Report a problem & buy spare parts
Can I report my problem or malfunction to you, and where?
Yes, that is possible. Report the problem or malfunction via our service form.
Keep the trainer serial number, date and location of purchase, and problem description available here. Also provide us with photos of the receipt, defect and serial number so that we can resolve the problem and get your trainer back into use quickly.
Note: The service above, is only applicable for customers from the Netherlands, Belgium, Luxembourg and Germany. For other countries, get in touch with the dealer where the trainer was bought.
I am missing a part. Can I order it through Tunturi?
Of course you can. Is the part worn out or broken and is this still within the warranty period of the trainer? Please report this via our service form.
Is the broken part outside the warranty period? Then you can order it in our webshop. Click on PURCHASE PARTS. Create an account or log in if you already have an account with us. Then click on SPARE PARTS and you are in our webshop. Enter your part number in the search bar. And the article appears.
Don't know what part number you need? Please send an email to info[at]tunturi.com. Mention here, always the serial number, the model/type of the trainer.
What should I do if a part is not available?
If you click on the article in the webshop you will see if it is in stock. If it is not in stock it says under the article ALTERNATIVE ARTICLE. This can be used as an alternative. You can click on the picture to select the article and put it in your shopping cart.
Can I exchange or return a part?
If the part is unused and in its original packaging, it is possible to exchange or return the part. If this is not the case, it is unfortunately not possible to exchange or return the part. Once we have received the returned part, we will credit it - after review - within two weeks. We will only credit the part and not the shipping costs The return address is: Tunturi New Fitness B.V., De Steiger 89, 1351 AH Almere, The Netherlands. Please note that the return costs are not reimbursed.
How do I pay for my part?
Do you already have an account? Go to PURCHASE PARTS. Then choose the option "forgot password", to create a new password and use the web shop environment again.
Don't have an account yet? Then you can easily create it via the service page / purchase parts / create account.
You can order and pay directly with iDeal, Paypal or a credit card.
If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product. They are aware of the service procedure.
Where can I find my rowing machines serial number?
For the horizontal rowing machines, serial number is indicated at the bottom of the footplate.
My serial number is not recognized when entering the number. What to do then?
Please check your statement again to see if you entered the number correctly. If the number is correct you can simply proceed with further registration of your service request. One of our service representatives may contact you with further questions.
When will the mechanic come to fix the problem or malfunction?
If you are a resident in the Netherlands, Belgium, Germany or Luxembourg, you will first receive a confirmation of receipt from our service partner, FSS Service. Then, within 4 business days, a repair date proposal will be sent to the email address provided. If you do not respond that you are on the proposed repair date then this becomes the date that the service technician comes by.
If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product.
I already have an older rowing machine with a defect. Is it worth repairing? Or, given the cost of assembly, is it better to buy a new rowing machine?
This depends on the size of the defect. To know the cost of a repair, we recommend that you request a quote through our service partner FSS Service. Please send an email to [email protected] and include the model/type and serial number of the product or trainer. This is important for a correct quotation.
What information do I need to report a problem?
To report a problem, the following information is necessary for us: the serial number of the trainer, date and location of purchase and a clear complaint description. Photos of the defect, the purchase receipt and the serial number, must also be added.
The report can be submitted via our service form.
If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product.
Why a serial number?
We need a serial number so we can provide the right service for the product you have. Parts may vary by serial number series and to avoid delays in the service process, it is important to provide the correct serial number. After entering the correct serial number, your trainer will appear in the picture.
