Effective Date: July 16, 2026
Thank you for shopping at mexrais.live. We are committed to providing high-quality fitness equipment and ensuring customer satisfaction. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and the conditions for returns, refunds, and exchanges.
This policy complies with applicable European consumer protection legislation, including the Consumer Rights Directive (2011/83/EU) and relevant German consumer laws.
1. Right of Withdrawal (EU Consumers)
If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period begins on the day you, or a person designated by you (other than the carrier), receives the goods.
To exercise your right of withdrawal, please notify us before the withdrawal period expires using the contact details below.
2. Return Eligibility
To qualify for a return, the product must:
- Be returned within the applicable return period.
- Be unused except to the extent necessary to inspect the product.
- Be clean and free from damage caused by misuse.
- Include all original accessories, manuals, and components.
- Be returned in its original packaging whenever reasonably possible.
- Be accompanied by proof of purchase or order confirmation.
We reserve the right to reduce the refund amount if the value of the goods has diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
3. Items That Cannot Be Returned
Returns cannot normally be accepted for:
- Customized or made-to-order products.
- Products damaged through improper use, negligence, or unauthorized modification.
- Items showing excessive wear or misuse.
- Products missing essential parts or accessories not due to our error.
- Gift cards or digital products, where applicable.
- Products excluded by applicable law for hygiene or safety reasons after use.
Your statutory rights remain unaffected.
4. How to Request a Return
Before returning any product, please contact our customer support team.
Please include:
- Your order number.
- Your full name.
- A description of the issue.
- Photos of the product if it is damaged or defective.
Our team will provide return instructions and the appropriate return address if your request is approved.
5. Return Shipping
If you exercise your statutory right of withdrawal for reasons other than our error, you may be responsible for the direct cost of returning the goods unless otherwise required by law or agreed by us.
If the product is defective, damaged during delivery, or incorrect due to our error, we will arrange an appropriate solution, which may include covering reasonable return shipping costs where applicable.
Customers are encouraged to use a tracked shipping service when returning products, particularly for larger fitness equipment.
6. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
- A damaged item;
- A defective product;
- An incorrect product; or
- An item with missing parts,
please contact us as soon as possible after delivery and provide photographs where possible.
After reviewing the issue, we may offer:
- A replacement;
- Repair where appropriate;
- A refund; or
- Another suitable resolution in accordance with applicable consumer law.
7. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved:
- Refunds will be issued using the original payment method whenever possible.
- Refunds will include the purchase price and, where required by applicable law, any standard delivery charges.
- Processing times may vary depending on your payment provider.
8. Exchanges
We offer exchanges for products that are:
- Damaged during transport;
- Defective upon arrival;
- Incorrectly supplied.
If you wish to exchange a product for a different model or specification, please contact our customer service team to discuss available options.
9. Order Cancellation
Orders may be cancelled before they have entered processing or shipment.
If your order has already been dispatched, you may still exercise your statutory right of withdrawal in accordance with applicable European consumer law.
10. Large Fitness Equipment
Certain large fitness machines may require partial disassembly before being returned.
Please retain all original packaging until you are satisfied with your purchase, as it may be required for safe transportation.
11. Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any mandatory consumer rights granted under applicable European Union or German law.
12. Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us.
Website: mexrais.live
Company ：ADAP Fitness GmbH
Email: sales@mexrais.live
Phone: +49 282292231
Address:
Borgheeser Weg 310, 46446 Emmerich,DE