Refund policy
At Your Fitness Hub, we want you to feel confident when ordering from us. If something is wrong with your order, we will always aim to resolve the issue fairly and efficiently.
Faulty or Damaged Items
If your item arrives damaged or develops a fault within a reasonable time after delivery, please contact us as soon as possible with:
- Your order number
- A brief description of the issue
- Photos or videos clearly showing the fault or damage
Once we have reviewed the information provided, we will usually aim to resolve the issue by offering a replacement part, repair, replacement product, or another suitable solution.
Where a replacement or repair is not suitable, you may be eligible to request a refund, including the original standard delivery cost where applicable.
If the item develops a fault within the warranty period, Your Fitness Hub reserves up to 30 days from the date you first contact us to assess and resolve the issue.
If you choose to return the item within this resolution period instead of allowing us the opportunity to repair, replace, or otherwise resolve the fault, the original delivery fee, collection charges, and a 10% restocking fee may apply.
This does not affect your statutory rights.
Items Not as Described or Incorrect Items
If we have sent the wrong item, or the product differs significantly from the description on our website, you must notify us within 30 days of delivery.
Depending on the circumstances, you may be offered:
- A replacement at no extra cost
- A full refund, including original standard delivery charges where applicable
We may ask you to provide photos, videos, packaging details, product labels, or other information to help us verify the issue.
Warranty Coverage
Warranty periods vary depending on the product and manufacturer. Where applicable, warranty details will be shown on the individual product page or provided with the product.
To make a warranty claim, please contact us with:
- Proof of purchase
- Your order number
- A clear description of the issue
- Relevant photos or videos showing the fault
Warranty claims are assessed on a case-by-case basis and may require inspection, replacement parts, supplier assessment, manufacturer approval, or further troubleshooting.
Warranty cover does not usually apply to issues caused by misuse, accidental damage, incorrect assembly, incorrect installation, lack of maintenance, unauthorised repairs, unsuitable environments, general wear and tear, or failure to follow the product instructions.
How Refunds Are Issued
Once a refund has been approved, it will be processed using your original payment method unless otherwise agreed.
We will notify you once the refund has been issued. Refunds can take up to 14 days to appear in your bank account, depending on your bank or payment provider.
Returning Unwanted Items
If you have changed your mind, you may return your product within 30 days of delivery, provided that:
- The item is unused
- The item is unassembled
- The item is in its original packaging
- All components, manuals, fixtures, fittings, and accessories are included
- You have contacted us in advance and received return instructions
Return shipping costs for unwanted items are the customer’s responsibility.
A 10% restocking fee will also apply to unwanted item returns.
We reserve the right to refuse a return or reduce the refund amount if the item is used, assembled, damaged, incomplete, returned without authorisation, missing packaging, or not in a resalable condition.
Large, Heavy or Specialist Items
For large or heavy products, including saunas, ice baths, steam generators, and other specialist fitness or wellness equipment, return arrangements may require collection by a suitable courier or specialist delivery service.
Any collection costs, failed collection fees, repackaging costs, or supplier return charges may be deducted from the refund where applicable, unless the product is confirmed to be faulty or incorrect.
Customers are responsible for ensuring the product is safely packaged for return. If goods are damaged in return transit due to insufficient packaging, this may affect the refund amount.
Non-Returnable Items
For hygiene, safety, customisation, or product-specific reasons, certain items may not be eligible for return once opened, used, installed, assembled, or filled with water.
This may include, but is not limited to:
- Used ice baths
- Used hygiene-sensitive products
- Installed or assembled products
- Custom, bespoke, or made-to-order items
- Products that cannot be resold for safety or hygiene reasons
Where specific exclusions apply, these will be stated on the relevant product page where possible.
This does not affect your statutory rights if an item is faulty, damaged, or not as described.
Contact Us
To request a return, refund, replacement, or warranty claim, please contact Your Fitness Hub using the contact details provided on our website.
Please include your order number and as much detail as possible so we can help resolve your issue quickly.