Installation Terms and Conditions

Installation Services

 

Installations General:

 

Should your address be out side of the normal 100 mile radius, or a non-ground floor/ garage installation for our Gold service we will contact you at the time of processing your install access form to alert you to possible surcharges. Should you decide not to proceed with the installation we will give you the option of changing to "delivery only" or a full refund. If you require further information, please contact us by email at installation@fitness-superstore.co.uk. NB: We regret we are unable to accommodate installations to offshore postcodes at this time.

Typically installation & delivery will be completed within 10 working days, however certain postcode areas may extend the lead time to 14 working days. (Monday to Friday only & excluding bank holidays and Christmas Eve). NB: For pre-order products ordered with installation the lead time will start from once the item arrives into stock (see product page for latst date of arrival). 

Please note that we cannot make arrangements for an installation until we have a completed install access form, as this not only provides us with the information to plan your installation it also provides part of the risk assessment that enables us to keep our team and you safe. Not providing this form with the requested information may significantly delay your installation as the lead time will not begin until we receive the completed form. The form can be found at https://www.fitness-superstore.co.uk/installationform

Upon our receipt of this form and prior to our team’s arrival you will receive a number of emails that set out the work our team will be doing, the access information and the room in which you want the installation to take place. Please check this information thoroughly and be aware that in order to preserve your warranty and to ensure that our work is adequately insured the team are not permitted to undertake any task not listed in these emails.

Our aim is to process your form within three working days of receiving it. Once we have processed the form, we will email you informing you that the form has been received and setting out the work we will be doing. If you have not received this email within 3 working days please firstly check your Junk box as some systems divert our emails to the junk folder. If after checking this you still have not received an email from us please contact our installation team at installation@fitness-superstore.co.uk

We aim to email / text you within five working days of processing your form with information about the arrangements for delivery and installation of your purchased fitness/strength training equipment. If we deem that the fastest way to get your equipment to you is vie a pre delivery and later installation, or to have a third party deliver and install the item/s we will email you with information about this, however some of the general details for this are set out below.

For insurance reasons we are unable to install any product that requires us to drill into a customer’s property including buildings and their walls, (for example boxing bag brackets). We are also unable to install certain hardware products that may be ordered or come supplied with certain products, (for example JHT Passport Media Players). We are also unable to trim or shape rubber matting.

Some gyms and strength equipment have recommendations that they be secured to the floor in order to prevent tipping, rocking or shifting of the equipment. Fitness Superstore and its 3rd parties are NOT authorised or in a position to do this for you. We strongly recommend that you read the instruction manual for your equipment most carefully and should these instructions make such a recommendation for this, you make your own arrangements to ensure that this is done.

Please note that some equipment is not designed for the use of straps, belts, chains, ropes and other devices which could compromise stability and may invalidate your warranty.

Please also note that Fitness Superstore sell floor protector mats. These are particularly useful if you have a solid wood, Parquet, laminate or tiled floor. Not only do they protect against damage to the floor & sweat, they help to stop machines from moving on certain floors. However, our team do not lay this flooring or cut mats to size, so you may need to arrange for these to be delivered prior to your installation.

As an employer we have a duty of care to our employees.  Whilst our team are on site installing/servicing or delivering your equipment we must ask that you do not smoke in the same room our employees are working.  We politely ask our customers to protect our employees from exposure to second-hand smoke.  Should you continue to do so, our team will ask you to leave the room, should you refuse to do this, the team may have to leave site after seeking advice from the Installation Supervisor or Head Office, you will be charged for a revisit.

 

We are committed to providing a work environment in which all of our employees are treated with respect and dignity and that is free of any form of bullying or harassment  on any grounds.

Please be aware that should an incident of bullying or harassment of our staff, or abusive, violent or aggressive behaviour towards them occur; they will contact their Installation Supervisor and/or Head Office and may be advised to leave site immediately, you will be charged for a revisit.

 

Express Delivery and installation

 

In order to select or purchase our express delivery and installation service you must live in main land England Scotland or Wales and not within Post codes IV or KW, as the express service is not available in these post codes or on non-mainland islands.

For mainland KW & IV Delivery and Installation there is an option available, but there is a surcharge for this. Please email installation@fitness-superstore.co.uk if you are interested in this.

 

Selection of our express delivery and installation service also means that the item is to be delivered and installed in a garage or a ground floor room of choice.

