Refund and Returns Policy

Elevate Community Fitness – Returns and Refund Policy

Thank you for shopping with Elevate Community Fitness. We want you to be completely satisfied with your purchase. If you are not entirely happy with your items, we are here to help.

This policy is designed to be fully compliant with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations, if you buy online, you have the legal right to change your mind and cancel your order within 14 days from the day you (or a person you nominate) receive the goods.

  • How to notify us: To exercise your right to cancel, you must inform us of your decision by a clear statement. You can email us at elevate.hampshire@gmail.com or use our online contact form.
  • Returning the items: You must send the items back to us without undue delay, and in any event no later than 14 days from the day you inform us of your cancellation. We will provide details of how to return and or an address to return on making contact.

2. Condition of Returned Items

To receive a full refund, items must be returned in a resalable condition.

  • Clothing must be unworn, unwashed, and have all original tags attached.
  • Sports equipment and other fitness items must be unused and in their original, undamaged packaging.
  • We reserve the right to reduce your refund if the value of the goods has been diminished by unnecessary handling (e.g., if clothing has been worn beyond just trying it on, is stained with makeup/deodorant, or packaging is excessively damaged).

3. Exemptions and Hygiene Items

Some items cannot be returned unless they are faulty. This includes:

  • Hygiene-sensitive items: Underwear, sports bras, swimwear, or water bottles where the hygiene seal has been broken or unsealed after delivery.
  • Personalised items: Any clothing or equipment customized specifically for you.

4. Refunds

Once we receive your returned item or you provide proof of postage, we will inspect it and process your refund.

  • Timeline: We will refund you within 14 days of receiving the goods back (or within 14 days of you providing proof that you have sent them back).
  • Method: Refunds will be issued to the original payment method used for the purchase.
  • Delivery Costs: We will refund the standard delivery cost you paid when placing the order. If you chose an express or premium delivery option, we will only refund the cost of our standard delivery method.

5. Return Shipping Costs

  • Change of mind: If you are returning an item because you changed your mind or it does not fit, you are responsible for paying the return shipping costs. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
  • Faulty or incorrect items: If an item is faulty, damaged, or not as described, we will cover the return shipping costs or provide a pre-paid returns label.

6. Faulty, Damaged, or Incorrect Goods (Consumer Rights Act 2015)

We are under a legal duty to supply products that are in conformity with this contract. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your item is faulty or misdescribed, your rights are as follows:

  • Within 30 days: You are entitled to an immediate full refund.
  • Up to 6 months: If the item cannot be repaired or replaced, you are entitled to a full refund in most cases.
  • After 6 months: You may still be entitled to a partial refund or repair, but you must prove the defect was present at the time of delivery.

If you believe you have received a faulty item, please contact us immediately at elevate.hampshire@gmail.com with your order number and a photograph of the defect.

7. How to Start a Return

  1. Ensure your items meet the return criteria outlined above.
  2. Package the items securely.
  3. Include your original order slip or a note with your name and order number inside the package.
  4. Send the package to our returns address:
    Elevate Community Fitness Returns (we will inform you of the address or drop off location having received your email)
    elevate.hampshire@gmail.com

We want you to be pleased with your purchase. If you have any problem with your purchase, please get in touch at elevate.hampshire@gmail.com and we will do our best to resolve the matter a quickly as we can.