Return & Refund Policy

Returns & Refunds Policy — All Gym Equipment

Last updated: 14 August 2025

We want you to be confident ordering from All Gym Equipment. This policy explains how returns, refunds and exchanges work, in line with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”).

1) Your right to cancel (change of mind)

  • For most online purchases you have 14 calendar days from the day after delivery to tell us you’d like to cancel.

  • You then have another 14 days to send the item back.

  • We’ll refund you within 14 days of receiving the goods back, or of you providing evidence of return—whichever is earliest.

Conditions for change‑of‑mind returns

  • Items must be unused, unassembled, and returned with all parts, manuals and original packaging where reasonably possible.

  • You’re responsible for the cost of returning items that are not faulty. For large or heavy items we can arrange a carrier—see “Collections for bulky items”.

Deductions for handling

  • We may reduce your refund to reflect any diminished value caused by handling beyond what’s necessary to check the item’s nature, characteristics and functioning (as you could in a shop).

Items that can’t be returned due to change of mind

  • Special orders, custom or personalised items.

  • Products where hygiene is a concern once opened (e.g., mats, wearable supports), unless faulty.

  • Any item that has been assembled, installed, or used.

2) Faulty or not as described

Your legal rights are protected by the Consumer Rights Act 2015.

  • Within 30 days of delivery: if the product is faulty or not as described, you can reject it for a full refund.

  • After 30 days and within 6 months: we’ll repair or replace at no cost. If that’s impossible or disproportionate, you can request a refund. Faults are presumed present at delivery unless we can show otherwise.

  • After 6 months: we’ll still help, but you may need to show the fault was present at delivery or due to a manufacturing issue.

We also cover missing parts or transit damage—please let us know within 48 hours of delivery with photos so we can put it right quickly.

3) Collections for bulky items

Many gym products are heavy or palletised. If you need us to arrange a return:

  • We’ll quote a collection charge based on weight, dimensions, location and service type (standard, two‑person, pallet).

  • You’ll be given a collection window and pre‑collection instructions (e.g., disassembly, re‑boxing, palletising where applicable).

  • Collection fees are waived for confirmed faulty goods.

4) How to start a return

  1. Email: [support@allgymequipment.co.uk]

  2. Include: order number, item(s), reason, and photos if relevant.

  3. We’ll issue an RMA and the correct return instructions. Please do not send items back without an RMA.

5) Refunds

  • Refunds are made to your original payment method.

  • If your order included a delivery upgrade (e.g., named‑day, room‑of‑choice), we’ll refund only the standard delivery element for change‑of‑mind returns.

  • Where a partial return reduces your order below a promotional threshold, related discounts may be adjusted.

6) Exchanging an item

Where stock allows we can arrange like‑for‑like exchanges. Otherwise we’ll process a refund and you can place a fresh order.

7) Proof of condition

For your protection, please take time‑stamped photos of the item and packaging before handover to the carrier.

8) Need help?