Warranty and Guarantee Plus
Fitness Nation GmbH (B2B)
1) Scope & Definitions
This regulation applies exclusively to B2B customers (entrepreneurs within the meaning of § 14 BGB).
It regulates the procedure and cost allocation in hardware cases for
a) warranty (12 months from handover) and – if booked –
b) Guarantee Plus (after expiry of the warranty for the agreed term ).Remote-first: fitness nation generally handles hardware cases first via remote and/or video consultation .
LTC (Local Technical Contact): Installation, connection and activation are generally carried out by the customer or the LTC designated by the customer, unless otherwise agreed.
2) Basic process: Remote-first → Escalation
Fitness Nation conducts an initial technical diagnosis remotely (possibly including video).
If remote/video consultation is insufficient, depending on the diagnosis, the process will be escalated to one of the following types of service:
(1) Remote work (remote/video consulting)
(2) Replacement device (plug & play)
(3) Remote spare part (spare part shipping + video instructions)
(4) On-site service
Decision on the type of service. Fitness nation determines, at its own discretion based on the technical diagnosis, whether a hardware issue is handled via remote/video consultation, remote spare parts supply, plug-and-play exchange, or on-site service. If several measures are technically suitable, fitness nation may choose the most economically appropriate one.
3) Model A – Warranty (12 months)
3.1 Prerequisites (confirmed warranty claim)
A confirmed warranty claim exists if a material or manufacturing defect exists within the warranty period and fitness nation determines, after examination, that a measure according to section 2 is required.
3.2 Services in the event of a warranty claim
Remote work: Remote and video consultation for diagnosis and guidance is the first measure (remote-first).
Replacement device (plug & play): If technically necessary, Fitness Nation will provide a functionally equivalent replacement device (new/like new/refurbished). The exchange is plug & play and is performed by the customer/LTC.
Remote replacement part: If technically suitable, fitness nation will send a replacement part and guide the installation via video call (installation by customer/LTC).
On-site service: On-site service is only provided if technically necessary and remote/plug & play is insufficient.
Warranty costs: The allocation of costs under the warranty is governed by the main contract or the respective agreement. (If you require fixed rules for this, they can be added here as a separate paragraph.)
4) Model B – Warranty Plus (12 months warranty + subsequent term)
Definition. Warranty Plus means:
12-month warranty according to section 3 and
After the warranty period has expired, the following extended warranty rules apply for the agreed term (sections 4.1–4.5).
4.1 Remote work (included)
Remote and video consultation for diagnosis and guidance is included (remote-first).
4.2 Replacement device (Plug & Play) – Device included, shipping paid by customer
If a replacement is technically necessary, fitness nation will provide a functionally equivalent replacement device (new/as new/refurbished).
The replacement is done plug and play by the customer/LTC.
Costs: The customer bears the shipping costs for
a) the shipment of the replacement device to the customer and
b) the return shipment of the defective device to fitness nation.
Return period for replacement device. The defective device must be returned to fitness nation no later than 14 calendar days after receiving the replacement device (RMA process). If the device is not returned within this period, fitness nation may subsequently charge for the provision of the replacement device at the applicable device price or suspend further support services until the device is returned.
4.3 Remote spare part service – Customer pays for spare part & shipping, video call included
If the fault can be rectified by replacing a part and installation by the customer/LTC is reasonable, fitness nation will send the replacement part.
Fitness Nation provides installation instructions via video call; installation is carried out by the customer/LTC.
Costs: The customer bears the cost of spare parts and shipping . Video instructions/remote support are included .
4.4 On-site service – Customer pays for travel and spare part, technician visits free of charge
If an on-site visit is technically necessary, fitness nation will organize a technician (distribution or service partner).
Costs: The customer bears travel/deployment costs as well as spare parts costs .
Technician service (working time): The working time/technician service is free of charge .
4.5 No fault found / customer-caused (No Fault Found)
If the inspection reveals that (i) no reproducible fault exists ("No Fault Found") or (ii) the cause lies outside of fitness nation's responsibility (e.g., incorrect operation, improper installation, power surge, third-party hardware, environmental influences), the incurred expenses will be billed as a chargeable service. This includes, in particular, inspection/processing costs, shipping costs, and, if applicable, spare parts and on-site services in accordance with the applicable service terms and conditions.