Returns & Refunds
Credit Notes and Refunds
If the customer wishes to return a product within their 7 days statutory rights period.
First 7 Working Days - as part of your Statutory Rights
The initial returns period starts from the day after the order is delivered to you. Within the first 7 working days a full credit note will be issued if the machine has been part or fully assembled. If the goods are still sealed in the box, unassembled and in the original packaging, a full refund will be provided.
Clarification of Assembly Terms:
Part Assembled: Applies to any items that have been taken out of the box and for which the assembly stages/processes have started. This term also applies to any items for which the seal on any included screw packs or assembly related items have been broken. This includes, but is not limited to; locking & safety pins, mains adapters, safety keys etc. which need only be removed from original packing if the machine is to be in use. If any of the above has been taken from its protective packaging, the assembly process has begun. This will be deemed as the customer having inspected the remaining parts and would signify acceptance of goods.
Fully Assembled: This applies to any products for which the assembly stages have been completed. It also applies to any items that have been used by the customers.
Faulty Product Procedures
If an item develops a fault, the customer is required to contact Fittr Home or the manufacturer's dedicated technical support team, which is in place to deal with problems relating to their own products.
The details of the technical support line can usually be found in the product manual. If you do not have your proof of purchase (usually e-mailed to customers before delivery) or if you do not have your product manual, please contact Fittr Home and we will provide the necessary contact details and information. The majority of manufacturers' technical support lines have a similar procedure. Some will require a copy of proof of purchase via e-mail, fax or post. If you have registered the warranty, a proof of purchase will not usually be required. Fittr Home and their staff will typically ask customers to call the technical support lines and provide numbers and relevant information. Fittr Home can send required customer information, and/or a valid proof of purchase to the appropriate manufacturer, if required. Manufacturers will also require the serial number of your item in most cases. This can usually be found on a sticker, displayed on the machine itself.
Solutions for Faulty Products
There are often several options open to customers to resolve any issues with faulty products. The choice of option will often be down to the customer, but on some occasions only 1 option may be available. If this is the case, the manufacturers' technical team and Fittr Home will make the decision on the option available. We are unable to discuss or entertain any other options other than those presented to customers by our customer service team or the manufacturers technical support team.
These are the order in which we will deal with Faulty products:
- Repair of the machine, usually on site or parts dispatched
- Replacement Machine, same or similar specification
- Refund or Credit Note
The options available for dealing with faults will often depend on factors such as when the product was bought and customer location. For example, if a product was bought several years ago it may be out of warranty, or if a customer lives in on an offshore location the manufacturers may only be able to offer a full replacement, and not an onsite repair or refund. That will be the only option that is then open to the customer. More detailed information on options that customers can expect, depending on when the fault develops, can be found below.
Faults After the Return Period has Expired
If a product develops a fault after our return period of 7 days has expired, you will need to follow the procedures detailed above at the start of the above section
Judging That the Item is 'Faulty'
Engineers and staff from the manufacturers' technical support team will ascertain if a product is faulty. To do this they will often need to speak with customers directly over the phone, or send an engineer to inspect the goods. Please Note: to provide the best possible service, Network Fitness will often require customers to deal directly with the Technical Support teams of manufacturers. They deal with faults on a daily basis and are trained to fully assist our customers.
Returning Perishable Goods
Under our Exclusion Policy, All Perishable Goods are NON-RETURNABLE.
I want to change or cancel my order. How do I do this?
This is no problem at all. Please contact our Customer Services team for help with this on +353 1 531 0190 between 9am and 5pm, Monday to Friday.
How long is your returns policy?
In order to opt for a refund, you can raise that with the Fittr support team or email us at firstname.lastname@example.org within 30 days of your purchase. We will be happy to refund the amount with minor processing fees as mentioned in our terms and conditions.
How long do refunds take?
Once the product has been returned to us and has been accepted we will then process the refund right away.
Refunds usually take between 3 and 5 business days to land back with you.
We work with Stripe on our payments so are also bound by their terms and conditions.
I haven't received a confirmation email or my tracking number, where is it?
Sometimes out of our control emails that we send out to our customers will go into Spam or Junk folders. Once you place your order with us, we would ask that you check both your Spam or Junk Mail folders for updates.
Can I track my order?
Once you’ve placed your order with us, you’ll receive a confirmation email from the team at Fittr.
Sometimes we rely on 3rd party couriers that do not unfortunately offer a tracking system. However, over 70% of our deliverers are done in house by our team and tracking is guaranteed with them.
If you could allow up to 5 working days before contacting us about tracking. From this point we will be more than happy to update you on your purchase.