 

For some items weighing under 86kg there may be an option for a basement, 1st or 2nd floor delivery and installation but again there may be a surcharge for this , please contact us by email at installation@fitness-superstore.co.uk if you would like more information

 

The delivery element of this service is only available on working days (Monday - Friday excluding public holidays and Christmas Eve). For some areas of the country it may be possible to organise a Saturday of Sunday delivery but there is also a surcharge for this, please contact us by email address at installation@fitness-superstore.co.uk if you would like more information.

 

This service is a two-stage process with the delivery occurring on the date selected and the installation service contacting, by or on the delivery date to offer an installation date that is within 5 working days following the delivery.

 

Re the Delivery Stage:

 

An email or text will be sent the night before the delivery providing all of the tracking details.

 

All deliveries are made between 7am & 8pm and the carriers will text/email the day before to advise of a time slot. They will also provide an approximate 1-hour pre-call on the day of the delivery.  Our carriers will endeavour to deliver within the hours above, however times are not guaranteed due to unforeseen circumstances.

 

The delivery will be made to the ground floor (unless we have already been notified and a surcharge paid for delivery to a basement, 1st or 2nd floor site) installation room of choice.

 

Customers must ensure that they check the items at the time of the delivery. Fitness Superstore are not liable for any short orders if it is not noted on the POD/delivery paperwork or tablet.

 

The carriers will request a signature from the customer, and customers must make sure they check all boxes for any kind of damages/imperfections before they sign the proof of delivery. If there are any issues about this at the point of delivery then our delivery team must be called on 01604 673000 immediately and before signing for the packages. If a customer notes any marks or damage on the packaging, they must ensure they make a note of it on the pad that the delivery person will ask to be signed. 

 

Signing the POD/delivery paperwork or tablet as "unchecked" will not be accepted by Fitness Superstore if found to be loss or damage to any item(s) after the delivery.

 

Cancellation or changes to a delivery date must be notified to Fitness Superstore at least 2 working days before the chosen date. Failure to do so may incur a re-delivery charge of £80 which will need to be paid before the delivery takes place or deducted from any refund actioned.

 

Customers MUST take note of the B number on the paperwork that comes with the delivery, as at the end of the installation the installer will need this number to be given to her/him and we are unable to pay her/him for their work unless they supply us with the B number

 

Re the Installation Stage:

 

Our install team will offer an installation date that is within 5 working days of the delivery.

Before the arrival of the installer customers must ensure that the goods are in the room, they wish it/them to be installed in and prior to the installation team arriving they must have confirmed all items on the order are present and correct.

 

All rubbish must be disposed of by the customer, our installation team will separate the rubbish for them to recycle.

 

As soon as the ordered item/s have arrived please customers must call our installers on 01189 484 400 or 0800 454 828 to let them know that your goods are there. (For some post codes this number may be different and we will email within the next 2 working days if this is the case)

 

On the day of the installation customers will be asked to sign to say that the work has been carried out to their satisfaction, if it has been then they must provide the Installation engineer with the ‘B’ reference number that appears on the despatch confirmation email. If unsure where to find this number then please email us at delivery@fitness-superstore.co.uk to request this prior to the installation date.

 

If on the day of installation the engineers are unable to complete the job due to items not being pre-delivered, items not being in the room of the installation, access restrictions to the property or the customer not there when they arrive, then a £80 re-attendance charge will apply and will need to be paid before the re-visit takes place or deducted from any refund actioned.


3rd Party Installations

 

Once the installation team process the install access form, they will assess the quickest method for completing an order. One of the options available to achieve this is delivery and installation by one of our third-party partners.

Our Installation partner will be in contact with the customer within 7 working days of us receiving the install access form to book in an installation, and will deliver and install it within 14 working days from of the form being processed. 

If an item is over 85kg's in weight then installations are to a ground floor room of choice only.

Installations are carried out Monday to Friday between the hours of 8am and 5pm - excluding bank holidays and customers will be given an estimated 3-hour arrival window.

On the day of the booking customers will receive a call from the Installation team 30 minutes prior to their arrival time.

Changes to delivery/installation dates must be at least 2 working days before the date of the appointment, by calling 01604 673000. Failure to do so may mean a re-delivery charge of £80 which will need to be paid before the delivery takes place or deducted from any refund actioned.

Cancellation of an order once it has left our warehouse will incur an £80 charge deducted from any refund.

