1. Scope and Purpose

This Complaints Policy explains how customers may raise a complaint relating to goods or services supplied by The Gym Equipment Trader and how such complaints will be handled. This policy is intended to ensure complaints are dealt with fairly, consistently, and in accordance with UK consumer protection legislation.

2. How to Make a Complaint

Customers may submit a complaint using one of the following methods:

• Email: sales@gymequipmenttrader.co.uk
• Telephone: 01554 575 000
• Post: The Gym Equipment Trader, Owens Warehouse, Ysbitty Road, Llanelli, SA14 9TG, United Kingdom

To enable us to investigate the complaint efficiently, customers should provide:

• Full name and contact details
• Order number or other proof of purchase
• A clear description of the issue
• Any relevant supporting evidence (for example, photographs of faulty or damaged goods)

3. Acknowledgement and Investigation

• All complaints will be acknowledged within three (3) working days of receipt.
• Complaints will be investigated promptly and fairly.
• We aim to provide a full written response within fourteen (14) working days of acknowledgement.
• Where it is not possible to provide a full response within this timeframe, the customer will be informed of the reason for the delay and given an estimated date for a final response.

4. Resolution and Remedies

Where a complaint is upheld, we will offer an appropriate remedy in accordance with the Consumer Rights Act 2015. Remedies may include:

• Repair of goods
• Replacement of goods
• Full or partial refund
• Another remedy permitted by law

Any refund approved will be made using the original method of payment, unless otherwise agreed.

5. Escalation of Complaints

If a customer is dissatisfied with the outcome of their complaint, they may request that the matter be reviewed by a senior member of our management team. Requests for escalation should be made in writing.

6. Alternative Dispute Resolution (ADR)

If a complaint cannot be resolved directly, the customer may be entitled to refer the matter to an Alternative Dispute Resolution (ADR) provider. We will provide information about an appropriate ADR body upon request, in accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015.

7. Statutory Rights

Nothing in this Complaints Policy affects or limits a customer’s statutory rights under UK consumer law, including rights relating to faulty, misdescribed, or unsatisfactory goods.

8. Governing Law

This Complaints Policy shall be governed by and interpreted in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.