Terms of service

General Information

Start Fitness is a trading name of:

W&M Wholesale Limited
33 Market Street
Newcastle Upon Tyne
NE1 6JE

Registered Company number: 02607133
Registered UK VAT number: GB157110927

General Terms of Use

By accessing, browsing and/or using this site, you acknowledge that you have read, understood and agree to be bound by these conditions and to comply with all applicable laws and regulations. If you do not agree to these terms, then please do not use this site. We reserve the right to change the terms and conditions under which the website and the products are provided. Any such change in terms and conditions will be effective once included in the text of these terms and conditions and published on the website. We recommend that you check the terms and conditions posted on the website regularly to ensure that you are aware of any updates.

Ordering

When you place your order on our website you agree that all information you provide is accurate and complete. We will send a confirmation email which will detail the products ordered, payment method, and cost.You must check that all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect. We will endeavour to correct any issues however we cannot make any guarantees and cannot accept any liability for loss or damage arrising from fulfilling the order based on the details provided.

A contract of sale between the customer and us (Start Fitness) for the purchase of the goods will not be formed until your payment has been approved by us, the prices have been checked, and the order has been dispatched. A confirmation email will be sent out confirming dispatch.

The order acknowledgement e-mail does not constitute acceptance of your order. We (Start Fitness) reserve the right to reject the order before processing.

Products

Product Images
We use manufacturer imagery for our product listings, and while we endeavour to make sure these are correct, we cannot be held responsible for colour discrepancies.

Product Sizing
All of our products are listed based on the manufacturer sizing provided, this will typically be UK size unless otherwise specified. For products that are labelled in numeric UK sizes these will be displayed on our site as traditional sizes based on the industry standard conversion. Size guides are provided where possible to assist with selecting the best size for you, while we endeavour to make sure these are correct we cannot accept responsibility for discrepancies in sizing.

Product Assembly, Maintenance and Care
We strongly advise that products requiring assembly and part fitting should be carried out by a competent person in accordance with manufacturer specifications. Please ensure that you have read your warranty conditions before attempting to assemble, install a part or repair an item. We (Start Fitness) cannot be held responsible if the item is damaged during assembly or installation. Some manufacturer guarantees may be on condition that you use a qualified person.

Product Reviews
We encourage you to leave reviews on our website. We regularly monitor this content and we reserve the right to remove, reject or edit the content at any time.

Stock Availability

Our website operates in real time, all items are available at the point of order confirmation.
Errors in stock holding can occur and in the unlikely event that we are unable to supply the product(s) ordered, we will contact you to offer a suitable alternative or refund. If we do not receive a response from you we will either hold the order pending further instructions or we may dispatch the remainder of the order and refund or replace the missing product. If we send an alternative product which is not suitable this can be rejected and returned free of charge as long as no other items are returned alongside the alternative item.

Pricing and Tax Information

We try to ensure that prices on the website are accurate however, errors can sometimes occur. If we discover an error in the pricing of any goods we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. You will receive a full refund if you cancel your order. We reserve the right to refuse orders for items where information on the website contains errors, inaccuracies or out-of-date information regarding pricing or shipping.

All prices are calculated in GBP and include VAT where applicable. You can also purchase in EUR or USD.

We reserve the right to change prices and offers at any time. 

International Taxes & Duties

Shipments sent outside the UK are sold exclusive of VAT but may be subject to import duties and taxes. All applicable customs and import duties and any other charges are the responsibility of the customer. For details of customs charges please consult your own customs authorities for the latest rates.

We cannot accept liability for any applicable duties and taxes should your order be returned to us. Any requests for payments of duties and taxes would be rejected.

Orders returned due to unpaid duties and/or taxes would be refunded without the original delivery charge. If any surcharges are applied by the courier for the return of the order these will be deducted from any refund amount.

Price Matching

We will price match any genuine authorised UK specialist online retailer advertised price at the point of sale.

