Consumer returns policy

In short

Changed your mind? You have our 30-day REP return promise, and a statutory 14-day right of withdrawal on top of it. The statutory right applies even if you have opened, assembled or tested the item. If you have used it more than was necessary to establish its nature, characteristics and functioning, we may deduct the actual loss in value.

Is the item faulty? That is not a return. You have a legal guarantee of at least 2 years, we cover the costs of putting it right, and none of the conditions below apply. Please contact us before sending anything back: see our warranty information.

Large items. Racks, rigs and cardio travel by freight. Please keep the pallet and packaging, it keeps your return cost down.

1. Who you are buying from

Your contract of sale is with:

REP Fitness Europe A/S
c/o Advokatfirmaet SmithKrag
August Bournonvilles Passage 1
1055 Copenhagen, Denmark
CVR 44 81 60 59 · German VAT DE368144565
europe@repfitness.com · +44 330 174 6806

This is our registered office, not a return address. Returns go to our warehouse in Germany, preferably after requesting an RMA number from us (section 3.8):

REP Fitness EU, c/o Crane Worldwide Logistics
Ginsheimer Str. 8, Tor 4
65462 Ginsheim-Gustavsburg, Germany

2. Which route applies to you

There are two windows for changing your mind, and they run one after the other. Days 1 to 14 are your statutory right of withdrawal. Days 15 to 30 are our own REP promise, which we add on top of that. Section 3 sets out the first, section 4 the second.

If you are buying as a business, neither window applies to you and your order is governed by our B2B Returns Policy instead: repfitness.com/pages/b2b-returns-policy. Section 7 explains when an order counts as a business order.

Is the item faulty? That is not a return at all. See the note in the summary above and our warranty information.

The two windows side by side

These are the points on which the two windows differ. Everything else, including who pays the return transport and how a collection is arranged, is the same either way and is covered in sections 3.4 and 3.9.

Together that gives you a full 30 days from delivery. The first 14 come from the law. The next 16 we add ourselves, which is why those carry a few conditions.

3. Days 1 to 14: your statutory right of withdrawal

If you are a consumer buying at a distance, EU law gives you 14 days to withdraw from your order without giving a reason. This right stands on its own, alongside our promise in section 4.

3.1 The deadline

The 14 days run from the day you, or someone you nominated who is not the carrier, physically receive the goods. If your order is delivered in several shipments, the 14 days start on the day you receive the last item.

You only need to send us your decision within those 14 days. You then have a further 14 days to send the goods back.

3.2 How to withdraw

Any of these is enough:

1. The withdrawal form on our website, /pages/eu-withdrawal-form on your country's REP store. Fastest, and you get an immediate written confirmation.
2. The model withdrawal form in section 3.7, filled in and emailed to us.
3. Any other clear statement to europe@repfitness.com saying that you withdraw from the contract.

3.3 What we refund

We refund the full price of the goods, even if they were opened, assembled or used. From that we take off the cost of sending them back, see 3.4, and where it applies an amount for loss in value, see 3.5. If you paid a standard delivery charge we refund that too. We do not refund the extra cost of a delivery option more expensive than our standard delivery.

We refund within 14 days. Refunds go back to the payment method you used.

3.4 Return costs you pay

You bear the direct cost of returning the goods. Because much of our range cannot be returned by ordinary post, we tell you what that costs before you buy:

* Girth is twice the width plus twice the height, so length plus girth = length + 2 x width + 2 x height. Anything above 270 cm on a side, above 400 cm on length plus girth, or over 60 kg has to travel as freight. Freight collections are explained in section 3.9.

How freight returns are counted and charged

A pallet is loaded to a maximum of 500 kg. If your return weighs more than that, we add another pallet, and so on. So the maximum is simple to work out before you order: up to €300 for each pallet or crate.

What you pay may be less than the maximum. The real cost depends on distance, weight and size. If the actual cost is lower, that is what we charge you, and we confirm the figure in writing before we book anything.

