At ActiveGear Store, we stand behind the quality of our commercial-grade fitness equipment. We want you to be completely satisfied with your purchase of our premium Banks, Blocks, Rollers and Platforms, Ellipticals, Exercise bikes, Indoor cycling equipment, Multi gyms, and Treadmills. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Returns & Exchanges Eligibility

  • You may return or exchange items within 15 days of receiving your order
  • Items must be in original, unused condition with all tags and packaging intact
  • A proof of purchase is required for all returns/exchanges
Important Note: Due to hygiene reasons and product safety regulations, we cannot accept returns on:
  • Used fitness equipment
  • Items without original packaging
  • Custom or special order products
  • Items purchased during clearance sales (marked as “Final Sale”)

Return & Exchange Process

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order to initiate a return or exchange. Use the subject line “Return/Exchange Request – [Your Order Number]”.
  2. Provide Details: Include the following information in your email:
    • Your order number
    • The item(s) you wish to return/exchange
    • Reason for return/exchange
    • For exchanges: the replacement item you’d prefer
  3. Receive Authorization: Our team will review your request and email you a Return Merchandise Authorization (RMA) number within 2 business days if approved.
  4. Package Your Item: Securely repackage the item in its original packaging with all accessories and documentation. Include a copy of your order confirmation or packing slip.
  5. Ship Your Return: Ship the package to our warehouse at:
    ActiveGear Store Returns
    52 Plaza Retail Park
    Newry, GB CH8H 3LG
    We recommend using a trackable shipping service as you are responsible for the item until it reaches our warehouse.
  6. Processing: Once received, our team will inspect the returned item(s) and process your refund or exchange within 3-5 business days.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product)
  • For exchanges, we’ll cover the shipping costs to send your replacement item

Refund Information

  • Refunds will be issued to the original payment method used for purchase
  • Please allow 5-10 business days for the refund to appear in your account after we process it
  • Shipping fees are non-refundable unless the return is due to our error

Exchange Information

  • Exchanges are subject to product availability
  • If your preferred exchange item is out of stock, we’ll contact you to discuss alternatives or issue a refund
  • We’ll ship your exchange item via your original shipping method (standard or free shipping)

Return/Exchange Request Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – [Your Order Number]

Dear ActiveGear Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) for return/exchange:
[Product Name(s)]
[Quantity]

Reason for return/exchange:
[Please specify – e.g., wrong size, defective, changed mind, etc.]

For exchanges only:
I would like to exchange for: [Product Name and any specific details]

Please let me know the next steps to complete this process.

Best regards,
[Your Full Name]
[Your Contact Information]
[Your Order Number]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Customer Satisfaction Guarantee: At ActiveGear Store, we’re committed to providing premium fitness equipment and exceptional service. If you have any concerns about your purchase, please don’t hesitate to contact our customer service team who will be happy to assist you.

Last Updated: [Insert Date]