Refund policy

PART A: Core Terms (Priority Terms)

This section sets out the primary conditions for returns. In the event of any conflict or inconsistency between Part A and any other provisions, Part A shall prevail.

  • Country / Region: United Kingdom
  • Returns: We accept returns for both Defective and Non-defective products.
  • Exchanges: Accepted.
  • Product Condition: New and Lightly Used products.
  • Return Window: 30 Days from date of receipt.
  • Return Methods: Drop-off point or Mail/Postage.
  • Return Form: Responsibility of the customer.
  • Restocking Fee: No fees.
  • Refund Processing Time: 5 Days after receipt and validation.

PART B: Supplementary Information (Subject to Part A)

If you purchased your product from a reseller or another website, please contact them directly. The following applies to products purchased directly from this official website.

1. Statutory Cancellation Right (UK Regulations)

In accordance with the UK Consumer Contracts Regulations, you have a 14-day cooling-off period to cancel your order without reason. For products returned within this period or under our 30-day policy (as stated in Part A), KINGSMITH will refund the full amount paid for the goods. Please note: While initial delivery may be free, the direct cost of return shipping is to be borne by the customer.

2. 30-Day Satisfaction Policy

As specified in Part A, we extend the return window to 30 days. Between the 14th and 30th day from receipt, products can be returned if you are not satisfied (change of mind, order error, etc.). Return shipping costs remain the customer's responsibility.

3. Product Condition & Diminished Value

As per Part A, we accept returns for New and Lightly Used products. However, consumers are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature and functioning of the product (e.g., assembly wear or significant marks). A technical depreciation fee (estimated at 6% of the purchase price) may be applied if such signs are present upon inspection.

4. Return Procedure

  1. Contact uk.support@kingsmith.com with your order number to initiate a return.
  2. Photos of the product and packaging may be requested to confirm the condition (New/Lightly Used).
  3. Logistics options and applicable costs will be confirmed via email before shipping.
  4. Refunds are processed within 5 days (as per Part A) after technical validation at our facility.

5.Exchange Process

a. Submit a Return Request

  • Online Application: Log in to your KINGSMITH account, navigate to the "Return/Exchange Center," and submit a  exchange request by filling out the necessary information and selecting the reason for the exchange.
  • Email Application: Send an email to uk.support@kingsmith.com with your order number, product details, and reason for the exchange.

b. Receive Return Instructions

  • Customer Service Confirmation: Our customer service team will review your request within 48 hours and provide return instructions, including the return address and return label (if applicable).

c. Packaging and Shipping

  • Proper Packaging: Use the original packaging or other sturdy packaging to ensure the product remains unused and the labels intact.
  • Include Return Form: Please include the return confirmation email or RMA form with the returned product.

d. Warehouse Inspection and Processing

  • Warehouse Inspection: Upon receiving the returned product, our warehouse will check if the item meets the return conditions.
  • Exchange:
    • Eligible exchanges will be shipped within 7 business days after approval.

Note: If the product does not meet the exchange conditions, our customer service will contact you to discuss a resolution. If there is no response within 7 days, the exchange request will be considered abandoned.

6. Shipping Options and Logistics Fees

For non-defective returns, you may choose Option 1: Organise your own transport, or Option 2: Request our collection service. If you choose Option 2, the following estimated fees will be deducted from your final refund:

Product Category Examples Estimated Fee
Accessories & Small Gear Weights, Sensors £15 - £25
Compact Equipment WalkingPads £30 - £50
Large Equipment Treadmills, Rowers £60 - £90
Multi-function Stations Home Gyms On quote (min. £100)

*Note: No collection or logistics fees are applied if the product is recognized as defective.

7. Warranty

All products are covered by a 2-year (730 days) legal warranty.

  • Year 1: Parts and shipping costs included.
  • Year 2: Free replacement parts provided; logistics costs may apply based on diagnosis.

8. Best Price Guarantee

If the price drops on our official store within 14 days of your purchase, we will refund the difference (excluding major flash sales like Black Friday).

Return Address:
Watling Park, Station Road, Watford, Welton Station, NN6 7XY, UK
Email: uk.support@kingsmith.com
Tel: +44 808 502 0297