Returns Policy

We hope that you are delighted with your order from Think Sport but we understand that sometimes there may be a reason why you would like to return an item to us. We aim to make this returns process as simple as possible.

Christmas Returns Period

For items purchased between 1st of December 2017 and the 31st of December 2017, we are offering an extended returns period until the 14th of January 2018. Every item must be returned in a resellable condition and in its original packaging, as stated by the rest of the policy. The returns process should be followed as standard, as outlined below. Items that are not suitable for return, for example items that cannot be returned on the grounds of hygiene, remain non-returnable during this period. Please note that this extended returns period does not affect your statutory rights as a consumer.

If you would like any more information about our Christmas Returns Period, or about the returns process in general, please contact our customer care team at helpdesk@thinksport.co.uk or on 020 7501 1100.

14 Days Returns Policy For Peace Of Mind

Most of the products on the Think Sport website have a 14 days returns policy. This means that you have 14 days from the day you receive your order from Think Sport to inform our customer care team that you would like to return an item that is unsuitable.

Before returning any item,  please contact our customer care team by email at helpdesk@thinksport.co.uk or by telephone on 020 7501 1100. We will then provide you with a returns authorisation number and full details of how and where to return your item(s) to.

This returns number helps us process your return as quickly as possible. Items returned without a returns number may take longer to process.

Unwanted Or Unsuitable Products - Exchanges And Refunds

We want you to be happy every time you shop with us at Think Sport, but sometimes a product might not be what you were expecting or just isn't right. 

You may wish to return your product for an exchange or a refund. That's no problem at all, but first we need to give you a returns authorisation number. This helps us process your return as quickly as possible. Without this number, it may be more difficult to process your return.

You can obtain your returns authorisation number and returns address details from our customer care team. Tell us whether you would like to exchange your product to an alternative, or whether you would like a full refund. You can contact our customer care team in the following ways:

  • Call our customer care team on 020 7501 1100
  • Email our customer care team at helpdesk@thinksport.co.uk
  • Fax us on 020 7720 7489
  • Write to us at Think Sport, Unit 6, Union Court, Union Road, London, SW4 6JP
  • Fill in a cancellation form (please see our Terms and Conditions page to download the form)

Please do not send items back to us unless you have been given your returns authorisation number and the return address details as some items may need to be sent directly back to the manufacturer.

You can return most items in a resellable condition within 14 days of receiving it, for a full refund. We will refund your card once we have received and processed the item. All postage costs incurred by you in returning the unwanted item(s) must be paid by you and are not refundable. We will only refund our standard postage costs (excluding expedited delivery costs) to you that you have paid for when the goods were ordered. If your order qualified for free delivery at the time of ordering, no postage costs will be refunded.

Some items may not be returnable on grounds of hygiene such as underwear, probes, tens patches and other items that are compromised when in contact with the body or when opened.

If you have opted for a non-free delivery service such as next day courier service, this expedited or upgraded delivery service will not be refundable. Where you have paid for an expedited delivery service, your order value is beneath our £40 free delivery threshold and you would have incurred a £2.95 delivery cost under normal circumstances, we will refund you the £2.95 delivery cost. Where you have paid for an expedited delivery service, your order value is £40 or above and you would therefore have incurred no delivery charges under normal circumstances, we will not refund any delivery costs.

Some items are excluded from our returns policy on grounds of hygiene or by the very nature of the product. If you would like further information about the returns policy of your product, please call our customer care team on 020 7501 1100 prior to purchasing to avoid disappointment.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us. 

How Is The 14 Day Returns Period Calculated - Am I Outside Of This Period?

The calculation of the 14 days includes all days (working or otherwise) from Monday to Friday.

The cancellation or cooling off period begins to run depending upon when you receive your goods. 

Where goods are delivered in one delivery, the end of the cooling off period is 14 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the cooling off period is 14 days after the day on which the last good came into your physical possession.

Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 14 days after the day on which the last of the pieces came into your physical possession.

Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 14 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period, you will be not be able to return or exchange your goods.

Unwanted or Unsuitable Products Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a contract for purchase of an item within 14 days of the conclusion of the contract.

If you would like to cancel your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, please contact our customer services team to notify them of your wish to cancel.

You can notify us of your cancellation request by using the following methods:

  • Call our customer care team on 020 7501 1100
  • Email our customer care team at helpdesk@thinksport.co.uk
  • Fax us on 020 7720 7489
  • Write to us at Think Sport, Unit 6, Union Court, Union Road, London, SW4 6JP
  • Fill in a cancellation form (please see our Terms and Conditions page to download the form)

We will then process your return when it arrives back to us. 

Where you are returning an item or items that you have purchased, and delivery to you was free of charge, we will only refund the cost of the goods to you. We will not refund any costs or expenses for postage, delivery or transit methods for returning the item(s) to us. All costs of returning the item(s) to us must be borne by you, and are not refundable by Think Sport.

Where you are returning an item or items that you have purchased, and delivery to you was charged at £2.95, we will only refund the cost of the goods to you and the £2.95 delivery charge. We will not refund any costs or expenses for postage, delivery or transit methods for returning the item(s) to us. All costs of returning the item(s) to us must be borne by you, and are not refundable by Think Sport. 

