Refund policy


Refund Policy

Overview

This Refund Policy applies to purchases made through the iDACTIVE / iDFITNESS online store operated by The Fitness Industry Directory Limited.
It should be read together with the store’s Terms of Service, Shipping Policy and any product‑specific information shown on the website.

Contact

For all return, refund and exchange enquiries, contact hello@idactive.shop before sending any item back.

Right to cancel online orders

If you are a UK consumer buying online, you generally have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.
If you choose to cancel, you must tell the store within that 14‑day period and then return the goods within a further 14 days.

Refund timing

Where a valid cancellation or return is accepted, refunds are normally processed within 14 days of the goods being received back, or within 14 days of receiving evidence that the goods have been sent back, whichever is earlier.
Refunds will be made to the original payment method used for the order unless otherwise agreed.

What is eligible for return

To qualify for a return under the store’s standard returns process, items should be:

  • Unworn, unused and in re‑saleable condition

  • Returned with original tags, labels and packaging where possible

  • Free from damage, marks, odours or signs of excessive handling beyond what is necessary to inspect the goods

Non‑returnable items

Returns may be refused where the law permits, including where items have been worn, damaged after delivery, or are not returned in a condition suitable for resale beyond reasonable inspection.
Certain products may also be excluded where they are sealed goods not suitable for return for health or hygiene reasons once unsealed, or where they have been personalised or customised.

Faulty, damaged or incorrect items

If an item is faulty, damaged on arrival, or you receive the wrong item, contact hello@idactive.shop as soon as possible with your order number and clear photographs where relevant.
Nothing in this policy limits your statutory rights in relation to faulty or misdescribed goods.

Delivery charges

If you cancel an online order within your statutory cooling‑off period, the refund will normally include the cost of the least expensive standard delivery option originally offered at checkout.
If you selected a more expensive delivery option, the additional amount above standard delivery does not have to be refunded.

Return shipping costs

Unless an item is faulty, damaged or incorrect, the customer is responsible for the cost of returning goods.
The customer is also responsible for packaging returned items securely and keeping proof of postage until the refund has been completed.

International returns, customs and duties

For orders delivered outside the United Kingdom, all customs duties, import taxes, brokerage fees, handling charges and similar fees are the sole responsibility of the customer.
The store does not pre‑pay, cover or refund customs duties, import taxes or related international clearance charges.
If a customer refuses to pay customs charges and a parcel is returned or destroyed, any refund may be reduced by the outward shipping cost, return charges, carrier fees and any non‑recoverable costs, where permitted by law.

Exchanges

If you would like a different size, colour or item, contact hello@idactive.shop first to confirm availability.
Exchanges are subject to stock availability, and in some cases the fastest option may be to return the original item and place a new order.

How to request a return

To request a return, email hello@idactive.shop with:

  • Your full name

  • Your order number

  • The item(s) you want to return

  • The reason for the return, if applicable

Return instructions can then be provided by email.

Refund method

Approved refunds will be sent back to the original payment method.
The time it takes for funds to appear in your account may depend on your bank or payment provider.

Statutory rights

Nothing in this Refund Policy affects your statutory rights under UK consumer law, including your rights relating to faulty goods, goods not as described, or your cancellation rights for distance sales.

Privacy Policy

Overview

This Privacy Policy explains how The Fitness Industry Directory Limited, trading as iDACTIVE and iDFITNESS, collects, uses and protects personal data through its online store.
It applies to website visitors, customers, people who contact the business and anyone who signs up for updates or marketing communications.

Data controller

The data controller for the website is The Fitness Industry Directory Limited.
Privacy and data protection queries can be sent to hello@idactive.shop.

Personal data collected

Depending on how the website is used, the store may collect:

  • Identity data, such as name

  • Contact data, such as email address, phone number and delivery or billing address

  • Order and transaction data, such as items purchased, payment status, order value and delivery details

  • Account data, if a customer creates an account

  • Communications data, such as emails, support requests and messages sent through the website

  • Technical or usage data, such as IP address, browser type, device information and on‑site activity

How personal data is collected

Personal data may be collected when you:

  • Place an order

  • Create an account

  • Subscribe to emails or marketing

  • Contact the business by email or website form

  • Browse the website

  • Accept optional cookies or tracking tools

How personal data is used

Personal data may be used to:

  • Process and deliver orders

  • Provide customer service and respond to enquiries

  • Send order confirmations, dispatch notices and service‑related communications

  • Detect fraud or misuse of the website

  • Improve the website, products and customer experience

  • Comply with legal and regulatory obligations

  • Send marketing communications where the law allows or where valid consent has been given

Legal bases for processing

The store processes personal data on one or more of the following legal bases under UK GDPR:

  • Performance of a contract, for example to fulfil an order

  • Compliance with a legal obligation, such as tax or accounting requirements

  • Legitimate interests, such as improving the website, preventing fraud and managing customer service

  • Consent, where required, such as for certain email marketing or non‑essential cookies

Payment information

Payments are processed through third‑party payment providers and the store does not store full card details on its own systems.
Payment processors may handle personal data on the store’s behalf under their own security and compliance obligations.

Sharing personal data

Personal data may be shared with trusted third parties where necessary to run the business, including:

  • Payment processors

  • Shipping and fulfilment providers

  • E‑commerce and website platform providers

  • IT, hosting, analytics and email service providers

  • Professional advisers or regulators where required by law

Personal data is not sold to third parties.

International transfers

Some service providers may store or process personal data outside the United Kingdom.
Where international transfers take place, appropriate safeguards should be used as required under UK data protection law.

Data retention

Personal data is kept only for as long as necessary for the purposes it was collected, including legal, tax, accounting, fraud prevention and customer service purposes.
Different categories of data may be kept for different time periods depending on legal obligations and operational needs.

Marketing communications

If you sign up to receive marketing emails, the store may send updates about products, launches, offers and brand news.
You can opt out of marketing communications at any time by using the unsubscribe link in an email or by contacting hello@idactive.shop.
Transactional emails relating to an order or account may still be sent where necessary.

Cookies and tracking

The website may use cookies and similar technologies to operate properly, remember preferences, measure performance and improve the user experience.
Where non‑essential cookies are used, the website should provide an appropriate consent mechanism in line with UK GDPR and PECR requirements.
You can usually manage cookies through your browser settings, although disabling certain cookies may affect how the website functions.

Your rights

Depending on the circumstances, you may have the right to:

  • Request access to your personal data

  • Ask for incorrect data to be corrected

  • Request deletion of your data

  • Object to or restrict certain types of processing

  • Request transfer of certain personal data

  • Withdraw consent where processing relies on consent

Requests should be sent to hello@idactive.shop.
The store will respond in line with applicable legal timeframes.

Security

Reasonable technical and organisational measures should be used to protect personal data against unauthorised access, loss, misuse or disclosure.
However, no internet transmission or storage system can be guaranteed to be completely secure.

Complaints

If you have concerns about how personal data is handled, contact hello@idactive.shop first so the issue can be reviewed.
You may also have the right to complain to the Information Commissioner’s Office in the UK if you believe your data protection rights have been breached.

Changes to this policy

This Privacy Policy may be updated from time to time to reflect legal, technical or business changes.
The latest version will always be posted on the website.