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Cancellation & Returns

Please bear in mind Royal Mail had scheduled strikes throughout November and December. This had a huge impact on all Royal Mail deliveries during this periods, and the backlog of orders awaiting to be despatched.

CANCELLING OR RETURNING A MERCHANDISE ORDER YOU NO LONGER REQUIRE WITHIN 14 DAYS OF RECEIPT:

If you wish to cancel or return a Merchandise order because you no longer want the item – you must notify us within 14 calendar days of receiving your parcel to be eligible for a full refund.

To arrange your return – please notify us of your decision to return your order/item via our contact us page (choosing “return/amend/exchange my order” option) and we will provide additional advice on how to process your return.

Next, download our returns form which you can access below and place it inside the parcel you’re returning. Once the parcel is packaged securely and the returns form is placed inside, please arrange for the return of the parcel back to us.

Please be advised that your parcel must arrive back to us within 14 days of your notifying us of your decision to return, and once we receive it back – we will process a full refund excluding your original shipping fee. Refunds can take up to 14 days but we endeavour to do them within 2-3 days usually.

 

CANCELLING OR RETURNING A MERCHANDISE ORDER YOU NO LONGER REQUIRE AFTER 14 DAYS BUT WITHIN 28 DAYS OF RECEIPT:

If you notify us of your request to cancel or return your item after 14 calendar days of receiving your goods, but within 28 days – we are unable to process a refund and will instead issue a credit note to the full value of the product excluding the shipping cost you paid on the original order.

With our protein range, we understand that everyone’s tastes are different. If you have opened and part-consumed your product then unfortunately we are not able to change it for another product, flavour or offer a refund.

Refunds can take up to 14 days but we endeavour to do them within 2-3 days usually.

CANCELLING OR RETURNING A MERCHANDISE ORDER THAT IS FAULTY OR INCORRECT:

If you wish to cancel or return an order or item that you have received that is faulty, or incorrect – please notify us as soon as possible and we will do our best to repair or replace your order or item.

You can return an item that is faulty up to 6 months after purchasing it and receive a full refund. We will send you a pre-paid returns label that you can print and apply to the parcel in order to send it back to us for free. The only exception to this is if you purchase a product that is stated to be faulty when sold – i.e. stock or sale items that we may occasionally sell for a reduced price due to faults, defects or other damages. Such items will be clearly marked on our website prior to purchasing.

To notify us of a faulty or incorrect item or order– please submit your request via our contact us page (choosing “return/amend/exchange my order” option) and our team will arrange for a replacement to be sent to you.

Please note that we can ONLY refund, repair or replace damaged items that were either a) damaged or defected upon receipt or b) not damaged or defected by you (the customer). We cannot process a refund for a faulty or damaged item or order when the damage is occurred by trying something on and staining it with make up or fake tan for example. It will be at our discretion whether we refund items we deem damaged by the customer.

NOTE: We will not charge a handling fee for replacing or repairing a faulty or incorrect orders that we are at fault for.

PLEASE NOTE: if you have purchased the scales bundle and wish to return one of the items due to a fault, we are only able to issue a partial refund in line with the individual items RRP. This will be £6.50 for the body scales, £5.50 for the food scales, £1.50 for the wristband and £1.50 for the tape measure.

DISCOUNT CODES OR PROMOTIONAL OFFERS

Throughout the year Team RH will advertise exclusive discount codes / promotional offers via emails and social media platforms. Please note, the promotional codes can not be used in conjunction with any other promotional codes, and unfortunately we can't give the value off manually. If there were no promotional offers at the time of purchase, unfortunately we are unable to honour any offer released after.

GENERAL GUIDANCE, RETURNS FORM AND RETURNS ADDRESS:

Cancellations and returns are always best handled when we are notified as soon as possible. We will endeavor to respond to all return or cancellation request emails within 24 working hours, and will always try to offer the best possible solution for you.

Please always quote your order number (e.g. #3445) and date you received the parcel (where applicable) when contacting our returns team.

We recommend you always use a tracked returns service when posting items back to us so we/you can trace the parcel every step along the way. If for whatever reason you choose not to use a tracked returns service – then we will not be held responsible for any returned item that goes missing and will not be able to process a refund for parcels that don’t come back to us.

For further guidance, support and advice regarding returns and cancellations – please get in touch via our contact us page (choosing “return/amend” option).

 

RETURNS FORM:

PLEASE PRINT AND INCLUDE A RETURNS FORM IN EVERY RETURN YOU SEND BACK TO US.

Click HERE to download our returns form.

 

RETURNS ADDRESS:

Team RH Fitness
Unit 5 Queen's Court North
Third Avenue
Team Valley
Gateshead
NE11 0BU

 

CANCELLATION OF YOUR TEAM RH MONTHLY OR ANNUAL SUBSCRIPTION:

THE MINIMUM MEMBERSHIP PERIOD IS 12 MONTHS.

If You have chosen either the Annual Subscription or the Monthly Subscription, the ‘Minimum Membership Period’ is 12 Months (£6.99 per month, 12 month contract):

  • You must pay the monthly membership subscription for the minimum membership period unless your membership is terminated without liability, suspended or transferred as set out below.

Your right to suspend this agreement:

  • We will suspend your membership during the Minimum Membership Period if and when you provide written confirmation that (a) you, your spouse or your partner (if living at the same address) has begun to claim income support or (b) you provide a letter from your GP to prove that you (i) have been advised not to use Team RH for a medical reason (ii) gave birth in the last 3 months and your doctor has advised that you are unable to follow a caloric deficit or caloric maintenance diet. If your circumstances have not changed, the suspension will continue for a further two months, unless you tell us that you would prefer to end your contract with us. If you tell us that that you would prefer to end the contract, the contract will end immediately, but you may have to pay us the balance of any unpaid subscription fees for the remainder of the unexpired contract term, as compensation for the loss we incur as a result of you ending the contract early. However, we may at our discretion, but are not obliged to, apply a discount to or waive such fees.
  • Whilst your membership is suspended, you will be relieved of your obligation to pay your monthly membership subscription and we will be relieved of our obligation to allow you to use the facilities at the Team RH. The period of suspension will not count as part of the Minimum Membership Period.

Your right to cancel this agreement:

  • We will cancel your membership during the minimum membership period without any further obligation on your part if you are not reasonably able to access the club in the following circumstances. You must either (a) provide a letter from your doctor to prove that you have been advised not to use Team RH for the foreseeable future for a medical reason.

 

YOU MUST TO AGREE TO THE FOLLOWING TERMS AND CONDITIONS BEFORE YOU PURCHASE THE TEAM RH LIFE PLAN (THESE ALSO APPEAR ON THE BOTTOM OF YOUR WELCOME EMAIL):

– I give express consent to receive digital content from Team RH Fitness immediately once I purchase the Team RH Fitness Life Plan. I understand that this means I am not entitled to a 14-day cooling-off period.

The Life Plan is a digital product, which you were granted immediate access to upon payment. You also agreed to our terms and conditions when you signed up to the Life Plan, in which you acknowledged that a cooling-off period would not apply. As such, and in line with Regulation 37 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you must pay the monthly subscription for the minimum period.

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