DEFYNE PERFORMANCE — RETURN AND REFUND POLICY

Last Updated: September 20, 2026

SECTION 1 — SCOPE OF THIS POLICY

1.1 Application. This Return and Refund Policy applies to purchases made directly from DEFYNE PERFORMANCE through www.defyneperformance.com or another checkout operated by DEFYNE PERFORMANCE.

1.2 Product Categories. Different rules apply to:

(a) physical products;
(b) digital products;
(c) personalized coaching;
(d) consultations and appointments;
(e) subscriptions and recurring Services; and
(f) free products or Services.

1.3 Mandatory Rights. Nothing in this policy limits a refund, replacement, cancellation, warranty, or other consumer right that cannot legally be waived.

1.4 Third-Party Purchases. If you purchased through an independent third-party marketplace or provider rather than directly from DEFYNE PERFORMANCE, that provider’s return and refund process may apply.

SECTION 2 — PHYSICAL PRODUCTS

2.1 Return Period. Eligible physical products may be returned within 30 days after delivery.

2.2 Eligibility Requirements. To qualify for a return, the product must be:

(a) unused, unworn, and unwashed;
(b) in its original condition;
(c) free from damage, stains, odours, pet hair, or other signs of use;
(d) returned with original tags, labels, accessories, and packaging where applicable; and
(e) accompanied by the order number or other proof of purchase.

2.3 Return Authorization. Contact defyneperformance@gmail.com before sending a return. Products returned without prior authorization may be delayed, refused, or returned to the sender.

2.4 Return Instructions. If the return is approved, we will provide instructions concerning:

(a) where to send the product;
(b) the information to include; and
(c) any applicable return conditions.

Do not send a return to a manufacturer or other address unless we specifically instruct you to do so.

2.5 Customer-Preference Returns. Unless otherwise stated or required by law, the customer is responsible for return shipping when returning an eligible product because of:

(a) incorrect size selection;
(b) change of mind;
(c) personal preference; or
(d) ordering the wrong item.

Original shipping charges are not refundable for customer-preference returns.

2.6 Shipping Risk. Customers should use a trackable shipping method. DEFYNE PERFORMANCE is not responsible for a return shipment that is lost before it is delivered to us.

SECTION 3 — NON-RETURNABLE PHYSICAL PRODUCTS

3.1 Exclusions. The following products are not eligible for return unless defective, damaged upon delivery, incorrectly supplied, or returnable under applicable law:

(a) products marked final sale;
(b) clearance products;
(c) gift cards;
(d) personalized or custom-made products;
(e) downloadable or digital products;
(f) opened products that cannot be resold for hygiene or safety reasons;
(g) used, worn, washed, or altered products; and
(h) products returned after the applicable return period.

3.2 Bundles. Where a product was purchased as part of a bundle, promotion, or set, we may require the complete bundle to be returned. If only part of a bundle is returned, any refund may be adjusted to reflect the regular price of the products kept.

SECTION 4 — DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

4.1 Inspection. Inspect your order promptly after delivery.

4.2 Reporting a Problem. Contact defyneperformance@gmail.com as soon as reasonably possible if:

(a) an item arrives damaged;
(b) an item appears defective;
(c) you receive the wrong product;
(d) part of the order is missing; or
(e) the package appears materially damaged in transit.

4.3 Supporting Information. We may request:

(a) the order number;
(b) a description of the issue;
(c) photographs or video of the product;
(d) photographs of the packaging or shipping label; and
(e) other information reasonably necessary to investigate.

4.4 Remedy. After reviewing the issue, we may provide an appropriate:

(a) replacement;
(b) repair where appropriate;
(c) store credit;
(d) partial refund; or
(e) full refund.

The available remedy will depend on the circumstances and applicable law.

4.5 Return Costs. If we require the return of a confirmed damaged, defective, or incorrect product, DEFYNE PERFORMANCE will provide reasonable return instructions and cover or reimburse approved return shipping where required.

SECTION 5 — EXCHANGES

5.1 Availability. Exchanges are subject to product availability.

5.2 Exchange Process. Contact us before returning a product for exchange. The replacement product is not reserved until the exchange is approved.

5.3 Price Differences. If an approved replacement has a different price:

(a) the customer must pay any additional amount before shipment; or
(b) we will refund an applicable difference to the original payment method.

5.4 Unavailable Replacements. If the requested replacement is unavailable, we may offer another product, store credit, or a refund for the eligible returned product.

SECTION 6 — DIGITAL PRODUCTS

6.1 Digital Products Covered. Digital products include:

(a) training programs;
(b) workout guides;
(c) planners;
(d) recipe packs;
(e) templates;
(f) downloadable files;
(g) video or educational materials; and
(h) other electronically supplied content.

6.2 Final Sale After Delivery or Access. Because digital products cannot be physically returned, a digital-product purchase is final and non-refundable after the product has been:

(a) downloaded;
(b) accessed;
(c) opened;
(d) delivered through an account or email; or
(e) otherwise made available for use;

except where required by law or expressly provided below.

