Returns and Refunds

Last updated: 31 July 2026

We want you to be happy with your purchase. This page explains how to return an item and how refunds work. It sits alongside our Terms and Conditions and does not affect your statutory rights.

1. Changed your mind — 14-day cooling-off period

Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving it, without giving a reason.

The 14 days run from the day you (or someone you nominate) receive the goods. If your order arrives in several parts, the period runs from the day you receive the last item.

2. How to return an item

Tell us before the 14 days are up. Email contact@fitnfast-ems.com with your order number and which items you are returning. You can also write to us at Fit N' Fast Limited, Unit 2, 58 High Street, Pinner HA5 5PZ, England.
We send you a prepaid returns label. We cover the cost of return postage.
Send the goods back within 14 days of telling us you are cancelling. Please include all accessories, cables, chargers and packaging.

Keep proof of postage until your refund has been processed.

3. Refunds

We refund you within 14 days of receiving the goods back — or, if earlier, within 14 days of you providing proof that you have sent them.

We refund the price of the goods plus the standard delivery cost you originally paid.
If you chose a more expensive delivery option (for example insured delivery), we refund only the equivalent of our standard service.
Refunds go back to the payment method you used. There is no fee.
Depending on your bank, the money can take a few extra working days to appear.

Reduced refunds

You may handle the goods as you would in a shop — enough to check their nature, characteristics and how they work. If you go further than that and the goods lose value as a result, we may reduce your refund to reflect that loss.

4. Hygiene exception

For hygiene and health protection reasons, EMS suits, shorts, belts and electrode components that have been worn against the skin and are no longer sealed cannot be returned once unsealed, unless they are faulty.

Please try garments on over clean, dry underwear before removing any hygiene seal. Once you remove the seal, the right to cancel under section 1 no longer applies to that item.

This does not affect your rights if the goods are faulty, not as described, or unfit for purpose.

5. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery — you can reject the goods and get a full refund.
Within 6 months — you are entitled to a repair or replacement. If that fails or is not possible, you can claim a refund, which may be reduced to reflect your use of the goods.
After 6 months and up to 6 years — you may still have rights, but you may need to show the fault was present at delivery.

Email contact@fitnfast-ems.com with your order number, a description of the problem and photographs where possible. We pay return postage on faulty goods.

If your parcel arrives visibly damaged, tell us within 48 hours of delivery and send us photographs of the packaging and contents.

6. Warranty claims

Our EMS devices carry a 2-year manufacturer's warranty covering defects in materials and workmanship under normal domestic use. It does not cover wear and tear, misuse, unauthorised repair, or commercial and studio use. Full details are in section 10 of our Terms and Conditions.

The warranty is in addition to your legal rights, and does not replace them.

7. Exchanges

We do not process direct exchanges. If you need a different size or a different electrode configuration, return the original item for a refund and place a new order. This is usually faster than waiting for an exchange.

8. Orders returned undelivered

If a parcel comes back to us because delivery failed and you did not collect it, we will contact you. We may charge the cost of re-delivery. If you no longer want the order, we will refund it minus the outbound delivery cost we incurred.

9. Returns from outside the United Kingdom

The 14-day cancellation right applies to all our customers. For returns from outside the UK, contact us first — we will confirm the return address and how postage will be handled. Any import duties or taxes you paid on delivery are reclaimed from your local customs authority, not from us.