Terms And Conditions

Terms And Conditions

Faulty Goods:

Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.


All products listed in the .com/UK ecommerce store are priced inclusive of VAT at 20%. All products listed in our commercial section are priced including VAT at 20%, but exclude carriage and installation.

Promotional item or free GIFT OFFER

Occasionally, we may give away a free gift or promotional item with a purchase. This will appear in your shopping basket once selected. Free gifts cannot be combined with any other promotion or discount code – please call if you have any questions. An additional carriage charge may apply to free of charge promotional items. If you do not want to take advantage of any free gift offers or promotional items, you will have the opportunity to opt out of them with no obligation. Only one free item is allowed per customer.


The following categories are excluded from our discount code promotions: Carriage and installation, Concept 2, Speedfit, Airbike and Versaclimber.

Only one discount code can be used per order. Codes are not valid on previous purchases or returns. There is no cash back or cash alternative. Valid only while stock lasts. Offers may be modified or terminated at any time without notice.


All of our UK stocked products are shipped directly from our UK warehouse, and we endeavour to dispatch your order within 24 hours of the order being placed between Monday to Friday. Any weekend orders will be shipped within 24 hours of the next business day. However – we cannot control any delays which may be subject to our external courier’s post-dispatch.


Please note that all products on the main primal Strength website are designed for use in either domestic or commercial environments, each product has the warranty clearly displayed on the product info page. Equipment purchased from our website and used in a non-domestic environment will render the warranty null and void unless the equipment description states it is suitable for commercial use. Items with a “light commercial” warranty are designed for non-fee paying gyms or environments and are only warrantied in such conditions.

If you are planning to purchase equipment for commercial or light commercial use, or have any questions regarding the warranty for such equipment, please email directors@primalstrength.com, our team will be able to recommend the best equipment for your needs.

When Buying Items from our Mail Order Returns/Ex-Display Section. Items purchased from our mail order returns/ex-display models section of our website may be partially or fully boxed/assembled and may have some sort of light cosmetic damage. All goods will have been fully tested and will be in full working order and covered by a 6 or 12 month warranty. All warranty details and any such minor defects will be made known on the product info page.


Primal Strength ‘RRP or Normal Price’ is based on equivalent products in the market and can be quantified on request.

‘SSP or Now Price’ is the buying price listed before any promotional codes, installation or carriage has been calculated.


All new equipment sold by Primal Strength is covered by a minimum one year parts and labour cover (excludes parts-only products) for domestic use only, (excluding consumable parts), unless the item states it is suitable for light commercial or commercial use. In many cases the warranty is greater than this. The warranty on equipment we sell varies and is clearly shown on the product info page. It can include a full on site repair facility or a ‘back to base’ warranty. In some cases, where there is a minor fault, the manufacturer will send a part by mail for the customer to fit (This warranty excludes consumable parts and damage caused by accident, or misuse). Equipment sold for domestic or commercial use, is warranted for use in a normal habitable building environment. Primal Strength reserve the right to cancel warranties if equipment is used in a non-standard environment, this may include external buildings such as non-heated or non- insulated Sheds and Garages, and areas close to a swimming pool, where the ambient temperature varies significantly from a standard environment. Warranty for light commercial or full commercial equipment varies, please contact our team to clarify warranty status on individual equipment.

If an item develops a fault, please contact us stating the equipment you have, order number and a brief description of the fault. Primal Strength will either arrange to send a part for the customer to fit, if this is practical and simply applied or affixed by a reasonable person, send an engineer to site, or in some instances, ask that the goods be returned to our warehouse for examination. Goods must be well packaged prior to collection. No goods will be accepted into our warehouse without prior authorisation from Primal Strength and must be returned with a Primal Strength RAN code. Primal Strength will then repair or replace the equipment with a new, or equivalent equal product and deliver the goods back to the customer at our expense.

Please note all equipment is warranted for mainland UK use. In certain circumstances, we may extend this to cover parts and or labour out with UK mainland, or we may offer a ‘back to base’ labour warranty. In cases of ‘back to base’ for goods out with 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 or please contact us to find the dealer responsible for the country the equipment has been purchased in.


Cables, belts, upholstery, ropes, ladders, spring loaded adjustment pins, pulley wheels, pulley wheel bearings and all springs.

All loose rubber weights and fixed rubber barbell and dumbbells ends are classed as consumable items for the terms of the warranty.


All customer information will be treated under the terms of the Data Protection Act. We will not pass on your details to other companies. We may identify and inform you of other products and services offered by Primal Strength which would be of interest to you. You must tell us if you do not wish us to do so.

We do not store credit card details nor do we share customer details with any 3rd parties.


Primal Strength take all of our customers seriously and we try to offer them the best possible service available, however if you feel you have something to complain about please contact us at directors@primalstrength.com


For customer service please use the Support page found at https://primalstrength.com/support.

All prices quoted are correct at time of going to press, due to circumstances beyond our control these may change, including the rate of Value Added Tax. The price levied will be confirmed at the time of ordering.

