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Service & Returns

Customer satisfaction is priority at PureFitness & Sports, for this reason we implented our renowned no catch 30 day free returns policy many years ago in case customers are not 100% satisfied with their product when it arrives.

How to return an order

All we ask from customers is that they dismantle and re-package the product should they wish to return it, you can even assemble it and try it for a couple of weeks and should you decide you want to return it you are more than welcome to within the 30 day period, here's a breakdown of our full returns procedure to demonstrate how easy and painfree it is to return a product to us:


Returns Information

Please email customersolutions@puretecfitness.com for a returns authorisation number and to arrange a suitable collection date via our courier collections service.

We will process a refund within 5-10 days of your order arriving back to us.

Items under 1kg must be sent back to us via 2nd Class Royal Mail Recorded service with the purchase invoice stating whether a return or exchange is required. We will credit you back for the full postage amount. Please also contact us for a returns authorisation number prior to dispatch.

For health & safety reasons we are unable to accept returns on food supplement products.

Please Note: We can only offer free collections from within the UK Mainland for offshore orders return postage will have to be funded by the customer.


In the event that an exchange is required for the same product due to a product defect we will arrange for the collection of your faulty product and the new replacement to take place on the same day.

We may use different couriers for the collection and delivery so we cannot guarantee the collection and delivery will take place at the same time with the same driver.

If you would like to exchange a product for a different item please follow the returns procedure above and proceed to place a new order on our website at your own convenience.

Product Warranties / Guarantees

All new goods on our website come with a minimum 12 months guarantee that covers replacement parts and product faults. Many items sold on our site have extended guarantees such as 2 years parts / labour and lifetime frame which are offered by the manufacturer, please each individual product listing for the full warranty breakdown offered.

Unless specifically stated that a product has a commercial or light commercial warranty in the product listing the product is only designed for use in a domestic home environment, should the product be placed into a commercial environment such as a hotel, gym... then any warranty in place will be void.

Ex-display and catalogue return items come with a 6 months parts guarantee.

Part Requests, Product Faults and Service Enquiries

Should an item be received with a missing or damaged minor part, or a part has broken on your product within the warranty period we will arrange for replacement parts to be dispatched from either our warehouse or the manufacturer immediately. Please contact our parts Department on 0345 1666 200 or email customersolutions@puretecfitness.com with your order details at the hand.

To expedite replacement parts and to ensure the correct parts are dispatched please provide us with the corresponding part number which will be located towards the back of the assembly manual that you require if possible.

If a product has a fault that cannot be resolved with a replacement part we may then arrange for an engineer to be dispatched if possible and warranty permitting to your address to fix the issue on-site. If no resolution has been made by this point we can then exchange your product for the same product or a similar alternative if unavailable as long as your are under warranty.

In the unlikely event that your order is lost or damaged during transit we will arrange for a replacement item to be dispatched immediately to your address, all deliveries are fully insured by our courier network.

Useful Parts, Service, Warranty Contact Information

  • Marcy, Apex, Iron Grip, Inspire, Bruce Lee (Benchmark Fitness Solutions) Tel: 01777 712 627
  • Horizon, Vision, Johnson (Johnson Health Tech Ltd) Tel: 01782 644 900
  • Keys Fitness (Pure-Tec Ltd) Tel: 0345 1666 200
  • E-Range (Pure-Tec Ltd) Tel: 0345 1666 200
  • BH Fitness (BH UK) Tel: 0844 335 3988
  • Kettler (Kettler GB) Tel: 01527 591 901
  • Tunturi, Bremshey (Benchmark Fitness Solutions) Tel: 01777 712 627
  • PureFitness & Sports, exercise (Pure-Tec Ltd) Tel: 0345 1666 200
  • Pro-Form, Weider, Nordic Track (Icon Health & Fitness) Tel: 0845 7089 009
  • Adidas, Reebok, Golds Gym (RFE UK) Tel: 0871 474 2614
  • Infiniti (Pure-Tec Ltd) Tel: 0345 1666 200
  • Everlast (Pure-Tec Ltd)Tel: 0345 1666 200