Returns Policy

The policy ("Returns Policy") sets out your consumer right of return and refund - this Returns Policy only applies if you are a consumer.

  1. If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

  2. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

    1. Any single Product which is delivered in one instalment.

      1. 14 days after the day on which you receive the Product.  Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

    2. Either one Product which is delivered in instalments on separate days; or multiple Products which are delivered on separate days.

      1. 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.  Example:  if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

    3. Any Product to be delivered regularly over a set period.

      1. 14 days after the day on which you receive the first delivery of the Products.  Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

    4. Any Product which is likely to deteriorate in condition or expire rapidly (a "Perishable Product"); or any product that has been personalised or made to order (a "Customised Product").

      1. Notwithstanding the cancellation periods set out above, you will not be able to return any Perishable Products or Customised Products following purchase.  No cancellation period will apply to such items.

  3. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to e-mail us at customer.services@myactiveplus.com or contact our Customer Services team by telephone on 0333 577 4774. If you are e-mailing us please include details of your order including your order number to help us to identify it. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you send us the e-mail.

  4. If you cancel your Contract we will:

    1. refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the products and/or services, if this has been caused by your handling them in a way which would not be permitted in a shop.

    2. refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product at one cost but you choose to have the Product delivered within a shorter period of time at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

    3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

      1. if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us; or

      2. if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

  5. If you have returned the Products to us under this Returns Policy because they are faulty or mis-described, we will refund the price of the Products in full.

  6. We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

  7. Please note that refunds can take up to 20 days or longer to appear in your bank or credit card account. This may depend on which bank you use and where it is located.

  8. If a Product has been delivered to you before you decide to cancel your Contract then:

    1. you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back or arrange for us to collect it from you. Please e-mail us at customer.services@myactiveplus.com or contact our Customer Services team by telephone on 0333 577 4774 to arrange a return;

    2. If the Product is one which cannot be returned by our nominated returns method, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery with the exception of bikes which may exceed the cost we charge for delivery.

  9. Because you are a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this Returns Policy or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.