Returns & Refunds
We want you to be completely happy with your purchase. If something isn’t right, you can return your item in line with the policy below.
Your Right To Change Your Mind
Under the Consumer Contracts Regulations, you have the right to return most items within 14 days of receiving your order for a refund.
To start a return, you must notify us within this 14-day period.
How To Start A Return
You can request a return by:
- 📧 Emailing our customer service team
- 📞 Calling us
- 📝 Completing our online returns form
Please include:
- Your order number
- Name and address
- Details of the item(s)
Return Conditions
To be eligible for a return:
- Items must be returned within 14 days of your return request
- Items must be in original packaging
- Items must be in a resellable condition
We recommend keeping proof of postage and photos of the item before returning.
Return Costs
If you change your mind:
- Return costs are paid by the customer
- Original delivery costs are not refunded
If we arrange collection:
- The collection cost will be deducted from your refund
- You will be informed of this cost before collection is arranged
Faulty Or Incorrect Items
If your item is:
- Faulty
- Damaged
- Incorrect
We will:
- Cover return costs
- Offer a repair, replacement, spare parts, or full refund (within the first 14-days)
This is in line with your rights under the Consumer Rights Act.
Refunds
Once your return is received and checked:
- Refunds are processed within 5 working days
- It may take an additional 48 hours to appear in your account
Refunds will be made to your original payment method.
After 14 Days
Returns requested after 14 days:
- May be refused
- Or maybe subject to an admin fee
In some cases, we may offer:
- Store credit (valid for 12 months)
- Exchange or replacement
Large & Bulky Items
For larger items (e.g. multi gyms):
- Returns may require a collection service
- Charges will vary depending on item size and courier
- Costs will always be confirmed before proceeding
Installed Products
If your product has been installed:
- It is no longer eligible for return unless faulty
If installation was purchased:
- Installation fees are non-refundable once completed
This does not affect your statutory rights. If your item is faulty, damaged or not as described, you are entitled to a repair, replacement or refund in line with the Consumer Rights Act 2015.
Gift Cards
- Gift cards can be cancelled within 14 days if unused
- Used or partially used gift cards cannot be refunded
- Refunds for gift cards are issued as a new gift card
Important Notes
- We may reduce your refund if the item shows signs of use
- Items must be packaged securely to avoid damage in transit
- Your statutory rights are not affected
This Returns Policy forms part of your contract with Pure-Tec Limited trading as Exercise.co.uk (Company Registration No. 3042924, VAT No. GB647393702).
