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Product Support

Welcome to the York Fitness Product Support Centre

This page is for UK product support only

If you have a general sales or order enquiry, please go to our contact page.

We take pride in all our products so if you have an issue please read the information below and contact us using the product support form (at the bottom of this page) if help still required.

If you require a downloadable copy of your product manual for fitness equipment and benches these can be found in our 'user manual' section below.
If you require a replacement part for you product please go to 'spare parts'. If a part is not listed, or you require assistance please complete the product support form below and a member of the team will be in contact ASAP.

We aim to reply within 5 working days, however during busy periods this can be up to 10 working days.

If you have any general questions, please have a look at our FAQ page linked below.

Our products carry a 12 month warranty from the date of purchase. Your proof of purchase will be required to validate this.

Please note

We no longer require you to register you fitness equipment with us.

Please keep your original receipt (proof of purchase) as this will be requested if any warranty issues occur.

We limit product enquiries to email to ensure we receive all the required information efficiently and can reply as quickly as possible.

If you have any issues with the online form below please contact yorkhelp@yorkfitness.co.uk giving as much information as possible.

Introduction This website is operated by York Barbell (UK) Ltd. Please read these Terms and Conditions carefully before using this website. York Barbell reserves the right to change the Terms and Conditions at any time. General Whilst every effort has been made to ensure that the information contained on this website is accurate and up to date, York Barbell (UK) Ltd cannot be held liable for any omissions, errors or price changes. All products are subject to availability. Please consult your doctor before using any exercise equipment or embarking upon any exercise routine. All products are delivered flat packed and will require assembly by you. Website Contact Information If you require any further information regarding your order, or have any further questions please email sales@yorkfitness.co.uk or call 01327 701800 (option 2, Monday to Friday 08.30 – 16.30) Price We may change the advertised price of a product at any time. The price you pay will be the price in force at the time of your order. The price on your order will be validated by us as part of our acceptance of your order. We try to ensure prices displayed on our website are correct at all times. However, should a pricing error arise we will inform you of the correct price before we take payment and you may choose to either proceed with or cancel the order. All prices include VAT at 20%. The information, services and products provided on and throughout this site are subject to change without notice. In the event of a genuine website error or inaccuracy we reserve the right to withdraw an offer immediately. We also reserve the right to cancel all confirmed orders that are subject to genuine website error or inaccuracy. All products offered are subject to availability. For certain goods, information concerning stock availability is not available on the Website. If you order goods which are not available from stock, we will contact you by e-mail and you will have the option to wait until the goods are available from stock, or cancel your order in accordance with our cancellation and returns policy. In the event your order is cancelled, we will refund any payment already collected from you in respect of that order, in accordance with our cancellation and returns policy. Payment Payment is taken when the order is placed. All orders will be reviewed and are subject to acceptance by us. After submitting an order to us we will send you an order acknowledgement email with your order number and details of the goods that you have ordered. Please note this email is an acknowledgement and is not an acceptance of your order. Security Ordering with us is very secure and if you have any concerns about security please contact us directly. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. For full information see our Secure Shopping section. Delivery Parcel deliveries will require a signature on arrival. Some smaller orders will be sent via Royal Mail and will not require a signature. Larger fitness equipment orders will be sent via a 2 man “white glove” service. The carrier will call ahead and book a convenient delivery date and then place in a ground level room of choice. Very large or heavy orders may be sent on a palletised delivery. We would contact you directly to confirm this method and to confirm any delivery restrictions. Please note that this is a kerb side only service and you will be required to move product from the truck. Delivery Charges Delivery to UK Mainland addresses (Excluding remote Scotland) are made free of charge for all orders over £99 on this site. We are not able to deliver to remote Scotland and non UK mainland locations at this time. Delivery Times Due to the diversity of products we retail we utilise a number of carriers dependent on size and / or weight. The vast majority of orders will arrive within 5 working days but some order could take up to 10. This is not a guarantee and as deliveries are carried out by third parties York Barbell will not be held liable for any