FAQ

‘My Account’ on HealthFitXL gives you full control over your profile and orders. It’s your personal dashboard where you can easily update your information, including your address, contact details, and email ID. You can also change your password, track current orders, reorder past items, view your HealthFitXL Cash balance, and manage your wishlist. Accessing and managing your account is simple and helps you stay on top of your shopping experience.

• Payment Pending Authorization: Your order has been successfully placed, and we are currently waiting for payment approval from the payment gateway.
• Payment Authorized, Order Under Processing: The payment has been authorized, and your order is now being prepared and processed by the seller.
• COD Verification Pending: We’ve received your Cash on Delivery order. It will be processed once we confirm the order through a verification call to your registered phone number.
• Order Shipped: Your order has been dispatched and is on its way to the delivery address you provided.
• Order Cancelled: The order has been cancelled and will not be processed further.

Once your order is placed and the payment is successfully authorized, the seller confirms the order and starts processing it.

You will receive an email from HealthFitXL with all the order details once the seller acknowledges the order. This email will include a unique Order ID, a summary of the items you’ve purchased, and the estimated dispatch or delivery timeline.

You’ll also get a notification when your order is shipped, along with the shipping information and tracking number so you can monitor its journey to your doorstep.

At HealthFitXL, items marked as ‘Sold Out’ are currently unavailable for purchase. However, you can stay informed by using the ‘Notify Me’ option. Once the product is back in stock, you’ll receive an alert so you can place your order promptly.

To track your order status, simply log in to your HealthFitXL account and go to the ‘My Account’ section.

Within My Account, click on ‘My Orders’ to see a list of all your orders. For detailed information about a specific order, just click on the corresponding Order Number to view its current status and updates.

HealthFitXL offers a seamless and transparent payment experience. There are no hidden fees—what you see on the product page is exactly what you’ll pay. All listed prices are final and inclusive of applicable charges.

You can choose from the following payment options:

• Credit Cards

• Debit Cards

• Internet Banking

• Cash on Delivery (COD)

Generally, there are no hidden charges at HealthFitXL. However, some small charges may apply in specific cases:

• Rs 30 delivery fee for orders under Rs 500

• Rs 30 COD fee for Cash on Delivery orders under Rs 500

If you prefer not to pay online, HealthFitXL offers the Cash on Delivery option. With COD, you pay in cash when your order is delivered—no need to make an online payment in advance.

Key details:

• Maximum order value for COD: Rs 10,000

• COD is a cash-only method (no card or digital payments accepted at delivery)

• A Rs 30 COD charge applies for orders below Rs 500

1. Look for products marked with the “Cash on Delivery Available” badge.

2. Add your selected items to the cart and proceed to checkout.

3. Choose “Pay by Cash on Delivery” as your payment method.

4. Provide accurate contact details of the recipient.

5. To confirm the order, give a missed call to 0124-4616414 from your registered number. If this step is skipped, our team will contact you to verify the order.

Once verified, your order will be processed and shipped as per the estimated delivery timeline.

Credit Cards:

We accept Visa, MasterCard, and American Express cards.
To pay:

• Enter your card number, expiry date, and CVV.

• You’ll be redirected to your bank’s secure page to enter the 3D Secure password for verification.

Debit Cards:

We support Visa, MasterCard, and Maestro debit cards.
To pay:

• Enter your card details (expiry date and CVV may be optional for Maestro cards).

• You’ll be directed to your bank’s secure gateway to complete the payment using your bank-issued password.

If your payment attempt fails but your bank account or card is charged:

• The deducted amount is usually reversed by your bank within 7 business days.

• Processing time may vary depending on the bank. We suggest contacting your bank for status updates.

• If the refund is not received, reach out to us. If the funds were credited to HealthFitXL, we’ll initiate the refund within 3 business days.

Estimated refund timelines (after initiation):

• Net Banking: 2–4 business days

• Debit Card: 5–7 business days

• Credit Card: 7–21 business days

If HK Cash (HealthFitXL wallet balance) is deducted due to an unsuccessful transaction, we will automatically process the refund within 3 business days—no action required from your side.

If your payment doesn’t go through:

• Double-check your card/net banking details and billing address

• Make sure your internet connection is stable during checkout

• Retry the payment process

If your account is debited despite a failed transaction, the amount should be refunded within 7 business days. For assistance, email us at care@healthfitxl.com or contact our customer support team with your order details.