• Match must be verified as exact like for like which includes item model, exact size available, delivery times & delivery charges
• We do not price match unauthorised retailers, third party retailers, resellers or private sellers
• We do not price match for interest-free finance purchases
• We do not price match free gifts or promotional voucher discounts
• We do not retrospectively price match
• We and the competitor must have stock ready for delivery
• Price Matches cannot be used in conjunction with any other offers or discount codes

Payment

Payment Methods
We accept payment via our secure checkout by credit/debit card, clearpay, applepay, googlepay, shop pay, paypal, start fitness giftcards and Novuna Finance.

Fraud Prevention

To help prevent payment fraud we have anti fraud procedures in place.
If our anti fraud procedure highlights an issue we will not process your order until we have verified that the transaction is genuine. We will contact you to discuss our concerns and may request additional information to allow us to verify the transaction.
If we are unable to confirm the transaction has been authorised by the account holder or the transaction is confirmed as fraudulent details will be shared with the relevant authorities.

Risk and Property
Risk of damage to, or loss of, goods shall pass to you at the time of delivery or, if you fail to take delivery of the goods, the time when you have collected the goods.
Notwithstanding delivery and the passing of responsibility for the goods to you, the transfer of the ownership of the goods shall not pass to you until we have received in cleared funds payment in full of the price of the goods. Until such time as the goods are paid for in full and/or until the expiry of the cancellation period, you shall be responsible for taking reasonable care of the goods. Where you fail to pay for the goods in accordance with these conditions, we shall be entitled, at any time, to require you to deliver up the goods to us and, if you fail to do so, seek a court order to permit us to enter upon any premises where the goods are stored and repossess the goods.

Gift Vouchers

Gift vouchers are sold via the website & instore and can be reedemed online or in our newcastle store.

• Gift eVouchers cannot be purchased using a discount code.
  
• Gift eVouchers cannot be refunded or exchanged for cash.
• Change cannot be given, vouchers must be used as full or part payment.
• Gift eVouchers remains valid for 12 months from date of purchase.
• Gift eVouchers details will be emailed following purchase in a confirmation email.
• Gift eVouchers are entirely digital, no physical item accompanies purchase. 

Discounts and Promotional Offers

Coupons, discounts and promotional discount codes offered by us are valid only for use as part of a purchase made online, on the website they have been issued for, unless otherwise stated.Discount Codes

• Discount codes can be redeemed online at the checkout by entering the discount code clicking the apply button
• There is no cash equivalent
  
• For online purchases you can only use one code per order
• Discount codes cannot be combined or used in conjunction with voucher codes
• Discount codes MUST be input when you make the purchase and cannot be applied retrospectively
• Discount codes may be restricted to selected products only and therefore will not be applied in the checkout to any excluded product, we will endeavour to make clear on the product page if a product cannot be discounted
• Money off discount codes (eg get £X off when you spend £Y) can not be used on baskets containing the purchase of a gift voucher.
• Minimum order values may apply on some discount codes

App Exclusive Discounts
Discounts are only applicable on orders placed through the Start Fitness App downloaded via apple/googele app stores.
First app order 20% off discount is only available for the 1st order placed using the app, maximum one remdemption per device id, using multiple accounts on the same device to apply the discount is stricly forbidden.

Half Price / Percentage off offers
Half Price / Percentage discount offers are based on recommended retail price (RRP).

Free Product Offers
Free product promotions run for a limited period.
Where the customer has a choice of a free product, options MUST be selected at the time of ordering. We cannot add, change or amend free products retrospectively.
If you return an order associated with a free product the free product must also be returned, any non returned free products will be charged for at full retail price via deduction from any refund amount or invoiced seperately. 

Free Socks Promotion
Free socks provided with each footwear purchase in matching size to the shoes purchased. Sock size, colour or style cannot be selected by the customer.

Free Delivery
Free Delivery is offered on a range of products throughout the website. This will be offered at the cart stage based on the information available, some delivery locations may be not be eligible for this offer.