If on the day of installation, the engineers are unable to complete the job due to access restrictions then an £80 re-visit charge will apply and will need to be paid before the re-visit takes place or deducted from any refund actioned.

By signing the installers paperwork or PAD on the day customers are confirming that the installation was carried out to their satisfaction, Fitness Superstore will not accept any responsibility for damage to property or goods or discrepancies if there is a signed Proof of Delivery, containing no mention of any issues

 

 

Pre-Delivery and local installer

 

Once the installation team process the install access form, they will assess the quickest method for completing an order. One of the options available to achieve this is to arrange a pre delivery and installation by one of our network of local installer partners.

The Pre-Delivery Stage:

We will notify the customer by email of the pre delivery date.

All deliveries are made between 7am & 8pm and the carriers will text/email the day before to advise of a time slot. They will also provide an approximate 1-hour pre-call on the day of the delivery.  Our carriers will endeavour to deliver within the hours above, however times are not guaranteed due to unforeseen circumstances.

 

The delivery will be made to the ground floor (unless we have already been notified and a surcharge paid for delivery to a basement, 1st or 2nd floor site) installation room of choice.

 

Customers must ensure that they check the items at the time of the delivery. Fitness Superstore are not liable for any short orders if it is not noted on the POD/delivery paperwork or tablet.

 

The carriers will request a signature from the customer, and customers must make sure they check all boxes for any kind of damages/imperfections before they sign the proof of delivery. If there are any issues about this at the point of delivery then our delivery team must be called on 01604 673000 immediately and before signing for the packages. If a customer notes any marks or damage on the packaging, they must ensure they make a note of it on the pad that the delivery person will ask to be signed. 

 

Signing the POD/delivery paperwork or tablet as "unchecked" will not be accepted by Fitness Superstore if there is found to be loss or damage to any item(s) after the delivery.

 

Cancellation or changes to a delivery date must be notified to fitness Superstore at least 2 working days before the chosen date. Failure to do so may incur a re-delivery charge of £80 which will need to be paid before the delivery takes place or deducted from any refund actioned.

 

Customers MUST take note of the B number on the paperwork that comes with the delivery, as at the end of the installation the installer will need this number to be given to her/him and we are unable to pay her/him for their work unless they supply us with the B number

The Install Stage:

The installer should contact the customer at some point up to and including the day of delivery to arrange to come and install the item within 5 working days of the delivery

Before the arrival of the installer the customer must ensure that the goods are in the room, they wish it/them to be installed in prior to the installation team arriving and must have confirmed all items on the order are present and correct.

All rubbish must be disposed of by the customer; however, our installer will separate the rubbish for recycling.

On the day of the installation customers will be asked to sign to say that the work has been carried out to their satisfaction, if it has been then they must provide the Installation engineer with the ‘B’ reference number that appears on the despatch confirmation email. If unsure where to find this number then please email us at delivery@fitness-superstore.co.uk to request this prior to the installation date.

 

If on the day of installation the engineers are unable to complete the job due to items not being pre-delivered, items not being in the room of the installation, access restrictions to the property or the customer not there when they arrive, then a £80 re-attendance charge will apply and will need to be paid before the re-visit takes place or deducted from any refund actioned.

 

 

Fitness Superstore Team Installation

 

Withing 5 working days of the day we process the install access form we aim to email the customer the planed installation date. Within this email we will set out what equipment is being installed, where it is being installed, the date we will be installing and the time window of between 06:30 and 14:30 hours

Two working days before our appointment we will send another email which will contain an approximate 2-hour arrival window

Please be aware that our system sends an automated notification of your appointment date by email / text both 5 and 2 working days prior to installation, but please keep an eye on your junk/spam folders as these emails can be diverted by your system and text are sent from BODYPOWER.

 

If we have been provided a valid mobile telephone number, we will send texts from Bodypower on the day of appointment which will contain a link to track your install/delivery team as they work their way towards the customer.

We will always endeavour to arrive on time, but cannot be held responsible for late arrival due to unforeseen circumstances, and traffic issues

Adequate parking/vehicle access must be provided by the customer. Any charges incurred by the installer for parking will be chargeable. If the installation time is extended due to inadequate parking/access then the extra time will also be chargeable at £80 per hour.

 

It is the customers responsibility to provide parking (paid or otherwise) for our install team who will typically arrive in a long wheel base transit van (6.5 Metres long and 3.5 Metres high). Our team will not park anywhere that might inure a fine or a traffic violation.

