All orders are processed and shipped in the order that they are received. Standard delivery time is 5 to 7 working days. Delivery times may increase around holidays and peak shipping seasons. The freight delivery service you receive may vary among carrier companies. Since most carriers deliver to the curb side immediately adjacent to their vehicle and regard inside delivery as an extra service cost, it may be necessary for you to assist or move a product into your home. This is the case especially if you live in a block of flats, as carriers will only deliver to the ground floor entrance to the block. If you have alternative delivery requirements, please contact us prior to dispatch of your order. Be sure to include a phone number in case the carrier needs to notify you to arrange delivery. Standard deliveries are made Monday - Friday between 9am and 5pm. We will make every effort to ensure that orders placed before approximately 3.30pm on Friday can be dispatched for delivery on Saturday if specifically requested, or Monday as standard once delivery has been confirmed via telephone or e-mail with the customer; or once the order is received with either aforementioned date selected.
1.2 Royal Mail
Usually next day delivered by Royal Mail 1st Class, but please allow up to 2-3 days.
1.3 Express Delivery
This is our express one man delivery service. When you order there are timed options and dates to select in the calendar.
Monday to Saturday - All Day: £4.95
Monday to Saturday Before Noon: £8.95
Monday to Saturday Before 10.30am: £12.95
This is on a one man service where on some heavy items the driver may often require assistance with the box. If this isn’t suitable or you have any special delivery requirements please get in touch with us.
1.4 Express Delivery (Heavy Weight)
This is our express delivery heavy weight option. As with Express Delivery, there are timed options and dates to select in the calendar during the checkout process.
Monday to Saturday - All Day: £8.95
Monday to Saturday Before Noon: £12.95
Monday to Saturday Before 10.30am: £16.95
This is for particularly heavy items but we still try to keep the charge as low as possible. This is on a one man service where on some heavy items the driver may often require assistance with the box. However, on heavy products with individual boxed items over approx 70kg it will be delivered on a one man pallet service. If this isn’t suitable or you have any special delivery requirements please get in touch with us.
1.5 Two Man Delivery
We will contact you to arrange a convenient delivery date, usually within 1 business hour of placing your order.
The two man delivery service is necessary on many large products, as most manufacturers are now voiding warranties if equipment such as Treadmills are not delivered correctly. This ensures a hassle free delivery, the two man couriers will automatically call you 1 hour before delivery and the day before delivery you will be given a 2-3 hour timeslot during the day.
Example items: Large Treadmills, Cross Trainers and Multi Gym Systems
1.5 Standard Delivery
The Standard Delivery means we will contact you to arrange a suitable delivery date and service as the information isn’t available live at the time of ordering. The charge on 99% of cases will be kept at the lower rate of £4.95 for whichever delivery service you then choose. Please make sure you have included a phone number and email address at the time of order. We usually aim to be in touch within 1-2 business hours of the order going through.
*Please Note: Deliveries are to ground floor as standard, this includes Two Man services, unfortunately we cannot guarantee an upstairs delivery as none of the Two Man courier firms will arrange this 100% of the time due to health and safety and risk of damage to property by carrying a large item upstairs.
1.7 Republic of Ireland Delivery
We currently operate a flat rate Republic of Ireland delivery service for £35.00, this will appear in the checkout once the address field for Country is changed to Ireland using the drop down box, please fill in the Postcode Field with N/A. This service usually takes 3-4 days and our couriers will contact customers to arrange a convenient date once the goods arrive in Ireland. Deliveries are made Monday to Friday and larger items such as Treadmills and Multi Gyms will be delivered on pallets to a kerbside/garage/driveway depending on access.
1.8 Offshore / Remote Locations
Deliveries to any offshore or remote locations will usually be surcharged between £10 and £50 depending on the weight. Sometimes this surcharge can increase on heavy items such as Weight Sets. We can specify a date for delivery, but unfortunately we are unable to offer any extra services at the moment. Offshore and Remote locations include, but are not limited to; the Channel Islands, Isle of Man and Northern Ireland.