Start Fitness Delivery Pass

Start Fitness delivery pass is available to purchase on the website and during the checkout process.
Valid customer account and email address required for signup.
Once purchased you will receive free standard delivery on any subsequent qualifying orders for 1 year from the date of purchase.
Free standard delivery will only apply to orders to shipped to a UK address placed with the same customer account or email address.
Delivery pass cannot be transferred to another account or email address.
Some items may not be available with the delivery pass, these will not be counted as qualifying purchases this includes but is not limited to Bikes, Bike Frames, Wheelsets and Forks.
Items that require a specialist delivery service are not included in a qualifying orders.
We reserve the right disqualify orders where we detect attempts to abuse or exploit the delivery pass.
Delivery pass can be cancelled at any time but you will only recieve a refund if you have never used the pass to recieve any orders.

Delivery

Delivery Options
We offer a variety of delivery options in the website checkout.
Delivery charges are calculated based on the size and weight of the items in the basket at the checkout. 
We use a range of different courier services provided by DHL, DPD, EVRi and Royal Mail.
Our internal systems determine which service is best placed to deliver your order at the time of dispatch.
We offer some specific carrier delivery options in the checkout, if these are selected we will endeavour to honour your preference but it may be necessary to use a different courier.

Delivery Timescales
Delivery timescales are stated on the delivery information page of our website and on some product pages.
All delivery timescales referenced on the website are provided as estimates to be used for guidance only and do not constitute a guaranteed service. 
Delivery timescales are based on working days; Public Holidays, Saturday's and Sunday's are NOT classed as working days.
Express deliveries including next day, specific day and/or time options are delivered by trusted third party couriers whose on time delivery performance averages 99.1%. 
We cannot definitively guarantee delivery dates for these services, the delivery charge applied is for the use of the service selected and does represent an agreed delivery date.
In the event the order is delivered late due to a performance failure we will refund you the difference between the amount paid for the selected service and standard delivery.  
In addition delays can sometimes occur because of circumstances beyond our and our couriers control such as extreme weather events, road traffic accidents, natural disasters etc. in these situations we would be unable offer any refund of the delivery fee or additional compensation.
Most parcels are delivered Monday to Saturday between the hours of 8am-8pm, from time to time carriers may deliver earlier or later, or on non working days however this is cannot be guaranteed nor should it be expected.
We will not accept any liability for any consequential loss arising from delivery related issues.

Taking Delivery
Once your order has been dispatched we will provide you with confirmation email and tracking information to assist with ensuring you are available to receive your order at the delivery address.
Parcels can be left safely at your address or delivered to a neighbour, if a neighbour accepts delivery on your behalf the expectation is that you will collect the parcel from the neighbour. Any dispute arising from delivery to a neighbour would become a civil matter between you and the neighbour once they accept delivery on your behalf.
If you do not wish for a parcel to be left safe or with a neighbour you will need to make arrangements to recieve the parcel or change the delivery arrangements with the courier (where possible). 
Please be aware that if you request that goods are left safe via the courier, liability for loss or damage is passed to you, the customer. 
If you have previously requested that goods be left safe with a courier, it is possible this may have been set as a default for delivery, it is the customers responsilbiity to ensure the delivery arrangements they have with the courier are up to date and accurate.
Some courier services may require you to provide a pin number on delivery to recieve your order. This would be provided in advance of delivery via email and/or SMS message, if you are unable to provide the Pin on delivery the parcel would not be delivered. We are unable to refund any delivery charges if the delivery failed due to Pin not being provided.

Delivery Disputes
Delivery disputes must be reported within 48 hours of the tracking showing as being delivered.
In the event no tracking information is provided for the order it is accepted to have been delivered if no dispute has been reported after the longest estimated delivery timescale has elapsed. 
Once a dispute has been reported we will investigate with the courier to confirm the delivery location and share this information with you to help track down the parcel.
If you are unable to locate the parcel we will need to lodge a delivery dispute claim with the courier.
In order to proceed with the claim you will be required to complete a non receipt of goods form or denial of reciept form.
We have to point out that falsely denying receipt of a parcel can lead to prosecution, if we suspect the information provided is not accurate we will share details with the appropriate authorities.
Once submitted disputes can take upto 28 working days to be investigated and assessed which would need to be completed before we can provide any resolution.
We may offer to provide a replacement or refund sooner on a goodwill basis, if you accept this offer you will also be asked to confirm in writing that should the parcel arrive subsequently you will let us know at the earliest opportunity and work with us to arrange return of the goods or re-payment if you keep them.

