Refund policy
How to return a product, what you’re entitled to, and your rights depending on where you live. Select your region to see what applies to you.
Regions:
Contents
- Overview
- Return Windows by Product
- How to Start a Return
- Faulty or Damaged Goods
- Your Regional Rights
- Contact Us
1. Overview
Refunds and returns are only available for products purchased directly through buy.myzone.org. If you purchased your Myzone product through a gym, club, or third-party retailer, please contact that retailer directly; their own return policy applies.
Because we send orders to our fulfilment partner immediately, we’re usually unable to stop an order once it’s placed. If you change your mind, please wait to receive your order and then follow the returns process below. This does not affect any statutory right to cancel you may have — see Section 5.
The rights available to you depend on where you ordered from. Our standard return windows are set out below, and your local statutory rights, which may provide additional protections, are explained in Section 5. Where there is a conflict, your statutory rights always take precedence.
For information about shipping and delivery, see our Shipping Policy.
2. Return Windows by Product
The following return windows apply from the date of delivery across all regions, subject to your local statutory rights which may provide additional protections, see Section 5.
| Product | Unused / Unopened | Used / Opened |
|---|---|---|
| Myzone Switch 2.0 | 30 days | 14 days |
| Myzone Max | 30 days | 14 days |
| MZ-Switch | 30 days | 14 days |
| Chargers | 30 days | 14 days |
| MZ-1 Belt | 30 days | 14 days |
| MZ-3 Belt | 30 days | 14 days |
| MZ-60 Watch | 30 days | 14 days |
| MZ-20 Scale | 30 days | 14 days |
| Sport Bra | 30 days | 14 days |
| Compression T-Shirt | 30 days | 14 days |
| Replacement Straps | 30 days | 14 days |
Please note: Because we send orders to our fulfilment partner immediately, we’re usually unable to stop an order once it’s placed, but this does not affect any statutory right to cancel you may have (see Section 5). If you have changed your mind, please wait to receive your order and then follow the returns process below. Shipping and handling fees are non-refundable, unless goods are faulty or you are entitled to a full refund under your statutory rights.
Refunds will be issued to your original payment method providing your return includes your designated RMA number. We may reduce your refund if a used item has been handled beyond what is necessary to inspect it.
3. How to Start a Return
To begin the returns process, contact our support team at [email protected] with the following information:
- The item(s) you wish to return
- Your order number
- The email address used when placing your order
Our team will confirm eligibility and guide you through next steps. We aim to respond within 10 working days. Once a return is confirmed, you will be responsible for return shipping costs unless the goods are faulty or you are exercising a statutory right to cancel — in which case return costs are covered by Myzone.
Refunds will be processed within 14 days of us receiving the returned goods (or evidence that they have been sent).
If you are a consumer in the EU or EEA (including Spain and Portugal), you can also exercise your right of withdrawal directly using our online withdrawal form or the model withdrawal form, without giving a reason and without waiting to contact us. We will confirm receipt of your withdrawal to you by email. See your regional section in Section 5 for full details.
4. Faulty or Damaged Goods
All Myzone products are sold with a guarantee that they conform to their description and are free from defects at the time of delivery. If your product arrives damaged or develops a fault, please contact us. Your rights will depend on your region (see Section 5), but we will always work to resolve the issue.
In addition to your statutory rights, Myzone provides the following limited product warranties globally:
- Belt (strap only): 90 days
- Belt module / heart rate monitor: 12 months
- Watch: 12 months
Warranty coverage excludes fair wear and tear, accidental damage, misuse, or unauthorised modification. To report a fault, contact [email protected].
5. Your Regional Rights
Your consumer rights and the Myzone entity you are contracting with depend on where you live. Expand your region below for the details that apply to you.
United Kingdom (Myzone Group Limited)
England – Scotland – Wales – Northern Ireland – Isle of Man – Channel Islands
Myzone Group Limited
21–23 Castle Gate, Merchants Court, Suite 305, Third Floor, Nottingham, NG1 7AQ, United Kingdom. Company No. 9634208. VAT No. GB 003 3396 13.
Statutory Right to Return (UK)
Under the Consumer Contracts Regulations 2013, you have a statutory right to return your order within 14 days of receiving your goods, without giving a reason. Please note that orders cannot be cancelled once placed — if you wish to exercise this right, you must wait to receive your goods and then contact us to begin the returns process.
You must return goods within 14 days of notifying us. You are responsible for return shipping costs unless the goods are faulty. We will refund your original purchase price plus standard outbound delivery within 14 days of receiving the return.
Faulty Goods
You are protected under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund. Within the first 30 days you have the right to a full refund.