deliveries that fall outside this timescale. If ordering multiple items please note your order maybe fulfilled via a number of different carriers with product arriving on different days. Receiving the Goods Other than smaller Royal Mail orders (under 2kg) you will be required to sign for deliveries. When receiving the order please check the carrier has delivered all items on their delivery note (ie: 2 out of 2 boxes). On Some occasions the outer packaging on heavier items can become damaged during transit. In most cases this will have no impact on the goods themselves and means that the packaging will have served its purpose in protecting your order. Please note this damage on the delivery note next to your signature just in case the order is damaged on the inside. In the extremely unlikely event that you receive a parcel which is obviously damaged beyond all levels of acceptability, please refuse the delivery and contact us via sales@yorkfitness.co.uk stating the reason for refusal within 48 hours. On larger palletised deliveries you must count the items and check for any damage and then sign and print your name to confirm you have received the whole order in good condition. It will state on your delivery note how many boxes you should receive. If the boxes you receive don't match the delivery note you must write down the number of boxes received on the delivery note next to your signature. Any damage to the equipment or packaging must be noted on the delivery note next to your signature. THE WORDS “UNEXAMINED” OR “UNCHECKED” WILL NOT BE ACCEPTED. Any shortages or damages must be reported to York Barbell (UK) Ltd within 48 hours of signing. York Barbell UK Ltd cannot be held responsible for shortages or damages if not stated on delivery note. This does not affect your statutory rights in the event of the goods being faulty. If you refuse the delivery for any other reason that the goods being damaged in transit or if you have already informed sales@yorkfitness.co.uk of your wish to cancel your order, you are liable for all outward and return freight charges. If any of the larger products will not fit through doors or stairwells, and delivery is refused or returned, you will be responsible for all outward and return freight costs. 14 Day Money Back Promise At York Fitness we understand that making purchases on line is not always easy. If something is not clear or you require further details please don’t hesitate to contact us regarding your planned purchase. To make life easier we offer a 14 day Money Back Promise to give you the peace of mind to change your mind for whatever reason and get a full refund. The product must be returned in new unused condition in the original packaging. In this instance you will be liable for the cost of returning the item to our warehouse. If you wish to cancel or return your order you must let us know in writing to sales@yorkfitness.co.uk no later than 14 days after you have received delivery. Our customer service team will then issue a Returns Authorisation Number, the goods must then be returned to our warehouse, at your expense, within 14 calendar days to receive a full refund in line with you Consumer Contracts Regulations. We aim to issue refunds within a few days, but your refund will be issues within 30 days of being notified of a cancellation request under our Money Back Promise providing the goods have been received back into our warehouse. Any goods returned without a returns number will be refused by our warehouse.. If you cancel an order after it has been shipped but not yet received, you are liable for accepting the order and returning at your expense. Any fitness equipment that has been removed from the box, installed or assembled is not covered by our 14 day Money Back Promise as cannot be returned in a “like new” condition. Please note that you are under a statutory duty of care to look after the unwanted goods in your possession, this includes whilst the goods are in transit back to our warehouse, and any products that are to be returned under our Money Back Promise must be kept in an ‘as new’ condition If when the goods received back into our warehouse are unsaleable or damaged our customer service team will be in contact to arrange the return of the product(s) to you at your own cost. Please review your chosen carrier to ensure you are insured appropriately for the return of the product. Spare parts purchased via our website or yorkhelp@yorkfitness.co.uk are subject to the same condition. If a product is either received faulty or develops a fault please in the first instance complete the form in our product support section. York Barbell (UK) Ltd will, as its option, repair the product, replace the product or issue a refund. You will not be charged for the cost of returning a defective product. Nothing in these terms and conditions affect your statutory rights. Warranties All home fitness products come with a 12 months warranty. For commercial product information please visit our commercial warranty page. The warranty covers manufacturing faults only and excludes normal wear and tear on parts. Your sales receipt, showing the date of purchase of the product, is your proof of the date of purchase. The warranty is VALID ONLY if the product is assembled and/or installed according to the instructions or directions included with the product and applies only to products used in a domestic environment. Products are warranted for indoor home, personal, family or household usage only. York 1" bars are warrantied for 12 months against manufacturing defect at the maximum weight limit documents. 