If you can arrange the return more cheaply yourself, please do. You are welcome to use a carrier of your own choice rather than ours. See section 3.9.

For parcels we email you a return label. You can drop the parcel at a UPS Access Point or a post office, or ask UPS to collect it from your address. Either way you pay the same figure from the table above.

Product pages give each item's dimensions and weight. If you are unsure which category applies, ask us at europe@repfitness.com and we will confirm it in writing before you buy.

The parcel charges are per parcel. If a return needs three parcels, the parcel charge applies three times. But you will never pay more than the freight price for the same return: if sending it as freight would be cheaper, that is what you pay.

If you send back only part of an order you pay only for what is actually returned, based on the space and weight of that return rather than on the size of the original order.

If you are outside our standard delivery area and we quoted you a delivery price for your order, the return cost for that order matches the delivery price we quoted.

3.5 Deductions we may make

If you have handled the goods more than was necessary to establish their nature, characteristics and functioning, roughly, more than you could have done in a shop, we may reduce your refund by the actual loss in value.

• Unpacking an item, inspecting it, putting it together and briefly trying it out means no deduction from your refund.
• If you go further than that, we may reduce your refund by the actual loss in value. Examples would be a treadmill that has clearly been used for training rather than tested, a bar with worn knurling, a bench with visible marks of use, or an item that comes back with parts missing or damaged.

If we make a deduction, we will contact you with photographs and a written breakdown of the amount.

3.6 The only items excluded from the 14-day right

Two things are excluded from the 14-day right:

• goods made to your specification or clearly personalised;
• e-gift cards, once the code has been sent.

Nothing else is excluded. In particular, clearance, "final sale" and freight items are not excluded from the statutory right of withdrawal, and neither is a physical gift card or an item whose packaging has been opened.

3.7 Model withdrawal form

You do not have to use this form, but you may. Everything shown in blue italics is already filled in for you; please complete the dotted lines and email the form to europe@repfitness.com.

3.8 Requesting an RMA number

Before you send anything back, ask us for a return authorisation. We will issue you an RMA number. It is the reference our warehouse uses to identify your return on arrival and book it against your order.

Please:

1. request the RMA before you ship or before we collect;
2. tape the RMA slip we email you to the outside of the box, next to the return label;
3. quote it in any correspondence about the return.

Please do not write on the packaging, it affects whether we can resell the item. If you cannot print the slip, a handwritten note with the RMA number, taped on, works just as well. Please use tape rather than glue or a marker.

A return without an RMA has to be traced manually, which delays your refund. Requesting one is not a condition of your right of withdrawal, but it is the single thing that most speeds it up.

3.9 How a freight collection works

We can arrange the collection for you. You tell us when you are available and we will try to book a carrier to suit, though we cannot guarantee a particular date or time slot. The cost we disclosed is deducted from your refund. You may also arrange the return yourself with a carrier of your choice.

Collections are curbside, in the same way as delivery. Please have the item at the curb, driveway or ground-floor entrance, ready for loading. Drivers do not enter the property, dismantle the item or pack it for you.

Please only put the item outside when the carrier is due. Until it is collected it is still in your care, so anything left out overnight or unattended is at your own risk.

Please keep the pallet and packaging. With them we can use the cheapest return route, which is the figure you pay.

Without them, getting the item back to us in one piece is your responsibility. A freight item has to travel on a pallet, so you either supply one yourself or ask us to send one and pay what that costs on top of the return cost. Please pack the item properly: damage caused by inadequate packing may be reflected in your refund. Throwing the packaging away never costs you the right to withdraw, it only changes how the return is arranged.

4. Days 15 to 30: our REP return promise

Your statutory right of withdrawal covers the first 14 days after delivery, and section 3 sets it out. Our own promise then extends that window: you have until day 30 to tell us you have changed your mind and want a refund. Once you have told us, please send the item back within 14 days.

