Return & Refund Policy

Fitness Gear Online Returns & Refunds Policy

Updated: 28 April 2025

Our Commitment to Customer Satisfaction

At Fitness Gear Online, we're dedicated to providing premium quality exercise equipment and fitness accessories. We understand that sometimes purchases may not meet your expectations, and we've established this comprehensive policy to ensure your shopping experience remains positive even when returns are necessary.

Return Eligibility Period

Customers have 30 calendar days from the delivery date to initiate a return process for most items purchased from our website.

Requirements for Valid Returns

To qualify for our standard return process:

  • Products must be unused, unassembled, and in the exact condition you received them
  • All original packaging materials must be intact and included
  • Original purchase documentation or order confirmation details must be provided

Items Excluded from Our Return Policy

The following items cannot be returned under standard conditions:

  • Electronic gift vouchers and gift cards
  • Bespoke or custom-manufactured fitness equipment
  • Products marked as "Final Sale," "Clearance," or "Non-Returnable"
  • Items with removed or damaged manufacturer seals

Initiating Your Return

When you wish to return an item:

  1. Contact our customer support team using the information at the end of this document
  2. Provide your order number and reason for return
  3. Our team will guide you through the specific return procedures
  4. You'll receive a Return Authorisation Number which must be included with your return

All returned merchandise should be shipped to:

Fitness Gear Online Returns Department
5 Ashville Way
Runcorn, WA7 3EZ
United Kingdom

Special EU Consumer Protection Rights

For our European Union customers, in accordance with the EU Consumer Rights Directive, you benefit from a statutory 30-day cooling-off period. During this time, you may cancel your order for any reason and receive a full refund, including standard delivery charges (where applicable).

To exercise this statutory right:

  • Notify us of your cancellation within 14 days of receiving your order
  • Return the items promptly in their original condition
  • Include all documentation provided with your notification

Please understand that you will be responsible for return shipping costs unless the item is proven defective or incorrect.

Refund Processing

After your returned items arrive at our warehouse:

  1. Our quality control team will inspect the returned merchandise
  2. You'll receive notification of the inspection outcome within 2 business days
  3. Approved refunds will be processed to your original payment method
  4. Your financial institution typically requires 5-7 business days to reflect the credit in your account

Important Refund Terms:

  • Initial shipping fees are non-refundable
  • Return shipping costs are the customer's responsibility unless the return is due to our error
  • A restocking fee of 10% may apply to certain large equipment items

Our Exchange Policy

Fitness Gear Online generally processes returns as refunds rather than direct exchanges. If you require a replacement:

  1. Return the original item following our standard return procedure
  2. Place a new order for the desired replacement item

Exception: We offer direct exchanges only for defective or damaged items.

Damaged or Faulty Items

If your order arrives damaged or defective:

  1. Notify us within 48 hours of delivery
  2. Provide photographs clearly showing the damage or defect
  3. Include your order number in all correspondence
  4. Our Customer Support team will arrange for collection and replacement at no cost to you

Return Shipping Options

While return shipping costs are generally your responsibility, we offer discounted return shipping rates through our courier partners:

  • DPD: Special partner rates for small to medium items
  • DHL: Preferred option for international returns
  • FedEx: Best for large equipment returns

Contact our support team for current discounted shipping rates and to arrange collection.

Contact Information

For all returns-related enquiries:

Thank you for choosing Fitness Gear Online for your fitness equipment needs.