1" Barbells are not covered for: Bending, normal wear and tear, rusting, bars stored with weights loaded on rack, bars used outside or negligent usage or dropping of the bar. During the warranty period York Barbell (U.K.) Ltd. will review the fault and replace unit / part(s) or repair the product (at York Barbell's option) if it becomes defective, malfunctions or otherwise fails to conform with this warranty under normal, non-commercial, personal, family or household use. In repairing the product, York Barbell may replace defective parts or at the option of York Barbell, use serviceable used parts that are equivalent to new parts in performance. All exchanged parts and products replaced under this warranty will become the property of York Barbell. York Barbell (U.K.) Ltd. reserves the right to change manufacturers of any part to cover any existing warranty. Please note that consumable parts (as detailed below) may need replacing within the lifetime of the product outside of the 12 month warranty period. Treadmills Exercise Cycles Rowing Machines Cross Trainers Benches / Multigyms Running Mats Pedals / Pedal Straps Pulling Straps Drive Belt Upholstery Running Decks Drive Belt Cylinder Straps Washers Cables Drive Belt Roller / Transport Seat Carriage Roller Wheels Roller / Transport Wheels Pulley Wheels Deck Cushions Plastic Cowling Roller / Transport Wheels Plastic Cowling Pop Locking / Pull Pins Roller / Transport Wheels Foam Grips Plastic Cowling Foam Grips Roller / Transport Wheels Plastic Cowling Decal Transfers Foam Grips Decal Transfers Foam Grips Deck Cushions Seat Upholstery Decal Transfers Pedals Decal Transfers Decal Transfers Brake Pads Seat Upholstery Seat Upholstery Chain Bearings Bearings Elastic Cord Bearings Plastic Cowling Washers Spring Box The warranty does not extend to: Any product that has been damaged or rendered defective: As a result of accident, misuse, abuse, lack of reasonable care or ‘Acts of God‘ By the use of parts not manufactured by York Barbell or sold by York Barbell. By modification of the product. As a result of service by anyone else other than York Barbell or an authorised York Barbell warranty service provider. By insufficient or incorrect maintenance. As a result of storage in an unsuitable environment, i.e. somewhere that is not climate controlled, such as but not limited to garages, porches bathrooms or outdoors. As result of use in a manner or environment for which it was not designed. Transit damage; any smashed casing etc. caused by the machine being dropped or mishandled in transit is the responsibility of the retailer from whom you have purchased the item from. Normal wear and tear on parts. This includes, but is not limited to: Rubber grips. Plastic end caps. Scratched parts. Broken covers. Cosmetic damage. Repair for any noises such as: squeaks, clunks, thumps resulting from poor or lack of preventative maintenance i.e. insufficient tightening of bolts, failure to keep all parts free from obstruction and debris. Any damage, failure or loss to any person or property caused by accident, misuse, neglect, abuse, improper assembly, improper maintenance or failure to follow instructions or warnings in the owner’s manual. Any product not based in UK Mainland for use. Parts requested under warranty will be made available for collection from our UK Warehouse at the expense of the customer, or we may offer a ‘back to base’ labour warranty. In cases of ‘back to base’ for products purchased outside of UK Mainland warranty, the customer may have to cover the cost of shipping to and from ‘base’, for further information please contact us prior to purchase. Any labour charges within the warranty period that have not been pre authorised by York Barbell and performed by anyone other than a York Barbell approved service engineer. Engineer call outs are at the discretion of York Barbell and on selected models may not be an option. Any product that has been used as a store display model. Spare Parts When purchasing spare parts via this website or via the online product form please note: When contacting our customer service team with regards to purchasing spare parts please ensure you provide the part number as per the manual. If you do not have a manual, a replacement can be found in our manuals catalogue. Please note some of our models, for example the Aspire, have several different versions distinguished by product code, if you are unsure of which is the correct version please also provide your serial number and our team will be able to double check this for you. Serial numbers are located on a label on the main frame of your machine. We aim to keep essential spare parts for our machines up to 3 years after they have been discontinued however this is not always possible for reasons out of our control, we will do our best to source alternatives for you, unfortunately again this is not always possible. In these circumstances where the lack of parts availability renders your machine unusable please do contact your customer service team as we may be able to offer a discount on a replacement machine. We are only able to supply spares to UK Mainland. If you require a spare part and do not live in UK Mainland please contact our customer service team via yorkhelp@yorkfitness.co.uk who will either direct you to the local distributor or if not an option make arrangements for you to have a courier collect the parts from our UK warehouse. Internal spare parts such as the motor, PCB etc. are toughly tested at both our factories and warehouse, for this reason it