Even though I’ve had my bike since 2016, for the first time ever, I had to use the Peloton return policy. Why? Because I bought the Peloton Guide. Eventually, I had to return it, which I’ll explain a little lower in this article.
What is the Peloton return policy
You may not ever realize that Peloton has a return policy. In fact, the return policy takes on a number of forms, which I’ll be discussing in this article. This includes:
- 30-day home trial Peloton return policy
- Peloton apparel return policy
- Free 30-day trial of the Peloton app
I’ll address each of these areas related to returning things to Peloton separately. Overall, I want to say that when returning anything to Peloton, it’s a good idea to call them or use their support chat.
Anyway, let me go into why I recently used the Peloton return policy for the Peloton Guide.
Why I bought and then returned the Peloton Guide
Last month I decided that I wanted to add the Peloton Guide to my suite of Peloton products. Currently, we have an original bike (purchased in 2016) and a Bike Plus (purchased in 2021). I use the Peloton app with my Roku TV to do all the non-bike classes. Finally, I’ll run the Peloton app on my phone when I want to do Tread bootcamps, since I have just a regular treadmill.
Anyway, as you know, this blog focuses heavily on Peloton content. Also, because I’ve upped my strength training regime, ever since starting to follow the Hardcore on the Floor calendar, it made sense to add the Guide.
The Guide is designed to track your activity during strength-related classes. So, I thought being able to use this external measure would elevate my workout.
Because I already pay for an all-access membership, I chatted with Peloton support before buying the Guide. You see, the Guide comes with its own membership fee if you don’t already pay for one. Peloton calls it the Guide-only Peloton All-Access Membership, and it costs $24 per month.
Setting up my Peloton Guide
It took about a week from ordering the Guide to having it arrive by FedEx on my doorstep. Then, it was up to me to set it up and start using it. I knew that I had 30 days to try it out and return for a full refund so I didn’t want to waste any time.
Unpacking the Guide was easy, and hooking it up to my TV was easy as well. I recall support telling me that as long as I was using a TV with an HDMI cable, I would be good to go. So, I cleared space near where my Bike and tried to start the setup.
Guide would not pair with WiFi
Unfortunately, I never got past pairing the Guide with my WiFi. That’s because we have a private VPN that requires you to enter a username AND password in order to log in.
This isn’t an issue with my bike, because the WiFi prompt on the bike gives you space for both a username and password. We did have a similar problem with our RokuTV, because it was password only. But at least the Roku had an Ethernet cable port, which is what we ended up using to get it to work.
With the Guide, well, there was no way to hardwire it to the Internet. Even trying to hotspot it to my phone–which would only require a password–did not work.
No matter how close I brought my phone to the device, it would not pick up the phone’s Bluetooth signal. I found this surprising since the Guide is supposed to be able to pair with a Bluetooth heart rate monitor, like my Scosche Rhythm Ant+ HRM that I used on the bike.
Returning my Guide back to Peloton
Needless to say, I chatted with Peloton support and tried all of their troubleshooting tips. However, in the end, there was no way to pair the Guide with my WiFi so I returned it.
As I mentioned I knew I had 30 days to try out the device and return it. So Peloton emailed me a prepaid FedEx label so I could ship it back. Unfortunately, they wouldn’t send FedEx to pick up my package; I had to find a drop off location on my own.
Five days after I shipped the device back–and I had confirmation that Peloton had received it–they refunded my purchase. It automatically went back to the credit card I used to buy the Guide.
How the 30-day home trial Peloton return policy works
One of the reasons that I could take advantage of the 30-day home trial Peloton return policy was because I’d never purchased a Peloton Guide before. I didn’t realize this but you’re only allowed this 30-day home trial and then a free return the first time you buy a certain piece of hardware.
So, for example, since I own the Bike and the Bike Plus, I couldn’t get a home trial if I bought a second Bike or Bike Plus. The same would apply if you already owned a Tread of Guide and then wanted to get a second one.
“If you are not satisfied with your purchase of any new Peloton Product, you can request a return within 30 days after your delivery. Unless your purchase is eligible for our 30-Day Home Trial Offer, this Return Policy applies…We also offer a 30-Day Home Trial for first-time purchasers of each of our new Peloton Products (Peloton Bike, Peloton Bike+, and Peloton Tread) in which you will receive a full refund on your Peloton Product, as well as a refund for certain accessories and membership payments made during your trial.”
Where the 30-Day Home Trial isn’t allowed
Unfortunately, not every Peloton customer in the United States or Canada can take advantage of the 30-Day home trial and return policy.
For example, those living in Alaska, Hawaii, Puerto Rico, U.S Virgin Islands, and ferry-only accessible locations cannot do a home trial.
Home trial ineligibility in Canada
In addition, in Canada the home trial option has a very limited scope. It’s easier to tell you where you cannot have a home trial. Here is a partial list of locations–which I don’t think Peloton even delivers to, so why they are likely included on this list:
- Nova Scotia
- Prince Edward Island
- New Brunswick
- Northwest Territories
Also, Peloton says that remote areas of Ontario, Saskatchewan, Edmonton, Manitoba, Alberta, and British Columbia are excluded from home trials.