Incorrect/Faulty goods must be returned to us before replacements will be dispatched. Goods must be returned with Primal Strength RAN code.

We strive to keep the majority of the products listed on our website in stock at all times. Occasionally some items are out of stock. If you order an item that is out of stock, we will contact you within 48 hours (2 working days) and advise you when the item is due back in or of any comparable product that is available.

Refunds will be made in the original payment method and within 14 days of our receipt of goods. All refunds must be authorised by our directors.

NB. Any due dates shown on the website are an estimate of when delivery is expected in to our warehouse and is updated regularly the closer stock gets. Any back order products will be normally be despatched within 48 hours (2 working days) of the goods arriving in our warehouse.


Under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have the right to cancel most domestic products purchased from us using distance means and receive a full refund within 14 days of delivery. We must be notified of your intention to cancel in writing or email and the cost to return the goods will be the responsibility of the customer. Please note any items that are clearly personalised or made specifically to the consumer’s specifications are exempt from these regulations. We also reserve the right to make a deduction from refunding the full purchase price if we believe (on examination of the returned goods) that they exhibit use (including self-assembly and attempts at disassembly). The amount of deduction will be based on the extent of the diminishment in the goods value.

Under the terms of the aforementioned Regulations you have the right to cancel any service (purchased using distance means) we offer and seek a full refund within 14 days beginning the day after the contract is concluded.

However, by you agreeing that we commence carrying out this service before this cancellation period has expired, Primal Strength wish to inform you (the consumer) in writing that you will not be able to cancel this contract of service under the regulations once the performance of the installation service has been completed.

We will ask you to sign a form to this effect immediately prior to installation. Please note this does not negate your rights to have any incomplete or faulty workmanship corrected by us. Consequently, you will not be eligible for any refund in relation to any specific charges we have made for the installation of these goods.


If goods have been dispatched, we also offer customers the opportunity to return goods beyond 14 days but no later than 30 days of receipt of your goods. In cases such as this the following conditions will apply. The cost of postage, packaging and insurance to return the goods will be borne by the customer and goods must be received by us in perfect condition and in their original packaging. The cost of delivering the goods will be deducted from any refund. There may be a re-stocking charge. If goods are not received back in perfect condition and in their original packaging, Primal Strength reserve the right not to accept the goods at our warehouse and/or not to issue a refund or credit. Any costs to redeliver the goods will be payable in advance by the customer. If the goods have been removed from their original packaging or assembled, your option to cancel may be forfeited.

Our Standard 14 to 30 day online return options apply to goods purchased for domestic use only. These options do not apply to equipment purchased for use by a business, commercial equipment, or for any ‘special order’ items. Special order items, are goods that are not normally stocked by Primal Strength and have had to be ordered specifically for a customer. Custom designs are excluded. These options also do not apply to Mail Order Returns/Ex Display Models are classed as ‘one off’ ‘special order’ items, and as such are not covered by our standard 14 to 30 day online return option. Any free gifts or promotional items received with your order must be returned if an order is cancelled, if not returned these may be charged at the RRP value.

Please note: our couriers do not collect any unpackaged goods.

All order cancellations or returns must be notified to us by e-mail or by writing to our head office only. If you wish to cancel or return goods, please e-mail directors@primalstrength.com at the address below and we will issue a Return Authorisation Number. Goods must be returned to us within 7 days of receipt of the unique Primal Strength RAN being given.

No cancellation of order will be accepted after 30 days from delivery of goods.


Primal Strength endeavour to keep product information as up to date as possible. However, 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 – please call for further details on any particular product.

While every effort is made to provide accurate and up to date information, Primal Strength cannot be held responsible for any errors or omission on our website or brochures.

Although Primal Strength endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be mis-priced. If a pricing error is discovered or an order is placed at the erroneous 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. There is no time limit on pricing errors but we will aim to contact you within 48 hours (2 working days).

All orders made by you through the .com/UK website are subject to acceptance by us. We may choose not to accept your order for any reason and providing no payment has been taken nor any explicit acceptance of your order has been accepted, we will not be liable to you or to anyone else in those circumstances.

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.

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.

Please note the prices quoted are valid for 30 days and are subject to change thereafter.

On receipt of a deposit this will confirm the final pricing.

Primal Strength will endeavour to meet agreed delivery and installation dates however, this can be subject to change dependent on external factors, such as Covid-19 , over which we have no control.

Primal Strength will not be held liable for any delays that could affect opening times or loss of earnings.

Where possible we will aim to ensure that we meet agreed dates. We will work closely with you to minimise any impact or disruption to your business.

Stock availability as indicated on the site is an expected date and can be subject to change due to external factors.

Deposits are non refundable.

Any email or other electronic acknowledgement by us of receipt of an order placed by you does not constitute legal acceptance by us of your order.

While every care has been taken to ensure that this website is virus-free, Primal Strength accepts no liability for viruses or virus damage as result of using this website.

Nothing in these terms and conditions affect your statutory rights.

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