Return Policy

Returns & Refunds Policy

Last updated: 27 August 2026

At Avaro, we work with a range of established fitness equipment manufacturers and suppliers across the UK.

Because different manufacturers may have different procedures for returns, warranties, repairs, replacement parts and collection of equipment, our returns process may vary depending on the product purchased.

Our aim is to make this process as straightforward as possible.

If you have a problem with an Avaro order, your first point of contact is always Avaro.

We will liaise with the relevant manufacturer, supplier or delivery partner on your behalf where appropriate.

Nothing in this policy affects your statutory rights as a consumer.

1. Consumer Rights

If you purchase from Avaro as a consumer, you have legal rights under UK consumer law.

Products must be:

As described.
Of satisfactory quality.
Fit for purpose.

These statutory rights apply regardless of whether the product is covered by a manufacturer's warranty.

Nothing in this policy, our Terms & Conditions or a manufacturer's warranty is intended to remove or restrict your statutory rights.

2. Our Manufacturer & Supplier Network

Avaro works with different manufacturers and suppliers, each of which may have its own procedures regarding:

Product warranties.
Fault reporting.
Replacement parts.
Repairs.
Product replacements.
Technical support.
Collection arrangements.
Return transportation.
Packaging requirements.
Product inspection.

Where appropriate, Avaro will work with the relevant manufacturer or supplier to follow their applicable process.

This may mean that the process for one product differs from another.

For example, one manufacturer may require a product to be inspected and repaired, while another may arrange replacement parts or a replacement product.

We will explain the appropriate process to you once we have assessed your individual circumstances.

3. Avaro Is Your Point of Contact

Although your equipment may be manufactured, supplied or delivered by a third party, customers should contact Avaro regarding returns, faults, damage or other problems with an order placed through Avaro.

Where necessary, we will communicate with the relevant manufacturer or supplier on your behalf.

You should not normally contact a manufacturer directly unless Avaro or the manufacturer has specifically instructed you to do so.

4. Change of Mind — Online Orders

If you purchase goods from Avaro online as a consumer, you generally have a statutory right to cancel your order within 14 days of receiving the goods, subject to applicable legal exceptions.

You do not normally need to provide a reason for cancellation.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Certain products may be excluded from statutory cancellation rights, including certain personalised, bespoke or made-to-order products.

Where an exception applies, this will be communicated where appropriate.

5. How to Request a Return

To request a return, please contact Avaro using:

Email: info@avarosupplies.store

Please provide:

Your name.
Order number.
Product name.
Date of purchase.
Reason for the return, where applicable.
Photographs or videos where relevant.
Any other information requested by our team.

We will then assess the request and advise you of the appropriate next steps.

6. Manufacturer-Specific Return Procedures

Where a manufacturer or supplier has a specific return procedure for a particular product, Avaro may follow that procedure when handling the return.

This may include:

A fault assessment.
Photographs or videos being requested.
Technical troubleshooting.
Manufacturer inspection.
Replacement parts being supplied.
Repair being arranged.
Collection being arranged.
Replacement equipment being supplied.
Return to the manufacturer's facility.

We will keep you informed throughout the process.

A manufacturer's procedure does not override your statutory consumer rights.

7. Faulty Products

If you believe your equipment is faulty, please contact Avaro as soon as reasonably possible.

We may ask you to provide photographs, videos, serial numbers, proof of purchase or other information to help identify the issue.

Where appropriate, we may initially work with the manufacturer or supplier to determine the cause of the fault.

Depending on the circumstances and your legal rights, the appropriate remedy may include:

Repair.
Replacement parts.
Replacement equipment.
Price reduction.
Refund.

The appropriate remedy will depend on the nature of the fault, when the fault occurred and the applicable law.

8. Manufacturer Warranty

Many products supplied through Avaro may include a manufacturer's warranty.

The length and terms of the warranty will vary between manufacturers and products.

Manufacturer warranties may cover areas such as:

Manufacturing defects.
Components.
Frames.
Motors.
Electronics.
Upholstery.
Labour.
Replacement parts.

Warranty exclusions may also apply.

These could include damage caused by:

Misuse.
Incorrect assembly.
Unauthorised modification.
Failure to follow manufacturer's instructions.
Commercial use where the product is intended only for domestic use.
Normal wear and tear.
Improper maintenance.
Accidental damage.

The specific manufacturer's warranty applicable to the product will determine the manufacturer's warranty coverage.

However, a manufacturer's warranty does not replace or restrict your statutory consumer rights.

9. Warranty Claims

Where a product is covered by a manufacturer's warranty, Avaro may liaise with the manufacturer or supplier to process the warranty claim.

The manufacturer may require:

Proof of purchase.
Product serial number.
Photographs.
Video evidence.
Description of the fault.
Installation information.
Maintenance information.

The manufacturer may also require an inspection before approving a repair, replacement or warranty claim.

Avaro will communicate the relevant requirements to you.

10. Damaged Deliveries

If your equipment arrives damaged, please contact Avaro as soon as possible.

Where possible, please provide:

Photographs of the external packaging.
Photographs of any visible damage.
Photographs of the equipment.
Your order number.
A description of the damage.

Please retain the packaging until we advise you that it can be disposed of.

Depending on the product and manufacturer, we may arrange:

Replacement parts.
A replacement product.
Collection and replacement.
Repair.
Another appropriate remedy.

