Installation Terms and Conditions

Postcode Restrictions

Next Day and Premium Installation services are unavailable in the following postcode areas:

AB, BB7, BD23-BD24, BT, CA, CF, CT, DD, DG, DH, DN12, DN14-DN15, DN18-DN19, DN26, DN36-DN39, DN41, DL, DT, EH, EX, FK, FY, G, GY, HG, HS, HU, IM, IV, JE, KA, KW, KY, LA, LD, LL, ML, NE, PA, PH, PL, PO, PR, SA, SR, SY16-SY20, SY23, SY25, TA, TD, TQ, TR, TS, YO, ZE and the Republic of Ireland.

Please note that Standard Installation services in these postcode areas (where available) may take longer than the quoted lead time.

Cardio Equipment Next Day Installations

For the following postcode areas, Next Day Installation of cardio equipment can only be carried out on specific days of the week:

CT, DG, HU, IP, LD, LL, NR, TD, TN, TR, YO, SY23-SY25, and all SA postcode districts.

If you select a Next Day Installation online and we are unable to accommodate your chosen date, we will contact you to arrange an alternative installation date.

In rare circumstances, if a selected Next Day Installation date reaches capacity, we reserve the right to contact you to rearrange the installation.

General Installation Terms

Additional charges may apply for:

• Installations located more than 100 miles from our Distribution Centre (NN3 8RJ).
• Installations above ground floor level.
• Installations requiring access through garages, basements, or unusual access routes.

For further information, please contact: [email protected]

Offshore Locations

Unfortunately, we cannot provide installation services to offshore postcode areas.

Work We Are Unable to Undertake

For insurance and health & safety reasons, our installation teams cannot:

• Drill into customer property, walls, ceilings, or floors.
• Install boxing bag brackets or similar fixtures.
• Install certain hardware accessories supplied with equipment (for example, JHT Passport Media Players).
• Cut, trim, shape, or modify rubber flooring or matting.

Equipment Anchoring

For some equipment manufacturers recommend that products are secured to the floor to prevent tipping, rocking, or movement.

Fitness Superstore and its installation partners do not provide anchoring services. Customers are responsible for arranging any required anchoring in accordance with the manufacturer's instructions.

Equipment Modifications

Certain equipment is not designed for use with straps, belts, chains, ropes, or other attachments that may affect stability, safety, or product performance.

Use of such accessories may invalidate your warranty. Please refer to the manufacturer's operating manual before use.

Respectful Working Environment

As an employer, Fitness Superstore has a duty of care to provide a safe, healthy, and respectful working environment for its employees.

While our teams are delivering, installing, or servicing equipment:

• Smoking / Vaping is not permitted in the same room where our employees are working.
• Customers must not engage in abusive, threatening, aggressive, discriminatory, or harassing behaviour.

If these standards are not observed, our team may suspend work and seek guidance from Head Office. This may result in the installation being abandoned and a revisit charge being applied.

Working Days

All lead times are quoted in working days, defined as:

Monday to Friday, excluding Bank Holidays and Christmas Eve.

Failed Installations and Re-attendance Charges

A re-attendance charge may apply where installation cannot be completed because:

• Equipment has not been delivered.
• Equipment is not located in the room where installation is required.
• Property access restrictions prevent installation.
• Suitable parking has not been provided.
• The customer is not present when our team arrives, or can not be present when the team are expected to have completed the job.

Any applicable charge must be paid before a revisit can be arranged and may be deducted from any refund due.

Waiting Time

If our team is unable to begin work promptly upon arrival, waiting time charges may apply. Delays may also result in the installation being postponed and a revisit charge being incurred.

Site-Specific Requirements

If your site requires special arrangements such as:

• Security clearances
• DBS checks
• Health and safety inductions
• Hard hats, PPE, or hearing protection

You must notify us when placing your order.

Failure to disclose such requirements may result in delays, cancelled appointments, or additional charges.

Installation Position

Customers must clearly identify the intended location of the equipment before installation begins.

Once assembled, some equipment may be extremely heavy and difficult to relocate. Requests to move equipment after installation may incur additional charges or require a separate visit.

Customer Preparation

To help ensure a safe and efficient installation, please complete the following before our team's arrival:

1. Notify us of any roadworks, access restrictions, or building works near your property.
2. Provide suitable parking for a long-wheelbase transit van (approximately 6 metres long and 3 metres high).
3. Ensure the route from the parking location to the installation room is clear and safe.
4. Remove fragile items such as ornaments, mirrors, pictures, and decorations from access routes.
5. Review all correspondence from us and notify us immediately of any changes to contact, access, or installation details.
6. Protect any flooring, walls, or surfaces that could be marked during delivery or installation. Please be aware that equipment packaging may be dusty or dirty.
7. Ensure all pets are kept away from the installation area.

Please note:

• Our installation teams are required to wear high-visibility clothing and safety footwear at all times.
• Safety footwear cannot be removed.
• Shoe covers are available where required.

Customer Attendance Requirements

For all delivery, installation and service visits, the customer (or an authorised representative aged 18 or over) must be present both at the start and at the completion of the appointment.

At the start of the visit, the customer is required to:

• Confirm access arrangements and any relevant site information.
• Identify the room, location or area where equipment is to be delivered, assembled, installed or serviced.
• Advise the team of any concerns, issues or special requirements relating to the equipment or property.
• Confirm that all preparations outlined within these Terms and Conditions have been completed.

At the completion of the visit, the customer is required to:

• Inspect the completed work.
• Allow the team to demonstrate that the equipment is operational where applicable.
• Raise any concerns or questions regarding the work completed.
• Complete any required documentation and sign the technician's or installer's completion report, tablet or proof of service record.

