Frequently Asked Questions
We know you have other choices when it comes to purchasing testing equipment. So why choose us over the competition? Well, don’t take it from us… listen to our other customers. We’re a small, family run business that will go out of its way to make sure you are satisfied. It’s a level of customer service that you won’t find at bigger online retailers. Here are some other reasons we think we’re pretty good…
NO HASSLE RETURNS
We want you to be happy no matter what; that’s why we offer a generous 30-day no hassle return policy. We’ll take your order back as long as the items are in like-new condition and have all the original packaging. Once we get the item back, we’ll refund 100% of the item price.
NO HASSLE EXCHANGES
Got the wrong product – no problem. Send the item back in new condition with all the packaging and we’ll process your transaction.
FAST & FREE SHIPPING
We know shipping is a huge factor in who you chose for your online retailer. That’s why we offer free shipping on all orders over £99. That’s our policy, 365 days a year. No coupons to use, no hoops to jump through, no restrictions. If you have more than £99 worth of products in your cart then you will qualify. For orders under £99, we charge a £4.60 flat shipping charge. Next day delivery is also available at a flat rate of £8.00.
SAME DAY SHIPPING
We know you want your item fast, so if you order before 2 pm GMT, it will go out the same day. Things get a little crazy around this time, but it’s worth it for us to get your items out a quick as possible.
FANTASTIC CUSTOMER SERVICE
We’ve been accused of providing exceptional customer service, and we’re OK with that. We are here Monday to Friday from 9 am – 5 pm to help you via the phone or email. We aim to answer all emails within one business day, and we will go out of our way to help you.
We use an SSL security certificate to keep you safe. That’s all just fancy talk to say you’re information is 100% secure with us. We do not store credit card numbers for your added safety.
We are registered with the Information Commissioner’s Office as a data controller under number ZA250326.
While it disappoints us to know that you are not completely satisfied, we will do everything we can to ensure you have a smooth return process. Below are the steps you need to follow to return an item:
Email [email protected] or call us on 0124 343106 to get a returns number. Before a return can be processed, we need to verify the order was made on cartwrightfitness.co.uk. If an order was made from a third-party, we could not guarantee the quality or condition of our products. We also need to confirm the item(s) being returned were purchased in the last 60 days. We have a generous return policy, but after 60 days all sales are final.
Re-package your return and include the original receipt. We ship every order with a receipt in the package. Write the return number on the original receipt, making sure to include it in the box with your item to be returned.
Ship the package back to the Cartwright Fitness Returns Department:
Cartwright Fitness Returns Department
106 Butterbache Road
Most items via Royal Mail, DPD Local or Parcel Force. While we do our best to get orders delivered on time, we cannot account for any delays outside our control.
If you want your order next day you can choose this option at checkout up until 2pm. These packages are sent via Royal Mail or Parcel Force. Please note, Saturday or Sunday delivery is not available. Public holidays may also impact our delivery schedule.
Our shipping cut off time is 2pm GMT so any orders placed after this will go out the next working day. If you place your order on a weekend or a bank holiday, please consider the following working day as your first day.
Cartwright Fitness Limited will do everything in our power to ensure that personal data is appropriately secure and protected from unauthorised or unlawful processing, and against accidental loss, damage or deletion. Your personal data is stored on a password protected database which will only be accessible by the company director and company administrator. We will continue to upgrade our security measure in accordance with technological development. The personal data you provide will be stored in this manner indefinitely unless you instruct us otherwise.
All orders over £99 in the UK qualify for free shipping. There are no weight exclusions or restrictions to the number of items ordered. We’re sorry, but due to the cost of international shipping, we can only offer free shipping in the UK.
To keep things simple, we have one standard flat rate fee of £4.60. This is not dependent upon the weight or number of items in the order placed. We also offer a next day delivery service at a flat rate of £8.00, order before 2 pm to get this service.
If your item(s) are damaged during shipping, missing, or incorrect; we must be notified within seven days to correct the issue.
Please call 01244 343106 or email [email protected] with your order number and a description of the problem. For damaged items, be sure to include a photograph to assist us in processing the claim.
Once the above is complete, we will give you a returns number. Upon receiving the returned item, we will then send a replacement product.
We cannot issue replacements without a returns number being assigned first. The sooner you notify us, the better. Our window for filing insurance claims is seven days. This means we are unable to refund or replace damaged or missing goods if notified after seven days.
Packages often arrive within 2-3 working days.
Customers are responsible for shipping costs back to us. But, we will refund 100% of what you paid us to send out your order. We will not deduct any original shipping charges out of your refund.
Receiving your refund – We do not charge restocking fees. You will receive a full refund to the credit card or PayPal account used.
We cannot offer free shipping to international destinations. International customers are responsible for all duties, taxes, and fees that may be payable on arrival.
Brexit does not affect your online purchases for UK customers, and you can continue to shop as usual.
For international customers, online purchases for delivery to addresses within the European Union will no longer be subject to UK VAT (as per the rest of the world), effective 1 January 2021. You are now liable for all Duty and Taxes payable locally to your country of delivery. Ensure you check your local Duty and Taxes before placing an order for international delivery so that you are aware of additional costs.