I received damaged equipment. How do I return it?Updated 2 months ago

Important: Damaged Equipment is Handled Through Warranty, Not Returns

If your CENTR fitness equipment arrived damaged or broke during use, you don'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'll send the replacement parts directly to you.

How the Warranty Replacement Process Works

When equipment arrives damaged or breaks due to a manufacturing defect, here's what happens:

1. You contact our support team with photos of the damage
2. We verify your warranty coverage based on your purchase date
3. We ship replacement parts to you at no charge (if under warranty)
4. You keep the damaged equipment - no need to ship anything back to us

This process is much faster than traditional returns and gets you back to your workouts sooner.

Step-by-Step: Filing a Warranty Claim for Damaged Equipment

Step 1: Gather Required Information

Before contacting support, have the following ready:

• Serial number - Located on a sticker on your equipment's main frame
• Purchase date - From your order confirmation or receipt
• Photos of the damage - Take 2-3 clear photos from different angles showing the issue
• Product model - Example: FT2, M5, Centr Home Gym, Walmart Workout Kit
• Shipping address and phone number - Where to send replacement parts
• Proof of purchase (recommended) - Receipt, order confirmation, or invoice

Step 2: Contact Support

Email: [email protected]

Subject line: "Warranty Claim - [Your Product Name]"

In your email, include:

• Description of the damage (what part is broken, frayed, cracked, or unusable)
• When the damage occurred (on arrival or during use)
• All the information from Step 1
• Attach your damage photos

Phone (optional): 714-738-1729 (Monday-Friday, business hours Pacific Time)

Step 3: Warranty Verification (1-2 Business Days)

Our support team will verify:

• Your purchase date to confirm warranty coverage
• That your serial number is valid
• That the damage is covered under warranty
• Whether shipping is free or has a small fee

You'll receive a verification email within 1-2 business days letting you know if your claim is approved.

Step 4: Replacement Parts Ship to You

Once approved, here's what happens:

• We process your replacement order (you'll receive a confirmation number like "SO#161021")
• Parts ship within 1-2 weeks (we do our best to expedite)
• You receive tracking information via email when parts ship
• Standard delivery takes 5-7 business days after shipment
• No return of damaged parts required unless specifically requested

Total timeline: Approximately 2-3 weeks from initial contact to receiving replacement parts.

Warranty Coverage and Costs

If you purchased within the last 2 years:

• ✅ Free replacement parts
• ✅ Free shipping
• Confirmation: "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."

If you purchased 1-2 years ago:

• ✅ Free replacement parts (covered under 1-year warranty)
• ❌ You pay shipping only (typically $15-$20)
• You'll need to approve the shipping cost before we process the order

If you purchased over 1 year ago (out of warranty):

• Parts are still available for purchase
• You pay for the part plus shipping
• Common part costs: Cables $20-$40, Straps $20, Handles $20, Seat pads $60
• Support will provide a quote with exact pricing

What Damage is Covered Under Warranty?

Covered (manufacturing defects and quality issues):

• Broken, frayed, or split cables
• Defective straps, handles, pulleys, or brackets
• Malfunctioning components (consoles, adjustment mechanisms)
• Equipment damaged during original shipping (report within 7 days)
• Parts missing from original delivery (report within 30 days)

Not covered:

• Normal wear and tear from extended use (cables wearing out after 2+ years)
• Damage from misuse, accidents, or exceeding weight limits
• Cosmetic damage that doesn't affect function (scratches, scuffs)
• Lost or stolen parts
• Equipment used outdoors (unless rated for outdoor use)

If Your Equipment Arrived Damaged

If damage occurred during shipping, take these additional steps:

1. Don't fully unpack if the box is visibly damaged
2. Take photos of both the damaged packaging AND the damaged equipment
3. Report within 7 days of delivery to [email protected]
4. Subject line: "Shipping Damage - Order #[your order number]"
5. Include delivery date and tracking number

We'll coordinate with the shipping carrier to file a claim and send replacement parts or equipment as needed.

Common Questions

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: "This is the third time this part has broken." 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'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's usually on the rear frame member or base. Format is typically like "4-20-09-397540". If you can't find it, email a photo of your equipment to [email protected] and they'll guide you to the typical location for your model.

Q: What if I don'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.

Out-of-Warranty Options

If your equipment is over 1 year old, parts are still available for purchase:

1. Request a quote from [email protected] with your model, serial number, and needed part
2. Receive pricing - Part cost + shipping estimate
3. Approve order by replying to confirm
4. Receive invoice within 2-3 business days with secure payment link
5. Pay invoice through the secure portal
6. Parts ship within 1-2 weeks after payment

Total timeline for out-of-warranty parts: Approximately 3-4 weeks from quote request to delivery.

Still Need Help?

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: [email protected] (primary contact - fastest response)
Phone: 714-738-1729 (Monday-Friday, business hours Pacific Time)
Response time: 1-2 business days

Have ready: Serial number, model, purchase date, photos of damage, and shipping address for replacement parts.