What is the return policy on Peloton accessories
If you bought an accessories package with your Peloton hardware, you can return them, too. Also, if you bought them separately, you can return them. However, they must be unused and unworn, and it has to be within 30 days of that purchase.
Keep in mind that if you bought those items separately during a sale or promotion, you cannot return them at all. Here is Peloton’s policy on that:
“The following merchandise may not be returned or exchanged if they have been worn, used, or purchased marked down/sale item:
- Water Bottles
- In-Ear Headphones
- Heart Rate Monitors
All other returns must be made within 30 days of purchase and must be shipped with the original packaging.”
One caveat with shoes: if somehow you got the wrong size, Peloton will let you exchange the shoes for another size. Your best bet before buying the bike is to visit a Peloton store location and try on the shoes there. Then, you’ll know what size to buy.
Getting a refund for returns
As I mentioned in less than a week after returning my Guide, Peloton refunded my money. I’m assuming they would refund money as quickly if you had to return a bike or Tread.
However, it’s important to keep something in mind when returning hardware: Peloton will not refund any shipping, delivery or set up costs you’d paid.
For example, right now you can buy the original Peloton bike for $1,195. That’s a great price. However, the bike comes with a $250 delivery fee.
On the other hand you could buy the Peloton Bike Plus for $1,995 and get free shipping, delivery and setup. So, if you decide to return your Peloton within that 30-day period, you’re better off buying the Bike Plus over the original Bike.
Peloton apparel return policy
Peloton has a whole separate policy for its clothing, if you want to return it. Honestly, I never knew you could return the apparel at all. Maybe I just assumed I couldn’t because I always used my referral code credits to shop in the Peloton boutique online.
Anyway, I was wrong in assuming that. Turns out you can return apparel purchased with a referral code. There are two caveats, though. One, you won’t get a refund for the shipping charge. And two, you don’t get cash back.
Returning Peloton apparel
Here’s what Peloton says:
“If any items were purchased with a referral code, your order will be refunded in the form of a new code for the amount of the returned items.”
Again, you have to make the return within 30 days of receiving the item.
Now if you’ve purchased apparel the old-fashioned way, meaning you paid for it versus using a referral code, much of the above return policy applies. So, I’ll spell it out for you.
One, you have to return within 30 days. Two, items must be unworn, with tags still attached. Three, you won’t get the shipping cost refunded. Four, you cannot exchange clothing, only return. Five, it is possible to go to a local Peloton showroom to return apparel.
Free 30-day trial of the Peloton app
In this section about the free Peloton app trial, I’ll also address how you can cancel a Peloton subscription. Now, right now the free Peloton app trial is just 30 days long. That means you have 30 days to try it out and cancel if you don’t like it. However, at other times, Peloton has extended this free trial to 60 days and 90 days.
In fact, right now in my Peloton app, I could give friends a 60 day Peloton guest pass. In other words, they would get a free 60 day trial to try out the Peloton app.
With that promotion via the app on my iPhone, I can share a link directly with people via text or social media. It’s almost too easy.
How to start a Peloton app free trial
Unlike other free trials, the Peloton app free trial really is free. That is, in order to use it, you only have to do these three things:
- Download the Peloton app
- Create a username and password
- Log in
You do not need to give a credit card. However, once the 30 days is up, Peloton will prompt you to continue with a paid plan. Right now the monthly membership fee for the Peloton app is $12.99.
How to cancel your Peloton membership
You would think that you have to reach out to Peloton to cancel your membership. You would be wrong. In fact, you cancel based on how you use your Peloton subscription.
For example, if you subscribe through your iPad or iPhone, then you purchased the Peloton app through the App store. It’s there that you need to go to cancel your subscription.
It’s the same if you have an Android device and get your Peloton app subscription that way. You’ll need to go to the Google Play Store to cancel the subscription.
To cancel your Peloton membership via the web, you’ll go to the Peloton website, click over to My Membership and then scroll down to Cancel Membership.
Cancel Peloton membership on Roku TV
Finally, if you use your Roku TV to access Peloton, you can cancel there, too. Go to the Peloton channel, log into your profile, then use the remote to go to the gear icon on the left side of the screen for settings. From there toggle to Manage Subscription then Cancel Subscription.
Keep in mind that if you’re a secondary user of the membership, you cannot cancel the subscription. It’s Peloton’s policy that only the primary subscriber has access to the Cancel Subscription area.
Final thoughts on the Peloton return policy
Until I purchased and returned my Peloton Guide and then wrote this article, I didn’t realize how extensive Peloton’s return policy was. In fact, I’m surprised at its relative generosity, especially when it comes to trying out and then returning big, bulky pieces of workout equipment.
However, as I said earlier in this article, if you’re interested in buying a Peloton Bike and want to be able to take advantage of the home trial and return policy, definitely buy the Bike Plus.
Yes, the Bike Plus costs $800 more than the Original Bike, but the Original Bike comes with a $250 delivery and set up fee. The Bike Plus has no such fees.
If you change your mind about the Bike Plus, Peloton will refund you 100% of the cost of the Bike Plus. On the other hand, if you change your mind about the Original Bike, you’ll be out the $250 you paid for delivery and setup.
Let me know if you still have any unanswered questions about the Peloton return policy, home trial or anything else.