Complaints policy

At Gym Equipment Trader Ltd, we are committed to providing high-quality products and excellent customer service. This policy explains how we handle complaints fairly, consistently and in accordance with UK consumer legislation. Nothing in this policy affects your statutory rights.

Gym Equipment Trader Ltd 18 Bryngwyn Bach, Llanelli, United Kingdom, SA14 8SH Email: complaints@gymequipmenttrader.co.uk

Before submitting a complaint, customers should ensure equipment has been assembled correctly, maintained in accordance with the manufacturer's instructions, electrical supplies checked where applicable and the product used correctly. Our technical support team may provide troubleshooting before further action is taken.

Inspect goods and packaging immediately upon delivery. Report visible damage, shortages or discrepancies within 24–48 hours and provide photographs where possible. Photograph damaged packaging before opening and record damage with the courier if practical. Delayed reporting may affect our ability to recover losses from the carrier.

We acknowledge complaints within three working days and aim to provide a substantive written response within fourteen working days. Where manufacturers, suppliers or engineers are involved, additional time may be required and we will keep you informed.

We may request photographs, videos, serial numbers, proof of purchase or assembly photographs. We may troubleshoot, supply replacement parts, arrange an engineer visit, inspect or collect equipment, replace products or provide a refund where appropriate. If no fault is found or the issue results from misuse, incorrect assembly or user error, reasonable inspection and transport costs may be charged.

This policy does not cover issues caused by incorrect installation, misuse, poor maintenance, accidental damage, corrosion from outdoor use, unsuitable flooring, electrical surges, cosmetic damage reported after installation, unauthorised repairs, use of non-approved parts or normal wear and tear.

Where a complaint is upheld, we may offer repair, replacement parts, replacement equipment, a partial or full refund or another appropriate remedy in accordance with the Consumer Rights Act 2015.

Nothing in this policy extends any manufacturer's warranty or creates any additional contractual warranty beyond that provided by law.

If you remain dissatisfied, you may request a review by senior management.

If we cannot resolve your complaint, we will provide information about any Alternative Dispute Resolution (ADR) scheme we are willing or required to use.

Business customers should inspect goods immediately upon delivery and report shortages or defects without delay.

This policy is governed by the laws of England and Wales.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other rights that cannot legally be excluded.