1. Overview
At kensington underground, we want you to be fully satisfied with your purchase. If you are not happy with your order, you may be eligible for a return or refund in accordance with the terms below. This policy is designed in line with UK consumer rights legislation, including the Consumer Contracts Regulations.
2. Returns Eligibility
To be eligible for a return, your item must:
- Be returned within 14 days of receiving your order
- Be unused, unworn, and in original condition
- Be in original packaging with all tags attached
- Include proof of purchase (order confirmation or receipt)
Items returned outside these conditions may not be accepted.
3. Non-Returnable Items
We cannot accept returns for:
- Items that have been worn, washed, or used
- Hygiene-sensitive products (where applicable)
- Clearance or final sale items (clearly marked)
- Gift cards or promotional vouchers
4. US Cooling-Off Period
Under US law, customers have the right to cancel their order within 14 days of receiving goods without giving a reason. You then have a further 14 days to return the item after notifying us.
5. Refunds
Once your return is received and inspected:
- We will notify you of approval or rejection
- Approved refunds will be processed within 5–10 working days
- Refunds will be issued to the original payment method
Shipping costs are non-refundable unless the item is faulty or incorrect.
6. Exchanges
We offer exchanges subject to stock availability. If the requested item is unavailable, a refund or store credit may be offered.
7. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with photographic evidence. We will arrange a replacement, refund, or resolution at no extra cost.
8. Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a tracked shipping service
- We are not responsible for lost returns without tracking
9. Order Cancellations
Orders may be cancelled before dispatch. Once an order has been shipped, it must follow the standard return process.
10. How to Request a Return
To initiate a return, contact:
Elevate Fitness Support
Email: returns@elevatefitness.com
Include:
- Order number
- Item(s) to return
- Reason for return (optional)
11. Processing Time
Please allow time for:
- Return delivery: 3–7 working days
- Inspection: 1–3 working days
- Refund processing: 5–10 working days
12. Contact Us
+1 (215) 726-1918