This policy applies to all domestic and international orders. Product pages may carry additional product-specific information; where any conflict arises, this policy governs.

1. Return Eligibility

To be eligible for a return, your item must meet all of the following:

• Unused and in the same condition as received
• In its original, undamaged packaging
• No signs of wear, damage, or use
• Accompanied by proof of purchase (receipt or order confirmation)

Partial refunds may be granted for items not in original condition, or missing parts, where the damage or missing parts are not due to HAJEX's error.

2. Refunds

2.1 Standard Refund Process

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued as store credit within 2–5 business days.

2.2 When You Receive a Full Refund Instead

The store credit and restocking terms above apply to change-of-mind returns and cancellations. They do not apply where HAJEX changed the terms after you ordered.

You will receive a full refund to your original payment method, with no restocking fee and no store credit condition, in the following situations:

• We advised you that actual shipping, duty, customs or brokerage costs exceeded our estimate, and you chose to cancel rather than proceed (see Shipping Policy, section 3.2);
• You selected the freight quote option at checkout and declined the quote we provided (see Shipping Policy, section 2.3);
• We are unable to fulfil your order, cancel it ourselves, or cannot ship to your address;
• The item was not delivered and the carrier has confirmed the shipment as lost.

In these cases the full amount you paid — including shipping and any prepaid duties — is returned to you. You are never penalised for declining a cost that was not quoted to you at checkout.

2.3 Late or Missing Refunds

If your refund or store credit has not appeared within 5 business days of approval, please contact us at support@hajex.com.

3. Exchanges

Exchanges are available only for items that are defective or significantly damaged. To initiate an exchange, email support@hajex.com and return the item to the address provided by our dispatch team.

3.1 Cosmetic Imperfections & Manufacturing Tolerance

HAJEX applies a 1–5% tolerance for minor cosmetic imperfections arising from mass production, transportation, or handling. This includes small scratches or scuff marks, minor paint chips or inconsistencies, surface manufacturing marks, and packaging wear.

Such imperfections are inherent to heavy fitness equipment (dumbbells, barbells, weight plates, benches) and do not constitute defects. HAJEX does not receive warranty coverage from its manufacturing facilities for cosmetic issues. If a product functions as intended, cosmetic wear is not a valid basis for exchange or refund.

Cosmetic imperfections up to 5% of surface area, or measuring under 3 inches in any dimension, are considered within tolerance and are not eligible for exchange or refund.

3.2 Warranty Assessment

All warranty claims, replacement eligibility, and resolutions are assessed by HAJEX based on: product condition at the time of the claim; available photographic or physical evidence; manufacturer policies and inventory availability; and applicable consumer protection laws.

All replacements are subject to stock availability. Shipping costs for both the return and the replacement are the responsibility of the client unless otherwise agreed in writing.

3.3 Minor Component Damage (Approved Claims)

For approved claims involving minor component issues — such as broken pins, cradle damage, cracked plastic parts, or discoloration — HAJEX will liaise with the manufacturer to source replacement parts. Once received, the client is responsible for pickup from one of our locations, or may request a shipping label at their own cost.

While our locations may assist without charge where feasible, free shipping for replacement parts cannot be guaranteed across Canada and the USA due to carrier rate variability.

3.4 Product Appearance, Styling & Batch Variations

Product shape, finish, logo placement, or packaging may differ slightly from website images due to manufacturing updates, supplier changes, or production batches. If you have specific appearance requirements, please contact us before placing your order.

Minor variations in appearance, styling, or packaging do not automatically qualify for a refund or replacement unless the product materially differs from its advertised functionality or weight specifications.

HAJEX sources products across multiple manufacturing batches. Minor variations in labelling style, font type, or surface finish — including raised versus printed lettering, or matte versus gloss coating — are considered acceptable product characteristics and are not defects. These variations have no effect on weight accuracy, structural integrity, or performance.

3.5 Sets & Multi-Unit Orders

The above also applies to sets and multi-unit orders (weight plate sets, dumbbell pairs, racks). Sets are assembled from available inventory which may span more than one production batch. Individual units within the same order may therefore display different labelling styles or surface finishes. This is not a fulfillment error — all units meet the same weight specifications and quality standards. By purchasing a set or pair, customers acknowledge that minor visual differences between units may exist due to batch sourcing.