6.3 Pre-Access Cancellation. If you contact us before a digital product has been delivered, accessed, or downloaded, we may cancel and refund the order where technically and reasonably possible.

6.4 Product Suitability. Review the product description, format, requirements, and included materials before purchasing. A refund is not normally available because:

(a) the customer changed their mind;
(b) the customer did not complete the program;
(c) the customer expected different personal results;
(d) the customer lacks compatible software or equipment disclosed as necessary; or
(e) the product does not match an unstated personal preference.

6.5 Mandatory Rights. Nothing in this section excludes a refund or other remedy required by applicable consumer law.

SECTION 7 — DIGITAL DELIVERY OR TECHNICAL PROBLEMS

7.1 Reporting Period. Contact defyneperformance@gmail.com within 14 days after purchase if:

(a) the download link did not arrive;
(b) the link expired before reasonable access was available;
(c) the file is corrupted, incomplete, or will not open;
(d) the delivered product differs from the product ordered; or
(e) a technical problem prevents reasonable access.

7.2 Initial Remedy. We will first make a reasonable effort to:

(a) resend the download link;
(b) provide access through another reasonable method;
(c) replace or repair the file; or
(d) provide basic access assistance.

7.3 Refund Where Delivery Fails. If we cannot provide a working copy of the digital product purchased, we will issue an appropriate refund to the original payment method.

SECTION 8 — DUPLICATE AND ACCIDENTAL DIGITAL PURCHASES

8.1 Duplicate Charges. If you accidentally purchase the same digital product more than once, contact us within 14 days. After verifying the duplicate transaction, we will refund the duplicate charge.

8.2 Accidental Purchase. An accidental digital purchase may be eligible for cancellation only if:

(a) you contact us promptly; and
(b) the content has not been downloaded, accessed, or otherwise used.

8.3 Misuse. We may deny a request where there is evidence that the content was accessed, copied, shared, or used before the refund request, except where applicable law requires otherwise.

SECTION 9 — PERSONALIZED ONLINE COACHING

9.1 Personalized Service. Online coaching is a personalized service and may involve:

(a) intake review;
(b) assessment;
(c) individualized programming;
(d) account or coaching-platform setup;
(e) coach communication;
(f) check-ins; and
(g) ongoing program adjustments.

9.2 Coaching Platform. Coaching may be scheduled, billed, communicated, or delivered through Trainerize or another coaching platform. Use of that platform may also be subject to the platform’s terms and privacy policy.

DEFYNE PERFORMANCE remains responsible for the refund and cancellation commitments published in this policy for purchases made directly from us.

9.3 Before Personalized Work Begins. If you request cancellation before personalized programming, account setup, intake review, or coaching work has begun, we may approve a refund, less any non-refundable transaction costs where lawful and disclosed.

9.4 After Coaching Delivery Begins. Coaching is not eligible for a refund after:

(a) personalized programming has been created or delivered;
(b) an intake or assessment has been reviewed;
(c) coaching-platform access has been activated for use;
(d) the first coaching session has taken place; or
(e) material coaching work has otherwise begun;

except where required by law or where DEFYNE PERFORMANCE fails to provide the purchased Service.

9.5 Dissatisfaction With Results. A coaching refund is not available solely because:

(a) the client did not complete the program;
(b) the client did not follow the program;
(c) the client missed check-ins or sessions;
(d) the client’s availability changed; or
(e) the client did not achieve a desired result.

Individual health, fitness, and body-composition results are not guaranteed.

9.6 Medical Circumstances. If a documented medical circumstance prevents continued participation, contact us promptly. We may consider an appropriate:

(a) pause;
(b) credit;
(c) transfer to a suitable Service; or
(d) partial refund for a clearly undelivered future portion;

based on the circumstances, work already completed, and applicable law.

9.7 Termination by DEFYNE PERFORMANCE. If we end coaching without customer fault and cannot provide a reasonable alternative, we will refund any identifiable prepaid amount for the materially undelivered future portion.

No refund is required for Services already delivered.

SECTION 10 — COACHING SUBSCRIPTIONS AND RECURRING PAYMENTS

10.1 Recurring Authorization. By enrolling in recurring coaching, you authorize charges at the price and frequency disclosed at checkout or enrolment.

10.2 Cancellation Process. Subscription cancellations are governed by the Purchase Options Cancellation Policy and any fixed-term coaching agreement accepted before enrolment.

10.3 Initial Cancellation Period. A qualifying new coaching agreement may be cancelled for a full refund within the earlier of five business days or seven calendar days after enrolment, as described in the Purchase Options Cancellation Policy.

10.4 Cancellation After Initial Period. After the initial cancellation period, early cancellation requires 30 calendar days’ notice. The subscription will remain pending cancellation during that period, and two final biweekly payments will remain due.

10.5 Early-Cancellation Fee. Where the customer is ending an accepted fixed-term agreement early, an additional fee equal to 20% of the unpaid agreement balance remaining after the two final biweekly payments have been accounted for will apply, subject to the Purchase Options Cancellation Policy and applicable law.

