Refund policy

1. Overview

Thank you for choosing our products.
All TRNR and Athletic Lab products are distributed by New Era Fitness Pty Ltd and sold through authorised retail partners such as Big W.

As all transactions are completed through Big W, returns and refunds are subject to Big W’s official Returns & Refunds Policy.

2. Purchases Made Through Big W

If you purchased your item from Big W (in-store or online), please follow their standard returns procedure.

For complete information, visit:
Big W Returns & Refund Policy →

Please note:

  • All refund or exchange requests must be made directly through Big W.

  • Big W’s terms, timeframes, and conditions apply to all returns and refunds.

  • Proof of purchase may be required.

3. Product Issues and Support

If you experience a product defect, missing part, or performance issue, please contact Big W Customer Service or reach out to us for assistance.

We can help coordinate product support, troubleshooting, or warranty assessment where applicable.

Contact our support team:
help@athleticlab.co

4. Warranty Claims

All products are manufactured to meet high quality standards.
In the rare event of a fault, we will work with you and the retailer to ensure the issue is resolved promptly and fairly in line with Australian Consumer Law.

5. Important Notes

  • We do not process direct returns or refunds for products purchased via Big W or other retailers.

  • Products purchased elsewhere (Amazon, other marketplaces, etc.) must follow that retailer’s return procedure.

  • Always retain proof of purchase and original packaging for any claims or enquiries.

6. Contact Us

If you’re unsure how to proceed or need product-specific support, please contact us:

New Era Fitness Pty Ltd
Email: help@athleticlab.co