Above all else, we reserve the right to process any order placed with us at our own discretion, and void those where we see fit to, without giving any reason. Any orders voided in this way will be refunded in full as required.

Processing of payment
We currently accept payment by Visa, Delta, Solo, Maestro, MasterCard and Electron. Customers requiring delivery to an address other than the billing address must still provide the billing address in full, exactly as it appears on the card statement. Failure to do this may cause the transaction to be declined, invalidating the order. As we use a payment clearing facility, operated by Secure Hosting Ltd, only authorised orders appear on our system for processing, and we are unaware of any declined transactions that may have been attempted. As such, please do not contact us regarding declined transactions, as we will have no information regarding them, or any powers to facilitate their authorisation.

Despatch/Cancellation/Returning goods or orders
Orders that are placed before 1300hrs will most likely be despatched the same day* on a next day* service, although this is not guaranteed. Orders placed after 1300hrs may still be despatched the same day, but may be despatched the following working day, again on a next working day service. (*Applies only to standard working days, i.e., Monday-Friday, and not Saturday, Sunday, or Bank Holidays). We will inform you of the delivery date once it can be confirmed, or if there is any unexpected delays in despatch, via the customer’s e-mail address provided, so please ensure that this is entered correctly when placing an order, and monitor your e-mail account after placing an order to view any correspondence from us.

If a specific day for delivery is required, this should be entered in the ‘Comments’ box at checkout; it is also advisable to place such orders 2-3 days prior to the required delivery date to allow for unforeseen delays in despatch. We process orders in the order that they are received, so may not be able to process an order requesting a specific delivery date at short notice in adequate time to meet that request. While we will attempt to meet any delivery requests, this is not a contractual agreement, and so we will not be held liable for any costs incurred by the recipient, or 3rd parties working on their behalf, for failure to meet a request.

If an order is cancelled after it has been despatched, the customer is liable for all outward and return carriage charges, which will be deducted from any refund given for the goods.

Under the ‘Distance Selling Directive’, October 31st, 2000, you have the right to cancel any order within 7 days of receipt for a refund. The goods must be returned to us in a re-saleable condition, i.e., intact with all seals in place as originally sold, within this timeframe; return of the goods is the sole responsibility of the consumer, and no compensation shall be made by Workout World towards this cost. Upon receipt of the goods they will be refunded, minus our outward shipping costs (a copy of the courier invoice/ postal receipts showing this fee can be provided on request) upon written request.

Orders that are returned in part, i.e., some item/s are retained and paid for, may also have some shipping costs deducted; these will be calculated as the difference between our shipping charges as incurred on the initial order, and what our delivery charge costs would have been for the retained item/s alone. Additionally, any change in the discount achieved on retained items caused by returning part of the order will be allowed for in any refund given.

Likewise, consignments returned to ourselves due to multiple failed delivery attempts will be refunded minus all our outward and return delivery costs. As such, we would urge the use of an address that will enable an immediate delivery to avoid this unfortunate situation occurring

Delivery
We will pay the standard delivery charge for most supplement orders for delivery to a UK mainland address*; as such we will choose the method of despatch, e.g., courier or postal service, that we feel will provide the best service to the customer, and ourselves. Supplement orders that are below £50 in product value after any discount has been applied will incur a Small Order Charge of £5.00 to offset the costs of processing and delivery; equipment orders that are below £15 in product value will incur a Small Order Charge of £2.50 to offset the costs of processing and delivery. If an order that combines both supplements and equipment is subject to both charges, only the £5.00 will be applied, assuming that the goods are dispatched together, as is the standard procedure.

It is the responsibility of the customer however to have the goods received on the first delivery attempt by the courier. While most delivery services we use do not incur fees for re-delivery, there are charges for both consignment re-direction and consignment returns after failed delivery/re-delivery.

Consignments re-directed after despatch incur a surcharge of £7.00, and whilst we may waive this charge at our own discretion the first time it occurs per customer and/or address, we will apply this charge on any subsequent occasion. [Deliveries by post (usually <1 kg) can not be re-directed, so do not incur this charge].

For charges incurred for returned consignments, see ‘Returning goods or orders’ above.

All orders require a signature upon delivery to be covered by the couriers insurance, so may not be left unsigned for, regardless of the relative safety of the location, e.g., porch, garage, etc. You may request items to be left unsigned for, but this transfers any liability for loss to the recipient, so is done entirely at the customer’s risk. (If the driver deems the location to be too high a risk, he may not even leave the items, regardless of any specific request to do so, in order to protect the customer from potential loss; this is entirely at the drivers discretion, but done only in the customer’s own interest). Losses of goods, after being left by the courier as requested, are the responsibility of the customer, and not Workout World or our carriers. As such, we would only suggest this option if you are totally confident in the safety of the location and goods.

