On rare occasions, products may be found to be faulty or defective and in keeping with our commitment to provide you with excellent service, if any product is found to be faulty or defective, we offer the following return facilities:

• We will replace goods or provide a full refund for goods that are faulty on arrival i.e. we call this "Dead on Arrival". Just contact us first so we know what to expect and so we can issue a returns number/reference. We'll either credit you or replace the goods, whichever you prefer. (If a fault occurs once you have accepted the goods it is a warranty issue - which we will deal with - see Warranty Support below).
• Where goods are suspected to be faulty, you will need to contact Technical Support either by email at sales@fitnessassist.co.uk or you may telephone them on 0800 328 6512 (You will not be charged for this call). They are available from 9am - 5.00pm, from Monday to Friday. Once a fault has been confirmed you will be offered either a refund or a replacement.

Distance Selling Regulations:

• Under the Distance Selling Regulations you have a right to cancel your order for any item purchased on this website, for a full refund. This does not apply to items personalised or made to your specification; or audio/video recordings or software must not have been opened/unsealed.
• We are pleased to support your right to a cooling off period, under the Distance Selling Regulation, during which you may cancel your order for any reason within 7 full working days. This cancellation period begins the day after you received the goods and expires at the end of 7 working days.
• To cancel you must email us (sales@fitnessassist.co.uk or write to us (at the address at the top of this page) within 7 working days beginning the day after you received the delivery of your goods, quoting your order number. You must take reasonable care of the goods and must not use them. You must return the goods complete with all relevant packaging in an unused and re-saleable condition to us at your cost and we advise you to adequately insure the goods during any return journey. If you are unable to return the goods within 21 days you must contact us to arrange a collection which will be at your cost.
• Please note that you have no right to return goods under the Distance Selling Regulations if you are a business customer.
• All refunds will be processed within 30 days from when you notify us of cancellation of the order. However, we are usually able to issue refunds within 5 - 7 working days from when the goods have been returned to our warehouse.

Unwanted Goods: (After expiry of Distance Selling Regulations)

• Unless you notify us to advise us of a return within 7 working days of delivery, we are not obliged to accept a return of unwanted products except where they are faulty.
• We are happy to replace goods or provide a refund for goods which aren't suitable, provided you have contacted us by telephone (Freephone 0800 328 6512) within 14 full working days of you receiving the goods. Returned goods must be unused and in a saleable condition. The goods should be returned essentially in an "unused" state, allowing them to be sold "as new" elsewhere. If this is not the case, then we are permitted to levy a charge equivalent to the amount required to make those goods saleable as new. Once we've received them back, we will arrange to either credit you or replace the goods with a different model, whichever you prefer.
• If products are unwanted or incompatible we will not refund the carriage charges or any costs incurred by you in returning them.

Return of Unwanted Goods

• Prior to returning goods, you need to obtain a returns number and write it clearly as a reference on the outside of the package so we can track the details back to your order in our warehouse.
• A returns number/reference can be obtained from customer care for these goods. Please email them at sales@fitnessassist.co.uk. Alternatively, you can contact them by telephoning 0800 328 6512. They are available from 9am - 5.00pm, from Monday to Friday.

Return of Faulty Goods.

• Where goods are faulty or unsuitable you must contact technical support to obtain a returns number/reference. Please email them at sales@fitnessassist.co.uk . Alternatively, you can contact them by telephoning 0800 328 6512. They are available from 9am - 5.00pm, from Monday to Friday.

Method of Return

• We do advise you to return any goods to us via a service requiring a signature on delivery and providing insurance e.g. recorded delivery, as, if they are lost, we cannot be held responsible for them. Recorded Delivery provides basic insurance cover for you up to the value of £36. Special Delivery offers higher levels of insurance.
• We cannot accept liability for packages damaged during transit from you to us so we advise you to package the goods adequately to prevent damage from occurring.

Return of Products

• All products that are returned to us for a refund must be returned to us in their original condition. This means that all the items included in the original shipment including manuals, any free software items, and any other items relating to that product must be included.

Returns Address

• Our returns address is as follows:
  fitnessASSIST
• Unit 7 (ASSIST creative resources Ltd)
  Ash Road South
  Redwither Industrial Estate
  Wrexham
  United Kingdom
  LL13 9UG

Response Time

• All refunds will be processed within 30 days from when you notify us of cancellation of the order. However, we are usually able to issue refunds within 5 - 7 working days from when the goods have been returned to our warehouse.

Contact Us

• If you require any further information with regards to our returns policy please contact us at sales@fitnessassist.co.uk . We are more than happy to assist you.