GUARANTEE / RETURNS

RETURNS

Goods sold within the EU which prove unsuitable may be returned for refund, credit or exchange if they are returned to ourselves within 7 days of receipt, provided that they have not been used, all packaging is in intact, and all goods and packaging are in perfect condition.

Subject to the above, please also confirm the following when returning goods:

1. C
onfirm in writing (email) your intention to return the goods supplied within 7 days from receipt.

2. R
eturned unused items in their original condition and packaging in order to secure a refund.

3.
Items must be returned carriage paid to us. You are fully responsible for the safe return of the goods which must arrive in a saleable condition. You are advised to take out adequate insurance with the shipping agent.

4.
Refunds will not include original or return carriage costs.

5.
Damaged packaging will be charged at £30 to replace for new.

6.
We cannot accept any items which have been specially ordered for you to your specification for return like Safety Mats.

7.
All returns are to be accompanied by the senders name and address and reason for return.

8.
We cannot accept responsibility for returned parcels which are undelivered or delivered damaged by your courier. Please retain your proof of postage should you need it on the event of a claim with your carrier.

Missing Parts / Damage
- Please advise us of any problems with missing or damaged parts within 5 days. Carrier damage must be taken up immediately. We regret that beyond this time we may be unable to process your claim.

Special Orders
- On any non stock special order item we reserve the right to charge full order value to the customers credit/debit card, which is non returnable in the event of cancellation, based upon the customers implicit instructions to order the goods on their behalf.

GUARANTEE

The 2014 model RPoles guarantee covers manufacturing defects for 2 years from the date of purchase, provided it has been sold by an authorised and appointed dealer. Within this period the RPole will be repaired free of charge, except for a handling/transportation costs. All repairs must be carried out within the UK by RPole.

Covered by Guarantee
Manufacturing defects.

Not covered by Guarantee
Mats, foam, rubber seals, silicone, painted finishes.
Accidental damage, misuse, overloading, neglect, contact with moisture/water or unauthorised repair.
Discolouring or wear occurring through normal usage.

COMMERCIAL HIRING, RENTAL, DOUBLES PRACTICE, USING POLESILKS OR COMPETITION USE: will void your guarantee as commercial hiring or rental or any loan agreementis an uncontrolled environment. Doubles practice, attaching Pole Silks or TRX systems (or similar) or competition use are beyond the design criteria of the RPole and may cause damage or failure of equipment.

We will, at our discretion, either repair or replace any flawed parts or equipment in accordance with the conditions set out below. The Purchaser's Guarantee is only valid if the item is used in an environment approved for use and not mis-used or altered by adding extra weight or accessories not approved for use. The product-specific approved environment is stated as:

Personal home use only by the purchaser or Health Club, Gym, Hotels, School, Leisure Centre, Community Centre or any approved fitness venue with a group fitness studio providing always the product is used by a limited user group under direct supervision of an Accredited Pole Fitness Instructor in a controlled environment.

LIFETIME GUARANTEE: Was issued for 2009 models and is at the discretion of RPole for the extent of the lifetime of the product but in any case was until parts are no longer manufactured or available and in the case of 2009 models we no longer support free issue replacement parts. Due to the innovative design of the RPole we will however endevour to repair any faulty parts with parts, labour and shipping now being chargeable.


COVERAGE

Under no circumstances shall RPole Fitness or Pole Passion Ltd be liable by virtue of this warranty or otherwise for any special, indirect, secondary or consequential damages of any nature arising out of any use or inability to use this equipment.

REPAIRING OR REPLACING A PRODUCT

All repairs are carried out within the United Kingdom. All shipping costs and postage are charged at extra cost to / from the customer and are NOT included.

Despite continuous quality control, individual defects and malfunctions may occur in individual components. Delivering the whole piece of equipment for repair is often unnecessary, as it is usually sufficient to replace the defective part. Enquiries regarding guarantee or Reporting a Fault should be made via our Reporting a Fault Feedback Form in the first instance. ** click here **

Repairs to damaged items not covered under guarantee will be charged at minimum £60 plus replacement parts / materials costs PLUS all shipping costs to and from the customers address. Additional costs for travel expenses for onsite visits charged at £60/hr plus £1.00 per mile if necessary for site visits. Our engineers have a full understanding of RPole design and engineering and are happy to support you.

