Refund policy

Refund & Returns Policy

Last Updated: June 2026

At Your Fitness Gym, customer satisfaction is important to us. We understand that occasionally a product may not meet your expectations, and we aim to make the returns and refund process as straightforward as possible.

This Returns & Refund Policy explains your rights, our procedures, and the conditions under which returns, replacements, exchanges, and refunds may be processed.

1. Your Right to Return

If you are not completely satisfied with your purchase, you may request a return within 30 calendar days of receiving your order.

  1. To qualify for a return, products must:
  2. Be unused and in resalable condition.
  3. Be returned with all original packaging, accessories, manuals, and components.
  4. Not show signs of misuse, damage, modification, or excessive wear.
  5. Be accompanied by proof of purchase or order confirmation.

Returns submitted outside the return period may not be eligible for refund approval.

2. How to Request a Return

To initiate a return, please contact our customer support team before sending any item back.

Please include

  1. Full name
  2. Order number
  3. Product name
  4. Reason for return
  5. Photographs (if applicable)

Return requests can be submitted via:

Email: support@yourfitnessgym.co.uk

Phone: +44 7988 583111

Our team will review your request and provide return instructions where applicable.

Returns sent without prior authorisation may experience delays in processing.

3. Change of Mind Returns

If you simply change your mind after receiving your order, you may still be eligible to return the item within 30 days.

For change-of-mind returns:

  1. Products must remain unused.
  2. Original packaging must be intact.
  3. Customers may be responsible for return shipping costs.
  4. Original shipping charges may not be refundable unless required by law.

Once the returned item has been inspected and approved, the refund will be processed.

4. Damaged, Faulty or Defective Products

We carefully inspect products before dispatch; however, if your order arrives damaged or develops a manufacturing fault, please contact us as soon as possible.

To assist our investigation, customers should provide:

  1. Order number
  2. Description of the issue
  3. Clear photographs of the product
  4. Photographs of packaging where relevant

Depending on the circumstances, we may offer:

  1. Replacement product
  2. Repair solution
  3. Partial refund
  4. Full refund

Each case is reviewed individually.

5. Incorrect Items Received

If you receive an item that differs from what was ordered, please notify us within 7 days of delivery.

Once verified, we will arrange an appropriate solution, which may include:

  1. Product replacement
  2. Exchange
  3. Refund

Where the error is our responsibility, we will cover the reasonable return shipping costs.

6. Non-Returnable Items

For hygiene, safety, or operational reasons, certain products may not be eligible for return.

Examples may include:

  1. Products damaged by misuse
  2. Products altered after delivery
  3. Items missing significant components
  4. Products returned without original packaging

Clearance, liquidation, or final-sale items where clearly stated

This does not affect your statutory consumer rights.

7. Return Shipping

Customers are responsible for ensuring returned products are packaged securely.

We recommend using a tracked delivery service when returning products.

We cannot guarantee receipt of returned items that are lost during transit without proof of shipment.

Where a return results from our error or a verified product fault, reasonable return shipping costs may be reimbursed.

8. Inspection Process

All returned products are inspected upon arrival.

  1. The inspection process may include:
  2. Verification of product condition
  3. Packaging review
  4. Functional testing where appropriate
  5. Confirmation of reported issues

Processing times may vary depending on the product category and return volume.

9. Refund Processing

Once a return has been approved and inspected, refunds will be issued to the original payment method used for the purchase.

Typical refund processing time:

  1. Inspection: 1–5 business days
  2. Refund issue: 1–3 business days
  3. Bank processing: 3–10 business days

Actual timings may vary depending on the payment provider.

Customers will receive confirmation once the refund has been processed.

10. Partial Refunds

In certain circumstances, a partial refund may be issued.

Examples include:

  1. Products returned with missing parts
  2. Damaged packaging affecting resale value
  3. Items showing signs of use beyond reasonable inspection

Any deductions will be communicated before refund completion.

11. Order Cancellations

Orders may be cancelled before dispatch.

If an order has not yet entered the shipping process, a full refund will usually be issued.

Once an order has been dispatched, customers may need to follow the standard return procedure after delivery.

12. Refused Deliveries

If a customer refuses delivery without a valid reason, return shipping and associated handling costs may be deducted from any eligible refund.

13. Consumer Rights

Nothing within this policy limits or excludes any rights available to consumers under applicable United Kingdom consumer protection legislation.

Customers retain all statutory rights provided by law.

14. Contact Information

For any questions regarding returns, exchanges, or refunds, please contact us:

Your Fitness Gym

Address: 166C Westbourne Park Road, London, W11 1BT, United Kingdom

Email: Info@yourfitnessgym.co.uk

Phone: + 44 7988592330

Customer Support Hours

Monday – Friday:

9:00 AM – 5:00 PM

We are committed to providing fair, transparent, and efficient support throughout the returns and refund process.