If the customer or authorised representative is not present when our team arrives, the visit cannot commence and the work will not be undertaken.

Furthermore, if the customer cannot be present at the completion of the visit to inspect the work and provide sign-off, our team reserve the right not to begin the job. Where it becomes apparent that no authorised person will be available at the end of the appointment, Fitness Superstore or its appointed contractors may cancel or postpone the work.

Any aborted, delayed or rearranged visit resulting from the customer not being present at the start or end of the appointment may be subject to waiting time charges, re-attendance charges, additional delivery or installation charges, or cancellation fees. Any such charges must be paid before a re-visit is arranged and may be deducted from any refund where applicable.

For the avoidance of doubt, under no circumstances will our teams leave completed work, installed equipment or service visits unsigned where customer sign-off is required as part of our quality assurance, warranty, insurance and health and safety procedures.

Premium Installation Service

Premium Installation includes delivery and installation on the same day.

Current lead times are available on our Installation Options page. Dependent on the time of year and business volumes these can vary between 7 and 18 working days

For pre-order products, installation lead times commence only once the product has arrived in stock.

Installation Access Form

We cannot schedule an installation until a completed Installation Access Form has been received.

The form is part of our planning and risk assessment process and can be completed at:

https://www.fitness-superstore.co.uk/installationform

Failure to provide:

• Complete information
• Photographs
• Videos (where requested)

may significantly delay your installation.

Lead times commence only upon receipt of a completed and approved form.

Confirmation Process

After reviewing your Installation Access Form, we will send confirmation emails detailing:

• The equipment to be installed.
• Access arrangements.
• Room specifications.
• Any customer preparations required.

Please review all information carefully.

To protect your warranty and maintain insurance compliance, our installers cannot carry out any work not detailed in these communications.

If any information is inaccurate, please contact:

[email protected]

Third-Party Installers

In some areas, Fitness Superstore may appoint an approved third-party company to complete your delivery and installation.

Where applicable, we will notify you by email.

Premium Installation Process

Only available in limited post codes

1. Order received and placed on hold pending receipt of the Installation Access Form.
2. Reminder emails issued twice weekly until the form is completed.
3. Acknowledgement email sent upon receipt of completed form.
4. Review of form completed within three working days.
5. Requests for additional information issued where necessary.
6. Notification provided if a third-party installer is appointed.
7. Notification provided if any surcharge applies.
8. Customer preparation instructions issued.
9. Order released into scheduling.
10. Installation date confirmed within five working days of receiving a completed access form.
11. Alternative dates offered where required.
12. Reminder email and SMS sent two working days before installation.
13. Updated ETA and tracking information sent on the day of installation.
14. Customers should check junk or spam folders before contacting us regarding missing communications.
15. Where possible, installers will telephone approximately 30 minutes before arrival.
16. Installers may take photographs of:

• The property's front entrance.
• The installation room before and after installation.
• Access routes where necessary.
• The completed equipment and serial number.

17. Installers will demonstrate that the equipment powers on and functions correctly.

N.B. Installers are not qualified to provide training or instruction on equipment use.  Customers should consult the manufacturer's manual.

18. Completion paperwork will be provided electronically and require customer acknowledgement and signature.
19. Any defects or issues identified will be recorded and reported to Head Office for follow-up.

Standard Installation Service

Standard Installation is a two-stage service consisting of:

1. Delivery of equipment.
2. Installation within approximately 5-12 working days following delivery.

Some locations more than 100 miles from NN3 8RJ may have longer installation lead times.

Ground Floor Restriction

Standard Installation includes installation to a garage or ground-floor room of choice only.

If installation is required above ground floor level, in a basement, or down a garden building a Premium Installation may be required.

Upper Floor Installations

For products under 86kg, first-floor, second-floor, or basement installations may be available, subject to additional charges.

Please contact [email protected] before ordering.

Delivery Stage

Deliveries are normally available on working days only.

Weekend deliveries may be available in certain areas for an additional charge.

Delivery Process

1. Tracking details will be issued by email or SMS the evening before delivery.
2. Deliveries are made between 7:00am and 8:00pm.
3. Estimated delivery windows are not guaranteed and may change due to traffic or operational factors.
4. Customers must inspect all items at the time of delivery.
5. Shortages, damage, or missing items must be recorded on the Proof of Delivery (POD) documentation.
6. Customers should photograph any damage and email details to [email protected].
7. Deliveries signed as "unchecked" will be deemed accepted and cannot subsequently be used to support claims for loss or damage.
8. Delivery cancellations or date changes require a minimum of two working days' notice.
9. Failure to provide adequate notice may incur an £85 re-delivery charge, payable before re-delivery or deducted from any refund due.

Installation Stage

Where appropriate, Fitness Superstore will appoint installers best suited to your location and equipment.

If a third-party installer is used, their details will be provided. Customers should not contact third-party installers to arrange the installation date until all equipment has been delivered and is I the installation room.

Installation Process

1. Installations are normally arranged for within five – ten working days after delivery.
2. Customers must ensure all equipment is located in the installation room before the installer arrives.
3. Reminder communication is issued two working days before installation.
4. If available updated ETA and tracking information are issued on the day of installation.
5. Where possible, installers will telephone approximately 30 minutes before arrival.
6. Installers may take photographs for quality assurance, insurance, and compliance purposes.
7. Installers will demonstrate basic functionality of the equipment.
8. Customers should consult the operator's manual for usage instructions.
9. Completion documentation must be signed electronically.
10. Any issues identified during installation will be recorded and reported to Head Office.
11. Packaging and installation waste remain the customer's responsibility unless otherwise agreed in writing. Installers may assist with separating recyclable materials where practical.