Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
This Returns Policy was last updated on 07/10/2022.
Returns Policy – Clothing and Accessories
We understand that occasionally you may decide that the product you have ordered and received is not suitable for your use. Please ensure that when you receive an item, you take reasonable care of it when trying it on, and ensure that any security seals or tags are still intact. You have 30 days from the date of receiving your order to initiate a return.
Please note that we are not able to cover the cost of returns postage on standard returns.
When you send any items back, please include a covering note including your order number, name, and a reason for return. Without your order number, we will be unable to refund you.
Please ensure your items are securely wrapped, and remember to ask for a receipt as proof of sending.
Returns Policy – Supplements
It is important that you check your order or items upon receipt and always before use.
When you return the items, please ensure you package them securely and include a covering note with your order number, name, and the reason for return, otherwise we may not be able to process your return.
You will need to obtain a ‘proof of postage’ receipt when you post your item to us. Without proof of postage, we may not be able to process your refund in the rare event that your item is lost in transit.
You have the right to change your mind. If you have ordered something and then later realised that is no longer needed, you have 14 days from the date of receiving your order to initiate a return.
Please ensure that the items you are returning are unopened and in the original packaging. Unwanted goods must be intact with any security seals unbroken.
Wrong item received
We have high standards when it comes to packaging your order. However, if you do receive any incorrect items, please accept our apologies, and contact us with your order details so that we can arrange a refund or replacement.
Damaged or faulty items
We take great care to prevent any damage to your goods during transit. However, in the rare occasion there is a problem/damage to your order on delivery, please accept delivery and contact us immediately.
Where you believe any product may be faulty, you must notify us within a reasonable time frame from the date of delivery. We do ask that you attach any pictures you have of the faulty/damaged items. We can then arrange for a replacement or refund as required.
Items not received
We apologise if you have not received your item. Please contact us within 21 days from the day on which you received the dispatch confirmation email from us, and we will be able to issue a refund or send a replacement.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government-funded consumer advice service on 08454 04 05 06.
Refunds
Once your goods have been returned to us, our Returns Department will check and confirm if you are entitled to a refund, and then we will refund the price of your item.
Returns are usually processed within 10 working days of receipt of the item, and will be credited to the original payment method.
Cost of returning items
We are happy to refund postage costs to return an item where: we sent you the wrong item; the item was damaged or faulty; or if you are returning a substitute or replacement item which you do not want to keep.
We will not refund postage costs to return items which are unwanted, no longer needed, or have been reported damaged or faulty but no error was found in the testing process.
The value of the refund will depend on the item and will be communicated to you after the testing process has been completed.
Complaints
Please contact us if you are not satisfied with the way in which we have handled the return or replacement. We do apologise and we want to resolve this matter for you.
Returns
Please contact customer service team using ukstore@upfitness.com email address, and our team will be in contact.
Please remember to include a covering note with your order number, name, and the reason for the return. Otherwise, we may not be able to process the return.
Contact Us
Customer Service: ukstore@upfitness.com