If the delivery address is likely to be unoccupied at any time when the delivery may be attempted, customers should request that the goods be left with a neighbour, concierge, front desk, etc, where they will be signed for. Customers may minimise time awaiting delivery by choosing to use one of the premium rate timed services on offer.

Special delivery instructions should be included in the ‘Comments Box’ at checkout; while we will endeavour to fulfil any request, we can not guarantee that we, or the courier, can oblige.

No compensation will be given by Workout World or our couriers for losses incurred by a customer due to late or failed deliveries, except a refund of any premium rate delivery surcharges, where applicable.

Large equipment delivery**, i.e., treadmills, cycles, elliptical trainers, etc, are made directly from the relevant brands warehouse; as such, they will contact you soon after an order has been placed to arrange a delivery date, which is usually 10-14 days from ordering. Timed service deliveries therefore may not be available for an item ordered; if a timed service delivery is selected and paid for on any order where it is not available, the cost of the timed delivery will be refunded at the earliest possible opportunity.

Please note that for insurance reasons, delivery is only guaranteed to the ground floor entrance of the premises/building, so please make your own arrangements for adequate help in moving any items within the premises, up stairs, etc.

*The cost of delivery to Northern Ireland is £7.50 if the order >2 kg, but is free if <2 kg. The Scottish Highlands & Islands, the Channel Islands, the Isle of White and the Isle of Mann, are not covered by the free delivery service, and we reserve the right to apply an additional carriage charge prior to processing and/or despatching orders to these areas. Notification of any additional charge for the delivery will be sent via e-mail for your confirmation prior to our processing and/or despatching of the consignment. Any order that requires customer approval of additional shipping fees will be voided if this is not obtained within 5 days of the quote being given.

**Currently, large equipment (treadmills, bikes, elliptical/cross trainers, rowers, etc) are currently available only for orders requiring delivery within the UK mainland.

Damaged/Faulty Items
All problems with deliveries must be reported to us within 48 hours of receipt; claims made outside of this timeframe will not automatically be dealt with, although we may provide some gesture of goodwill at our own discretion.

In the unlikely event that incorrect goods are sent in error, we will despatch the required items and arrange collection of the incorrect ones. Incorrect items must not be opened, as this will be taken as acceptance of the items, and they then can not be returned or refunded.

If an item is damaged in transit, some evidence may be required by us or the couriers so that the item can be claimed for under insurance. Items must not be opened, as this will be taken as acceptance of the items, and they can not then be claimed for as damaged. As such, the items and the packaging should be kept, and not used, so the couriers can arrange an inspection, if required. (Taking and e-mailing us a digital photograph may be sufficient action). We will contact the customer to state when the goods will be collected, or if this is unnecessary, when they can be disposed of.

Items that will suffer ‘wear and tear’ with usage, e.g., gloves, straps, supports, etc, can only be returned to us if a fault develops within 28 days of the delivery date, and then only for replacement for the same item, or one of greater value if the original product is unavailable. This will be at our own discretion, and only if we feel that any fault/damage has not been deliberately created. Any items sent as a replacement will be covered by the original start date of any relevant warranty, i.e., the delivery date of the first item.

Large equipment, i.e., treadmills, cycles, elliptical trainers, etc, are covered by the statutory 1 year warranty (longer where stated in the item description) from date of delivery, during which time any faults should be reported to the Customer Services department of the brand concerned (details found within product brochures). Only replacement of the faulty part/item will be arranged, or with one of a similar value, at the brands discretion, if the original product is unavailable; any replacement item will then be covered by the original start date of the warranty.

BFPO/ P.O Boxes
As a token of goodwill to our customers serving in the armed forces, we do not currently charge for delivery to a BFPO address, but can only send packages <2 kg. Please consider that the 2 kg limit includes the packaging of the product and shipping carton, and items will be heavier than the weight of the products given in their descriptions.

Orders that are to be delivered to a BFPO address will take longer to deliver than our normal next day service. While we would try to deliver the order to the BFPO depot within 1-2 days as for any order, it is then down to the BFPO service itself to provide prompt delivery for the remaining part of the journey. We can not speed this process up, so please do not make such a request. We regret that at this time we are unable to deliver goods to P.O boxes, regardless of their location, so please do not request this.

International Shipping
The list of countries that we can ship to via road service is; Andorra, Austria, Belgium, Bulgaria, Channel Islands, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and Turkey. The cost is calculated at the checkout stage of ordering and added to the total order cost.

Expected delivery times are shown below.

