Customer care
Returns & Refunds
Our returns process and the statutory consumer rights that apply to your order.
Last updated: September 2026
We want customers to be able to shop confidently with Umay Fitness.
This policy explains our returns process. Nothing in this policy limits or removes any statutory consumer rights you have under applicable UK law.
1. 30-day return policy
In addition to applicable statutory rights, we offer a return request period of 30 days after you receive your order.
To start a return, contact:
within the applicable return period.
Please include:
- your name
- order number
- email address used for the order
- reason for the return
- photographs where the item is damaged, faulty or incorrect
2. UK online cancellation rights
For qualifying online purchases, UK consumers generally have a statutory right to cancel their order without giving a reason within 14 days after receiving the goods.
After notifying us of a valid cancellation, the goods must be returned within the applicable statutory return period.
Our voluntary 30-day return period does not reduce your statutory cancellation rights.
3. Do not return an item without instructions
The X5FD is a large item.
Please contact us before arranging a return.
Email:
We will provide the appropriate return instructions and confirmed return destination.
Do NOT send an item to an address found elsewhere on the internet.
4. Change-of-mind returns
For a change-of-mind return, please take reasonable care of the product.
Where reasonably possible, return:
- treadmill
- accessories
- remote control
- manuals
- included components
- original packaging
You may inspect the product in a way that is reasonably necessary to establish its nature, characteristics and operation.
Where permitted by law, a reduction in refund may apply if the product has been handled beyond what would reasonably be necessary to inspect it and that handling has reduced its value.
5. Return shipping for change-of-mind returns
Because this treadmill is a large and potentially bulky product, customers should contact us before arranging transportation.
The exact return-collection method and any applicable cost will be confirmed before the store begins accepting live orders. Please contact customer care for current instructions.
6. Damaged products
If your order arrives damaged, please contact:
as soon as reasonably possible.
Include photographs showing:
- external packaging
- damage to the treadmill
- shipping label where relevant
We will review the issue and provide an appropriate solution.
7. Faulty products
If a product is faulty or does not conform to the contract, customers retain their statutory consumer rights.
Depending on the circumstances and applicable law, remedies may include repair, replacement or refund.
This policy does not restrict those rights.
8. Incorrect product
If we send you a different product from the product ordered, contact us at:
We will arrange an appropriate resolution.
9. Return costs for faulty or incorrect goods
Where goods are faulty, damaged due to our responsibility, or incorrectly supplied, we will handle applicable return arrangements in accordance with your statutory rights.
10. Return inspection
When a returned product arrives, it may be inspected before the return is completed.
We will notify you regarding the outcome of the return.
11. Refunds
Approved refunds will be sent using the original payment method unless another method is required or agreed.
After a refund has been issued, the time it takes to appear in your account can vary depending on your bank or payment provider.
Where statutory refund time limits apply, we will process refunds within those applicable limits.
12. Original delivery cost
Where UK consumer law requires reimbursement of the standard outbound delivery charge following a valid statutory cancellation, the applicable standard delivery amount will be refunded.
Additional costs resulting from a customer choosing an enhanced or more expensive delivery option do not necessarily qualify for reimbursement beyond the standard delivery amount.
13. Sale items
Items purchased during the Autumn Fitness Sale have the same statutory consumer rights as products bought at full price.
14. Exchanges
If you need a replacement because an item is faulty, damaged or incorrect, contact:
Availability may affect whether a replacement or another remedy is offered.
15. Contact
Umay Fitness
Email:
contact@umayfitness.uk
Website:
umayfitness.uk