Refunds, Returns & Complaints

Changes and cancellations by Ruthless Strength

If circumstances arise that are beyond our control, it may be necessary from time to time to change or cancel an order. Ruthless Strength may have to substitute your item to an item of similar value to the one ordered if we are out of stock. In other cases, we may have to cancel your order and in doing so we will arrange a full refund.

Your rights to cancel

Under Distance Selling and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have the right to cancel most domestic products purchased from us using distance means and receive a full refund within 14 days of delivery. We must be notified of your intention to cancel in writing or email and the cost to return the goods will be the responsibility of the customer. Please note any items that are clearly personalised or made specifically to the consumer’s specifications are exempt from these regulations. We also reserve the right to make a deduction from refunding the full purchase price if we believe (on examination of the returned goods) that they exhibit use (including self-assembly and attempts at disassembly). The amount of deduction will be based on the extent of the diminishment in the goods value.

Under the terms of the aforementioned Regulations you have the right to cancel any service (purchased using distance means) we offer and seek a full refund within 14 days beginning the day after the contract is concluded. However, by you agreeing that we commence carrying out this service before this cancellation period has expired.

Further goods cancellation policy

If goods have been dispatched, we also offer customers the opportunity to return goods beyond 14 days but no later than 30 days of receipt of your goods. In cases such as this the following conditions will apply. The cost of postage, packaging and insurance to return the goods will be borne by the customer and goods must be received by us in perfect condition and in their original packaging. The cost of delivering the goods will be deducted from any refund. There may be a re-stocking charge. If goods are not received back in un-used condition and in their original packaging, Ruthless Strength reserve the right not to accept the goods at our warehouse and/or not to issue a refund or credit. Any costs to redeliver the goods will be payable in advance by the customer. If the goods have been removed from their original packaging or assembled, your option to cancel may be forfeited.

Our Standard 14 to 30 day online return options apply to goods purchased for domestic use only. These options do not apply to equipment purchased for use by a business, commercial equipment, or for any ‘special order’ items. Special order items, are goods that are not normally stocked by Ruthless Strength and have had to be ordered specifically for a customer. Custom designs are excluded. These options also do not apply to Mail Order Returns/Ex Display Models are classed as ‘one off’ ‘special order’ items, and as such are not covered by our standard 14 to 30 day online return option. Any free gifts or promotional items received with your order must be returned if an order is cancelled, if not returned these may be charged at the RRP value.

Please note: our couriers do not collect any unpackaged goods.

Paypal refunds

Please note as of the 5th March 2020 all Paypal Refunds will exclude the transaction fee.

All order cancellations or returns must be notified to us by e-mail or by writing to our head office only. If you wish to cancel or return goods, please e-mail info@ruthlessstrength.com at the address below and we will issue a Return Authorisation Number. Goods must be returned to us within 7 days of receipt of the unique Ruthless Strength RAN being given. No cancellation of order will be accepted after 30 days from delivery of goods.

Promotions and promotion periods

Ruthless Strength reserves the right to run promotions at any time. Promotions may take the form of offers, discounts and incentives. Ruthless Strength promotions have start and end dates. Promotions cannot be back-dated for existing customers who have bought similar items. The fees and payments will be as the time of customer’s purchase.

Ruthless Strength on occasion take photographs of customers while they are using Ruthless Strength equipment. These pictures may be used in the Personal Trainer Academy marketing and promotional material. Customers having objections can request in writing not to appear.

Complaints and feedback

Ruthless strength welcomes feedback from learners and, while all reasonable endeavours are made to ensure that the customer experience is a positive one, we do want to hear from customers if there is any cause for complaint. Complaint(s) and feedback (including, but not limited to marketing emails) email info@ruthlessstrength.com. Full details for the grounds for the complaint must be included in all correspondence.

Ruthless Strength promises to work with customers to resolve course issues or complaints promptly. Customers that unhappy in any way with our advice or service from Ruthless Strength can follow the complaints handling procedure explained below.

Stage 1 – Email info.ruthlessstrength.com with a full description of your complaint. Include the subject matter, relevant dates and times, names of the individuals relevant to the complaint; and copies of any supporting documents or letters connected with the complaint.

Once Ruthless Strength has completed an investigation, the learner will be notified by email the following:
The outcome of the investigation

Where relevant, any offer the Company is prepared to make

Stage 2 – If the customer disagrees with the stage 1 decision, the customer must formally submit a letter in writing to 92 Broad Street, Birmingham, B15 1AU. The letter must include a full description of your complaint including the subject matter, relevant dates and times, names of the individuals relevant to the complaint; and copies of any supporting documents or letters connected with the complaint.

Once Ruthless Strength has completed an investigation, the learner will be notified by email the following:

The outcome of the investigation

Where relevant, any offer the Company is prepared to make

Stage 3 – If the learner disagrees with the stage 2 decision, the complainant must submit their concerns formally and in writing addressed to the board of directors who will complete an investigation. The board of directors meet monthly. Once the board of directors has completed an investigation, the learner will be notified by email the following: The outcome of the investigation (their decision is final). Where relevant, any offer the Company is prepared to make (the offer will be final)

Defamation

Ruthless Strength has a zero tolerance policy on defamation and treats it seriously either of the company or its employees.

Unlawful discrimination and defamation of such will be met with immediate legal action.

In cases of ongoing feedback/complaints that aren’t ruled in the favour of the customer – threats from such customers of public defamation and actual defamation publicly will be met with immediate legal action. Public defamation includes public blogs, social media platforms inc Facebook, Twitter, Instagram, Snapchat etc

As our policies are 100% fair and robust, in cases where rulings are not in favour of the customer, we take no objection in the entirety of our process and communication being included if the learner wishes to post publicly about the matter. Any manipulation of our process and communication ie edits, omissions etc when posting publicly which results in Ruthless Strength being shown in “bad light” will not be tolerated and will be referred to our legal team.

If you choose to post defamatory comments without first exhausting our feedback process, we reserve the right to immediately terminate any contracts with us, invoice you for any monies outstanding and refer the matter to our legal team.

Personal Trainer Academy’s legal team are Abraham’s Law, Old Foundry Bath St, Walsall, WS1 1JZ.