Refund policy

Returns & Refunds

Every return starts with a conversation. Contact us first — always.

Email us at hello@rolenva.com with your order number and what’s going on, and we’ll take it from there.

Items shipped back to us without an approved return request cannot be accepted or refunded. This applies to every situation, including a defect or damage.

Why this matters (please read before shipping anything back)

A treadmill is not a normal parcel. Sending one back means partially disassembling the unit, fitting it into the original carton, and seating the protective foam correctly so nothing shifts during transit. Get that wrong and the deck, the console, or the frame arrives damaged — and freight carriers do not cover damage caused by inadequate packaging.

Please don’t ship a treadmill back on your own initiative. Contact us first and we’ll walk you through exactly how to take it down, protect it, and pack it. That conversation is the difference between a clean refund and a damaged machine nobody can refund.

If a returned treadmill is damaged or lost in transit because it was not properly disassembled, protected, and packed, that loss is the customer’s responsibility.

And often you won’t need to ship anything at all — a replacement part usually gets you running again faster than a return-and-rebuy would. That’s another reason to talk to us first.

Return window

You have 30 days from delivery to contact us and request a return.

If something’s wrong vs. if you’ve simply changed your mind

If your treadmill has a defect, damage, or a malfunction — we’ll make it right. That’s a promise, not a maybe. Reach out to our support and technical team with a few photos or a description of what’s happening, and we’ll get you a solution. In many cases a replacement part fixes it quickly; when something genuinely can’t be repaired, we arrange a replacement. Most quality issues never require shipping the whole machine back at all. Start with a message — we’ll take it from there and find the right fix for your specific situation.

If you’ve changed your mind — it doesn’t fit the space, you no longer need it — return shipping is yours to cover. Treadmill freight isn’t cheap and the cost depends on where you are. We’ll quote you the exact amount up front, so you can decide with a real number in front of you rather than a surprise on your card.

Condition

To be refundable, the unit needs to come back unused or lightly used, complete with every part and accessory, and repacked in its original box with the original foam inserts.

Please keep the box until you’re certain you’re keeping the treadmill. A treadmill shipped without its original packaging arrives damaged — that’s not a maybe, it’s what happens — and we can’t refund a unit that comes back damaged.

Damages and issues

Inspect your order when it arrives and contact us right away if anything is defective, damaged, or wrong. The sooner we hear from you, the more options we both have.

Discount codes

Using a discount code (including WELCOME15) does not affect your return rights. A discounted order is returnable on exactly the same terms as any other, and you’ll be refunded what you actually paid.

Non-returnable

Gift cards.

Exchanges

The fastest route is to return the item you have, and once the return is approved, place a new order for what you want.

Refunds

Once we’ve received and inspected your return, we’ll let you know whether the refund is approved. If it is, you’ll be refunded to your original payment method within 10 business days. Your bank or credit card company may take additional time to post it.

If more than 15 business days have passed since we approved your return and you still haven’t seen the money, contact us at hello@rolenva.com.