Terms & Conditions

We are committed to providing the best customer service to our customers.  Our terms and conditions apply to the use of our website and the conduct of the sale of retail goods to our customers.  If you have any questions please email us via our contact us page. Nothing in these terms and conditions will affect/reduce your statutory rights relating to faulty or miss described goods. For further information relating to your statutory rights, contact either the Citizens Advice Consumer Helpline, your local Citizens Advice Bureau, or your local authority Trading Standards Service for advice..

Pre-Ordering Stock / Back Orders

Most Items Are In Stock Most Of The Time But On Occasions Items Sell Out You Will Be Unable To Purchase The Items And You Will Be Unable To Add Those Items To Cart. When Items Are Due To Arrive Back Into Stock, We Unlock The Buy Option On Our Website And Allow Customers To Buy Items On Back Order / Pre-Order. This Option Becomes Available 14 Working Days Before The Item Is Due To Arrive Back Into Stock. The Item Page Will Display The Landing Date Of The Item Into The UK, It Typically Takes 7 Working Days From The Land Date For The Item To Be Delivered. Our Deliveries Department Will Send Out An Automated Email Once The Goods Land And Also A Second Email Once The Goods Are Sent With The Full Tracking Information. Please Note Pre-Orders Can Take A Total Of 21 Working Days To Deliver To Your Door From The Date You Make Your Purchase.

Order Cancellations

If your order is cancelled and not yet dispatched, we will offer you a full refund. Cancellation requests must be made in writing 24 hours prior to your item being dispatched.

In the events you made a cancellation request, but delivery was unable to be stopped in time. We ask at this stage DO NOT accept delivery once it arrives, refuse the package on arrival saying it is a cancelled order, the parcel will subsequently be returned to sender. (failure to do so will lead to you the customer having to pay for return charges).

If your item is dispatched and you wish to cancel your order, you will not be refunded the delivery charge, you will also be expected to refuse the item when it arrives to you, so it can be returned to sender.

 

Delivery Information

If your item is dispatched and you wish to cancel your order, you will not be refunded the delivery charge, you will also be expected to refuse the item when it arrives to you, so it can be returned to sender.

Allow 3 to 5 working days (Monday to Friday). Shipping is available to all UK destinations, however some remote areas or difficult access areas are subject to increased delivery costs known as delivery surcharges. Northern Ireland, Channel Islands, Scottish Highlands, Guernsey and other delivery surcharge zones are all liable for additional fees, they are listed in the surcharge zones below.

Tuffnells and Parcelforce will deliver parcels on tracked 48-hour service (unless deal specifies a longer delivery period). However because of the high volume of orders being dispatched from our warehouse the delivery period may extend up to 5 working days.

Orders dispatched next day if order made before 9am otherwise dispatch is on following day.

We do not deliver on weekends or public holidays.

We do not offer timed deliveries, delivery time is 9am to 6pm – specific time cannot be provided or time window cannot be provided.

Orders placed over the weekends from Friday 9am up to Monday 9am will be processed on Monday.

One man delivery only to the doorstep, driver is not obliged to carry item up flights of stairs, drivers may do this at their discretion but are not insured to do so, so if you anticipate difficulty in handling your parcel upon arrival please make necessary arrangements prior to your delivery arriving.

We do not offer un-packing or installation services for any of our products, customers must use instructions and unpack and set up the purchased products themselves.

Delivery Surcharge Zones

Surcharge is added to regular delivery cost. Cost of delivery to all of the surcharge zones vary depending on the size of the item. The lowest delivery surcharge is £9.99 and can go up to £30. For example all treadmills and exercise bikes cost £30 for surcharge, and a massage gun on the other hand would only cost £9.99. The surcharge is non-refundable cost and if you want to know exactly what the surcharge cost is, add the item you want into the cart proceed to the checkout and enter your delivery postcode, our checkout facility will then automatically give you the surcharge cost and total payable amount.

Surcharge zones include customers with the following postcode prefixes:
AB31-38, AB41-56, BT, FK17-21, GY, HS1-9, IM, IV7-56, IV63, JEG83, KA27-28, KW15-17, KW0-14, PA20-49, PA60-78, PH19-26, PH30-50, TR21-25, ZE1-3

Tracking Order

Sorry this feature is not currently available, please contact info@XstreamGym.com should you wish to receive further information about tracking your order.

Damages – 24-hour flexibility 

Damages in principle must be reported upon arrival of your order. You are expected to check the item once it arrives to your door and then sign for the item as received or sign for the item as received by damaged.

We have added a 24-hour customer protection caveat which allows all customers to receive items and to then subsequently check the goods within 24 hours of receiving for any damages incurred.

In the event of a damage being reported we expect the damage to reported in writing directly to care@xstreamgym.com.