COD may not be available due to:

• Your delivery location being outside areas covered by our courier partners for COD

• Certain products that are not eligible for COD payments

If COD isn’t offered, we recommend using one of the secure online payment methods like Net Banking or Credit/Debit Cards.

Yes, HealthFitXL provides the convenience of EMI (Equated Monthly Installment) payments exclusively for credit card holders. You can choose to pay in flexible tenures of 3, 6, 9, 12, 18, or 24 months, depending on your credit card provider.

✅ No processing fee is charged by HealthFitXL for availing EMI options.

🚫 EMI is not available for debit card payments at this time.

How Can I Know If a Product Is Eligible for EMI?

Products priced at or above the minimum EMI eligibility amount will clearly show an EMI eligibility label on the product page. You’ll also find a detailed EMI breakdown table for that product, listing the available tenure plans and corresponding interest rates for different banks.

Important EMI Guidelines

• EMI purchases can only be made using a single credit card. Splitting payments across multiple cards is not supported.

• In case of cancellations or returns, any interest already charged by your bank will not be refunded.

• Partial order cancellations are allowed, but interest charges may still apply for the completed portion.

• EMI schedules are based on the reducing balance method, where interest is calculated on the outstanding balance after each monthly payment.

Sample EMI Interest Rates by Bank

Note: EMI billing begins from your next credit card billing cycle, as per your bank’s policy.

Example EMI Calculation for ₹20,000 Purchase

How to Pay Using HealthFitXL’s EMI Option

1. Add your desired products to the cart.

2. At checkout, select “Credit Card EMI” as your payment method.

3. Choose your bank and preferred tenure (3–24 months).

4. Enter your credit card details to complete the payment.

Once your transaction is approved, your order will be processed, and EMI payments will begin as per your card’s billing cycle.

Can I Pay a Down Payment and Convert the Balance to EMI?

Currently, HealthFitXL does not support partial down payments. The full amount of the purchase is converted into EMI and billed to your credit card across your selected installment plan.

Need Help With EMI or Bank Charges?

For queries related to interest rates, early closure, or foreclosure of your EMI, please contact your credit card provider directly. HealthFitXL does not have control over bank interest policies or processing timelines.

How Does HealthFitXL Ship Orders?

At HealthFitXL, we ensure timely and secure delivery through a combination of shipping methods:

• Heavy items like treadmills, dumbbells, and similar fitness equipment are shipped via ground courier services.

• Lighter products are typically sent through air courier for faster delivery.

• We use our own logistics service, HealthFitXL Reach, along with trusted partners such as Blue Dart and FedEx.

• For remote or difficult-to-reach areas where courier service is unavailable, we rely on India Post.

Currently, HealthFitXL ships only within India. International delivery services are not available at this time.

Delivery times vary based on location and shipping method:

• Metro cities (Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad, Hyderabad): 2–3 business days after dispatch.

• Other cities: 2–5 business days post-dispatch.

• Ground shipments: 5–7 business days.

• Remote areas, including North-East India: Delivery may take up to 7 business days or longer, depending on accessibility.

Once your order has been shipped, you’ll receive an email with a tracking link. You can also track your order by logging into your account and visiting the ‘My Orders’ section on www.healthfitxl.com.
Please note: Tracking information usually becomes active within 24–48 hours of dispatch.

Dispatch time depends on the type of product ordered:

1. In-Stock Items: Shipped within 1 working day from our warehouses in Gurgaon, Mumbai, Bangalore, or Delhi.

2. Just-in-Time (JIT) Items: Sourced from vendors after you place the order. Dispatched within 2–7 business days.

3. Drop-Ship Items: Sent directly from the vendor. Dispatched in 2–5 business days.

If your order contains a mix of different item types, we may ship them in parts to ensure faster delivery of available items.

You will receive regular updates via email, SMS, and phone throughout the order process.

Shipping charges vary by product and quantity:

• Each product page will display the shipping cost, if applicable.

• For example: If one unit has a ₹50 shipping fee, buying two units may incur ₹100 total shipping.

• Some products may offer free shipping.

• For orders below ₹500, a standard shipping fee of ₹50 applies.

Always check the product details for specific shipping information before placing your order.

