Refund policy

 

At Flexyourgym, we aim to ensure our customers are fully satisfied with their purchases. If you are not pleased with your order, please read through our refund and return policy below. The following terms are applicable to any products that you purchase with us.

Legal Compliance

This policy is in accordance with the Consumer Contracts Regulations 2013, which provide you with certain rights when buying online. For more information on these regulations, please visit Gov.uk.

Interpretation and Definitions


Interpretation

Words with initial capital letters have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

Definitions

  • Company (referred to as either "the Company," "We," "Us," or "Our" in this Agreement) refers to J M Harzz Ltd, 203 West Street, Fareham, Hampshire, United Kingdom, PO16 0EN.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by you to purchase Goods from us.
  • Service refers to the Website.
  • Website refers to Flexyourgym, accessible from https://flexyourgym.co.uk/.
  • You means the individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.


Your Order Cancellation Rights

You have the right to cancel your order within 14 days without providing a reason. This period starts from the date you receive the goods.

To cancel your order, please inform us by:

Once we receive your cancellation request, we will issue a refund within 14 days using the same payment method you used for the original purchase. Refunds typically take 3-5 business days to process but can take up to 2 weeks, depending on your payment provider.


Conditions for Returns

To be eligible for a return, please ensure that:

  • The goods were purchased within the last 14 days.
  • The goods are in their original packaging.
  • The goods are unused and undamaged.


Non-Returnable Items

Certain items are non-returnable for health and hygiene reasons once they have been unsealed after delivery. These include:

  • Custom Branded Products: (e.g., printed branding on dumbbells or power racks). These products require contacting us by phone or email to purchase.
  • Special-Order Items: (e.g., made-to-measure power racks). These products require contacting us by phone or email to purchase.
  • Goods unsealed after delivery and not suitable for return due to health protection or hygiene reasons: Specific fitness equipment that comes into direct contact with skin or bodily fluids, such as yoga mats, resistance bands, or exercise balls. Once these items are unsealed and used, they cannot be returned due to hygiene concerns.
  • Earbuds or Headphones: Earbuds or in-ear headphones, once opened, cannot be returned due to their contact with earwax and the inner ear, which poses a hygiene risk.
  • Goods inseparably mixed with other items after delivery.

We reserve the right to refuse returns that do not meet these conditions.


Restocking Fees

A restocking fee may apply to any returned goods that:

  • Are returned in a used condition.
  • Have been assembled.
  • Are missing the original packaging.

The restocking fee covers the costs incurred by our warehouse for repacking, repairing, and restocking the returned items. This fee varies based on the size, weight, and condition of the returned product, as well as the labour and time required to restore the product back to a sellable condition. The specific cost will depend on the effort needed to return the product to its original state.


Returning Goods

Important: Please do not send any items back to us until you have contacted us and received a Return Authorisation Number (RAN). Returns without an RAN cannot be processed.

To initiate a return, please:

We will respond within 48 hours with your unique RAN and instructions on how to proceed with your return.

Once we have confirmed proof of purchase and any required photo evidence, we will send you a return label via email. You must print and clearly display this label for the courier service. We will then discuss the most convenient time for the product to be collected. Once we have confirmation of the time and date from the courier service, we will contact you to confirm.


Return Shipping Costs and Collection Fees

Please be aware of the following regarding the return and collection of goods:

Customer Responsibility

You are responsible for the cost and risk of returning the goods to us. To ensure safe delivery, we strongly recommend using an insured and trackable mail service.

Collection Arranged by Us

At your request, we can arrange for the collection of goods. The cost for this service starts at £15 per item plus VAT and will be deducted from your refund.

Please note that additional fees may apply depending on the size, weight, and destination of the items. We cannot provide a precise return shipping cost until these details are known.

Failed Collection Attempts

If there are any failed collection attempts, additional fees may be incurred. These fees vary based on the specifics of the product being returned.

Insurance for Return Shipping

We insure all return products to ensure they are protected during transit. The cost of this insurance will be covered by the customer as part of the return shipping fees. This ensures peace of mind, as we cannot be held responsible for any damage or loss caused during transit by the courier.


Refund Processing time

Receiving your refund will be processed using the same payment method as the original purchase:

  • PayPal Balance: Up to 5 business days.
  • Bank Account (via PayPal): 3-5 business days after PayPal processes the refund.
  • Credit/Debit Card (via PayPal): 5 days, depending on your card issuer.
  • eCheque: Up to 7-10 business days to process.


Exchanges And Return Gifts

  • Exchanges for a replacement product are only available for items received in a defective or damaged condition.
  • Gift returns must be made within 14 days of receiving the purchased goods. If you are eligible for gift credits, they must be used within 30 days. Please call the store once you have selected a product. If the product is less than the credit amount, no change will be given.


Faulty Or Damaged Goods

If you receive a faulty or damaged item, please contact us within 24 hours of receiving the goods:

Please provide photos of the damage. Faulty or damaged goods can be returned at no cost to you. We will provide a return label via email, which you will need to print.


Reporting Damage or Defects

If your item is damaged or defective, please report any issues within 24 hours of receiving the goods. We may require photos of the damage or the return of the original item to provide a resolution.

In some cases, our manufacturers are best suited to support your inquiries. We may connect you directly with them to ensure you get the best resolution in a timely manner. We will monitor your progress and step in if the manufacturer is unable to provide a satisfactory answer or does not respond within two business days.

If it has been more than 30 days since the delivery date but the item has an eligible manufacturer's warranty or protection plan, please contact us for a resolution.


Contact Us

If you have any questions about our refund and returns policy, please contact us:

Note: Our office address is for mail correspondence only. Please do not send returns to this address. We will provide the correct return address once your return is authorised. We appreciate your understanding.


Customer Support Hours

Flexyourgym is open 9 am - 5 pm, Monday to Friday. We aim to respond to all emails within 24 hours.