Returns, Cancellations & Refunds
1) 14-day change-of-mind cancellation
If you’re a consumer buying online, you have the right to cancel your order within 14 days of receiving it (the 14 days starts the day after delivery).
To cancel, email us within the 14-day period:
keptrainersuk@gmail.com
Include: order number and full name.
2) Returning your item
You must send the item back within 14 days after.
Return address:
Citipost
1 Criterion Park
Crabtree Manorway North
Belvedere
Kent
DA17 6FQ
Please include a note with:
3) Condition of returns
Items must be returned in the condition received with original packaging, including box/labels/accessories where applicable.
If returned items show excess handling beyond what’s needed to check them (e.g., worn outside, marks/odours, missing packaging/components), we may reduce the refund to reflect any loss in value.
4) Return postage
For change-of-mind returns, you are responsible for return postage costs. We recommend a tracked service and keeping proof of postage is key.
5) Refunds
If you cancel within the legal timeframe, and all in original condition etc, we will refund:
Refunds are processed within 14 days of us receiving the return.
6) Non-returnable items (change of mind)
Unless faulty, we do not accept change-of-mind returns for:
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items that are used beyond what’s needed to inspect.
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items returned damaged by the customer.
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any item that is not returned with original components/packaging where this prevents resale.
(Your statutory rights for faulty goods are unaffected.)
7) Faulty, damaged, wrong item, or not delivered
If your item is faulty/not as described, damaged on arrival, or you received the wrong item, contact us at kepttrainersuk@gmail.com and we’ll resolve it in line with your legal rights. In many cases, consumers have a 30-day right to reject faulty goods.
If an order is lost or damaged before delivery, please also reach out to kepttrainersuk@gmail.com
