Refund policy

Returns & Refund Policy

We want you to be happy with your Fit Freakz order. If you change your mind, you may return eligible items in accordance with the terms below.

1. Your right to cancel

If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us within 14 days of the date you, or a person nominated by you, receives the order.

Once you have notified us that you wish to cancel, you must return the goods to us within a further 14 days.

You do not need to provide a reason for cancelling your order. These rights are in addition to your statutory rights.

2. Condition of returned items

Returned items must be handled only to the extent reasonably necessary to establish their nature, characteristics and fit, in the same way you would normally inspect an item in a shop.

Where possible, items should be returned:

unworn other than for trying on;
unwashed;
free from marks, odours, pet hair, make-up, deodorant, fake tan or other contamination;
with all original tags still attached; and
with any original packaging supplied with the product.

You may try clothing on to check the fit. However, if an item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund to reflect that reduction in value. UK distance-selling rules allow deductions where goods have been used or damaged beyond reasonable inspection.

3. Return postage

For change-of-mind returns, including items that do not fit or where you have ordered the wrong size, colour or product, you are responsible for the cost of returning the goods to us.

Original return postage costs will not be reimbursed for change-of-mind returns.

We strongly recommend using a tracked postal service and retaining your proof of postage until your refund has been completed.

You remain responsible for the returned goods until they are received by us.

If an item is faulty, damaged on arrival, incorrectly described or we have sent you the wrong product, please contact us before returning it. Where we confirm that the item is faulty, damaged or incorrectly supplied, we will arrange or reimburse reasonable return costs as appropriate.

Nothing in this policy limits your statutory rights where goods are faulty, not as described or otherwise fail to meet the standards required by law.

4. Faulty or damaged items

Please inspect your order as soon as possible after delivery.

If an item arrives damaged, defective or incorrect, contact us as soon as reasonably possible and provide:

your order number;
your name and email address;
details of the problem; and
photographs showing the fault or damage where reasonably possible.

We may ask you to return the item so that we can inspect it.

Where goods are faulty, not as described or not fit for purpose, you may have rights to a refund, repair or replacement under the Consumer Rights Act 2015. These statutory rights cannot be excluded by this policy.

5. Items that cannot normally be returned

Certain products may not be eligible for a change-of-mind return where the law provides an exemption.

This may include:

personalised or custom-made products;
sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken; and
any other product for which a statutory cancellation exemption applies.

This does not affect your rights where an item is faulty, damaged or not as described.

For hygiene reasons, underwear or other intimate garments that are supplied sealed must remain sealed if being returned because you have changed your mind.

6. Sale items

Sale and discounted products are subject to the same statutory rights as full-price products.

Eligible sale items may therefore be returned under this policy unless a lawful exemption applies. Your rights in relation to faulty sale goods are the same as for goods purchased at full price.

7. Exchanges

We do not guarantee direct exchanges.

If you require a different size, colour or product, the quickest option is usually to return the unwanted item in accordance with this policy and place a new order.

Any return postage for a change-of-mind return remains the customer's responsibility.

8. Refunds

Once we receive your returned goods, we will inspect them and process any refund due.

Where you exercise your statutory right to cancel an online order, refunds will be made within the time required by applicable law and normally no later than 14 days after we receive the returned goods or, where applicable, acceptable evidence that the goods have been returned.

Refunds will be issued to the original payment method.

Your refund will normally include:

the price paid for the returned goods; and
where the entire order is cancelled under your statutory cancellation rights, the cost of our least expensive standard delivery method.

If you selected a premium or expedited delivery service, we are not required to refund any additional amount above the cost of our standard delivery option.

Return postage paid by you is not refundable for change-of-mind returns.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after we have processed it.

9. Partial order returns

If you return only part of an order, the original delivery charge will not normally be refunded because the remaining items were still delivered to you.

This does not affect any statutory rights you may have.

10. Free delivery thresholds

If your original order qualified for free delivery because it exceeded a minimum order value, returning part of the order will not normally result in a retrospective delivery charge being deducted from your refund.

Any different treatment should only be applied where it was clearly disclosed before purchase and is permitted by law.

11. Refused and uncollected deliveries

If an order is refused, not collected from a delivery point or returned to us by the carrier, this does not necessarily amount to a valid notification that you wish to exercise your statutory right to cancel.

You should contact us directly if you wish to cancel your order.

Where an order is returned to us because the customer supplied an incorrect or incomplete address, failed to collect it, or refused delivery without a valid fault or cancellation issue, we may require payment of reasonable additional delivery costs before resending the order.

This does not affect your statutory rights.

12. How to make a return

Before returning an item, please contact us and provide your:

name;
order number;
email address; and
details of the item or items you wish to return.

We will then provide the appropriate return instructions.

Please do not send returns to an address other than the return address we provide, as doing so may delay your refund.

13. Proof of purchase

We may require reasonable proof that the item was purchased from Fit Freakz before processing a refund, replacement or other remedy.

Acceptable proof may include your order confirmation, order number or other evidence of purchase. Businesses are entitled to ask for proof of purchase when dealing with returns.

14. Your statutory rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict or reduce any rights you have under applicable consumer law.

Goods sold to consumers must be as described, of satisfactory quality and fit for purpose, and contractual terms cannot lawfully remove those statutory protections.

If any provision of this policy conflicts with a mandatory statutory right, the statutory right will apply.