Complaint Procedure
If you wish to make a complaint about any products purchased or issues relating to the execution of an order, please submit your complaint in one of the following ways:
1. Postal Address:
- FitAndFat LTD
Inside The Post Office, 187 Uxbridge Rd,
W13 9AJ
London
2. Email:
- Send your complaint to info@fitandfat.co.uk using the online form.
Content of Your Complaint:
Ensure your complaint includes the following essential information:
- Your identity details: first and last name, address, email address, telephone number, and customer number (if you are a registered customer).
- Your order number.
- Details of the product in question: product name, product number, and for clothing items, the colour and size.
- The specific reason for your complaint. Note that in some instances, we may require photographs of the product, and we will request these from you if necessary.
Response to Your Complaint:
We will acknowledge and address your complaint using the same method by which it was received, either in writing or electronically. We commit to resolving your complaint swiftly, no later than 14 calendar days from the date we receive your complete complaint submission.
Should your complaint be incomplete, we will contact you promptly to guide you through the necessary steps to complete it.
Returns Policy
If you find that the product does not meet your expectations, you are entitled to return it for any reason within 14 days from the date of delivery.
Conditions for Return:
- The product must be unused and undamaged.
- It should be returned in its original packaging, at your own expense.
Required Documentation:
- Include the ‘Return of Goods Form‘.
- Attach the original receipt or VAT invoice.
- Provide the bank account number for the refund.
Exchanges:
- If you wish to exchange a clothing item due to size issues, please return the item in its original condition. Include the ‘Return of Goods Form’ and all the aforementioned documents and details.
Please ensure all returns and exchanges adhere to these guidelines to facilitate a smooth process.
You can download “Return of Goods Form” just click button below
In-Store Purchases
For items purchased in-store, we do not accept returns or exchanges if the customer has simply changed their mind. This includes reasons such as choosing the wrong flavour, deciding not to use the product, or purchasing elsewhere.
This is because supplements and consumable products cannot be resold once they have left the premises for hygiene and safety reasons.
Faulty or Damaged Items
We will accept a return only if there is a valid issue with the item, such as:
- Faulty or defective product
- Damaged packaging upon purchase
- Incorrect item provided by our staff
In these cases, we may offer:
- A replacement, or
- A refund (depending on the situation)
To process a return for a faulty item, we require proof of purchase.