This promise covers days 15 to 30. Together with your statutory right, that gives you a full 30 days from delivery to change your mind. What we can accept from day 15 depends on the state the item comes back in:

In every case the item has to be complete, with all parts, fixings, manuals and accessories. Where we delivered something part-assembled, please put it back as we delivered it. Made-to-order and personalised products are not covered.

About the 15% restocking fee. Once a box has been opened we can no longer sell the item as new, so the fee reflects what we lose in reselling it. It is calculated on the price you paid for the item. It applies only from day 15. Your statutory right of withdrawal in the first 14 days carries no restocking fee at all, whatever state the item is in.

You pay the cost of returning the goods. We will always tell you the exact amount in writing first, and you can walk away from the return before you commit to anything. Section 3.4 sets out what to expect per category.

How to start a 30-day return: use our Initiate Return form, repfitness.com/pages/initiate-return, or email us at europe@repfitness.com.

5. Damaged, wrong or incomplete deliveries

Check your delivery on arrival where you can. If something is damaged, missing or wrong:

• please tell us within 14 days of delivery at europe@repfitness.com, with photos, including the outer packaging and the pallet on a freight delivery;
• we cover the necessary costs of putting it right: replacement parts, a replacement item, or collection and a full refund. Where third-party work is needed, please agree it with us in writing before it is carried out, so that we can either arrange it ourselves or confirm the cost.

Reporting later than 14 days does not remove your statutory rights; it only makes a transport-damage claim harder to evidence.

6. Cancelling before dispatch

Changed your mind before the order ships? Contact us as soon as possible at europe@repfitness.com. Put "Order cancellation" or "Order adjustment" in the subject line, with your order number.

We will try to stop the order, but we pick and ship fast, so once it has entered fulfilment this may no longer be possible. Fulfilment starts on the working day after we send your order confirmation, which is when the warehouse begins picking. If that happens you can refuse the delivery, or use section 3 or 4 once it arrives, and if you are within the 14-day withdrawal window you may withdraw at any time from the moment you place the order, including before dispatch.

7. Business orders

If you buy in the course of a business, trade or profession, including gyms, clubs, hotels, resellers and any order placed with a VAT number or on a REP quotation, you are not buying as a consumer. The consumer withdrawal right in section 3 and the consumer legal guarantee of conformity do not apply, and neither does our voluntary promise in section 4.

Business orders are governed by our separate B2B Returns Policy (repfitness.com/pages/b2b-returns-policy): returns at our discretion only, an RMA required in advance, a 15% restocking fee, return freight at your cost, and made-to-order and clearance items non-returnable. Any mandatory rights that cannot lawfully be excluded still apply.

8. How refunds are paid

• Same payment method as the original order, unless we agree otherwise with you.
• No fee for the refund itself.
• Faulty goods: without undue delay once the claim is agreed.
• Orders paid with a gift card: the part you paid by gift card is refunded to that card, or to a new card of the same value. Any remaining balance goes back to your other payment method.
• Gift returns: if you received the item as a gift, we will issue store credit for its value once the item is back with us. We will need the order number. The person who placed the order keeps the statutory rights in section 3 and can ask for a refund to the original payment method instead; for that we will also need confirmation from them.

9. Questions and complaints

Contact us first, europe@repfitness.com, +44 330 174 6806. We aim to respond within 2 working days and to resolve complaints within 14 days.

If we cannot resolve it together, you can bring the matter to your national consumer authority or an approved out-of-court dispute resolution body in your country. Consumers can find their national contact point through the European Consumer Centres Network (ECC-Net).

10. Nothing here affects your legal rights

This policy adds to your rights as a consumer under the law of your country of residence. It does not limit or replace them. Where anything in this policy conflicts with a mandatory consumer protection rule that applies to you, that rule prevails.

Last updated 1 September 2026. Applies to orders placed on REP Fitness EU country stores and shipped within the EU.