Contact information
1. Overview
Thank you for choosing our products.
All TRNR and Athletic Lab products are distributed by New Era Fitness Pty Ltd and sold exclusively through authorised retailers such as Big W.
Because all transactions occur through Big W, all returns, refunds, and exchanges are handled directly by Big W under their official Returns & Refunds Policy.
2. Purchases Made Through Big W
If you purchased your item from Big W (in-store or online), please contact Big W Customer Service for any return, refund, or exchange enquiries.
You can view their policy and contact details here:
Big W Returns & Refund Policy →
Big W Contact Us →
Please note:
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All refund and exchange requests must be lodged with Big W.
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Big W’s timeframes, proof-of-purchase requirements, and conditions apply.
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New Era Fitness Pty Ltd does not process returns or refunds directly.
3. Product Issues and Support
If you have a product issue (e.g. missing part, defect, or warranty concern), please contact Big W first so they can assist you under their procedures.
If Big W needs our assistance for product support or warranty assessment, they will liaise directly with us to resolve your case as quickly as possible.
4. Need More Information?
If your enquiry is about product specifications, care instructions, or general brand information — not related to a return or refund — please visit our Contact Page to get in touch with our team.
5. Summary
All returns, refunds, and exchanges for TRNR and Athletic Lab products must be managed through Big W.
We partner closely with Big W to ensure every customer receives timely support and product satisfaction.