Refund policy
Covering:
1) Refund and returns policy for products
2) Payment, cancellation and refunds policy for trips
3) Payment and cancellation details for online coaching.
4)Payment and cancellation details for in person coaching.
1)Refund and returns policy for products
When you receive your item, you must check it as soon as possible following receipt and always before use.
Your right is to change your mind. We've all done it, ordered something and then realised later that it is no longer needed.
Time scale
You have 14 days to return your order, which starts on the day after you received the item.
Condition
All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it eg. please ensure that any security seals or tags are still intact.
SUPPLEMENTS : A refund for any opened items will not accepted.
Returns delivery cost
Unless you received the wrong item or the item was damaged or faulty (see below), you must pay for the cost of the returns delivery.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us at contact@hybridendurance.com. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 14 days from the estimated delivery date provided.
**Returns process**
1) Email us at contact@hybridendurance.com
We will try to solve/ create the most efficient returns process possible.
2) We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to.
Supplements returns address:
458, Chorley New Road, Bolton, Greater Manchester, BL15AZ
Clothing returns address:
For faulty items: return to the address on your receipt.
For any other reason return to : 458 Chorley New Road, Bolton, Greater Manchester, BL15AZ.
**Again email contact@hybridendurance.com at first instance for a clear guide on your returns process and for confirmation of the return address as this may vary from the addresses above.
3) Please package the item securely and include inside the package your order number, name and address.
4) Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
5) If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
What we'll do next:
All products returned to us have to be checked first. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt of the goods. If you obtain proof of returns delivery this may speed up the time frame in which we can issue you with a refund. We will refund the original credit/debit card/PayPal account used to purchase the item.
Return of replacement goods
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Cancellations
For your cancellation rights and the model cancellations form please find our model cancellation form at the end of the Terms of Service policy
Complaints
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.
Please contact us at first instant.
2)Payment, cancellation and refunds policy for trips
A deposit of 35% of the total price is required to book and secure your place on the trip, the remaining 65% balance must be paid before 6 weeks out from the start date of the trip. If you don't pay the remaining balance in full before 6 weeks out you will loose your place on the trip and your 35% deposit.
If you cancel before 14 days after paying your deposit you will get a full refund of your deposit back. After 14 days of paying your deposit if you then decide to cancel before the start of the trip only those who have paid the total amount in full will receive any money back and that money will only be the deposit amount of 35% and not the remaining 65%. Those who have not paid the total amount in full and cancel after the 14 days of paying the deposit will not receive any money back.
The above terms apply to booking 6 weeks and more out from the trip. Any late booking less than 6 weeks out from the start date of the trip the full amount will be payable immediately to book your place on trip. You will still be entitled to a 35% refundable amount of the total price should you cancel before the camp date if you have paid the full amount.
Payment of the deposit is made by purchasing this trip above, select the date and room type and purchase through our store which securely processes your payment through Paypal. The remaining balance will then be payable by transfer either to our Paypal account or our bank account. Details of these will be provided after placing your deposit.
In the unlikely event that the trip can not go ahead and has to be cancelled, you will receive a full refund of the amount you have paid to date. We will not however be liable and have to contribute to any other expenses incurred for you such as flights.
Click the link for our full trip terms and conditions
3)Payment and cancellation details for online coaching.
Payment is at the start of each 4 week block. Payment is to be made by bank transfer, direct debit, card payment or paypal, payment information is provided to you during your initial consultation. Should you cancel mid way during a block you will not get a refund for the remaining weeks in the block but you will have access to your premium training peaks account and training will be provided for the remaining weeks in that block should you wish to use them.
4)Payment and cancellation details for in person coaching.
Payment for in person training and coaching is to be made by the method stated on the in person coaching page. Should you cancel and not be able to attend your coaching sessions you will receive a refund of the amount paid if you provide notice of cancelling before 24hr from the start of your session. If you cancel after 24hrs from your session we may apply a discretionary cancellation fee of £10. This cancellation fee is at our discretion and will be applied if our coaches have had to suffer a detriment due to the late cancellation. If you subscribe for a block of coaching you can cancel this at anytime but again by providing at least 24hrs notice before a session. If you cancel the entire block before it has finished we will refund the remaining amount you have left in your block minus the cost you have benefited from a discount from purchasing a full block in advanced.