Your Equipment Arrived Damaged</h3>If damage occurred during shipping, take these additional steps:<ol><li>Don&apos;t fully unpack if the box is visibly damaged</li><li>Take photos of both the damaged packaging AND the damaged equipment</li><li>Report within 7 days of delivery to service@centr.com</li><li>Subject line: &quot;Shipping Damage - Order #[your order number]&quot;</li><li>Include delivery date and tracking number</li></ol>We&apos;ll coordinate with the shipping carrier to file a claim and send replacement parts or equipment as needed.<h3 id="common-questions">Common Questions</h3>Q: Do I need to return the damaged part?A: No, unless specifically requested by our support team. Keep the damaged part until your replacement arrives in case we need additional photos or information. Once your replacement is installed and working, you can dispose of the damaged part.Q: I bought my equipment from Costco/Walmart. Does warranty still apply?A: Yes! Warranty applies regardless of where you purchased (Costco, Walmart, authorized dealers, or directly from CENTR). Provide your receipt and serial number. Costco purchases may take slightly longer to verify through their vendor portal.Q: What if the same part keeps breaking?A: Contact support and disclose the history: &quot;This is the third time this part has broken.&quot; Include dates of previous replacements if known. Repeated failures require manager review and may indicate improper installation, misuse, or a design issue requiring upgraded replacement.Q: Can I get expedited shipping for urgent replacements?A: Standard shipping (5-7 business days after shipment) is included. Expedited shipping may be available in some cases with manager approval and additional cost. Contact support explaining your urgent situation - they&apos;ll escalate to management for consideration.Q: How do I find my serial number?A: Check for a sticker or metal plate on the main frame or base of your equipment. It&apos;s usually on the rear frame member or base. Format is typically like &quot;4-20-09-397540&quot;. If you can&apos;t find it, email a photo of your equipment to service@centr.com and they&apos;ll guide you to the typical location for your model.Q: What if I don&apos;t have my receipt?A: Provide your serial number - it often verifies the warranty period automatically. Support may be able to look up your purchase in their system. For secondhand equipment, the serial number determines if the warranty is still active based on the original purchase date.<h3 id="out-of-warranty-options">Out-of-Warranty Options</h3>If your equipment is over 1 year old, parts are still available for purchase:<ol><li>Request a quote from service@centr.com with your model, serial number, and needed part</li><li>Receive pricing - Part cost + shipping estimate</li><li>Approve order by replying to confirm</li><li>Receive invoice within 2-3 business days with secure payment link</li><li>Pay invoice through the secure portal</li><li>Parts ship within 1-2 weeks after payment</li></ol>Total timeline for out-of-warranty parts: Approximately 3-4 weeks from quote request to delivery.<h3 id="still-need-help">Still Need Help?</h3>If you have questions about whether your damage is covered, need help identifying a part, or have any other concerns about your damaged equipment:Email: service@centr.com (primary contact - fastest response) Phone: 714-738-1729 (Monday-Friday, business hours Pacific Time) Response time: 1-2 business daysHave ready: Serial number, model, purchase date, photos of damage, and shipping address for replacement parts.

I received damaged equipment. How do I return it?

If you received the wrong equipment item in your order, contact our support team immediately and we'll send you the correct item. The process is quick and straightforward.