 

If the installer is unable to commence work due to no suitable parking being available, the area not being cleared or access not being available at the agreed time, Bodypower Sports Plc reserves the right to charge £40 for every half hour the installation engineer is unable to start work.

 

The area for the equipment to be installed into must be clear and ready before the installation team's arrival. The route to the installation room must be cleared of items that will restrict movement or that may be breakable. If this has not been done when the team arrive, they will not start work until it has been and the customer may be charged up to £40 for every half hour of delay.

 

We must be informed at the time of placing the order where the product(s) are to be installed. All prices quoted are for ground floor installations in the main building of the property or a garage at the side of the main part of the building.

 

Installations above or below ground floor or outside the main building (i.e. in an outhouse, etc.), may be subject to surcharge, especially if not mentioned at the time of order.


In some circumstances, installations above or below ground floor or outside the main building i.e. an outhouse etc. may be subject to a surcharge.

You may be asked to assist the installer to get the product(s) to their location.

Fitness Superstore is within its rights to refuse any installation if the engineer deems the installation location to be hazardous or the request unreasonable. If the product does not fit into the area where the installation is requested & a representative of Fitness Superstore did not measure the area, then Fitness Superstore cannot be held responsible. The product may be left at your property and installed at a later date for an additional cost.

For health and safety and insurance purposes, our teams are required to take various pictures of the front of your property, and the installation/delivery room before and after the installation, as well of the route to and from the installation room. We cannot undertake install without taking these pictures.

Agreed installation time must be adhered to.

Installation costs have been calculated based on the information provided by you. Should any problems be encountered that we were not aware of during the installation of your equipment additional charges may apply.

Customers must be clear exactly where in the room you wish to have the equipment installed. Once built, some equipment may be very heavy and very timely to move, in which case an extra cost or further visit may be required.

 

WEEE (Waste Electrical and Electronic Equipment) Regulations

 

 

There is a legal obligation upon all of us to minimise the disposal of WEEE in landfill sites. The broad aim of the WEEE regulations is to address the environmental impacts of electrical and electronic equipment when it reaches the end of its life.

We all have a responsibility to contribute to the reuse, recycling and other forms of recovery of WEEE under these Regulations. Over 75% of waste electrical goods end up in landfill, where lead and other toxins contained in the electrical goods can cause soil and water contamination which can lead to negative effects on human health, wild life, water supply and the wider environment.

Electrical and Electronic Equipment that was made after 13 August 2005 should display the crossed-out wheelie bin symbol on the packaging or product. The purpose of the symbol is to encourage householders to dispose of their WEEE separately from household waste.

What can you do?

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 would be very happy to have the use of your old equipment. In addition, there are organisations that will reuse and repair electrical and electronic equipment and some even run "cash for recycling" schemes.

Recycle: If your old equipment is no longer useful, please recycle it.

Alternatively, as a distributor we are committed to reducing the amount of WEEE that goes in to land fill. We are doing our bit for the environment by offering free take-back on a like for like basis when you purchase a new machine from us with installation. This means, for example, that if you buy a new cross trainer from us, you can return your old cross trainer to us and we will arrange appropriate disposal of the old machine. Please note: it must be a similar product, e.g. an old exercise bike for a new one, an old step machine for a new one, etc. This must be arranged with us at the time of placing an order with us for the new product. If you would like to do this, please email us at installation@fitness-superstore.co.uk for details of where to deliver your old machine.

Please note: There is a £50 + VAT fee for collection of your old machine (outside a 70-mile radius of Northampton, price on application).

Benefits of recycling

Recycling unwanted electrical products is better for the environment. Lead and other toxins contained in electrical goods can cause soil and water contamination. This can have a very harmful effect on the natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted.

Many of the electrical items that we throw away can be repaired or recycled. Recycling products helps save natural resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.

Please note if you are taking advantage of our WEEE service that when we come to collect it the equipment must be outside of the house, in an easily accessible location, have been cleaned down by you before the team arrive and be ready to be lifted straight on to the van. Please be aware that if this is not the case and you have not paid the enhanced fee for de-installation (£150) the team will not be able to take aware your old equipment.

 

 

 

 

 

 

Ex -Display Equipment Delivery

 

All of our ex-display equipment is designated as collection only, which means you would need to make arrangements to collect the item from our warehouse in Northampton or from the store the equipment is located at. However, on rare occasions we may be able to arrange to deliver some items to limited post codes for a surcharge.

