Return and Refund Policy

Return and Refund Policy

If your product is faulty, damaged, incorrect or you accidentally selected the incorrect size or colour during your purchase, please allow us to replace or refund your product.

We accidentally sent you faulty, damaged or incorrect goods?

Contact us to arrange collection
Email: customercare@onlinefitnessstore.co.uk or phone +44 7404 201596 and ask us to collect your unsatisfactory order – please notify us within 7days of such a delivery.  We will send our courier to collect the item(s) from you.

  • Reference your order number when contacting us
  • State whether you want a replacement item or a refund
 
 
The wrong size or colour was selected during your purchase?
 
 
  1. Exchange at a store
    Take the item and your tax invoice to your nearest store. We will happily exchange the item with the correct size or colour that you want
  2. Return to a store for a refund
    Take the item and your tax invoice to your nearest store. We’ll make sure that we pay your refund into the account from which the purchase payment was originally drawn.
Returns Policy
 
All returns and exchanges need to meet the following conditions:
 
  • It’s within 30 days of purchase date
  • You have a valid Tax Invoice
  • The item is unworn/unused and it’s still in its original packaging
  • The product ticket is attached
  • Underwear (excluding bras) and swimwear may not be returned or exchanged
  • Please note that we can only make an exchange or refund once we have confirmed receipt of your payment into our bank account and the refund will be made back into the account it was paid from

In-store Purchases: Refund & Exchange Policy

If you are dissatisfied with an item purchased from our store you may return it to any BENJAMIN WEST INTERNATIONAL t\a BLACK LION HOUSE GP LTD store for a refund, replacement or exchange provided that the conditions of our Refund & Exchange policy have been satisfied.

  1. The original till slip is required.
  2. All refunds are processed strictly in accordance with the original sales tender type.
  3. Refunds will not be given on Gift Cards. In addition, a refund on product bought on a gift card will be in the form of a new gift card.
  4. Returned products must be in the original condition and in undamaged packaging.
  5. For hygiene reasons, underwear including swimwear (excluding bras) may not be returned or exchanged.
  6. We will only consider exchanging or refunding a faulty product if it was used for its intended purpose and in accordance with the product’s instructions and / or user manual.
  7. No refunds or exchanges will be made for a product that has been misused or purposely damaged.
  8. A faulty product will, where relevant, be subject to a technical assessment by a specialist before being repaired, replaced or refunded.
  9. Repairs may involve a courier cost that is for the customer’s account and will be quoted upfront.
  10. When returning a product for repair, please ensure that it is in hygienic condition.

             Tell us about your experience in our stores or on the website:

  • talk to any of our Store Managers about our service and our products; or
  • contact our Customer Care Line on +44 753 181937; or
  • e-mail us at customercare@onlinefitnessstore.co.uk

We strongly recommend you contact us to talk through any concerns, questions or specific requests prior to purchase. 

Delivery prices (includes FREE) stated cover UK Nationwide only. For other areas and international postage, please contact our sales team for a quote.

We take great care in ensuring products are packaged to the best standards possible, however in very rare cases, these items can get damaged by the courier companies. When you receive your item, look around for obvious damage and sign for it as damaged even if the damage is extremely minimal (Unless you are previously aware of the damage).

If the courier is not prepared to wait whilst you look over your item(s), then please sign for it as damaged as this will ensure that if the courier did damage the item, claims can still be made against the cover and therefore protect you should we need to replace any items. If you did not sign for it as damaged or unchecked you will not be covered should the item turn out to be damaged, so please sign for the item as damaged or unchecked even if you see minimal damage to ensure you are fully covered.

Delivery via a pallet network will include a palletised kerbside delivery only. For insurance purposes our couriers are not permitted to enter your building, so please ensure you have people and/or equipment to move the product into your building.

We must be made aware of any restrictions to access to the property including but not limited to overhanging / low trees / shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. We will not accept any claims for compensation arising from non / failed / refused delivery of any item where the couriers were not made aware of any points regarding access restrictions. If the item is refused / cancelled due to these restrictions, the customer is liable for all return delivery charges.

Please ensure you have measured doorways, corridors and staircases etc to ensure the goods will fit where you want them to go and that you have the necessary manpower, tools and equipment in place to get the item in situ once delivered. All items will arrive in one piece to allow the buyer to test it fully prior to dismantling. Any dismantling and reassembly of equipment will be at the buyers discretion and their own responsibility unless a specific request for assistance is made prior to purchase. Please see our installation tab for more information on our installation services.

We pay our courier for a book in service whereby they will contact you prior to delivery and agree a suitable day for delivery. Should you fail to accept delivery after agreeing with the courier you will be charged for re-delivery. Failure to make this payment will result in us cancelling the sale and refunding you minus our postage costs. If you require the equipment to be installed or simply moved into a designated room, we can provide an installation and/or removals team (please see our Installation tab). Alternatively, you are welcome to collect from our warehouse in UK (LE10 3DS) free of charge. Opening hours are 9:00am to 4:00pm Monday-Friday, and a forklift is available for loading the equipment.

For returns please see see our Terms and Conditions.

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