is likely that they will have signs of scratches and screw marks on them and not look as aesthetically pleasing as that you would expect from an external cosmetic part of the machine. It is very rare that a spare part purchased would be faulty despite looking a little ‘rough around the edges’. All of our non-consumable parts come with a 90 day warranty. Please note however if you report an issue with any purchased parts within this warranty period our customer service team may require you to return the part to our warehouse for testing as with our cardio equipment it is possible that one component causes another not to function correctly meaning the part you have ordered could still be fully functioning and the fault with your machine may be being cause by something else. If the part is found to be functioning it can be returned to you, however this would be at your expense. If the part is found to be faulty, a free of charge replacement will be sent. Please note York Barbell cannot be held liable for any expenses relating to fitting the parts even if they are found to be faulty. All of our spare parts come with a 28 day return policy. Whether the part ordered does not resolve your issue or you order multiple parts at the same time and want to return any unused parts for a refund you must contact us via yorkhelp@yorkfitness.co.uk within 28 days of purchase stating you would like to return for a refund. Our customer service team will then be able to issue a Returns Authorisation Number for you to label the packaging with. Once the part is received back into our warehouse a full refund minus the postage will be issued. We aim to issue refunds within a few days, but your refund will be issues within 30 days of being notified of a cancellation request under our Money Back Guarantee providing the goods have been received back into our warehouse. Please note that you are under a statutory duty of care to look after the unwanted goods in your possession, this includes whilst the goods are in transit back to our warehouse, and any parts that are to be returned must be kept in an ‘as new’ condition. In the event that our cardio equipment develops a fault outside of warranty our customer service team will do their best to advise you of all the possible causes and solutions. On most occasions they will suggest more than one part as a possible cause of the issue; this is because without an engineer physically assessing your machine it is very difficult to conclusively determine the part that is causing the issue. In the event that our customer service team do recommend a spare part they are doing so based on the information provided and are advising on the most likely parts only, due to the nature of these internal components we are unable to guarantee any parts suggested will fix your machine. In cases where a part suggested does not resolve the issue York Barbell cannot be held liable for any expenses incurred relating to fitting the parts or postage. Some spare parts are considered to be consumable; this means that we would expect you to have to replace them over the lifetime of your machine. Unfortunately it is difficult to say how long these consumable parts should last as this will depend on a number of different factors such as frequency of use, environment, technique, other components etc. For this reason consumable parts do not have a warranty however, if you feel that the part requires replacing unreasonably early please contact our customer service team with full details of the circumstances and they may be able to assist you further. Consumable parts include, but are not limited to: Pulling and cylinder straps – Rowing Machine Foot pedals – Cycles, Cross Trainers and Rowing Machines Running Decks – Treadmills Running belts – Treadmills Drive belts – Cycles and Cross Trainers Brake pads – Spin Bikes Seat upholstery – Cycles, Rowing Machines and Benches Cables – Multi Gyms and Bench Attachments Seat rollers – Rowing Machines Foam handlebar grips – Cycles, Cross Trainers and Rowing Machines Transportation wheels – Cycles, Cross Trainers, Treadmills and Rowing Machines. If you wish to make a claim for a spare part against your warranty please contact our customer service team by completing the form on the product support page This website does not offer the facility to order spare parts free of charge against your warranty. Spare parts ordered will not be refunded if you later decide they should have been made against a warranty claim. WEEE Regulations What is WEE? The Waste Electrical or Electronic Equipment (WEEE) Directive aims to minimise the disposal of electrical items into landfill sites and addresses the environmental impacts of electrical and electronic equipment when it reaches the end of its life. You can now recycle your old electrical fitness products with us If you’re buying a new electrical fitness product, we will recycle you old one for free* *Recycling of your like for like product is free, however there is a cost to return the product to us if shipping is required”. Why recycle? Unwanted electrical equipment is the UKs fastest growing type of waste. Unwanted electrical items can be repaired or recycled, saving on natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. Electrical and Electronic Equipment that was made after 13th August 2005 should display the crossed-out wheelie bin symbol on the packaging or product. WEEE Wheelie Bin Symbol The purpose of the symbol is to encourage householders to dispose of their WEEE separately from household waste. Reuse If your old machine is still