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Your Order

Item prices shown are inclusive of any postage or delivery charge unless otherwise specified.

All orders placed online with fitproshop.com are subject to our order acceptance information detailed below.

Accepting an order

Order acceptance and the completion of the contract between you and us will take place when we despatch the product/item ordered, unless we have notified you that we do not accept your order or you have cancelled it in accordance with the cancellation instructions.

Occasionally we are not able to accept orders and these are the most common reasons:

  • We do not have the item(s) in stock
  • We are unable to get authorisation for your payment
  • There has been some kind of pricing or product description error

Your order will be dispatched as soon as:

  • Payment has been approved
  • The item is in stock

If there is any problem with your order we will contact you immediately.

Delivery

At present we can only deliver to mainland the United Kingdom and Northern Ireland.

We aim to send your order within three working days of your order approval. We will keep you up to date on the progress of your order via email. You can also track your order by logging on to My Account at fitproshop.com.

If you are ordering a large item, you may be contacted directly by one of our suppliers or postal agents to arrange for delivery.

You have not received your order

If you have not received your item within 10 working days of order, please contact our Customer Service Manager on 020 8586 7330.

Methods of Payment

You can pay by:

  • Visa and Visa Electron
  • MasterCard
  • Switch/Maestro
  • Solo
  • JCB

fitproshop.com does not accept the following payment methods:

  • Cheques
  • Postal Orders
  • Gift Vouchers
  • Cash
  • Other Credit Cards

If you wish to pay by any of these methods please call our Customer Service Manager on 020 8586 7330 between 09:30 and 17:30, Monday to Friday.

It is important that you provide the cardholder name, start and expiry date and the last three digits of the security number found on the back of your card. We also need your address exactly as it appears on your card statement. Card fraud is illegal and perpetrators will be prosecuted in all cases.

Canceling Your Order

You may cancel your order at any time until seven working days after delivery. If you have paid in advance, we will refund your monies within 30 days. (Please note that we may charge you a delivery cost to return the item and items or orders cancelled after the seven day period may incur a restocking fee). Cancellations are only valid if they are in compliance with the Consumer Protection Regulations 2000.

In the event of a complaint, please contact us on 020 8586 7330.

If you have not yet received your item(s) and you wish to cancel please email us immediately on info@fitproshop.com giving as much detail as possible.

You must provide the following details to us:

  • Customer Name
  • FitPro Membership Number
  • Order Number
  • Date of Order
  • Product/Item Name

Sometimes, by the time that you tell us you wish to cancel, we may have already sent your order. If so, remember that you must take care of the goods and return them to us in saleable condition.

(We reserve the right to charge you for any additional delivery costs.)

For full information on your right to cancel during the “cooling off period” please go to www.dti.gov.uk/consumers/fact-sheets/page24635.html.

In some circumstances you do not have a right to cancel. These include:

  • Goods made to your personal specifications
  • Sealed audio or video recordings which you have opened
  • Newspapers, periodicals or magazines
  • Goods which by reason of their nature can not be returned or are liable to deteriorate rapidly

Refunds

Our refunds policy does not affect your statutory rights.

I want a refund

If you want a refund for an item that you have been sent, you must first log on to your account and tell us by clicking the Refund hyperlink. This can be found next to each dispatched item within “My Account”.

DO NOT SEND THE GOODS BACK TO US YET.

When we have received this email from your account we will look into the reasons for your refund request immediately. We will then get back to you with more information.

You may be asked to send the item(s) back to us.

When you send your item(s) back to us (or, in the case of specialist courier, when we collect the item from you) we will process the returned item and then notify you via email of the refund. You can expect a refund in the same form of payment originally used for the purchase and usually within three weeks of us receiving your return.

You will be notified by email of completed returns and refunds. If the refund does not appear on your bank statement after four weeks from the day you sent us the return, please contact us for further assistance.

Note: fitproshop.com will not generate refunds for items purchased from any hyperlinked sites. Only your seller can generate a refund.

Items sent back because you have changed your mind about wanting them

A decision to refund in this category will depend on the supplier and the item(s) supplied. In some circumstances you may not be given a refund.

Items returned because they are damaged, defective or incorrect

If we agree to refund or exchange an item under this category, we will check the item(s) on receipt. In the event that we find no fault, we reserve the right to charge you for the item(s) and to recover our fees and expenses from you.

Items returned within the seven-day cooling off period

By law, customers located in the EU also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item(s) is/are delivered.

Please see the “Canceling Your Order” section for more information.