Lost Parcels
In the unlikely event of your parcel being lost by the courier please contact us in accordance with the timeframes highlighted in our delivery information. As the sender we are responsible for making enquiries into the lost item. This means that once the courier classes a parcel as lost we can process a replacement order or issue a refund.
We will not accept any liability for consequential loss for parcels that have been delayed or lost.

Split Delivery
To provide the best possible delivery service we may split delivery of your order into multiple parcels based stock availability or location.
You will not be charged extra for this method of shipping.

Failed Delivery
In the event the courier is unable to complete delivery of your order it will be returned to us.
We would need to await the return before we can offer a resolution as some couriers will only provide information as to the reason for return on the parcel return label.
Once we recieve the parcel back we will endeavour to contact you to arrange a new delivery at the earliest oppertunity.
The cost of redelivery would be invoiced at the same rate as the original delivery.
If you opt for a refund instead, the original delivery charge would not be included if the delivery failed due to a refused delivery or failure on the customers part that meant the order was not deliverable.

This does not affect your statutory rights.

Returns Policy

Start Fitness offer a 30 day goodwill returns policy on most items.

• Items can be returned for a refund or exchange.
• Item(s) must be returned in the condition they were received to be accepted as a return.
• Item(s) must be unused, unmarked, complete with original tags and packaging and in fully re-saleable condition.
• Returns will be rejected for item(s) that are returned incomplete, damaged or in an unacceptable condition.
• No refund or exchange will be processed for rejected returns

Return Postage is the responsibility of you (the customer), unless we (Start Fitness) have made an error or the product is confirmed as being faulty in which case you must contact us before returning so we can provide a suitable return resolution.

Returns options available on our website require no upfront payment, by creating a label you agree to have the cost of the service deducted from any refund amount or agree to make payment of the costs if invoiced to you.
The cost of service will be per label used based on the price quoted on our website at the time of processing the return.
The return cost will be due irrespective of the reason for return unless directed by our customer service team to use that service and confirmed we are providing a free return.
If you have been directed to return using our returns service due to an issue which is not verified upon return we reserve the right to charge the cost of service.

We do not accept liability for returns that are lost and/or damaged in transit.
For returns created using any of the returns options provided on our website or available directly from the courier partner website we will only refund upto the maximum compensation value provided by the courier.

Refunds can only be credited back onto the payment method from which the original purchase was made.
Most payment providers only allow refunds to be processed upto a maximum period, typically 6 months, refunds outside of this maximum period will be provided in the form of a giftcard or store credit.

For orders where giftcard(s) have been used as a part payment method then refunds will be made to the giftcard before any other payment method.

Promotional gifts provided free of charge with a qualifying purchase must also be returned if the qualifying purchase is returned. Any free gifts not returned will be charged at full price either via deduction from any refund amount or invoiced seperately.
For multibuy discounts if one item is returned for refund, then the original purchase price for the retained item applies and the difference will be deducted from the refund amount.

The original delivery charge would not be refunded on a return, these charges would be used to facilitate delivering the order and would still apply regardless of whether the order is kept.

We do not apply restocking fees as standard, however in the event that the handling of a return results in additional costs to us we reserve the right to apply a restocking fee. The restocking fee that applies would be communicated in advance of any refund being processed and then deducted from refund amount.

Returns that cannot be accepted under our returns policy would be rejected and where we are unable to agree a suitable resolution would need to be returned to you or disposed of.
We would only be able to hold goods for a maximum of 14 days, after this time they would be disposed of or returned to the address on the original order.
Our standard delivery charge would be levied to return the goods to you.

