Return & refund policy
Last updated June 1, 2026
1. Scope
This policy covers items bought from the GYMTROX shop and gym packages purchased through GYMTROX (Pvt) Ltd. Payments are processed by licensed providers and refunded to the original method — card, Raast, bank account or mobile wallet. For Cash on Delivery, refunds are issued to a bank account or wallet you nominate.
2. Shop products — return window
You may return most shop products within 7 days of delivery. Items must be unused, in their original condition, with all packaging, tags and accessories intact. For hygiene and safety, opened supplements, nutrition products and personal-use items cannot be returned unless they arrived damaged or incorrect.
3. How to start a return
Email support@gymtrox.com or call our support line with your order reference (the PNR / invoice number on your receipt) and the reason for return. We will confirm the return address and, where applicable, arrange a pickup. Keep your receipt until the refund is completed.
4. Refund method & timing
Once we receive and inspect the returned item, approved refunds are issued to your original payment method within 7–10 business days (the time for the amount to appear depends on your bank or wallet provider). For prepaid card / Raast / wallet orders the refund returns to that account; for COD orders it is paid to your nominated bank account or wallet.
5. Damaged, wrong or missing items
If an order arrives damaged, incorrect or incomplete, report it within 48 hours of delivery with photos. We will arrange a replacement or a full refund including delivery charges — at no cost to you.
6. Gym packages & day passes
Unused day passes are refundable within 7 days of purchase. Monthly and longer memberships follow the partner gym’s refund policy shown at checkout; partial-use refunds are at the gym’s discretion. Manual packages you track yourself in the app involve no payment through GYMTROX and are not refundable by us.
7. Non-refundable items
TROX reward redemptions, gift items, and memberships consumed beyond the partner gym’s stated window are non-refundable. Delivery charges are non-refundable except where the return is due to our error or a damaged/incorrect item.
8. Cancellations
Shop orders can be cancelled for a full refund any time before dispatch — contact support as soon as possible. Once an order has shipped, the return process above applies.
9. Contact
Questions about a return or refund? Email support@gymtrox.com or use the details on our Contact page. This policy is governed by the laws of Pakistan; the courts of Karachi have jurisdiction.