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Refund and Returns Policy

Effective Date: 27 October 2026

FORGE FITNESS EQUIPMENT LIMITED (“we”, “us”, “our”) operates the e-commerce website www.forgefitnessstore.com, the dedicated platform for our premium line of space-saving fitness small tools including massage balls, resistance bands, skipping ropes, yoga blocks and other workout accessories built for modern active lifestyles. This policy clearly outlines all our terms for product returns, eligibility criteria, processing procedures, and refund rules, to ensure full transparency for every customer shopping on our site. We explicitly state upfront that pure, order-only refund requests that are not paired with a valid product return of the delivered items are not permitted under this policy, with no exceptions outside the narrow, legally required scenarios specified in this document.

1. Contact Information for Returns & Inquiries

If you have any questions about our return process, need to submit a return request, or require clarification on any of the terms outlined below, you can reach our dedicated customer support team through the following contact details:

  • Full Company Name: FORGE FITNESS EQUIPMENT LIMITED
  • Registered Address: Nerse Farm, St. Asaph Road, Lloc, Holywell, CH8 8RD, United Kingdom
  • Contact Email: [email protected]
  • Contact Phone Number: +44 1352 720409

Our support team operates 6 days a week, from 9AM to 6PM UK local time, and we will respond to all return related inquiries within 24 working hours of receipt.

2. Core Ground Rule: No Standalone Refund Requests

The most critical term of this policy is that we do not accept and will not process any pure “refund only” requests where the customer keeps the full delivered product without returning it to us. Under no circumstances will we issue a full or partial monetary refund without receiving the returned physical item first, and verifying that the returned product meets our return eligibility standards. This rule applies to all of our product lines, from our anti-tangle memory foam jump ropes, textured massage balls, to multi-height yoga blocks and adjustable resistance bands, to protect both our business operations and the fair shopping experience of all our 120k+ registered customers.

The only exception to this rule applies to rare cases where we have confirmed that the product you ordered was confirmed lost in transit by our official courier partner, and no physical item was ever delivered to your possession. In this specific scenario, you may choose to receive a full replacement of your ordered product, or opt for a full refund without needing to return an item you never received. For all other cases, no refund will be processed before we receive and inspect your returned product.

3. Return Eligibility Criteria

To be eligible for a return, your item must meet all of the following requirements:

  • You must submit your return request to our customer support team within 30 calendar days from the date you signed for receipt of your order.
  • The product must be in unused, original resalable condition, with all original tags, packaging, accessories and user manuals intact. All of our fitness small tools are tested for real training to be non-slip and wear-resistant, so returned items cannot show signs of heavy wear, extended use, or damage caused by improper operation after delivery.
  • Custom-made or personalized products (if any) are not eligible for return, unless the items have confirmed manufacturing defects that do not match your confirmed order specifications.
  • Items marked as final sale on our new arrivals or clearance sections are not eligible for return, unless they arrive with confirmed factory defects.

When you submit a return request, our customer service team will confirm your eligibility within 2 working days, and provide you with a pre-paid return shipping label and designated return address. Customers based in the UK do not need to cover any return shipping costs for valid eligible returns.

4. Return Processing & Replacement First Policy

Once we receive your returned product at our designated returns processing warehouse, our quality inspection team will check the condition of the item within 3 working days. Instead of issuing a monetary refund by default, we will first offer you a direct equal-value product replacement of the exact same item you returned, if the product is still in stock on our site. This aligns with our brand promise to deliver durable, high-performance fitness small tools that fit your active lifestyle, and we prioritize getting the right working product back to you rather than processing monetary returns.

If the exact product you returned is no longer in stock, you may choose to swap it for any other fitness product on our store of equal or higher value (with you only covering the small price difference if applicable), or request for store credit that can be used for any future purchases on www.forgefitnessstore.com, which comes with an extended 18 month validity period. The store credit will be added directly to your user account on our site within 2 working days after our inspection team approves your returned item.

5. Limited Refund Scenarios

Monetary refunds will only be issued in the very limited situations below, after we have received and fully inspected your returned eligible product:

  • Our quality team confirms that your returned item has unrepairable manufacturing defects that cannot be fixed or replaced, and no suitable equivalent product alternative is available in our current inventory.
  • The product you received is significantly different from the exact item you ordered, and we are completely unable to restock the correct ordered item within 30 days of your return request submission.

Under these confirmed scenarios, the full approved refund will be processed and sent back to your original payment method, and it may take 3 to 7 working days to show up in your account balance, depending on the processing speed of your payment service provider. Partial refunds for items that have been partially used or damaged by the customer after delivery will not be approved, as all our fitness gear is tested for real training durability before shipment.

6. Damaged Deliveries & Special Cases

If you find that your order arrives with obvious outer packaging damage that may impact the product inside, please take photos of the damaged package and the affected items and send them to our support team within 48 hours of delivery. Our team will arrange an immediate free replacement shipment for you, no return of the damaged item is needed in most cases, but you are still not eligible for a pure refund only request unless we are unable to source a replacement unit within the timeframe we mutually agree on.

This Refund and Returns Policy is designed to protect the quality standard of our fitness gear for all our customers, and ensure every shopper receives the durable, efficient workout tools that we test and refine to fit your daily training needs. If you have any further questions about these terms, please do not hesitate to contact our support team at any time.