1.9 Delivery Times and Delivery Delays
Connection Fitness Ltd will try to deliver on time and in most cases, we will pre-arrange a date and time slot, but this cannot be fully guaranteed. Connection Fitness Ltd will not entertain any claim for compensation because of a late delivery, which is due to a third party carrier and is out of our control. Any claims of this nature should be taken up directly with the carrier.
You have a right to cancel your order (prior to shipment, see cancellation terms below) for any item purchased on this website, for a full refund. However, if an order has already been shipped and has left our possession, we will require you to pay the associated costs of returning the item to us before we will refund the purchase. Also, under the Distance Selling Regulations, you have 7 statutory working days starting from the working day after you have received your order, to cancel and return the product for a full refund. However, the buyer is required to pay all postage costs back to Connection Fitness Ltd and the product must be unused and in the original packing. If the product has been used or you do not have the packaging this will be deemed as acceptance of goods and we will accept or decline the return at our discretion, based on the terms of our 90 Day Buy & Try Returns Policy.
2.2 Order Cancellations and Refused Deliveries
You may cancel your order for a full refund prior to your order being shipped. If you cancel your order after it has been shipped, you are responsible for any and all freight charges incurred by Connection Fitness Ltd. Any unpaid freight charges will be deducted from your refund (see 'Distance Selling Regulations' above). If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for all outward and return freight charges incurred by your refusal. If it is found that any of the larger products upon delivery will not fit through any doors or stairwells and the product is subsequently returned or refused, you are responsible for all outward and return carriage costs. There will also be a minimum 15% restocking charge. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of installation easily. We include product weights and dimensions on our website, and if you are unsure about anything you must call us before placing the order.
2.3 Restricted Access and Delivery Terms
Due to the size of some delivery vehicles, any carriers delivering on our behalf must be informed of any restrictions regarding access for the delivering vehicles. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Connection Fitness Ltd will not accept any claims for compensation arising from non/failed/refused delivery of any item where the carriers or Connection Fitness Ltd were not made aware of any points of issue regarding access restrictions. In the event that the item is refused/cancelled due to these restrictions, the customer will be liable for all carriage charges. Due to Health & Safety regulations, upstairs deliveries are at the carrier's discretion and are not guaranteed. This includes (but is not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property. Delivery time scales are approximate; often it can be quicker than stated. However, if delivery takes longer than the time stated we will not entertain any claims for compensation. The delivery guides are rough estimates and the time scales are often out of our control. We will endeavour to notify you if delivery is going to take longer than originally expected and all timed delivery charges will be refunded either partially or in full dependant on circumstances should the delivery arrive considerably later than booked.
2.4 Damage in Transit / Shortages
When the carrier delivers your order, you need to count the pieces you receive and check for any damage. If the number of boxes you have received does not exactly match the number of pieces on the carrier's delivery note, this must be noted next to your signature. If the parcel(s) you receive have any damage on the exterior packaging you must check the contents and list the damage on the driver's delivery note, if the words 'goods delivered in good condition' are on the delivery form next to your signature they need to be crossed out also. Any damage must be reported to Connection Fitness Ltd within 48 hours of signing. If someone else is signing on your behalf they must be made aware of the above. If the box is damaged and you do not check the contents and fail to make any attempt to list this on the delivery note, Connection Fitness Ltd or the carrier cannot be held responsible. This does not affect your statutory rights and in the event of the goods being faulty, they will be repaired or replaced.
2.5 Delivery Arrangements
The Delivery Arrangements section in the checkout must be completed. If you select that the order can be left with a neighbour or delivered to an alternative address, the person signing on your behalf must be made aware of our terms above regarding damage in transit and shortages. As carriers and delivery drivers are not under our control, we cannot be held responsible for their actions when delivering and if you encounter any problems they must be taken up directly with the carrier. You can also opt for the order to be left in a 'secure location'. If the order is then left in this location by the delivery driver, and is subsequently stolen, Connection Fitness Ltd or the carrier cannot be held responsible for following your instructions. We will always endeavour to deliver at a convenient time for you, and in most cases we will pre-arrange the delivery, but we will not be held responsible for any delays caused due to events that are out of our control.
