Returns Policy

 

Returns Policy

 

1.     Introduction

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.

 

2.     Items returned within the 14-day cooling off period

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.

 

THE PRODUCT PACKAGING MUST NOT HAVE BEEN OPENED. ALL STICKERS AND SEALS MUST REMAIN INTACT. THE ITEM MUST NOT BE USED.

 

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

 

3.     Metabolic test refunds

48-hours before the test

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.

 

24-hours before the test

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 the 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.

 

No-show

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 will be 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.

 

4.     Trainsmart Coaching app refunds

Due to its nature, there are NO refunds available for the Trainsmart Coaching app. Please use the free trial before making a purchase decision. The Coaching app is a downloadable product. Once it has been purchased, it is deemed that the product has been consumed and NO refunds can be made.

 

5.     Return of faulty items

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 the item was damaged in transit

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.

 

If the item is defective

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.

 

If we sent you an item you did not order (an “incorrect” item)

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.

 

How to Return Your Damaged, Defective or Incorrect Item

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.

 

Send the package to the address below:

Trainsmart

42 Grosvenor Gardens

London

SW1W 0EB

United Kingdom

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.

 

Trainsmart will not reimburse shipping/delivery charges.

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.

 

6.     Contacting Trainsmart

We welcome your views about the Website, the Policy or our Terms of Use. If you would like to contact us with any queries or comments, please send an e-mail to: service.desk@trainsmart.com.