Disclaimer: if at a later stage it is claimed a call was made or that you were unable to check the item within the 24hour specified time we will not accept liability of the damage. This is a strict company policy we adhere to avoid abuse of our 14-day money back guarantee programme. Simply put if a damage is reported after 24 hours in writing we reserve the right to refuse the customer complaint.

Faulty item

If you believe your item to be faulty, we request you inform us immediately by writing to our customer service team; care@xstreamgym.com. Please provide photo or video evidence to support your claim. Your claim will begin effectively from the moment you first write into our customer service team (by email only).

Our customer service team will do everything possible to remedy the issue remotely, believe it or not the most commonly reported faults are typically no faults at all, perhaps a loose wire needing tightening or a bit of explaining to help you put the item together usually solves the problem.

However not all cases are as simple as tightening a bolt or connecting a wire, in every case we carefully examine and advise, if all of the solutions we provide you with do not solve your issue, we ask for you to send the item to our warehouse for a further examination.

We will do our utmost to remedy. your issue as quickly as possible, the checking and refurbishing of your item can take between 15 to 60 working days. Its dependent on parts availability and feasibility of fault repair work if required.

If items are genuinely faulty, they will be repairer and sent back to the customer at our company expense.

Disclaimer: Cut wires, water damage to electronic chip sets or power sources, aesthetic or cosmetic damage, general wear and tear and other issues which are non-electrical are typically rejected. Return cost of the item which is claimed to be faulty is covered by the customer making the claim. If the claim is successful and the item is repaired it is sent back to the customer by us, at our expense.

Returns

We accept returns up to 14 days without any obligation. Collection of the unwanted parcel may take up to 14 working days. We will however within the 14-day period specify exact collection dates and also provide detailed collection instructions and information.

We are not liable to pay for the return carriage costs in the events of any customer exercising their right to a 14-day money back guarantee.

We recommend courier services such as parcels2go and parcel monkey or customer service team can make all of the return arrangements at a cost of £40.00.

We will only accept return once you complete a return form and send us images of the item packaged securely in the original box. If the item is not in original packaging, we will not accept the return. 

–          Reason for packaging: couriers do not accept items which are likely to incur further damage once collected from you. They are simply not insured to cover the item if it is not adequately packaged.

–          Hence why we request you keep the original box for at least 14 days, the original packaging has relevant white polyester protectors to protect item from damage and is acceptable for the courier.

Returns Disclaimer: If the products have not been purchased directly from our website and rather a 3rd party deal partner such as Groupon, Wowcher, eBay, Amazon or any other partner of ours we may ask you to pay us once again for the collection of the item. The logical step is to deduct the amount from the amount you originally paid, however unfortunate and inconvenient as it may seem some of our 3rd party payment systems are not set in such a way where they can give partial refunds, so we collect the collection amount from you, and you will receive refund in full, from the respective deal partner.

Warranty

3 Year warranty is for motor only. It doesn’t cover you against accidental damage or cosmetic damage or general wear and tear of the item. For breakages/damages of the product you must contact your home insurance company or find an online accidental damage claim service for home appliances, some companies specialise in this kind of insurance cover.

We do not fit the new motor but provide instruction of how to remove the old motor and install the new one. The instructions are clear, the process is simple and requires only a screwdriver.

All motors are free of charge but are delivered directly from our manufacturers in China. The airway bill delivery charges and taxes from door to door (China factory to UK Home), for a motor of this size and weight are around £40 to £60. Customers are expected to bare the freight and tax charges.

All motor part delivery arrangements and customs clearance are managed by our after-sales support team, the warranty can only be used once, keep your proof of purchase, invoice or voucher from when you originally made the purchase to make a claim.

We do not provide a warranty card or special warranty ID number; the receipt of purchase is enough to locate your order and submit your claim.

Refunds

Ordering through our website
Direct orders through our website www.xstreamgym.com are refunded directly by us. Our refunds are paid back to the card you used when you originally made your purchase, we do not transfer or refund to any other account.

Our refunds take up to 7 working days.

Orders made through our deal partners

Our deal partners include the likes of; Groupon, Wowcher, Amazon, eBay and others. Refunds made through our deal partners are directly refunded through them or through their online platforms. It doesn’t mean to say we can’t help; our customer service team will deal with your enquiry through every stage, up to the point a refund option has been agreed. In this instance we would contact our deal partner and request them to make a refund to you (the customer) directly.

Typically, our deal partners take around 7 – 10 working days to issue refunds back into your account. Our job is to make sure we confirm the refund has been accepted from our side, we do this by emailing the customer and refund department of the respective deal partner.

It’s good to know that when buying from our deal partners your money is safe, the deal partners retain your money and hold it until we provide them with tracking information. Our deal partners take further measures to ensure you are fully protected, they confirm the tracking information is correct, they then confirm if delivery has been received and then wait a further 30 days until they finally release a payment to us.