1.1 Returns overview - 90 days explained
Inspection of Goods
Goods will be inspected upon delivery back to Connection Fitness and must be adequately packaged and secured by the customer. If goods do not arrive back to Connection Fitness Ltd in the original packaging, or packaging equivalent in protection, or if some parts are missing; Connection Fitness reserves the right to deduct a proportionate amount from the refund as detailed below:
Inadequate / Disproportionate Packaging: Deduction of 5% from refund
Missing Product Parts / Documentation: Deduction of 10% from refund
Combination Of The Above: Deduction of 15% from refund
Assembly of Goods
In any situation that the customer has assembled the goods and disposed of the original packaging, this will be seen as acceptance of the goods and Connection Fitness Ltd reserves the right to decline the return of the goods for a refund. For further details on what is deemed as Assembly and Acceptance of Goods, see section 1.4: "Clarification of Assembly Terms". In most circumstances however, we will issue a credit note for the goods. This decision is at the full discretion of Connection Fitness Ltd. More information on credit notes can be found in section 1.3. Please note that if there is no packaging left then we have the right to refuse the return and not credit or refund.
1.2 Collection Charges
Collection Charges have been removed and you can now return free from the UK mainland.
Over-water / Remote Locations Collection Charges Still Apply
If a collection is required from an Over-water or Remote Location, such as Northern Ireland, Isle of Man, Scottish Highlands, Channel Islands etc. Then the collection charges will be given on receipt of a returns request as they can vary from time to time depending on the specific postcode. If you are not 100% certain of your decision to buy beforehand, it is highly recommended to check the return collection charges for remote locations prior to ordering, as they are generally quite expensive.
Where necessary Connection Fitness Ltd Reserves the right to increase or decrease collection charges at our own discretion if there is an appropriate reason, as with, but not limited to, the following circumstances; an upstairs collection, off shore collection, remote location, restricted access. Collection charges can often be more expensive than delivery charges because of carriage forward fee’s added by couriers.
90 Day Return Continuance Terms
If couriers turn up for a pre-arranged collection and the goods are not ready or the customer is not there, any charges that Connection Fitness incurs will be deducted from the refund or credit note. If a re-attempt at collection cannot be arranged within 5 working days of Connection Fitness Ltd issuing the RMA, the returns authorisation will expire. The 90 day hassle free returns policy continues throughout the RMA process if the return is cancelled, or if goods are not available within 5 working days for collection. If a second RMA is required, the second date of issue will be taken as the date of request and refunded accordingly upon return. Provided the return takes place within 5 Working Days of the customer being issued with an RMA; the refund will be processed based on the date of issue.
1.3 Credit Notes and Refunds
If the customer wishes to return a product within their 7 days statutory rights period, or within our 90 day policy a full refund will be issued if the following conditions are met:
Goods must be sealed in the original packaging.
Goods must not be assembled, either part assembled or fully assembled.
Goods must not have been used.
Goods must be returned in full, including all parts and any free products or documentation.
Free Gifts & Related Free Promotions are excluded from the refundable value.
If any of the above points are not met, then Connection Fitness Ltd will only issue a credit note for the goods. This credit note will be valid for exactly 6 calendar months from the date of issue and can be used exclusively or in combination with any other accepted payment method for purchases at Connection Fitness Ltd.
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. After the initial 7 working days the Connection Fitness 21 calendar day extension terms will apply.
1-7 Calendar Days of the 21
Within 7 calendar days a credit note for 95% of the value 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 issued by Connection Fitness Ltd, less the cost of the return.
8-14 Calendar Days of the 21
Within 8-14 days a credit note for 90% of the value 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 issued by Connection Fitness Ltd, less the cost of the return.