Country	Zone	Estimated Transit Times (days)
Belgium, Luxembourg	1	2
Channel Islands	1*	2
Netherlands, Ireland	1	2
France, Germany	2	2-3
Austria	3	3
Switzerland, Lichtenstein	3*	3
Spain	3	3-4
Andorra, Gibraltar, Canary Islands	3*	3-4
Italy	3	3-5
Portugal	3	4
Denmark	4	3
Sweden	4	4-5
Finland	4	4-6
Norway	4*	5
Czech Republic, Hungary, Latvia, Poland, Slovakia, Slovenia	5	5
Estonia, Lithuania	5	6
Romania	6	4
Bulgaria	6	5
Greece	6	5-6
Turkey	6*	6

*Non-EU destinations include customs clearance charges.

We do not currently deliver to any other destination, so will void any orders that request delivery to any other location, and refund any charges accordingly.

Delivery charges are based on the total consignment weight, which will include the packaging of the product and shipping carton, and so will be heavier than the weight of the products given in the item descriptions.

Shipping costs (£) are shown below.

Weight (kg)	Zone 1	Zone 1*	Zone 2	Zone 3	Zone 3*	Zone 4	Zone 4*	Zone 5	Zone 6	Zone 6*
<2	20	20	20	20	20	20	20	20	20	20
<5	37.76	61.26	40.36	48.19	71.69	52.04	75.54	59.88	68.97	92.47
5-10	42.31	65.81	46.86	59.88	83.38	61.15	84.65	67.70	75.47	98.97
10-15	46.24	69.74	51.41	65.05	88.55	66.38	89.88	75.47	85.89	109.39
15-20	50.78	74.28	54.70	70.29	93.79	71.56	95.06	83.93	98.90	122.40
20-30	57.92	81.42	62.46	78.07	101.57	81.98	105.48	100.23	123.60	147.10
30-40	61.19	84.69	66.38	81.98	105.48	88.48	111.98	107.99	132.75	156.25
40-50	71.56	95.06	79.38	99.53	123.03	109.32	132.82	128.84	152.27	175.77
50-60	82.67	106.17	93.02	117.09	140.59	131.42	154.92	148.36	167.87	191.37
60-70	93.73	117.23	106.74	133.39	156.89	153.54	177.04	169.13	187.39	210.89
70-80	104.08	127.58	121.01	150.32	173.82	174.37	197.87	189.97	208.16	231.66
80-90	115.83	139.33	134.02	167.24	190.74	196.48	219.98	209.49	223.83	247.33
90-100	126.25	149.75	147.03	184.10	207.60	217.95	241.45	230.32	244.60	268.10
>100*	1.04	1.04	1.30	1.69	1.69	2.15	2.15	2.30	2.08	2.08

*Over 100kg is calculated as the 90-100 band plus the price indicated price per each kg over 100kg.

We can currently ship only to the card holders billing address on overseas orders, not to any alternative; neither can we ship to P.O. Boxes, even if they are registered with the card issuing bank. The card holder’s address details provided will be checked with the card issuer; if the details do not provide an exact match we may void the order, even if it has previously been approved by the Secure Hosting and/or 3D Secure online payment clearing system; in such circumstances we will make arrangements to refund any funds we received, if applicable, at the earliest opportunity. For all new customers we will need to clear the address and card details with the bank, via our own bank. Some countries, due to Data Protection Acts, will not divulge this information, even to another financial institution. In these cases, where we can not confirm the details, we will not be able to proceed with the order unless some other means of confirmation can be produced. This may include sending us a copy of a recent statement (less than 3 months old) for the card that shows the name, address and card number. [We do not require to see the transactions on the statement, which can be obscured], and a second form of I.D., e.g., telephone, electricity, gas or water bill, that again shows the name and address. Faxing this to +44(0)2087260666, or e-mailing to info@workoutworld.co.uk, are the quickest methods.

It is the customer’s responsibility, as the importer, not to order items that are prohibited in their country. Laws vary with each destination and we do not keep a list of each country’s customs legislation. If any items are seized by the importing country’s Customs we can nothing to help. We will issue a refund on any goods returned intact*, but this does not cover the shipping costs. It is also the customer’s responsibility to arrange and pay for return shipping; where we are charged for return shipping, e.g., on goods refused entry even before Customs clearance, we will claim these costs back from the customer.

*Goods opened by Customs will not be refunded in any way.

Where we have to provide a description of the goods for Customs we will use the words ‘Health Supplements’ and/or ‘Sports Supplements’ only, and the value of the goods will be stated; please do not ask us to make any other declaration.

Any taxes or duties that are required upon importation to the destination are the sole responsibility of the importer, i.e., the customer. We do not charge these ahead of sending the goods, and have no way of knowing what they may be, if any at all. Please check with the importing country’s Customers prior to placing any order.

All charges by us are made in GB£’s. Any reference to other currencies in regard to product/order cost on our web-site or in any correspondence that we may send, are merely estimates using time sensitive conversion rates. The actual cost charged to the customer’s card will depend on the exchange rate that the customer’s card issuing bank uses, and any currency exchange fee that they may also add.

Contact details
In case of any queries, please e-mail us at info@workoutworld.co.uk.