Where we have charged you an expedited or special carriage cost, such as next day delivery or overseas delivery, we will only refund the cost of our standard delivery to you (£2.95 if your order value is beneath £40, £0.00 if your order value is above £40). We will not refund any costs or expenses for postage, delivery or transit methods for returning the item(s) to us. All costs of returning the item(s) to us must be borne by you, and are not refundable by Think Sport.

Where you have purchased multiple items and we have charged you a carriage cost and you are returning a part of your order only, we will not refund the cost of delivery that you paid when purchasing the item. We will not refund any costs or expenses for postage, delivery or transit methods for returning the item(s) to us. All costs of returning the item(s) to us must be borne by you, and are not refundable by Think Sports.

Please note that certain items are excluded from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 on grounds of hygiene or by the very nature of the product. If you would like further information about the returns policy of your product, please call our Customer Care Team on 020 7501 1100 prior to purchasing to avoid disappointment.

Faulty or Damaged Products

We always try to select the best products available, and we package our items to ensure they reach you safely. However, if an item that you receive is faulty or damaged, please let us know within 14 days of receiving the item. We will be able to replace the item free of charge or provide you with a full refund. We will refund your card once we have received and processed your returned item.

A majority of our items are covered by a 12 months manufacturer's warranty. Where an item develops a fault later than 14 days after the date of receipt and within one year from the date of receipt, we will be happy to repair or replace the item(s) in accordance with our responsibilities under the Sale of Goods Act 1979 when you are dealing as a consumer.

Please note, if an item develops a fault through misuse or user damage, and is not the result of a manufacturing fault or shortfall, we will be unable to exchange, repair or refund your purchase. 

Duplicate Or Incorrect Item

Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately and we can make arrangements for returning or collecting the item from you.

How Do I Actually Return My Item(s)?

If your reason for return falls into one of the above categories you will need to contact our customer care team for a returns authorisation number and details of how and where to return your item. You will receive from our customer care team a returns authorisation number and details on where to return your item(s) to.

Please pack your item(s) securely and include a note within the package with your name, contact details, order number (e.g TS123456) and the reason for returning the goods, along with the returns authorisation number. Usually the packaging that you received the item in can be used to return in, however sometimes this may not be suitable. Therefore, please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us. 

Please then post the item to the address provided by our customer care team with your authorisation number. The returns address may differ from our business address so please ensure you contact us for the returns address prior to returning the item. 

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us. 

A Handy Returns Checklist

Here's a handy returns checklist to help make sure you have everything you need before returning your item:

  • Contact us to get your returns authorisation number and the address to return your item to
  • Include a brief note with your item with the following details:
    • Returns authorisation number
    • Name
    • Contact details
    • Order number (e.g TS123456)
    • The reason for returning the goods
  • Package your item securely to avoid damage
  • Send the package back with adequate insurance to the address provided by our customer care team
  • Retain your proof of posting
  • Wait for your refund or exchange.

Are Any Items Excluded From Our Returns Policy?

Yes; certain items are non returnable and non refundable on grounds of hygiene. We are therefore unable to offer an exchange or refund on these products. Examples of products that are non refundable or non exchangeable include items that are exposed to open wounds such as blister plasters, adhesives, certain gel products and other items that are compromised when opened or exposed to the skin. This list is not exhaustive. Please check with our Customer Care Team if you have any doubt as to the returns policy on an item prior to purchasing to avoid disappointment. 

Do You Test Faulty Items?

Yes, we test every single return. If a returned item is found not to be faulty by our customer response team we will return the item to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the item.

If you are unsure if an item is faulty, please call us on 020 7501 1100 as we may be able to help you to fix the problem.

Items Returned To Us Without a Returns Authorisation Number

If an item is returned to us without a returns authorisation number, this can significantly lengthen the time it takes to process a return. If the item has been sent to the incorrect returns address, this may incur forwarding costs to the correct returns address which may be chargeable to you at our discretion. This can be avoided by following our returns procedure and obtaining a returns authorisation number along with the correct returns address. If an item is sent to us outside of the returns policy timescale, and is therefore not eligible for a refund or credit, a £5 administration fee may be charged for processing the invalid return and the full postage costs, including packing and VAT, will be charged to return the item back to you. 

Items Returned To Us Not Purchased From Us

If an item is returned to us that has not been purchased from ThinkSport.co.uk, but has instead been purchased from another retailer, no refund or exchange of the item can be made. Think Sport reserves the right to charge a £5 administration fee for processing the incorrectly returned item, as well as the postage fee for returning the item to the sender. Think Sport will contact the sender (if details have been provided) to make them aware of the incorrectly returned item. This situation can be avoided by checking where the item was purchased. If you are unsure of where you purchased the item, please contact our Customer Care Team on 020 7501 1100 and we will be able to check our system to ascertain whether or not the order was placed with Think Sport.

14 Day Returns Policy

You have 14 days from the day after receiving your product to inform us of your wish to return an item. This timescale is strictly 14 days. We are unable to accept returns outside of 14 days unless faulty. Items outside of 14 days after the date of receipt cannot be exchanged or refunded.

Please view our full terms and conditions for further details.

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