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Market Leading Warranties

Peace of Mind Service


A fitness equipment is a huge investment for anybody, and the best way to protect it is with proper maintenance and a good warranty. Though our ranges are world renowned for their quality and reliability, we still go the extra mile to offer market leading warranty on our product ranges for your peace of mind so when on the rare occasion issues occur we are prompt and efficient to resolve. 

All warranties repair work is carried our service agents at our depot in London.

If you are outside a UK Mainland delivery address please contact us before purchase to discuss your options.

Warranty Terms and Conditions

1. Cardio Equipment installed and registered is valid for the full warranties detailed on the relevant product page.

2. Product not registered within 30 days is subject to a maximum of 12 month warranty.

3. Please keep your original receipt / proof of purchase.

 

What's included in Peace of Mind: Maintenance?

Warranty covers all manufacturing faults for the time period detailed. We can provide assistance on the phone or organise the repair or replacement of your faulty product.

What is not covered?

The warranty excludes normal wear and tear on parts e.g.; decks and belts on treadmills, pedal straps on bikes, handle bar grips on bikes and ellipticals.

Run belts becoming loose and slipping on treadmills is not a warranty issue and can be resolved by reading the user manual of that machine and the belt tightened accordingly.

Normal wear and tear on parts includes, but is not limited to;

Rubber grips, plastic end caps, scratched parts, broken covers, cosmetic damage. Warranty on display models starts on the day of order.

Warranty does not cover squeeks or noises that develop unless they are to do with mechanical failure or a manufacturing defect that is noticed when the machine is first in use. (plastics rubbing, machine frames creaking etc).

Damage caused by moisture. All Equipment should be kept indoors in a dry damp-free environment.

Electrical damage due to moisture is not covered under warranty so please ensure you are locating in a non purpose built / insulated external building.

If you have any doubts about the suitability of your preferred location please contact us to discuss and we will advice.

Warranty is only valid if the product is assembled / installed according to the instructions / directions included with the product.

This warranty does not extend to any product that has been damaged or rendered defective: (a) as a result of accident, misuse, or abuse or lack of reasonable care; (b) by the use of parts not manufactured by VRAi Fitness Ltd or sold by VRAi Fitness Ltd; (c) by modification of the product; (d) as a result of service by anyone else other than VRAi Fitness Ltd or an authorised VRAi Fitness Ltd warranty service provider.

The term “Lifetime warranty” means that the warranty is covered for the time that the machine in question stays in production or for the duration that parts remain available after production has stopped.

If any repair work is not carried out by our own engineers or one of our authorised service agents the warranty will be void.

Personal training studios are also permitted to use light commercial machines with a maximum of 5 hours use per day per machine.

During the warranty period VRAi Fitness Ltd will at no additional charge replace part(s) or repair the product (at VRAi Fitness Ltd option) if it becomes defective, malfunctions or otherwise fails to conform with this warranty under normal, non-commercial, personal, family or household use.

In repairing the product, VRAi Fitness Ltd may replace defective parts or at the option of VRAi Fitness Ltd, use serviceable used parts that are equivalent to new parts in performance. All exchanged parts and products replaced under this warranty will become the property of VRAi Fitness Ltd. VRAi Fitness Ltd reserves the right to change manufacturers of any part to cover any existing warranty.

Warranty is not transferred if the product is sold. Only the original purchaser with the original receipt is permitted to make warranty claims.

What is also not included?

Peace of Mind: Maintenance does not cover damages caused by accident or vandalism. If you have an issue outside of normal wear and tear (or what's covered by your warranty) we can still help, but you may have to pay for repairs and shipping.

Frequently asked questions (FAQS)

I’VE LOST MY MANUAL. HOW CAN I GET A COPY?
Not to worry, just get in touch with us via info@vraifitness.com and we will email a copy to you
HOW DO I ACTIVATE THE MANUFACTURER’S WARRANTY ON MY MACHINE?
Register your warranty either by mail or online within 30 days of purchase. Please retain proof of purchase.
WHAT INFORMATION WILL I NEED TO SUPPLY TO CUSTOMER TECH SUPPORT?
The Customer Support Department will need the VRAi Fitness model number, serial number and the nature of the problem (error messages, symptoms, description of what is not working, etc.) an address, a contact name and a phone number. Proof of purchase is required for all warranty claims.
WHAT IS COVERED UNDER THE WARRANTY?
Repair or replacement of a defective motor, electronic component, or defective part, and is the sole remedy of the warranty.
WHAT IS NOT COVERED UNDER THE WARRANTY?

Normal wear and tear, breakages, improper use, improper assembly or maintenance, or installation of parts or accessories not originally intended or compatible with the equipment as sold.

Damage or failure due to accident, abuse, corrosion, discoloration of paint or plastic, neglect, theft, vandalism, fire, flood, wind, lightning, freezing, or other natural disasters of any kind, power reduction, fluctuation or failure from whatever cause, unusual atmospheric conditions, collision, introduction of foreign objects into the covered unit, or modifications that are unauthorized or not recommended by VRAi Fitness.

Incidental or consequential damages. VRAi Fitness is not responsible or liable for indirect, special or consequential damages, economic loss, loss of property, or profits, loss of enjoyment or use, or other consequential damages of whatsoever nature in connection with the purchase, use, repair or maintenance of the product.

Equipment used for commercial purposes or any use other than a single family or household, unless endorsed by VRAi Fitness for coverage.

Equipment that is owned or operated outside the UK.

Delivery, assembly, installation, setup for the original or replacement units or labor or other costs associated with removal or replacement of the covered unit.

Any attempt to repair this equipment creates a risk of injury. Horizon Fitness is not responsible or liable for any damage, loss or liability arising from any personal injury incurred during the course of, or as a result of any repair or attempted repair of your fitness equipment are undertaken AT YOUR OWN RISK and VRAi Fitness shall have no liability.

WHO IS COVERED UNDER THE WARRANTY?
The original owner, and it is not transferable
I NEED TECHNICAL ASSISTANCE ON MY VRAI FITNESS EQUIPMENT, WHO SHOULD I CONTACT FOR SERVICE?
Email our customer service department at info@vraifitness.com. They will get a technician to call you, diagnose and correct your problem over the phone. Alternatively they can assist you in booking a return for the equipment to our repair centre for repairs.
I PURCHASED MY VRAI FITNESS PRODUCT ONLINE - WHO DO I CONTACT FOR SERVICE IN MY AREA?
Email our customer service department at info@vraifitness.com. They will get a technician to call you, diagnose and correct your problem over the phone. Alternatively they can assist you in booking a return for the equipment to our repair centre for repairs.