 

A purchased ex-display delivery is only to the front door step of the property or a garage at the front of the property, and because larger items will need to be de-installed to fit in our vehicle you would need to re-install the item once it has been delivered.

 

If you live in a flat, we will only deliver it to the access door to the building. This may require you to disassemble the item(s) to get it into your property. This may also require you to re-assemble the item(s) unless you have paid for an installation service.

 

In-order to be able to arrange a non-doorstep or garage delivery or even an installation of an ex-display piece we do need you to complete our installation access form which can be found at https://www.fitness-superstore.co.uk/installationform (Please see Terms and Conditions above for how this form is used and the process we follow once we receive the form back)

 

Deliveries inside a property to a ground floor room or above or below ground floor can be undertaken but will be at an additional cost - see below:

 

Costs:

The below is only a rough guide and may change depending on the circumstances of the delivery/installation as well as post code location

 

Cardio Item:

Curbside or front door - £50 (up to 100 mile radius of Northampton)

Inside premises - Ground Floor location including garden sheds etc (subject to access)- £125 (up to 100 mile radius of Northampton). Upstairs/Downstairs £50 surcharge.

 

Multi Gym/Large Strength Product:

Ground Floor location in premises (subject to access) - £195 (Upstairs/Downstiars POA.

 

Please be aware that any additional payment will be required prior to booking in your delivery/installation date.

 

 

COVID SAFE

 

The below applies only to a delivery/service/installation being carried out directly by Fitness Superstore.

 

3rd party installers and couriers will have their own processes and procedures which they will inform customers of.

 

Prior to the planned delivery or installation visit should any member of a customer’s household who demonstrates or comes into contact with an individual that demonstrates they have symptoms of COVID-19 or tests positive for COVID-19, the customer must contact us immediately at

installation@fitness-superstore.co.uk and in the subject line enter your order number and COVID-19 ALERT.

 

Should any member of a household be designated as particularly susceptible or at heightened risk from COVID-19 then Fitness Superstore must be notified by email to installation@fitness-superstore.co.uk and in the subject line enter your order number and COVID-19 ALERT.

 

Prior to arrival our team will telephone customers to undertake a health questionnaire designed to ensure that they are not placed at risk because of a house hold that may have symptoms of COVID-19. Failure to comply with this questioning will mean that the team will not able to attend the appointment and the customer may be charge for a re-visit. Please be aware that if the answers to these questions show there is a risk to our team, unfortunately, we will have to postpone the appointment and we will need to reschedule when it is safe for them to attend

 

We require our customers to ensure that the parking space they provide for our team allows a safe route in and out of their property, which will avoid them coming into contact with other members of the community.

 

In order to reduce the risks to a customer’s household, our team, their families and other customers during our visit we ask that everyone within a customer’s property maintain a safe distance (at least 2 metres), whilst the delivery team or installer are present at the property.

 

We ask that customer and any other household members (including pets) remain in a different room to that which the installer is working.

 

Should a customer or a member of their household including any pets enter the room whilst the installer is working in there or come within 2 metres of them, they will be reminded once. If this happens on a second occasion, they will be warned that should a third breach occur the installer will have to abandon the job and the customer would need to pay for a return visit when there is no longer any risk from

 

If a customer then breaches these restrictions on a third occasion the installer will telephone the office to discuss the situation and seek permission to leave your property.

 

At all times our delivery and install teams will be making use of Personal Protective Equipment (PPE), this includes gloves (when and where they can, however lifting and tool usage is not often possible when warring gloves), face masks, overshoes where possible, disinfectant and hand gel.

 

Common sense is the key factor in keeping our team and others safe – no risks will be taken to jeopardise this. When leaving the site, the used PPE will be placed into a small bag. The installer will ask if they can dispose of this in the customers outside bin. If this is not possible, they will double bag the used PPE items and will dispose of these off-site.

 

Due to varying restrictions in different parts of the United Kingdom to combat the COVID-19 virus and the possibility that some areas of the country may have to re-impose some lockdown measures the installation service may have to contact customers to tell you that this service is not available in their area or postpone the appointment at the last minute. We will always do our best to work with our customers and within the measures imposed by local and national authorities but our first priority will always be to the health and safety of our customers and our staff teams.