Returns Policy

Last updated: 05.01.2025

1. Company Information

This website is operated by StrengthX Ltd (“StrengthX”, “we”, “us” or “our”).

2. Business Customers and Consumers

For the purposes of this policy:

Business Customer means any customer purchasing goods or services wholly or mainly for business, commercial, trade, professional, institutional or organisational purposes, including gyms, studios, clubs, schools, hotels, companies, sole traders, partnerships, charities, public bodies and other organisations.

Consumer means an individual purchasing goods or services wholly or mainly for personal use and not for business or commercial purposes.

3. How to Request a Return

To request a return, please contact us before sending anything back.

Please email customerservices@strengthx.co.uk and include:

• your order number, for example #SX-12345;
• your full name and contact details;
• the list of item or items you wish to return;
• the reason for the return;
• photos or videos where the return relates to damage, a fault, incorrect goods or missing items;
• whether the item has been opened, used, assembled or installed;
• whether the original packaging is available and intact.

We will review your request and, where appropriate, issue return authorisation and provide the correct return instructions and return address.

4. Return Authorisation

All returns require prior written approval from StrengthX.

Return authorisation does not automatically mean a refund, credit or exchange has been accepted. Returned goods must first be received, inspected and assessed by us.

We may refuse a return where:

• the return was not authorised in advance;
• the goods are not returned within the agreed timeframe;
• the goods are used, damaged, marked, incomplete or not in resaleable condition;
• the original packaging, manuals, parts, accessories or promotional items are missing;
• the goods are bespoke, custom-made, special-order, imported, refurbished, clearance or ex-display items;
• the goods are hygiene-sensitive and have been unsealed or used;
• the request is outside any applicable return or cancellation period;
• you are a Business Customer and we have not agreed to accept the return.

5. Consumer Change-of-Mind Returns

If you purchased as a Consumer online, by phone or at a distance, you may have a legal right to cancel your order within 14 days of receiving the goods, unless an exemption applies.

Where this right applies:

• you must tell us that you wish to cancel within 14 days of receiving the goods;
• you then have 14 days to return the goods after telling us you wish to cancel;
• goods must be returned in a condition that allows them to be resold as new, unless reasonable handling is permitted by law;
• you are responsible for return postage, packaging, insurance and safe return unless we agree otherwise or the goods are faulty or not as described;
• we may reduce the refund if goods have been handled beyond what is necessary to inspect them and this has reduced their value.

Refunds for eligible consumer cancellations will normally be processed within 14 days of us receiving the returned goods, or within 14 days of you providing evidence that the goods have been sent back, whichever is earlier.

6. Business Customer Returns

Business Customers do not have an automatic right to return goods because they are no longer required, because the customer has changed their mind, because a project has changed, because finance or premises arrangements have not completed, or because the goods are no longer suitable for the customer’s intended use.

Any Business Customer return is at our discretion and must be agreed by us in writing before goods are returned.

Where we agree to accept a business return, we may deduct or charge:

• delivery charges;
• collection charges;
• restocking fees;
• administration fees;
• card processing or finance cancellation costs;
• supplier cancellation or return charges;
• storage, handling and inspection costs;
• installation, de-installation, assembly or labour costs;
• any reduction in value caused by handling, use, installation, missing packaging, damage or resale restrictions.

7. Condition of Returned Goods

Unless the goods are faulty or not as described, returned goods must be:

• unused, unassembled and uninstalled;
• in perfect, clean and resaleable condition;
• returned in the original packaging;
• complete with all manuals, fixings, parts, accessories and warranty documents;
• free from marks, scratches, dents, odours, stains, wear or damage;
• properly packaged and protected for transit.

If goods are not returned in acceptable condition, we may reject the return, reduce the refund, charge for repair or repackaging, or return the goods to you at your cost.

8. Return Postage, Packaging and Insurance

Unless the goods are faulty, not as described, or we have agreed otherwise in writing, you are responsible for all return postage, packaging, insurance and safe carriage costs.

You are responsible for the goods until they are received and signed for by us or our authorised returns location.

We strongly recommend using a tracked and insured return service. For large or high-value items, you should use a suitable pallet, freight or specialist courier service.

If goods are damaged or lost during return transit, this will be your responsibility unless we arranged the return collection ourselves.

9. Items That Cannot Usually Be Returned

Unless faulty, not as described, or otherwise required by law, we cannot usually accept returns for:

• custom-made, bespoke, personalised or specially ordered goods;
• goods imported or ordered specifically for you;
• refurbished, clearance, used or ex-display equipment;
• assembled, installed or commissioned equipment;
• goods that have been used in a commercial environment;
• goods without original packaging;
• spare parts, electrical components or ordered-in replacement parts;
• flooring that has been cut, laid, marked, damaged or installed;
• gift cards or digital products;
• services that have already been fully performed with your agreement.

