RETURNS POLICY
The following policies apply to merchandise purchased through our online store. For payment and refund terms applying to personal training and fitness programming, see our Terms & Conditions.
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Some goods are exempt from being returned:
- Gift vouchers
- Downloadable products & personalised fitness programmes
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition; damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 days. Where payment has been made by cash, or BACS, we may contact you for further information required in order to process your refund appropriately.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account. Then contact your payment card company. It may take some time before your refund is officially posted.
Next, contact your bank.
If you have provided information in anticipation of a refund being processed via BACS, you are responsible for the accuracy of the information provided. Unfortunately, missing refunds due to incorrect details provided cannot be recovered or processed again.
There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@thrive-fit.co.uk.
SALE ITEMS
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@thrive-fit.co.uk.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
SHIPPING OR REDELIVERY OF RETURNS
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you prefer to return your item in person, please contact us via info@thrive-fit.co.uk. In-person returns must be made within the 14 day returns window.