4. Restocking Fee

No restocking fee is charged where:

• The product is confirmed faulty due to a manufacturer defect; or
• The cancellation falls under section 2.2 above.

For all other change-of-mind returns or cancellations, a restocking fee of up to 35% may apply.

5. Cancellations & Change of Mind

Cancellations before delivery are accepted. For change-of-mind cancellations, store credit is issued and the following fees apply:

• Restocking fee: up to 35%
• Storage fee: $3/day after the first 2 business days for uncollected orders
• Credit/debit processing fees are non-refundable: approximately 3% for Canadian cards, 5.1% for US cards

These fees do not apply to cancellations under section 2.2, which are refunded in full to the original payment method.

6. Shipping Costs, Duties & Order Acceptance

Shipping is calculated at checkout from the weight of your order and the delivery region, in both Canada and the United States. Full details are in our Shipping Policy.

US orders ship DDP: import duties, customs clearance and brokerage are prepaid by HAJEX and included in the shipping amount shown at checkout. Nothing further should be payable on delivery.

Placing an order does not guarantee fulfillment or shipment. Stock availability, delivery location, and carrier serviceability may prevent us from completing an order.

If the actual shipping, duty or customs cost on your order comes in materially higher than our estimate, our dispatch team will contact you before the order ships. You may then choose to proceed as-is, share the difference, adjust the order weight or contents, or cancel. If you cancel for this reason, you receive a full refund to your original payment method with no restocking fee. We will never charge an additional amount to your card without your explicit approval.

7. Final Sale Items

Final Sale items are non-refundable. A Final Sale item is defined as any product where the selling price has been permanently reduced from its original price (for example, an item originally priced at $35, reduced to $25 as a final sale).

Sale items purchased during a promotional event may still qualify for warranty claims but are not eligible for change-of-mind returns.

8. Warranty Claims & Return Shipping

Valid warranty claims must be submitted within 30 days of receipt. A prepaid return shipping label may be provided, or you may book your return via https://www.hajexbolt.com.

Claims are processed within 7–10 business days of receiving the returned item. Delivery delays caused by circumstances beyond our control (carrier strikes, port delays, customs inspection) do not extend the warranty claim window — the claim must still be submitted within 30 days.

Once a warranty claim is confirmed, you will receive one of the following:

1. Store credit refund
2. Replacement item (subject to stock availability — shipping is not covered)

8.1 How to Return

• Mail to the address provided by our dispatch team, or bring to our approved store location
• Use the prepaid return label if provided — print it on any printer, ensure the barcode is visible, and protect the label in a plastic sleeve
• Ensure the return packaging matches the original in size and weight balance

Return address: 10051–10061 Rue Mirabeau, Anjou, QC H1J 1T7

8.2 Pickups & Site Visits

Pickups and site visits are by prior arrangement only. Our locations are working warehouses — staff may be out on delivery, on break, or away without notice, and posted hours do not guarantee someone is on site. Please call or email on the day you plan to visit and wait for confirmation before travelling. HAJEX is not responsible for costs arising from unannounced visits.

9. Gift Returns

If the item was marked as a gift and shipped directly to you, you will receive store credit for the value of the return once the item is received.

If the item was not marked as a gift, or was shipped to the gift-giver first, the refund will be issued to the original purchaser. Contact us to discuss exceptions.

10. Contact Us

Trade name: HAJEX Fitness
Phone: +1-855-396-9333
Email: support@hajex.com
Address: HAJEX Fitness, 10051–10061 Rue Mirabeau, Anjou, QC H1J 1T7, Canada

Please allow up to 2 business days for a response to emails or voicemails. Offices are closed on weekends — response times may be longer.

See also our Shipping Policy for delivery terms, duties, damaged parcel claims, and transit information.

Nothing in this Refund Policy limits or excludes any rights or remedies available to consumers under applicable consumer protection laws in their province, state, or country of residence.