Shipping heavy items across states may require road permits or declaration forms. Delays can occur due to:

1. Required road permits/inward forms, which may need to be downloaded from a state sales tax portal or collected in person.

2. Entry taxes imposed by the destination state, depending on the product.

3. Customers are responsible for completing any necessary documentation and paying applicable taxes.

4. Failure to comply may result in shipping delays or order cancellation and refund.

5. Ensuring all formalities are completed helps speed up the dispatch process.

• Installation is provided free of charge.

• All equipment parts will be delivered by HealthFitXL.

• Installation will be completed within 72 business hours after the product is delivered.

If your order status shows “delivered” but you haven’t received the package, please raise a delivery dispute with HealthFitXL Customer Care within 48 business hours.

📞 Customer Support Helpline: 0124-4616444

You can cancel your order if it hasn’t been shipped yet. To cancel:

1. Log in to your account and go to ‘My Orders’.

2. Find the order you wish to cancel and click the ‘Cancel’ button.

You’ll receive a confirmation update within 30 minutes of your cancellation request.
Please note: Only one cancellation is allowed within a 24-hour period.

If you’ve made a prepaid purchase, your refund will be processed back to your original payment method within 2–5 business days, depending on your bank’s processing timeline.

📞 For assistance, feel free to contact our Customer Support at 0124-4616444.

Yes, but only if your order hasn’t been shipped yet. To request a change in your delivery address, please contact our support team as soon as possible:

📞 Customer Helpline: 0124-4616444

To cancel an order:

1. Log into your HealthFitXL account.

2. Navigate to the ‘My Orders’ section under your profile.

3. Click on ‘Cancel’ next to the item or order you wish to cancel.

After your cancellation request is confirmed and processed:

• For prepaid orders, the refund will be initiated promptly.

• The refunded amount typically reflects in your bank account within 2 to 5 business days, based on your bank’s timeline.

If you have any questions or don’t see the refund within this timeframe, please reach out to our support team.

14-Day Return Window

At HealthFitXL, we want you to shop with confidence. If you’re not fully satisfied with your purchase, you can return it within 14 days from the date of delivery.

To be eligible for a return:

• The product must be unused and in original condition.

• All tags, boxes, manuals, and packaging must be intact.

To initiate a return, please send clear photos of the item and its packaging to 📧 care@healthfitxl.com.
If you paid online, we’ll refund the amount to your original payment method. For Cash on Delivery or bank deposits, we’ll issue a cheque in the registered name.

If your order arrives damaged, contains the wrong product, or has missing items:

• Notify us within 48 hours of delivery.

• Send a photo of the received item(s) and packaging to 📧 care@healthfitxl.com or call us at 📞 0124-4616444.

Once we verify your claim, we’ll arrange a reverse pickup and offer:

• A replacement (subject to availability), or

• A full refund in the form of store credit or the original payment method.

Please note: The 14-day standard return policy does not apply to such cases. These issues must be reported within 48 hours.

Nutrition Products:

• Must be returned sealed and in original packaging.

• Opened or used products cannot be returned.

• Returns are not accepted for concerns like flavor dislike, minor reactions (e.g., headaches or rashes), or personal preferences.

• We advise consulting a healthcare professional before purchase.

Fitness Equipment & Accessories:

• Eligible for replacement within 14 days of delivery.

• Equipment is replaced only if there’s a manufacturing defect.

• Accessories may be replaced in case of a defect, wrong size, or color.

• Warranty: 5 years on motors and 2 years on spare parts for treadmills and exercise bikes.

• Damage caused by misuse or mishandling

• Issues not covered under manufacturer warranty

• Items with tampered or missing serial/UPC numbers

• Used or installed consumables

• Incomplete returns (missing original packaging or accessories)

• Items purchased as combos cannot be returned individually

• Special promotional offers may have different return terms

• In most cases, HealthFitXL will arrange pickup of return items.

• If pickup isn’t possible, please send the product back via SpeedPost and share the tracking details with us.
  We will reimburse the courier charges once confirmed.

When canceling your order, you can choose how you’d like to receive your refund:

1. HealthFitXL Wallet (Store Credit): The refund amount will be added to your account for future use.

2. Back to Original Payment Method: The money will be credited back to the card, account, or payment method used at checkout.

Once your cancellation is processed, we’ll issue the refund as per your chosen method.