This page describes how we calculate refunds and outlines our policy on physical product refunds, metabolic test booking refunds and Trainsmart Interactive refunds. Our refunds policy does not affect your statutory rights.
When you send your item back to us, we’ll process the returned item then notify you via e‐mail of your refund. You can expect a refund in the same form of payment originally used for purchase within four weeks of our receiving your return.
Refunds within the 14-day cooling off period only applies to physical goods. This does not apply to virtual goods or services such as metabolic test bookings and Trainsmart Interactive training programmes.
Where you are withdrawing from your purchase within the 14 working day cooling-off period and
– There has been no error on our part
– You have complied with the Terms of Sale
We will refund the cost of the item only. We will not refund the delivery cost.
Where the item is damaged or defective, we will refund the delivery cost as follows:
– Where you are returning an item that was part of a larger order, we’ll refund the per-item charge for delivery that you incurred
– Where you are returning an entire order, we’ll refund applicable per‐item delivery charges and
– The per-delivery charge that you incurred
– We will refund only standard (Airmail) postage charges for items delivered outside the UK
We will not refund the cost of gift wrapping, delivery and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.
You will not receive a refund if:
– The product packaging has been damaged
– The product packaging has been opened
– The product seals have been broken
– The product stickers have been removed
– The product has been used
– The product has been damaged
If you book a test and cancel the test within 48‐hours of the test time and date, you may transfer your booking free of charge to an alternative booking time, subject to availability.
If you book a test and cancel within 24‐hours of the test time and date, you may be charged a £30 cancellation fee. We accept that things happen which are beyond your control. Where possible, we will waive the cancellation charge so long as our test assessor has not incurred any costs, inconvenience, or impacted any other client bookings/lost bookings. Waiver of the cancellation fee is at the sole discretion of Trainsmart. You may transfer your balance to book an alternative, available booking time.
If you book a test and do not show up for the test without cancelling it or informing Trainsmart, you will be charged the full value of the test with no refund.
You are required to submit your cancellation in writing to Trainsmart. Email correspondence is acceptable. The time of cancellation is taken from the time and date stamp of the received email. Trainsmart or its partners are not responsible for any late arrival of emails.
There are always risks when exercising. We have a duty of care to ensure you are fit and well and can complete your test without excessive risk to your health.
If you do not complete the health screening questionnaire 24 hours before your scheduled appointment time, your appointment will be cancelled and we will issue you a full refund.
If you fail to comply with the pre-test instructions and we are unable to conduct your test, we will be forced to charge you for wasted time and any expenses incurred by our Assessor. Please follow the pre-test instructions, particularly:
This section applies to physical goods only and explains what to do if you’ve received a damaged, defective or incorrect item from Trainsmart. This returns policy does not affect your statutory rights.
If you take delivery of a Trainsmart package and the contents have been damaged in transit, you can return the item(s) to us within 30 (thirty) days of receipt for exchange. Please follow the instructions below to return your item.
You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please follow the instructions below.
As soon as you find out we’ve sent you an incorrect item e‐mail us and let us know. We’ll send you the correct item as soon as we can. Send the original item back to us (please follow the instructions below) and we’ll make sure you are not charged for it.
Please follow the steps below to enable us to process your refund efficiently:
Fill out the back of the delivery slip, giving the reason for the return (including a full description of the fault if the item is defective).
If you don’t have the original delivery slip, include a note detailing the reason for return. This note must include your order number, which you will be able to find in Your Account details.
Wrap the item securely in its original packaging (if possible) with all warranty cards, licenses, manuals and accessories.
42 Grosvenor Gardens
Please note that we cannot accept returns if you deliver them to us by hand.
We will notify you via email when we have processed your return. This may take up to three weeks.
For your protection we recommend that you use a recorded delivery service if the value of the return is more than £50.
Note: in the event of Trainsmart sending you a replacement for a damaged, defective or incorrect item, you must return the original item to Trainsmart within 30-days. Trainsmart reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30-days of the date on which Trainsmart confirms we will issue a replacement.