Returns & Exchanges

*Coronavirus (COVID-19)*

We are still accepting returns as usual.

We have also extended our returns policy to 30 days for orders processed after March 2020 as we understand it may be a difficult time for you to return your items.

For all orders before that date, the 14-day window still applies. 

 

Returns and Exchanges

All returns or exchanges must be made within 14 days of the e-mail confirming shipment.

FITFAM Ltd will process a return/exchange** for any non-discontinued, unused item(s) within the 14 days return policy. Item(s) must be returned in their original condition, with tags and in an unused condition. There must be no visible stains, hairs or odour on the item(s) in order to qualify for an exchange or refund. If these requirements are not met, FITFAM Ltd has the right to reject the return/exchange.

**Exchanges only apply for the same items in a different size and/or colour.

FITFAM Ltd reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

Please allow up to 10 working days for your returned parcel to be received at our warehouse. Once the warehouse has received the parcel, an e-mail confirmation will be issued to confirm the return has been processed. It may take up to 3 working days for returns/exchanges to be processed.

Refunds take 5-7 working days to reach your account.

Please refer to our shipping policy for details on when you will expect to receive exchanged items.

Please note:

Returning an item is simple! Click on the portal link here and follow the instructions. Make sure your items are secure and properly labelled to ensure they get back to us safely. 

UK Customers

The cost of returning item(s) to us is £2.50. You will not have to pay up front to return the parcel, however £2.50 will be deducted from the amount we refund to you (unless you are returning a faulty item or returning for an exchange which is free of charge). If you choose to use any other returns method, you will be liable for the full cost.

International Customers

You will be responsible for the cost of returning the item(s) to us. Follow the returns by post instructions above and return parcels using your local postal services to: ASK Building - FitFam Returns, 665A Bloxwich Road, Walsall, West Midlands. WS3 2BD United Kingdom

 

If the item you receive is incorrect and/or faulty, please contact our customer support team quoting your order number, your name, details of the product, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

To initiate a UK return, please visit our returns portal here.

For any other queries please contact support@fit-fam.com.

Please note:

The returned item(s) is your responsibility until it reaches us. For your own protection, we advise that you send the parcel tracked and signed, using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. The parcel can take up to 10 working days to be returned to our warehouse, unless sent via special delivery.

You are responsible for the shipping fee for returning the merchandise.

All exchanged merchandise will not be charged a re-shipping fee.

Sale

Please note: All Sale Items are non refundable and are exchange or credit note only.

Cancellation Policy

You have 14 days to cancel your order. For further details, please see our cancellation policy.