10. Hygiene-Sensitive Products

For health, hygiene and safety reasons, we cannot accept cancellations or returns for hygiene-sensitive products once they have been unsealed, used or handled in a way that makes resale unsuitable, unless they are faulty or not as described.

This may include:

• massage guns;
• massage chairs;
• heart rate monitors;
• wearable devices;
• boxing gloves;
• boxing bags and boxing accessories;
• protective equipment;
• mats, pads or accessories used in close contact with the body.

11. Promotional Items and Bundles

If your order included a free gift, bundle discount, promotional item or discounted add-on, all items must be returned in full unless we agree otherwise.

If a promotional item is not returned, or is returned used or damaged, we may deduct its full retail value from any refund or credit due.

12. Damaged Goods, Shortages and Incorrect Items

You must inspect goods as soon as they are delivered or collected.

Visible damage, missing items, incorrect items or packaging damage should be reported to us in writing within 24 hours of delivery or collection.

Please include:

• your order number;
• clear photos of the packaging;
• clear photos of the damaged or incorrect item;
• details of any missing parts or items;
• a photo of the delivery label where possible.

If damage is visible on delivery, it should be noted on the delivery paperwork before signing wherever possible. If you sign for goods without noting visible damage, this may affect our ability to claim against the carrier or supplier.

You must keep all original packaging while the issue is investigated.

13. Faulty Goods and Our Right to Put Things Right

If you believe goods are faulty, please contact us at customerservices@strengthx.co.uk as soon as possible with your order number, details of the issue, photos or videos, and any relevant serial numbers.

We must be given a reasonable opportunity to inspect, investigate and put matters right.

Depending on the circumstances, we may:

• provide troubleshooting advice;
• request photos, videos, serial numbers or further information;
• arrange inspection;
• supply a replacement part;
• repair the goods;
• replace the affected goods;
• re-perform a service;
• offer a reasonable credit, refund or other remedy where appropriate.

Where an issue can reasonably be resolved by repair, replacement part, adjustment, calibration, software update, re-performance or other remedial action, you agree to give us the opportunity to do so before arranging third-party work, rejecting goods, withholding payment or seeking any refund.

We are not responsible for faults or damage caused by misuse, incorrect assembly, incorrect installation, unauthorised repair, third-party interference, lack of maintenance, unsuitable flooring, unsuitable power supply, moisture, corrosion, overloading, accidental damage, commercial wear and tear, or failure to follow manufacturer guidance.

14. Installation, Delivery and Service Charges

Delivery, installation, assembly, site survey, servicing, call-out, labour, storage and other service charges are not automatically refundable once the service has been performed or costs have been incurred.

If you cancel an order after delivery, installation, assembly, dispatch, allocation, supplier ordering, import, storage or service work has begun, we may deduct reasonable costs incurred.

Where an item is returned, any original delivery, installation, assembly, de-installation, failed delivery, collection, storage, access equipment, parking, waiting time or labour charges may be deducted from the refund unless the deduction is not permitted by law.

If we need to collect goods because they are faulty or not as described, we will discuss suitable arrangements with you.

15. Deposits, Special Orders and Cancellations

Deposits may be used to allocate stock, secure supplier orders, reserve installation capacity, cover administration and commit resources.

Unless stated otherwise in writing, deposits paid by Business Customers are non-refundable if the customer cancels, delays, changes their mind, fails to proceed, fails to provide required information, or is unable to accept delivery or installation.

Special-order, bespoke, imported, customised, refurbished, clearance or ex-display equipment may not be cancellable once ordered, allocated, prepared, dispatched or installed unless faulty or not as described.

16. Refunds

Refunds will only be processed after returned goods have been received, inspected and approved by us.

Where a refund is due, it will usually be made back to the original payment method unless we agree otherwise.

Refund timing may depend on your bank, card provider, payment processor or finance provider.

We may deduct appropriate costs, charges, restocking fees, damage, missing items, loss in value or other amounts permitted by this policy and applicable law.

17. Exchanges and Store Credit

At our discretion, we may offer an exchange, replacement item or store credit instead of a refund, particularly for Business Customers or where the item is not eligible for a standard return.

Any exchange or credit must be agreed in writing.

18. Refused Deliveries and Failed Collections

If you refuse delivery, fail to accept delivery, provide incorrect delivery details, are unavailable, or fail to make the site accessible, we may charge for failed delivery, redelivery, collection, storage, waiting time, administration and any other costs incurred.

Refusing delivery does not automatically cancel your order or entitle you to a full refund.

19. Finance and Leasing Orders

If your purchase is funded through a finance or leasing provider, any cancellation, return, refund or exchange may also be subject to the finance provider’s terms and approval process.

We are not responsible for finance provider decisions, documentation, approval times, cancellation terms or charges.

20. How to Contact Us About a Return

For all return, cancellation, damage, shortage or fault queries, please contact:

21. Changes to This Policy

We may update this Returns Policy from time to time to reflect changes in our business, products, services, legal requirements or operational processes. The updated version will be posted on this page with a revised “Last updated” date.