Refund policy
At Pulse & Rest, we want customers to purchase with confidence. As we supply everything from standard fitness equipment to supplier-ordered, made-to-order and bespoke wellness products, the returns process can vary depending on the type of product purchased.
This policy explains how cancellations, returns, damaged goods, faulty products and refunds are handled.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
Standard Stocked Goods
For standard goods purchased online as a consumer, you generally have the right to cancel your order within 14 days of receiving the goods without providing a reason.
To exercise your right to cancel, you must notify Pulse & Rest within the applicable cancellation period.
Once you have notified us of your cancellation, the goods should normally be returned within 14 days.
Unless the goods are faulty, damaged, incorrect or we have agreed otherwise, you will normally be responsible for the direct cost of returning unwanted goods.
Goods should be returned with reasonable care and, wherever possible, with their original packaging, accessories, instructions and other supplied components.
You may inspect goods as you reasonably would in a physical shop. We may be entitled to make a deduction from the refund where the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Please do not return goods without contacting Pulse & Rest first.
Supplier-Ordered Goods
Some products displayed on our website are ordered specifically from an approved manufacturer or supplier following a customer's purchase.
Where a supplier-ordered product is a standard, non-customised product, your applicable statutory cancellation rights are not removed simply because the product is fulfilled or ordered through one of our suppliers.
However, large fitness and wellness equipment can involve significant collection and return freight requirements.
If you wish to cancel or return a supplier-ordered product, please contact us before arranging transportation. We will confirm the appropriate return location and applicable process with the supplier.
Do not return goods directly to a manufacturer, supplier or warehouse without receiving return instructions from Pulse & Rest.
Where the return is a change-of-mind cancellation and the customer is responsible for return costs under applicable law, large-item or specialist freight charges can be significantly higher than ordinary parcel delivery charges.
We recommend contacting us before purchasing if you have any questions about the dimensions, suitability or delivery requirements of specialist equipment.
Made-to-Order Goods
Some products available through Pulse & Rest are manufactured or configured specifically after an order is placed.
Where a product is genuinely made to the customer's specifications or clearly personalised, the usual statutory right to cancel for change of mind may not apply.
Whether an item falls within this exception depends on the nature of the product and the individual order.
Where applicable, we will identify made-to-order or configurable products on the relevant product page or during the quotation/order process.
This does not affect your statutory rights where made-to-order goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
If you wish to cancel a made-to-order purchase, please contact us as soon as possible so that we can establish the production status and advise you of the options available.
Bespoke Products
Bespoke products include equipment specifically designed, manufactured, sized, finished or otherwise personalised to a customer's individual requirements.
This may include certain bespoke sauna projects and specialist wellness installations.
Because these products may be manufactured specifically for an individual customer, the standard change-of-mind cancellation right may not apply where the statutory exemption for bespoke or personalised goods applies.
Before production begins, customers are responsible for checking and approving any specifications, dimensions, finishes, configurations or other information provided for the manufacture of their bespoke product.
Any applicable cancellation arrangements will be explained during the bespoke quotation and ordering process.
Your statutory rights remain unaffected where bespoke goods are faulty, damaged, not as described or otherwise do not conform to the contract.
Damaged Goods
Please inspect your delivery and its packaging as soon as reasonably possible after it arrives.
If there is obvious damage to the external packaging at the time of delivery, please notify the driver and record the damage on the delivery documentation where reasonably possible.
If your goods arrive damaged, contact:
Please provide:
- Your full name
- Order number
- Description of the damage
- Clear photographs of the damaged product
- Photographs showing the product as a whole
- Photographs of the external and internal packaging
- Photographs of any visible damage to the packaging
- Photographs of the delivery/shipping labels where relevant
Please retain the product, packaging and supplied components while the issue is investigated.
Do not dispose of damaged goods or packaging or arrange an unauthorised return before receiving instructions from us, as the manufacturer or carrier may require further inspection or evidence.
Once we have received the relevant information, Pulse & Rest will work with the appropriate supplier, manufacturer or delivery company to investigate and arrange the appropriate remedy.
Incorrect Goods
If you receive a product that is different from what you ordered, please contact us as soon as reasonably possible at:
Please include your order number and photographs showing the product received.
We will investigate the issue and provide instructions regarding collection, replacement or another appropriate resolution.
Faulty Goods
All goods supplied by Pulse & Rest must meet the standards required by applicable UK consumer law.
Consumer goods must be of satisfactory quality, fit for their intended purpose and as described.
If you believe your product has developed a fault, contact us at:
Please provide:
- Your name
- Order number
- Description of the fault
- When the fault first occurred
- Photographs or video demonstrating the issue where reasonably possible
- Any relevant error codes or other information
Depending on the circumstances, we may need to carry out troubleshooting or obtain further information from the manufacturer before determining the appropriate remedy.
Your legal remedies may include a refund, repair, replacement or price reduction depending on the circumstances and when the fault occurs.
Manufacturer warranties operate in addition to your statutory consumer rights and do not replace them.
How to Request a Return
Before returning any product, contact:
Please provide your:
- Full name
- Order number
- Product being returned
- Reason for the return
- Relevant photographs where the product is damaged, faulty or incorrect
We will review your request and provide the appropriate return instructions.
Because many of our products are supplied directly through specialist manufacturers and warehouses, the correct return address may differ from the original dispatch address.
Goods returned without prior authorisation or to an incorrect warehouse may cause delays in processing the return.
Return Shipping
For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where permitted by applicable consumer law and where Pulse & Rest has provided the required pre-contract information.
Large fitness and wellness products may require specialist freight or pallet transportation and should not be returned using an ordinary parcel service unless instructed.
If goods are faulty, damaged, incorrect or otherwise do not conform to the contract, we will handle return or collection arrangements in accordance with your applicable statutory rights.
Refunds
Once returned goods have been received, or appropriate evidence of return has been supplied where applicable, we will inspect or confirm the return and notify you regarding your refund.
Eligible refunds will be processed without undue delay and within the timescales required by applicable consumer law.
Where an online consumer exercises a qualifying statutory cancellation right, refunds will generally be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever applies first.
Where required by law, the refund will include the cost of the least expensive standard delivery option originally offered. Additional amounts paid for enhanced, express or specialist delivery may not be refundable simply because the customer selected a more expensive delivery method.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
Your bank or payment provider may require additional time to display the funds after we have processed the refund.
Exchanges
We do not operate a standard direct exchange programme for all products due to the size, value and supplier-direct nature of much of our range.
If you would like a different product, please contact us.
Where appropriate, we can advise whether a return and separate replacement order is the most suitable option.
Sale & Promotional Products
Purchasing a product during a sale or promotional period does not remove your statutory consumer rights.
Any additional voluntary promotional return conditions will be clearly stated where applicable.
Business & Commercial Purchases
Some rights described in this policy specifically apply to individuals purchasing as consumers.
Orders placed wholly or mainly for business purposes — including certain purchases by gyms, hotels, spas, studios and other commercial organisations — may be subject to different contractual and statutory provisions.
Where appropriate, specific commercial terms may be provided for larger projects, quotations or bespoke orders.
Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under UK consumer law.
Where there is any conflict between this policy and your mandatory statutory rights, your statutory rights will take precedence.
For questions regarding a cancellation, return, damaged delivery or faulty product, please contact:
Pulse & Rest