At RPM Power, customer satisfaction is our highest priority. We are committed to supporting you with any product-related concerns that may arise. While it is inevitable that issues may occasionally occur, our warranty policy is designed with a customer-focused approach to ensure a fair and efficient resolution.
Although our warranty operates on a back-to-base structure, our team will always make every effort to resolve matters remotely before requesting a product return. As an initial step, our technicians will provide guidance and troubleshooting support via phone, email or video consultation. Only if the issue cannot be resolved through these methods will we request that the product be returned to us for further assessment and diagnosis. For additional details, please refer to the information outlined in our back-to-base warranty policy below.
Back-base warranty
RPM Power provides a back-to-base warranty on all products. This means that if a service or repair is required, it is the customer’s responsibility to get the product to RPM Power. Once RPM Power receives the product, we diagnose the issue(s):
- If issues have occurred as a result of incorrect manufacturing and the product is still within its warranty period, the product will be repaired and shipped back to the customer free of charge. In this case, RPM Power covers all repair, shipping and/or collection fees associated with the return, including the original cost incurred to the customer for getting the product to us (this cost will only be reimbursed in cases where a valid receipt of shipping/collection cost is provided).
- If issues have occurred as a result of negligence or improper use, maintenance or assembly by the customer, it is the responsibility of the customer to cover all fees associated with the return, regardless of whether the product is within its warranty period.
RPM Power offers Repairs and Servicing for any product that requires repair and is not covered by warranty. Repairs and servicing will be carried out by our in-house Product Technicians for a fee.
Where possible, RPM Power can help to organise courier collection of items from the customer for a small fee.
Voided warranty
The warranty covering your RPM Power product will be immediately made void in the following cases:
- Malicious damage or improper use
If the product is deliberately damaged, mishandled or used in a way that does not align with its intended purpose, the warranty will no longer apply. Unacceptable levels of care or signs of misuse include, but are not limited to product rusting, visible prolonged uncleanliness, overloading on product maximum capacities, disregard for product specifications, overuse on replaceable parts (e.g. cables), exposure to unsuitable environments or moisture, or use of incompatible accessories.
- Insufficient maintenance
Your RPM Power product requires regular care to ensure its safe and efficient performance. Ongoing maintenance services are not provided by RPM Power and it is the responsibility of the customer to ensure maintenance guidelines are adhered to. Failure to clean, lubricate, or otherwise maintain the equipment as outlined in the user manual or on our Maintenance Guide will void the warranty.
- Carrying out modifications that were not advised by us
Any alteration, adjustment or repair carried out without prior consultation with RPM Power will invalidate your warranty. This includes using non-approved parts, altering the structure of the equipment or any DIY modifications that cmpromise the integrity of the product.
- Use of home-use equipment in commercial setting
Products specifically designed for home use are not suitable for use in gyms, studios or other commercial facilities. Using home-use equipment in a commercial environment puts it under excessive strain and voids the warranty immediately.
- Product sold as clearance/bargain bin items
Items sold as clearance, ex-display or bargain bin products are excluded from our standard warranty. These products may carry minor imperfections or be discontinued models and are therefore sold at a reduced price without warranty coverage. Further information on products sold under these conditions can be found in our returns policy.
RPM Power has the right to determine what constitutes acceptable due care, and whether this has been met or not. This is based on a visual inspection by a member of our team.
Assistance when warranty has elapsed
At RPM Power, we value our customers and are more than happy to assist a customer with any product issues they may experience after the warranty period has elapsed or if it has been voided.
Equipment Repairs and Servicing: We offer a service for RPM Power products that can benefit from a repair. Repairs and servicing will be carried out by our in-house Product Technicians for a fee and can be performed either at the RPM Power offices or on-site as part of a call-out service. Visit our Equipment Repairs and Servicing page to learn more or reach out to our Support Team to get a price quote for your repair.
Spare parts: We generally have spare and replacement parts available for all of our products. These can be purchased from us and we will assist you as best as possible with the installation of these parts.
Quality control
At RPM Power, we implement rigorous quality control checks throughout the manufacturing process to ensure our products meet the highest standards. While we expect all items to arrive in perfect condition, occasional human errors may result in minor manufacturing defects. In cases such as this, RPM Power will work with you to remedy any issues as best we can. Any replacement parts implemented, or modifications made at the request of RPM Power will not affect the warranty terms of the product in question.
Cosmetic blemishes
RPM Power reserves the right to refuse warranty claims in circumstances where slight cosmetic blemishes are apparent on a product. In many cases, particularly concerning large products, RPM Power pre-builds equipment to ensure it meets quality standards. This is an important part of our manufacturing process and can result in minor cosmetic blemishes on the equipment. Cosmetic blemishes can also can occur during shipping/delivery. In general, cosmetic blemishes do not impact the structural integrity or functionality of the product and are therefore not covered under warranty. RPM Power cannot offer compensation and/or exchanges for items that show any signs of slight scratches, marks or other light cosmetic damages. If a customer wishes to replace a part for cosmetic reasons, we can facilitate a replacement at a cost. RPM Power retains the right to determine what constitutes light cosmetic damage on a product.