Incorrect Item(s) Received
If you beleive you have received the wrong item(s) you must contact us to allow us to resolve the issue before returning.
We may require you to provide additional information or images to help investigate the cause of the issue and enable us to resend the correct item.
We will then need to arrange a return of the incorrect item(s).If you return the order to us without advising us of the the issue we would only be able to refund the cost of a standard postage label upto to a maximum of £5 within the UK.

Refunds & Discount Application
To qualify for a discount with a mimimum order spend the value paid must always meet the minimum spend to apply.
If you return an item or items for a refund that would result in the order total dropping below the minimum order threshold then the terms of the code are no longer met.
The amount refunded for any returned item(s) will be adjusted accordingly with the discount ceasing to apply and the total discount value deducted from any refund amount, this may result in no refund being provided for the return.

Products we're unable to cancel or refund:
Products which have been ordered in specifically for you cannot be returned unless faulty. This includes Invisiframe kits for bikes, personalised items, such as printed or stitched clothing or footwear.
Underwear, Swimwear & Face Coverings cannot be returned for hygienic reasons once they have been removed from their packaging.
Nutrition products cannot be returned once opened or unsealed from external packaging.
Products sold in multipacks or bundles cannot be returned individually or once they have removed from any external packaging.
Items described as B-GRADE cannot be returned due to material defects, only unused items in original packaging will be accepted.
Deposit payments cannot be refunded unless the item the deposit was paid for is unavailable.

Faulty Products
All products are covered by standard manufacturer warranties.
Warranties do not cover normal wear and tear, accidental damage, damage caused by use for which the product was not designed for or damage occurring due improper care and/or maintenance.
Additionally some performance products are designed for specific elite level use and would have a shorter expected lifespan which is less than the standard manufacturer warranty.
Once a fault has been reported the product will need to be returned for an assessment, unless instructed otherwise.
Continued use of a product after a fault has been reported would void any future warrranty.
If not returned within 14 days it is assumed you no longer want to proceed with the warranty case and the warranty period would end.
Faulty products returned to us may need to be forwarded on to the manufacturer for further assessment before a resolution can be provided.
You must contact us to arrange the return of the goods, if you return directly we can refund the cost of a standard postage label upto to a maximum of £5 within the UK.
We cannot reimburse exorbitant returns costs or costs associated with returns sent back without having contacted us prior to making the return.
If a manufacturing fault is found we will offer you a replacement or refund, which may be in the form of a store credit or giftcard in some cases.

Cycles Warranty
All cycles and parts are covered by standard manufacturers warranties for manufacturing faults and defects. Warranties do not cover normal wear and tear, accidental damage, any non manufacturer specified modifications, faults & damage caused by use for which the cycle was not designed for or failures/ damage occurring due to lack of adjustment or maintenance. We therefore recommend that cycles are serviced regularly by a Cytech qualified mechanic. As a guide after the first few weeks of riding an initial check and adjustment service, at least one full service per year and/or a standard service twice a year.

This does not affect your statutory rights.

Your Rights to Cancel

Privacy Policy

We will treat all your personal information as confidential. We will keep it on a secure server and fully comply with all applicable UK Data Protection and consumer legislation. Data for all our trading styles is stored centrally on a common database. For full details of our privacy and cookies policy see here. 

Electronic Equipment Recycling (WEEE Compliance)

We (Start Fitness) are happy to comply with the EU Waste & Electronic Equipment (WEEE) regulations. To remind you to recycle, all new electrical products are marked with a crossed out wheelie bin symbol. We will accept any old electronic item on a new-for-old basis.

Customers must return their old electronic purchase to us within 28 days of purchasing their new item from us. Please return to:

Start Fitness (WEEE)
33 Market Street
Newcastle Upon Tyne
NE1 6JEUnited Kingdom

Postage costs are the customer’s responsibility.

Contact Information

Email: customerservices@startfitness.co.uk

Phone: +44(0)191 917 3803

Start Fitness
W&M Wholesale Limited
33 Market Street
Newcastle Upon Tyne
NE1 6JE

Last Updated 20/03/2026