Returns and Exchanges

This page summarises the main information for returns and exchanges. The full information and legal agreement is on the Terms and Conditions page.

Returns

• Once items have been personalised, unfortunatly we cannot accept them back, of course this does not effect your statutory rights.
• We will refund unwanted, unpersonalised items returned within one month of the dispatch date.
• We will exchange items for a different size, colour or style if returned within three months of the dispatch date.
• If an item arrives damaged or faulty, or the incorrect item is supplied, Fitwell will refund the full purchase price.
• If you have decided that you don't want the product or need to exchange for a different size, colour or style, postage and packing costs both ways are your responsibility. We will charge the additional postage cost to your card when we despatch your exchange items.
• Non stock items or 'special orders'.  We cannot refund items which have been specially ordered unless our supplier will accept them back into their stock.  We follow normal industry practise in making a 20% handling charge for returns of this nature.
• Any product you return must be returned complete, in clean unworn condition, in its original packaging and with all labels still attached.
• Any free goods supplied as part of the product purchase must be returned with the product, otherwise we may deduct the full list price of the missing items from any refund.
• When returning your item(s), please complete and enclose our Returns Form to help us identify your package and process your return as quickly as possible.
• If you do not have a printer please include the same information in a letter in your package.
• Always return goods to us by either recorded or registered post or some other form of insured service. This is essential because we do not compensate for returned parcels lost or damaged in transit. If items you are returning are lost or damaged it is your responsibility as the sender to claim compensation from the carrier. We recommend the use of an insured delivery service.
• Refunds will be processed within 28 days.

Faulty Goods

If goods are deemed to be faulty and can be repaired we will do so. If this is not possible a refund or replacement will be given. If there is any dispute into the cause of a fault i.e. caused by misuse, washed wrongly etc, we will return the item to the manufacturer for analysis and decide the appropriate outcome dependant on the results.

Complaints

• If anything is not right, please call us on 0151-734-2546 between 9:30am and 5:00pm Monday to Friday, or email shop@fitwell-ltd.co.uk We will aim to resolve the matter to your complete satisfaction.
• If you are still not happy, please contact Customer Services Manager) by direct email to ingae@fitwell-ltd.co.uk Please do not contact them until you have given our customer services team the opportunity to help you.