Governing Law
Your contract is governed by English law. You may bring proceedings in the courts of England and Wales, Scotland, or Northern Ireland depending on where you live. Your statutory rights are not affected by this policy.
European Union (Myzone (Europe) GmbH)
Covers: Estonia · France · Germany · Ireland · Netherlands
Myzone (Europe) GmbH | De-Saint-Exupéry-Straße 10, 60549 Frankfurt am Main, Germany.
Right of Withdrawal (EU)
Under the EU Consumer Rights Directive, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason.
Because we send orders to our fulfilment partner immediately, we may be unable to stop an order that is already being prepared or shipped. This does not affect your right to withdraw. If your order has already shipped, you may refuse the delivery or return the goods to us once received, and we will refund you.
To withdraw, notify us using our online withdrawal form, the model withdrawal form, or any other clear statement, at: [email protected].
Return the goods within 14 days of notifying us. You are responsible for the direct cost of return shipping unless the goods are faulty. We will refund the full purchase price plus standard delivery costs (we may retain any extra cost of a premium delivery option you chose) within 14 days of receiving the returned goods, or of your proof that you have sent them, whichever is earlier.
Faulty Goods
Under EU law you are entitled to a minimum 2-year legal guarantee on all goods. If a product is defective or not as described, you may request a repair, replacement, price reduction, or refund. Defects appearing within the first 12 months are presumed to have existed at delivery.
Governing Law
Your contract is governed by the law of the EU member state in which you reside. You may bring proceedings in the courts of your country. EU mandatory consumer protection laws always apply.
Iberia (Myzone Iberia S.L.)
Covers: Spain · Portugal
Myzone Iberia S.L. Carrer de Menorca 19, 46023 València, Valencia, Spain.
Statutory Right to Return (Spain)
Under Spanish consumer law, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason.
Because we send orders to our fulfilment partner immediately, we may be unable to stop an order that is already being prepared or shipped. This does not affect your right to withdraw. If your order has already shipped, you may refuse the delivery or return the goods to us once received, and we will refund you.
To withdraw, notify us using our online withdrawal form, the model withdrawal form, or any other clear statement, at: [email protected].
Return the goods within 14 days of notifying us. You are responsible for the direct cost of return shipping unless the goods are faulty. We will refund the full purchase price plus standard delivery costs (we may retain any extra cost of a premium delivery option you chose) within 14 days of receiving the returned goods, or of your proof that you have sent them, whichever is earlier.
Faulty Goods
Under Spanish law (Real Decreto Legislativo 1/2007, as amended), you are entitled to a minimum 3-year legal guarantee on goods. If a product is defective, you may request repair, replacement, price reduction, or refund. Defects appearing within the first 2 years are presumed to have existed at delivery.
Governing Law
Your contract is governed by Spanish law. You may bring proceedings in the courts of Spain. Your mandatory rights under Spanish consumer protection law always apply.
United States & Canada (Myzone Inc)
Myzone Inc 1755 Park St., Suite 200, Naperville, Illinois 60563, United States.
Returns
There is no federal statutory right to return a distance purchase in the US. However, Myzone offers the voluntary return windows set out in Section 2. Orders cannot be cancelled once placed. Please wait to receive your goods and then follow the returns process. You are responsible for return shipping costs unless the goods are faulty or not as described.
Faulty Goods
Products are sold with an implied warranty of merchantability under applicable US state law. If your product is defective or develops a fault covered by our warranty (see Section 4), please contact us, and we will repair, replace, or refund at our discretion.
Dispute Resolution
Any dispute arising from your purchase is governed by the laws of the State of Illinois. Disputes must be resolved through binding individual arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. You waive any right to participate in class action proceedings.
Australia & New Zealand (Myzone (APAC) Pty Ltd)
Myzone (APAC) Pty Ltd 18 Sangiorgio Court, Osborne Park, Western Australia 6017, Australia.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.
New Zealand Customers
New Zealand customers are protected under the Consumer Guarantees Act 1993 and the Fair-Trading Act 1986. Products must be of acceptable quality, fit for purpose, and match their description. If they are not, you may be entitled to a repair, replacement, or refund.
Returns
In addition to your statutory rights, Myzone offers the voluntary return windows set out in Section 2. Contact [email protected] or use our web form to begin a return.
Governing Law
For Australian customers, your contract is governed by the laws of Western Australia. For New Zealand customers, the laws of New Zealand apply. Your mandatory statutory rights always prevail.
Contact Us
For all returns and refund enquiries, please reach out to our global support team through [email protected] or through our website here. We aim to respond within 10 working days.