REFUND &
RETURN POLICY.

Last updated: April 8, 2026

1. General Return Window

Shoppers may request a return within 14 days of the delivery date unless the seller's listing specifies a longer window. Some sellers offer 30-day returns — check the product listing for seller-specific policies.

To initiate a return, email app@joinfitr.com with your order ID, the item(s) you wish to return, and the reason for the return.

2. Eligible Returns

The following items are eligible for return:

• Items that arrived damaged, defective, or broken
• Items that were not as described in the listing
• Wrong item received
• Items that were lost in transit (never delivered)
• Sealed, unopened items returned within 14 days

3. Non-Returnable Items

The following items are generally not eligible for return:

• Opened supplements, powders, or consumable products (for health and safety reasons)
• Worn or washed apparel
• Items marked "Final Sale" or "Non-Returnable" in the product listing
• Personalized or custom-made items
• Digital products or downloads

4. Return Process

1. Email app@joinfitr.com with your order ID and return reason.
2. FITR will contact the brand seller on your behalf and confirm eligibility.
3. If approved, you will receive return shipping instructions.
4. Ship the item back in its original packaging where possible.
5. Once the seller confirms receipt, your refund is processed within 5–10 business days.

5. Return Shipping Costs

• Seller error (wrong item, defective, damaged): Seller covers return shipping.
• Buyer's remorse (changed mind, ordered wrong size): Buyer covers return shipping unless the seller offers free returns.

6. Refund Timeline

Once a return is approved and the item is received by the seller:

• Refunds are issued to the original payment method within 5–10 business days.
• Credit card refunds may take an additional 3–5 business days to appear on your statement depending on your bank.
• Original shipping charges are non-refundable unless the return is due to seller error.

7. Damaged or Lost in Transit

If your order arrives damaged or does not arrive at all:

• Email app@joinfitr.com within 7 days of the expected delivery date.
• Include photos of any damage and your order ID.
• We will work with the seller and carrier to resolve the issue within 5 business days.
• If unresolved, FITR will issue a full refund or replacement at no cost to you.

8. Seller-Fulfilled Returns

All products on FITR are sold and fulfilled by independent brand sellers. FITR acts as the marketplace platform. While sellers are contractually required to honor valid returns under the Brand Seller Agreement, FITR monitors compliance and will intervene if a seller fails to process a valid return.

If a seller refuses a valid return or becomes unresponsive within 5 business days, contact FITR directly and we will issue the refund on their behalf and take appropriate action against the seller's account.

9. Chargebacks

We strongly encourage you to contact us at app@joinfitr.com before initiating a chargeback with your bank. We can typically resolve issues faster than the chargeback process, which can take 30–90 days. Frivolous chargebacks may result in account suspension.

10. Brand Seller Subscriptions

The $19/month brand account subscription fee is non-refundable. If you cancel your brand account, your listings remain active until the end of the current billing period but no partial refunds are issued for unused time. See the Brand Seller Agreement for full details.

11. Contact Us