We will determine the appropriate process with the relevant manufacturer, supplier or delivery partner.

11. Incorrect Products

If you receive a product that is different from the product you ordered, please contact Avaro before using or returning the equipment.

We will investigate the issue and, where appropriate, arrange collection and provide the correct product or another appropriate remedy.

You should not normally incur return costs where the incorrect product was supplied by us or our supply chain.

12. Missing Parts

If equipment arrives with missing components, please contact us.

Where appropriate, we may arrange for the manufacturer or supplier to send replacement parts directly to you.

For larger or more complex equipment, the manufacturer may provide technical support or instructions for installation of replacement components.

13. Large & Heavy Fitness Equipment

Fitness equipment can be large, heavy and difficult to transport.

Please do not arrange your own return transportation for large or heavy equipment without first contacting Avaro.

Depending on the manufacturer and product, we may arrange collection through:

The manufacturer.
Our supplier.
A specialist courier.
A specialist fitness equipment transport provider.

The return procedure may therefore differ from that used for smaller products.

Where you are cancelling an order because you have changed your mind, you may be responsible for the direct cost of returning the goods where permitted by law and where the relevant information was provided before purchase.

For goods that are not normally returnable by post, we will provide appropriate information about return costs where required.

14. Assembly & Installation

Some fitness equipment requires assembly or installation.

Where equipment is assembled or installed incorrectly, this may affect a manufacturer's warranty or create a safety issue.

Customers should always follow the manufacturer's installation instructions.

Where professional installation is recommended, we strongly recommend using a suitably qualified or experienced installer.

If you believe a product is faulty, please contact Avaro before attempting significant repairs or modifications.

15. Products Supplied Directly by Manufacturers

Some products may be supplied directly from the manufacturer or an authorised distribution partner on behalf of Avaro.

This does not change your contractual relationship with Avaro.

Where a return, repair or warranty issue arises, Avaro may work with the manufacturer or supplier to resolve the matter.

The manufacturer may have specific procedures for inspecting, collecting or repairing the product.

16. Products Made to Order or Customised

Certain products may be made specifically to your requirements or customised before dispatch.

Such products may be excluded from statutory cancellation rights where the relevant legal exception applies.

Examples may include certain:

Custom colours.
Personalised products.
Bespoke configurations.
Made-to-order equipment.
Custom upholstery.
Specially configured equipment.

Where this applies, we will make the relevant information clear before you place your order.

This does not affect your rights where the product is faulty, damaged or not as described.

17. Refunds

Where you are legally entitled to a refund, Avaro will process the refund in accordance with applicable law.

For eligible online cancellations, we will generally refund the cost of standard delivery.

If you selected a more expensive delivery option, we may only be required to refund the equivalent standard delivery charge.

Refunds will normally be made using the original payment method.

18. Timing of Refunds

Where you exercise your statutory cancellation rights, we will process your refund within the applicable legal timeframe.

For cancelled orders, we may generally wait until the goods have been returned or you have provided evidence that they have been returned, whichever occurs first.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

19. Condition of Returned Goods

If you cancel an order because you have changed your mind, you are entitled to handle the goods to the extent necessary to establish their nature, characteristics and functionality.

If the goods have been handled beyond this and their value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.

This does not affect your rights where the product is faulty or otherwise does not meet legal requirements.

20. Exchanges

Where possible, Avaro may offer an exchange.

However, exchanges may not always be possible because products can be supplied directly by different manufacturers and suppliers.

Where an exchange cannot be provided, we will explain the available options.

21. Commercial & Trade Customers

Different terms may apply to purchases made by businesses, trade customers and other organisations.

Business customers may not have the same statutory cancellation rights as consumers.

Large commercial orders may be subject to individual quotations, agreed terms and manufacturer-specific conditions.

Where specific written terms have been agreed, those terms will apply to the relevant order.

If you are a business customer, we recommend contacting Avaro before returning any equipment.

22. Proof of Purchase

We may require proof that the product was purchased from Avaro.

This may include:

Order confirmation.
Sales invoice.
Receipt.
Order number.
Payment record.

Please retain your order confirmation and related documentation.

23. What Happens After You Contact Us?

Once you contact Avaro regarding a return, fault or damaged product, we will:

1. Review your order

We will confirm the product, purchase date and relevant supplier or manufacturer.

2. Understand the issue

We may ask for photographs, videos or other information.

3. Identify the appropriate process

Where applicable, we will determine the relevant manufacturer or supplier procedure.

4. Liaise with the manufacturer

Where necessary, we will contact the manufacturer or supplier on your behalf.

5. Agree the next step

Depending on the circumstances, this may involve repair, replacement parts, replacement equipment, collection or refund.

6. Keep you informed

We will communicate with you throughout the process and provide further instructions where required.

24. Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights.

In particular, Avaro cannot use a manufacturer's warranty, supplier policy or internal returns procedure to remove rights you have under applicable consumer law.

Consumers have statutory rights concerning the quality, description and suitability of goods.

Where a product is faulty, not as described or otherwise fails to meet applicable legal requirements, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances.

25. Contact Avaro

If you need to discuss a return, refund, warranty claim, damaged delivery or faulty product, please contact us before sending anything back.

Avaro Supplies Ltd