WARRANTY PARTS & DEFECTIVE ITEMS
If a shipped item arrives and appears to be damaged, please fill out the online claim form at OrderSupport.ca. If an item is defective, DO NOT simply send it back to us. Send pictures / videos to service@treadmillfactory.ca and The Treadmill Factory will assess and evaluate the situation to make sure that the item is defective and not improperly assembled or misused. Please note that The Treadmill Factory is a distributor and retailer of fitness equipment. We rely on our manufacturing partners to uphold the warranty aspect of the service should the need arise. Manufacturers often use authorized third-party service providers to assess and repair the equipment. The Treadmill Factory will facilitate the administration portion of the service where it is necessary to do so. Units that may have defects either out of box or in the field may have a labour warranty that will cover a technician’s visit. The Treadmill Factory does not refund, exchange or remove product that is repairable. Should a unit be deemed unrepairable, the transportation cost will be the responsibility of the purchaser. The Treadmill Factory reserves the right to (i) send parts and (ii) replace a defective part. Parts from Canada: Replacement parts are available to be picked up in Markham, ON. It is the end user’s responsibility to arrange the delivery or pick up of warranty or faulty parts or products. Parts from the U.S.: Parts that are shipped from the U.S are shipped directly to the customer. Customers are responsible for the cost of duty, broker or shipping charges associated. Labour: for in-home labour dispatch fees apply. Labour is covered in-shop at 505 Cochrane Dr. Markham, Ontario. *A manufactures warranty covers defects associated to defects in workmanship. Warranties exclude wear and tear items such as walking belts, cosmetic parts, worn decks, DC motor brushes, bike cranks, pedals, seats, neoprene handles and any other parts that are in need of replacement as a result of wear/usage. A warranty only covers parts that are attributed to defects in workmanship as a result of the manufacturing process. Warranty also becomes void if proper maintenance is not performed or the wrong type of lubricant is used (for treadmills). Mis assembly of units is also not a warranty related issue and proper charges will apply for corrective measures.
