At Total Gym Store, we aim to provide high-quality gym equipment and a smooth shopping experience. However, we understand that sometimes a return or exchange may be necessary. Please read our returns policy carefully to ensure a straightforward process.
Your Right to Cancel
Under UK law, customers have the right to cancel their order before it has been dispatched and receive a full refund. If you wish to cancel, please contact us at support@totalgymstore.co.uk with your order details as soon as possible.
If your order has already been shipped, you can still cancel within 14 days of receiving the goods. However, you must return the items in their original condition and packaging at your own expense.
Returning Your Order
We offer a 14-day return policy from the date of delivery. If you are not satisfied with your purchase, you may return the item for a refund or exchange, as long as it is unused, in its original condition, and in the original packaging.
All parts, accessories, manuals, and tools included in the original shipment must be returned. Before sending your item back, you must obtain a Return Merchandise Authorisation (RMA) by contacting us at support@totalgymstore.co.uk. Please ensure that returns are securely packed to prevent damage during transit.
Return Shipping
Customers are responsible for return shipping costs unless the product is faulty or arrives damaged. If you are returning an item due to a change of mind, the return shipping cost will be deducted from your refund.
If you choose to use your own courier, you must ensure the item is insured against loss or damage. Your courier must also obtain a signature upon delivery to our warehouse. If you prefer, we can arrange collection from a ground-floor location for a pre-agreed fee.
Refunds & Exchanges
Once we receive and inspect your returned item, we will process your refund or exchange. Refunds will be credited to your original payment method within 5-10 business days. If the item or packaging is damaged or incomplete, we may issue a partial refund.
If you would like an exchange, we can provide an alternative product of equal or greater value, subject to availability. Any price difference must be paid before we dispatch the replacement item.
Damaged or Faulty Items
If your item arrives damaged or faulty, please notify us within 48 hours of delivery and provide photographic evidence. We will arrange for a replacement or refund at no additional cost.
Please do not attempt to repair or modify the item, as this may void your eligibility for a return.
Non-Returnable Items
Certain items cannot be returned. These include custom or made-to-order gym equipment, items that have been assembled or used, and hygiene-related products such as mats, gloves, or resistance bands unless they are faulty.
Cancellations & Refused Deliveries
If you cancel an order after it has been dispatched, you will be responsible for the return shipping costs. Orders that are refused upon delivery, unless damaged, will also incur return shipping charges.
For any return queries, please contact our support team at support@totalgymstore.co.uk.
We appreciate your cooperation and look forward to assisting you.