10.6 Access and Refunds. Coaching access will continue during the 30-day notice period and will end when that period is complete. Payments for coaching, personalized programming, and access already delivered are non-refundable except where required by law.

10.7 Failed Payments. If a payment fails, we may:

(a) retry the payment;
(b) request an updated payment method;
(c) suspend coaching access; or
(d) cancel the subscription.

10.8 Separate Subscription Policy. Additional renewal, cancellation, pause, or minimum-commitment terms displayed in the Subscription Policy or at enrolment form part of the subscription agreement. If there is a conflict, mandatory law and the clearest customer-facing term presented at purchase will apply.

SECTION 11 — CONSULTATIONS AND APPOINTMENTS

11.1 Paid Consultations. Unless different terms were disclosed when booking, a paid consultation may be rescheduled or cancelled without charge by providing at least 24 hours’ notice.

11.2 Late Cancellation. A cancellation made less than 24 hours before the appointment may be non-refundable or may result in the appointment being treated as used.

11.3 Missed Appointment. A missed appointment without notice may be treated as completed and non-refundable.

11.4 Late Arrival. Arriving late may reduce the available appointment time. The consultation may still end at its originally scheduled time.

11.5 Emergency Consideration. Contact us as soon as possible if an emergency prevents attendance. We may offer one rescheduled appointment at our discretion and subject to availability.

11.6 Cancellation by DEFYNE PERFORMANCE. If we cancel a paid consultation and cannot reasonably reschedule it, we will refund the affected consultation fee.

SECTION 12 — FREE STRATEGY CALLS AND FREE PRODUCTS

12.1 Free Strategy Calls. Free strategy calls have no purchase price, so no monetary refund applies.

12.2 Rescheduling. Please provide at least 24 hours’ notice when rescheduling a free strategy call.

12.3 Repeated Missed Calls. We may decline to rebook repeated missed or late-cancelled free calls.

12.4 Free Digital Products. Free digital products have no refundable purchase value. Access may be modified or discontinued unless otherwise stated.

SECTION 13 — APPROVED REFUNDS

13.1 Inspection and Decision. We will notify you after reviewing an eligible return or refund request.

13.2 Original Payment Method. Approved monetary refunds will generally be issued to the original payment method.

13.3 Processing Time. We aim to submit approved refunds within 10 business days after:

(a) approving a non-return refund; or
(b) receiving and inspecting an eligible physical return.

13.4 Financial Institution Delays. Banks, credit-card companies, and payment providers may require additional time to post a refund. DEFYNE PERFORMANCE does not control their processing time.

13.5 Contact After Delay. If more than 15 business days have passed since we confirmed that a refund was submitted, contact defyneperformance@gmail.com.

13.6 Store Credit. Store credit will only replace a monetary refund where:

(a) you agree;
(b) it was part of the applicable offer; or
(c) applicable law permits it.

SECTION 14 — REFUND CALCULATIONS

14.1 Deductions. Where legally permitted, an approved refund may exclude:

(a) original shipping charges;
(b) customer-responsibility return shipping;
(c) expedited shipping upgrades;
(d) customs duties or brokerage charges not collected by us;
(e) discounts attributable to products kept from a bundle; and
(f) the value of Services or personalized work already delivered.

14.2 No Hidden Fees. We will not deduct an undisclosed restocking or administrative fee unless it was clearly disclosed before purchase and is legally permitted.

SECTION 15 — CHARGEBACKS AND PAYMENT DISPUTES

15.1 Contact Us. If you believe a charge is incorrect or a purchased product or Service was not provided, contact us so we can investigate and attempt to resolve the issue.

15.2 Lawful Disputes. Nothing in this policy limits your lawful right to dispute an unauthorized, fraudulent, duplicate, or incorrect charge.

15.3 Evidence. In response to a payment dispute, we may provide the payment provider with relevant information, including:

(a) order records;
(b) delivery or access confirmation;
(c) account activity;
(d) customer communications;
(e) cancellation records; and
(f) the policies accepted at purchase.

SECTION 16 — REFUND REQUESTS

16.1 Contact Information. To request a return, cancellation, exchange, or refund, contact:

DEFYNE PERFORMANCE
Email: defyneperformance@gmail.com
Website: https://www.defyneperformance.com

16.2 Information to Include. Please provide:

(a) your full name;
(b) the email used for the purchase;
(c) the order number;
(d) the product or Service involved;
(e) the reason for the request; and
(f) photographs or other supporting information where relevant.

16.3 Response. We will review the request and respond within a reasonable period.

SECTION 17 — CHANGES TO THIS POLICY

17.1 Updates. We may update this policy to reflect changes to our products, Services, procedures, or legal obligations.

17.2 Existing Purchases. A material policy change will not retroactively remove a refund or cancellation right that applied when an earlier purchase was made, unless applicable law permits otherwise.

17.3 Current Version. The version published when you purchase generally applies to that purchase, together with any more favourable mandatory right provided by law