SHIPPING & RETURNS
UK & Overseas - The majority of deliveries are sent via a signed for service. If you miss a delivery a card will be left letting you know how to arrange another delivery or pick-up your order in person. Shipping outside the EU are subject to your Country Customs and Border Protection Service who examine all your imported goods and may charge Import duty, taxes and additional charges. These charges are not included by us and are your responsibility to pay.
Returns/Cancellation and After Sales
If you change your mind and would like to return your order after delivery, we will refund your purchase as long as it’s unopened and in its original packaging. This option is available to you for 14 days after delivery. We will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you return your goods within 7 working days from the day after delivery. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging. IMPORTANT: The product must not have been used. Whilst the goods are in your possession you must take all reasonable care of them and not use them.
Working days means all days other than Saturday, Sunday and public holidays. You need to return the goods to us within the 7 working day period.
We cannot accept any items which have been specially ordered for you to your specification.
If you are returning your goods via courier/postal service, it is your responsibility to pay for any return shipping charges. Goods must be received in as-new and resalable condition (this includes packaging). Any damage caused in transit will be your responsibility and may affect the viability of your return. We will contact you if there is a problem with the goods received. We will then give you a full refund for the cost of the product less cost for damaged packaging etc. Refunds can take up to 10 working days to be credited to your account by the same payment method originally used.
We cannot refund your purchase if the item is not in “as new” unused condition complete with all original undamaged packaging. However, we may offer you a partial refund if the above conditions are not met. However, this will be at our sole discretion.
Missing Parts / Damage
Please advise us of any problems with missing or damaged parts within 7 days. Carrier damage must be taken up immediately with the carrier. We regret that beyond this time we may be unable to process your claim.
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.
All RPoles are guaranteed against manufacturing defects for 12 months from date of purchase, provided it has been sold by us. 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.
Items covered by Guarantee
Manufacturing defects in equipment as originally packed by us and applicable only under conditions of recommended use of the product as described in the Owner's Manual and providing that instructions for installation and maintenance and use have been complied with.
Not covered by Guarantee
Consumable items including mats, foam, rubber seals, silicone, painted finishes and travel bags are not covered against accidental, malicious or damage caused by wear and tear, misuse, overloading, neglect, contact with moisture/water or unauthorised repair.
OVERLOADING, RENTAL, DOUBLES PRACTICE, POLESILKS OR COMPETITION USE: will void your guarantee as is 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.
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.
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.
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.
Failure to follow the instructions given in the Owner's Manual will invalidate the product’s guarantee.
This guarantee is the latest version (December 2015) and replaces any previous versions