Warranty

Customer Care: For assistance, please call +61 468 030 852 or email support@longwell.fit

Defects: Consumer Guarantees under the Australian Consumer Law (ACL)

All goods sold by Longwell come with mandatory Consumer Guarantees under the Australian Consumer Law. These cannot be excluded.

You are entitled to:

  • A replacement or refund for a major failure.

  • Compensation for other reasonably foreseeable loss or damage.

  • Repair or replacement if goods fail to be of acceptable quality but the failure does not constitute a major failure.

Limited Warranty
In addition to these Consumer Guarantees, Longwell provides a Limited Warranty for its products, covering defects in materials and workmanship. The Limited Warranty is subject to certain conditions and time limits (see below).

The ACL guarantees and Limited Warranty are different. Consumer Guarantees apply for a reasonable period based on the nature of the product and purchase price, which may be shorter or longer than the Limited Warranty.

Making a Claim

If you believe your product is defective or does not meet a Consumer Guarantee:

  1. Call +61 468 030 852 or email support@longwell.fit.

  2. Diagnostic assistance may require an inspection by an authorised technician before a remedy is determined.

  3. If a defect is confirmed, we will guide you on returning the product. Goods must be returned within a reasonable period.

Major problem remedies:
You may choose a refund or exchange if the item:

  • Has a problem that would have stopped you from buying it if known.

  • Is unsafe.

  • Differs significantly from its description or sample.

  • Does not perform as advertised.

If the problem is not major, Longwell will repair or replace the item within a reasonable time. If repair is delayed, you may request a refund or replacement.

Keep your proof of purchase (receipt, tax invoice, credit card or bank statement). Refunds will be issued using the same payment method used for purchase.

Limited Warranty Terms

Products covered: Longwell warrants that products are free from defects in materials and workmanship if:

  • Operated according to instructions and conditions of use.

  • Used exclusively for personal, household, or domestic use.

Warranty Periods – NordicTrack Products

Product Type Component Warranty
Treadmills Frame Lifetime
Treadmills Drive Motor 10 years
Treadmills Drive Motor Ultra / Incline Series Lifetime
Treadmills Parts & Electronics 2 years
Treadmills Labour 1 year
Bikes, Ellipticals, Rowers Frame Lifetime
Bikes, Ellipticals, Rowers Electronics 2 years
Bikes, Ellipticals, Rowers Parts 2 years
Bikes, Ellipticals, Rowers Labour 1 year
Strength Equipment Frame & Hardware 2 years parts / 1 year labour

For warranty periods over 1 year, shipping and labour costs are charged separately. Replacement parts are covered for the remainder of the original warranty term.

Warranty Exclusions

This Limited Warranty does not cover:

  • Alterations, repairs, or use not authorised by Longwell.

  • Floor display, used, reconditioned, or “as-is” products.

  • Commercial or outdoor use.

  • Incorrect installation or assembly.

  • Damage from accidents, natural disasters, theft, or misuse.

  • Normal wear and tear.

  • Consumable parts (paint, finish, belts, pedals).

  • Damage due to lack of recommended maintenance or incorrect storage environment.

The Limited Warranty is non-transferable and void if the serial number is removed, altered, or defaced.

Claiming Under Warranty

  1. Provide proof of purchase and the serial number.

  2. Contact Longwell Customer Care for diagnostic assistance.

  3. Authorised technicians may inspect or service the product.

Service Availability:

  • In-home service: Within 70 km of Sydney, Melbourne, Brisbane, or 35 km from point of purchase.

  • Outside these areas: Travel fees may apply.

  • Shipping for warranty repairs is the customer’s responsibility unless otherwise agreed.

  • Service is performed during normal working hours; after-hours service may incur extra charges.

Installation costs are not covered under the Limited Warranty.

Conditions of Use

To claim under the Limited Warranty, the following conditions must be met:

  • Read and follow all warnings, safety instructions, and terms.

  • Use products only for their intended purpose.

  • Do not use damaged, wet, or incomplete products.

  • Keep children and vulnerable persons away from moving parts.

  • Assemble and use products on solid, flat, and stable surfaces.

  • Perform regular inspections; stop use if damaged.

  • Electrical products should remain unplugged when not in use.

  • Consult a qualified medical practitioner before beginning any exercise routine.

Longwell Contact Details:

Email: support@longwell.fit
Phone: +61 468 030 852
Address:
SHEKHER & CO PTY LTD
2/8 Money Cl, Rouse Hill NSW 2155, Australia

Warranty Effective Date: 14 August 2025