15-21 Calendar Days of the 21
Within 15-21 days a credit note for 85% of the value 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 issued by Connection Fitness Ltd, less the cost of the return.
Free Gifts & Related Free Promotions are excluded from the refundable value.
1.4 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.
2.1 Faulty Products
Faulty Product Procedures
If an item develops a fault, the customer is required to contact 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 Connection Fitness Ltd 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. Connection Fitness Ltd and their staff will typically ask customers to call the technical support lines and provide numbers and relevant information. Connection Fitness Ltd 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 Connection Fitness Ltd 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.
Three common remedies for faults are:
1. Refund or Credit Note
2. Replacement Machine, same or similar specification
3. Repair of the machine, usually on site or parts dispatched
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 Occurring Within the Return Period or on Arrival
If goods develop a fault during our return period of 90 days or are faulty on arrival you will need to follow the procedures detailed above at the start of section 2.1.
The possible solutions are:
1. A collection from the manufacturer and a refund
2. A collection and replacement machine from the manufacturer
3. Onsite repairs by the manufacturer or replacement parts dispatched to you.
Faults After the Return Period has Expired
If a product develops a fault after our return period of 90 days has expired, you will need to follow the procedures detailed above at the start of section 2.1.
The possible solutions are:
1. A collection and replacement from the manufacturer.
2. Onsite repairs by the manufacturer or replacement parts dispatched to you.
Refunds cannot be issued outside of the return period; however, in some cases we can issue credit notes once faulty goods have been collected by a manufacturer.
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, Connection Fitness Ltd 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.
Exclusion Returns Policy - 90 Calendar Days
Our 90 Day Hassle Free Returns Policy Applies to around 95% of our products:
Includes (not limited to):
- Treadmills
- Cross Trainers
- Exercise Bikes
- Rowing Machines
- Steppers
- Climbers
- Vibration Trainers
- Fitness Accessories, Home Gym Accessories, Weight Training Accessories
- Weight Benches, Bars, Weights & Weight Lifting Accessories
There are exclusions to the above however, which abide by the terms of our "90 Day Exclusion Returns Policy". Items which come under our Exclusion Policy include those below:
- All Multi Gyms
- All Weight Training items not listed above
- All Packages & Package Deals
- Products that have been Delivered and Installed by the manufacturer
- Supplements, All Perishable Goods & All Clothing Goods
Please note orders sent to the Republic of Ireland are still included, but return collection charges are priced upon application.
Returning Perishable Goods
Under our Exclusion Policy, All Perishable Goods are NON-RETURNABLE.
Returning Direct Manufacturer Deliveries
Items which are dispatched direct from the manufacturer will only be refunded if:
1) The item/items are un-assembled, in an un-used state, and packaged in their original packaging
2) The customer requests an RMA Return within 90 calendar days from the day after goods have been received.
Provided the two above conditions are met, the item/items can be collected and a full refund processed to the payment card.
If the two above conditions are not met, we are unable to offer any refund or credit for the item/items.
Returning Package Items
Single package items that are returned, which were not included as free gifts, will as standard receive a 10% deduction in refund amount based on the full retail price of that item at the time of purchase, taking into account the above criteria in relation to our 90 Day Returns Policy, with a cumulative percentage reduction in conjunction with the terms of the said policy. To clarify, a Treadmill which had a full retail price of 330, would be refunded 300 based on these terms, if returned as a single item from a purchased package deal.
Returning Multi Gyms & Other Weight Training Goods
Multi Gyms & Other Weight Training Goods can only be returned if the below criteria are met:
1) The customer requests an RMA Return within 90 calendar days from the day after goods have been received.
2) The item is in its original packaging, as received, un-used and un-assembled (if assembly is required).
Provided the two above conditions are met, the item/items can be collected and a full refund processed to the payment card.
If the two above conditions are not met, we are unable to offer any refund or credit for the item/items.