REFUND POLICY
Returns Policy
RETURNING AN ONLINE ORDER IN NEW ZEALAND
Products that you have bought from our online store can be returned to any of our retail stores or by sending the item(s) back to our warehouse within 30 days of purchase. As with all returns, please make sure that the item/s haven't been worn or otherwise used and are in a saleable condition as new items along with all tags. Tags which are sewn or permanently attached to the product must still be attached in their original form and location.
Excluding faulty items, all returns must be in their original unworn and unused condition, with tags attached. All items (including faulty items) must be in a clean and hygienic state. Our New Zealand stores will accept your web return accompanied by your invoice.
Products which are returned to our NZ Warehouse or retail stores. Require an official completed returns form to be provided with the product. This way we know exactly what you'd like us to do. We can refund your purchase, repair the items (if possible) or exchange the item/s for something else.
We recommend using a tracked service so you can follow your package on it's way back to us.
Occasionally there are times when we may be out of stock for the new size or colour you are after. If we can't supply your new item/s we may offer alternatives for you to consider or refund you via your original payment method.
All gift card purchases, shipping, and service fees are non-refundable.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Titan Training Ground and the ProStore.nz. If the item is deemed faulty, postage and service fees for returning the item(s) will be refunded. Copies of the receipts for the postage of the returned goods are required with the return of the item(s).
We recommend that you send your package on a tracked service. Doing so will enable you to track the approximate location of your return. Titan Training Ground and the ProStore.nz are not liable for returns lost in transit.
Any exchanges will be sent back to the purchaser at our cost (to the value of the original transport fees). Additional transport costs will be met by the purchaser.
Returns Policy
Titan Training Ground – Refund Policy for Services
At Titan Training Ground, we are committed to delivering high-quality coaching, training, and support services across all of our programs. We value integrity, professionalism, and fairness in all dealings with our members. This policy outlines your rights and our obligations regarding refunds for services.
1. Our Commitment Under New Zealand Law
Under the Consumer Guarantees Act 1993 (CGA), you are entitled to receive services that are:
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Provided with reasonable care and skill;
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Fit for the particular purpose agreed upon;
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Completed within a reasonable time;
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Provided at a reasonable price (if not agreed in advance).
If we fail to meet any of these guarantees, you may be entitled to a remedy including re-performance of the service, a partial refund, or in some cases, a full refund.
2. Non-Refundable Services
Unless required by law, the following are non-refundable:
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Missed classes or sessions (including due to illness, injury, or change of mind);
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Partially used memberships, passes, or subscription periods;
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Special event or seminar tickets (unless cancelled by us);
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Expired gift vouchers or promotional credits;
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Services provided under free trials, promotional offers, or introductory pricing.
We encourage members to manage bookings, communicate cancellations early (where applicable), and make full use of our flexible scheduling options.
3. Refund Eligibility
A refund may be granted under the following circumstances:
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A service was not delivered as advertised or promised;
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A major failure occurred (e.g., a program was cancelled or materially changed without notice);
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You were charged in error or double-billed;
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A service was unsafe, defective, or not delivered with reasonable care and skill.
Refunds will be assessed on a case-by-case basis, and we reserve the right to offer:
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A full or partial refund;
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A service credit or class transfer;
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Re-performance or rescheduling of the service.
4. Process for Requesting a Refund
To request a refund, please:
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Email admin@titantrainingground.com with details of your request;
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Include your full name, contact information, and details of the service in question;
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Submit the request within 7 days of the issue arising.
We aim to respond to all refund requests within 5 business days.
5. Membership Cancellations
Our memberships are subscription-based and automatically renew unless cancelled.
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Cancellation must be submitted in writing (email or via your member portal).
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No refunds are provided for unused weeks after a billing period has started unless a valid legal or service-based reason applies.
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If a membership is cancelled early under a fixed-term agreement, a cancellation fee may apply (as outlined in your membership terms).
6. Exceptional Circumstances
In rare situations such as medical incapacity, bereavement, or relocation beyond 50km from our facility, we may offer discretionary refunds or credits. Documentary evidence may be required.
7. Event Cancellations or Postponements
If we cancel a class, event, or seminar:
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You will be offered a refund, credit, or rescheduled session.
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We will notify affected participants as soon as practicable.
8. Dispute Resolution
We are committed to resolving any concerns fairly and in good faith. If you are not satisfied with our response, you may seek independent advice or lodge a complaint with the Disputes Tribunal or Commerce Commission.
9. Policy Changes
We reserve the right to update this Refund Policy from time to time.
The latest version will always be available on our website and at our reception desk.