Returns & Refund Policy
Order Cancellation
Refunds
Your satisfaction is our key priority. As a result, you can request a refund or reshipment for ordered products if:
- You don’t receive your product(s) within the guaranteed time (40 days not including 2-5 day processing).
- You receive the wrong item.
We do not issue the refund if:
- Your order does’nt arrive due to factors within your control (e.g. providing the wrong shipping address).
- Your order does’nt arrive due to exceptional circumstances outside our control (For example; not cleared by customs or delayed by a natural disaster).
- To be eligible for a refund, items must be unused and in the same condition, they were received.
Refund requests can be submitted within 15 days after the guaranteed period for delivery (40 days) has expired. You will need to submit the refund request using our refund form.
Goods must be in the original undamaged packaging.
The customer is responsible for any costs incurred in returning the goods to the warehouse.
Providing the goods are returned fully and correctly a refund against the initial purchase (goods + basic shipping to you + vat) will be made via the original payment method within 14 days.
Intent to return is given in writing within 5 days of purchase and the goods are received back at Home Fitness Equipment Store, YOW House, 10 Lambrok Close, Trowbridge, Wiltshire BA14 9HH within 2 days of the written intent. And the goods are unused, complete, fully packaged, unopened and undamaged, then a ‘credit note’ will be provided against the original price of the goods purchased. This will not include any shipping costs.
Damaged or Faulty Goods
The Consumer Rights Act of 2015 directs that customers have the right to expect non-faulty or damaged goods. Whilst we endeavour to supply damage-free goods, regrettably, damage may occur at some point before our goods are received by the customer. Customers are fully protected by the relevant legislation, but we do ask customers to work with us in improving our service. In the event of damage do not return goods directly, Home Fitness Equipment Store will arrange collection.
If your order arrives damaged or faulty, please contact a member of our service team that would be more than happy to help resolve the issue. In the event of a faulty or damaged item we will reimburse the cost of shipping the item back to us. This will be refunded upon receipt of the goods.
Damaged ‘unwanted’ returns will be subject to a pro-rata refund against both goods and shipping.
Customers have 30 days to reject their consignment as damaged goods for a full refund if that’s what they chose to do. Contact us via [email protected] and Home Fitness Equipment Store will arrange collection.
The Law – Regardless of our good intent above, the law states:
When goods have been receipted more than 30 days, but less than 6 months, customers have the right to declare the goods as faulty. A full description of how the product has been stored, used and a detailed description of the fault is required to initiate the investigation. Please email this information to [email protected]. Refunds will be made if it is determined that a fault in the product, not attributed to its handling and usage contrary to its design was present at the time of purchase.
When goods have been receipted more than 6 months then the customer must prove the fault was present at the time of purchase
Missing Items
If your order has been dispatched but has not arrived within the expected time period, please email our Customer Service Team on [email protected]