Extended 3 year guarantee is available at £299.00 and will cover your RPole for a further 3 years against material failure or faults developing through manufacture and is ideal for peace of mind and 2nd owners of RPoles where the original guarantee is not transferable. This option is for 2010 - 2013 RPoles only and wear and tear or if the item sustains mechanical damages or damages which have been caused by improper use is also not covered.. Please email at rpole @passion-fitness.com with your RPole number and we will confirm availability and payment.

GUARANTEE LIMITATIONS

This guarantee covers manufacturing defects in the fitness equipment as originally packed by us. The warranty shall apply only under conditions of normal, recommended use of the product as described in the Owner's Manual and providing that instructions for installation, maintenance and use have been complied with. Guarantee obligations do not apply to defects due to reasons beyond stated in this manual.

The guarantee applies only to the original purchaser and is not transferable and is valid only in countries where RPole Fitness has an authorised importer. Fitness equipment or components that have been modified without the consent and authorised by RPole Fitness or its parent Company Pole Passion Ltd.

The guarantee covers proven manufacturing defects. Any faulty parts need to be reported immediately and the RPole made safe so it cannot be used until repaired. We will not be held responsible for any loss while the equipment is undergoing repairs or for postage costs to return the item or claims for items lost in the post. Return items are supplied foc . The guarantee does not cover fragile parts, like foam, mats, rubber or small deviations from the standard, which do not affect the value and performance, are no justification for a claim. The same refers to damages resulting from by chemical or electrochemical effect as well as water or other abnormal environmental conditions. We have the right to repair defective parts or replace them free of charge according to our own judgment. We will bear the cost of material and labour costs. The repair will not take place at the location of the consumer.

The receipt needs to be submitted stating the purchase and/or delivery date. After replacement, the ownership of the defective parts will be assigned to us. Removal of the warranty label will void any claim

The guarantee claim expires if unauthorised persons attempt repair of any defects or if additional parts or accessories which are not designed for the item are used. This also applies if the equipment is destroyed by an act of nature beyond control or failure to obey the instruction manual, wear and tear or if the item sustains mechanical damages or damages which have been caused by improper use is also not covered.

Defects resulting from normal wear, misuse, abuse, corrosion, or damage incurred during loading or transportation are not covered.

Use of the product in wet conditions or if immersed in water or left in a damp / high humidity including being stored in a similar environment.

The guarantee does not cover maintenance activities, such as cleaning, lubricating, and normal part adjustments, nor installation procedures that customers can accomplish themselves, such as changing uncomplicated ‘O’ rings, foam or rubber parts and other similar parts not requiring any dismantling / reassembling of the fitness equipment. Guarantee repairs carried out by other than authorised RPole Fitness representatives are not covered.

Failure to follow the instructions given in the Owner's Manual will invalidate the product’s guarantee.

If we require having the defective part returned the cost of postage or shipping is not included and must be paid for by the user. We will not replace any parts without receiving the defective part for inspection first. Replacement of defective parts will be covered under the warranty including postage of the replacement part at our discretion. Postage is only covered for the first 12 months from the purchase date.

The warranty will not cover labour costs for the repair of the equipment carried out by other non authorised personnel.

The replacement of parts is to the original purchaser, provided that the equipment remains in the possession of the original owner. Change of address will need to be notified prior to any claim.

All safety advice must be followed and safe storage of the equipment must be followed. Any claim involving damaged parts will not be considered where the product has been left unattended or mis-used / abused.

NOTIFICATION OF A DEFECT

The notification of a defect must include the following details:

1. Serial number of RPole and description of the defective product.
2. Date of delivery of the product to the original purchaser.
3. Information about the place and conditions of use of the product (home, light commercial, gym etc.).
4. The sales receipt is a precondition to any warranty action; keep the sales receipt in a safe place.
5.
Use the Report a Fault Feedback Form ** click here **

To facilitate repair action, keep a record of your registration.

This guarantee is the latest version (July 2014) and replaces any previous versions
 
I purchased 3 RPoles in 2009 and have used them for 6-8 hours of classes every week since and they are still going strong!
RPole Guarantee