<h3 id="well-get-you-the-correct-item-right-away">We&apos;ll Get You the Correct Item Right Away</h3>If the equipment you received doesn&apos;t match what you ordered, we&apos;ll make it right. Our support team will verify your order and send the correct item to you as quickly as possible.Act quickly - Contact us as soon as you notice you received the wrong item for the fastest resolution.<h3 id="why-report-wrong-items-immediately">Why Report Wrong Items Immediately</h3>The sooner you contact us about receiving the wrong item, the faster we can resolve the issue:<ul><li>Fresh order details - Your order is still recent in our system, making verification easier</li><li>Faster processing - We can expedite sending the correct item before your order is archived</li><li>Simpler verification - Photos and order details are easier to match when reported promptly</li><li>Better resolution options - Our support team has more flexibility to resolve recent order issues</li></ul>While there&apos;s no strict deadline, reporting within 30 days of delivery ensures the smoothest resolution process.<h3 id="step-by-step-getting-the-correct-item">Step-by-Step: Getting the Correct Item</h3>Step 1: Verify You Received the Wrong ItemBefore contacting support, double-check:<ul><li>Compare what you received to your order confirmation email</li><li>Check the product model name or number on the equipment</li><li>Verify the size, color, or specifications (if applicable)</li><li>Make sure all boxes were opened (sometimes items ship in multiple packages)</li></ul>Step 2: Gather InformationHave ready:<ul><li>Order number - From your order confirmation email (format: #XXXX-C)</li><li>What you ordered - Product name from your order confirmation</li><li>What you received - Product name or description of the wrong item</li><li>Photos - Take 2-3 clear photos of the item you received, including any labels or model numbers</li><li>Delivery date - When the package arrived</li><li>Email address - The one you used when placing the order</li></ul>Step 3: Contact Support ImmediatelyEmail: service@centr.comSubject line: &quot;Wrong Item Received - Order #[your order number]&quot;In your email, include:<ul><li>Your order number</li><li>What you ordered: &quot;I ordered [product name]&quot;</li><li>What you received: &quot;I received [product name or description]&quot;</li><li>Delivery date</li><li>Attach photos of the wrong item</li></ul>Example:&quot;I ordered the Centr Multi-Gym M5 (Order #7464-C), but I received what appears to be resistance bands instead. The package was delivered on November 10. Photos attached.&quot;Step 4: Support Team Reviews Your CaseOur support team will:<ul><li>Verify your order details in our system</li><li>Confirm what item was supposed to ship</li><li>Identify what was actually sent (using your photos and description)</li><li>Determine the best resolution approach</li><li>Provide instructions about the wrong item you received</li></ul>Response time: Typically within 1-2 business days.Step 5: Correct Item Ships to YouOnce verified, our support team will:<ul><li>Process an order for the correct item immediately</li><li>Ship the correct item to your address at no additional charge</li><li>Provide tracking information when it ships</li><li>Give you specific instructions about what to do with the wrong item</li></ul>Typical timeline: Correct item ships within 1-2 weeks, arriving 5-7 business days after shipment.<h3 id="what-happens-to-the-wrong-item">What Happens to the Wrong Item?</h3>Our support team will provide specific instructions based on your situation. This may include:Option 1: Keep the Wrong Item (Most Common)In many cases, especially for smaller or lower-value items, we may tell you to keep the wrong item at no charge. This avoids the hassle and cost of return shipping.Option 2: Return the Wrong ItemFor larger or higher-value equipment, we may provide:<ul><li>A prepaid return shipping label</li><li>Return shipping instructions</li><li>Packaging guidelines</li><li>Return address</li></ul>If a return is needed, we&apos;ll make it as easy as possible with prepaid labels and clear instructions.Wait for Support&apos;s Instructions - Don&apos;t ship anything back until our support team confirms the return address and provides a label if needed. Shipping to the wrong address could result in the item being lost.<h3 id="common-wrong-item-scenarios">Common Wrong Item Scenarios</h3>Scenario: Completely Different ProductExample: Ordered a Multi-Gym, received resistance bands<ul><li>Contact support immediately with photos</li><li>We&apos;ll verify the mix-up and send the correct equipment</li><li>Follow support&apos;s instructions regarding the wrong item</li></ul>Scenario: Wrong Size or ModelExample: Ordered M5 Multi-Gym, received M3 model<ul><li>Provide order number and photos showing model number</li><li>We&apos;ll verify which model shipped</li><li>Correct model will be sent; return instructions provided for the wrong model</li></ul>Scenario: Wrong Color or VariationExample: Ordered black equipment, received gray<ul><li>Contact support with order details and photos</li><li>We&apos;ll verify color availability and send correct variation</li><li>Instructions provided for returning the wrong color</li></ul>Scenario: One Item Wrong in Multi-Item OrderExample: Ordered 3 items, 2 are correct but 1 is wrong<ul><li>Specify in your email which item is wrong</li><li>We&apos;ll send only the correction for that one item</li><li>No need to return or address the correct items</li></ul><h3 id="timeline-expectations">Timeline Expectations</h3>Here&apos;s what to expect for resolution timing:<ul><li>Support response: 1-2 business days after you contact us</li><li>Verification process: Same day as response (support reviews and approves immediately)</li><li>Correct item processing: Order placed for correct item within 1-2 business days</li><li>Shipping timeline: Correct item ships in 1-2 weeks</li><li>Delivery: 5-7 business days after shipment</li></ul>Total timeline: Approximately 2-3 weeks from when you report the issue to receiving the correct item.<h3 id="common-questions">Common Questions</h3>Q: Will I be charged for the correct item?A: No. If we sent you the wrong item by mistake, there&apos;s no additional charge for sending the correct one. We cover all costs to fix our error.Q: Do I have to return the wrong item before receiving the correct one?A: No. We&apos;ll typically send the correct item first, then provide return instructions if needed. You won&apos;t have to wait for a return process to complete before getting what you ordered.Q: What if I already opened or used the wrong item?A: That&apos;s fine - we understand you needed to open the package to discover it was the wrong item. Follow our support team&apos;s instructions about what to do with it.Q: Can I just exchange it for something else I want instead?A: The wrong-item process is specifically for sending the correct item from your original order. If you&apos;d like to order a completely different product, contact support to discuss your options - this may require placing a new order.Q: What if I threw away the packaging for the wrong item?A: Don&apos;t worry. If we need the wrong item returned, we&apos;ll work with you on packaging options. The original packaging isn&apos;t always required.Q: I ordered from Costco/Walmart. Should I contact them or CENTR?A: It depends on your preference:<ul><li>Retailer return policy: Costco and Walmart have their own return/exchange policies that may be faster</li><li>CENTR support: We can also help with wrong items from retail purchases, but it may take longer</li></ul>Check the retailer&apos;s return policy first - it may be the quickest resolution.Q: What if multiple items are wrong in my order?A: List all wrong items in your email to support. We&apos;ll send corrections for everything that&apos;s wrong in a single shipment when possible.<h3 id="prevention-for-future-orders">Prevention for Future Orders</h3>To help ensure you receive the correct items in future orders:<ul><li>Double-check your cart before checking out</li><li>Review order confirmation email immediately after ordering</li><li>Verify shipping address is correct and complete</li><li>Check tracking updates to know when to expect delivery</li><li>Inspect packages upon delivery to catch issues early</li></ul><h3 id="still-need-help">Still Need Help?</h3>If you have questions about the wrong item you received or need assistance with the correction process:Email: service@centr.com Subject: &quot;Wrong Item Received - Order #[your order number]&quot; Response time: 1-2 business daysInclude in your message: Order number, what you ordered, what you received, delivery date, and photos of the wrong item.Our support team will guide you through the specific steps for your situation and ensure you receive the correct equipment as quickly as possible.

I received the wrong item. How do I exchange it?

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