working, do you know somebody who would like to use it? There are many organisations such as schools, clubs, residential homes etc. who might be very happy to use your old equipment and give it a new home. Recycle If your old equipment is no longer useful to you or anyone you know, please recycle it whenever possible. If you are unable to give your item a new home, there are lots of local organisations available that will reuse, recycle or repair electrical and electronic equipment for charitable schemes. We can help you recycle - York Fitness WEEE Recycling Policy In the unlikely event that you are unable to find a new home for your electrical items, Yorkfitness.com will gladly manage its disposal in line with the WEEE regulations for you. We offer this free recycling service to our customer on a like for like basis meaning that if for example you purchase a treadmill from us, we will ensure that your old treadmill is disposed of correctly and in line with the WEEE regulations. If you require this service we ask that you contact our Help Desk (yorkhelp@yorkfitness.co.uk) detailing your order number for the new item and request collection of your old “like for like” product. Please confirm on the email your full address and contact number and that the old product is dismantled and securely boxed ready for collection. Our help desk will then issue a quote for the collection of the “like for like” item. Once payment for the collection is received we will issue you with a ‘WEEE Returns Number’ (which must be displayed clearly on the packaging) and give you details of the collection. If you are able to return the old “like for like” product in person to our warehouse you will still require a ‘WEEE Returns Number’. Please detail this on your email to our help desk and we can organise. Please note our warehouse will not accept any deliveries without an authorised returns number. Once we receive your old product we will ensure that it is handled in the correct environmentally aware way in line with current WEEE regulations. For more information on WEEE recycling, and locate your local recycling centre go to www.recyclenow.com Complaints If you wish to submit a complaint about any of our services you can email yorkhelp@yorkfitness.co.uk or write to: York Barbell (UK) Ltd York Way High March Industrial Estate Daventry Northamptonshire NN11 4YB We aim to acknowledge any complaints within 5 working days. Website Any typographical, clerical or other error or omission in any sales literature, quotation, price list, acceptance of offer, invoice or other document or information issued by York Barbell (UK) Ltd shall be subject to correction without any liability on the part of York Barbell (UK) Ltd. Specifications are liable to change without notice. Product photographs are intended to illustrate the particular model but may, occasionally, not reflect the product as sold. Unless specifically stated, weights, bars and other accessories shown on photographs are not included. All measurements shown on our website are approximate. While every care has been taken to ensure that this website is virus-free, York Barbell UK Limited accepts no liability for viruses or virus damage as result of using this website. York Barbell UK Limited endeavour to ensure that all pricing information on the website is accurate. However on occasion an error may occur and goods may be mispriced. If a pricing error is found or an order is placed at the incorrect price we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price. Copyright Copyright material appears on the website which is our property or the property of our content and technology providers or their respective owners. We do not give permission for you to re-publish, alter, transmit or otherwise copy any material on the Site but you may download information from the website for your own personal use. Except as otherwise expressly permitted under Copyright Law, no copying, re-distribution, re-transmission, publication or commercial exploitation of downloaded material will be permitted without our express permission and that of the Copyright owner.

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Product Support

Welcome to the York Fitness Product Support Centre

This page is for UK product support only

If you have a general sales or order enquiry, please go to our contact page.

Please note

We no longer require you to register you fitness equipment with us.

Please keep your original receipt (proof of purchase) as this will be requested if any warranty issues occur.

We limit product enquiries to email to ensure we receive all the required information efficiently and can reply as quickly as possible.

If you have any issues with the online form below please contact yorkhelp@yorkfitness.co.uk giving as much information as possible.

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Product Support

Welcome to the York Fitness Product Support Centre

This page is for UK product support only

If you have a general sales or order enquiry, please go to our contact page.

Please note

We no longer require you to register you fitness equipment with us.

Please keep your original receipt (proof of purchase) as this will be requested if any warranty issues occur.

We limit product enquiries to email to ensure we receive all the required information efficiently and can reply as quickly as possible.

If you have any issues with the online form below please contact yorkhelp@yorkfitness.co.uk giving as much information as possible.

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