Refund Policy
This page explains how NOMASTRIDE handles returns, refunds, cancellations, damaged goods and related customer support. We aim to keep our policy clear and straightforward so you know what to expect before placing an order.
Returns
If you change your mind after receiving your order, you may be able to request a return within 28 days of delivery, subject to the conditions below.
To be eligible for return, items should normally be unused, in a resaleable condition, and returned with original packaging, accessories, manuals and any included parts where reasonably possible.
Please note: returned items may be inspected once received before any refund is approved.
How to request a return
To request a return, please contact us at team@nomastride.co.uk and include your order number, the item you wish to return, and the reason for the return where relevant.
We will then advise on the next steps, including return instructions and any applicable collection or return-shipping arrangements.
Refunds
Once your returned item has been received and inspected, we will let you know whether your refund has been approved. Approved refunds are normally issued back to the original payment method.
Please note that it can take additional time for your bank or payment provider to process the refund after it has been issued.
Return shipping and collection
Unless an item is faulty, damaged, or sent in error, return shipping or collection costs may apply depending on the product and return reason. For larger fitness equipment or specialist deliveries, returns may require coordinated collection rather than standard parcel post.
Where charges apply, we will explain these before the return is confirmed.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible after delivery. Where possible, include your order number and clear photos showing the issue.
This helps us investigate quickly and work toward a suitable resolution, which may include replacement, repair, refund, or another appropriate outcome.
Order cancellations
If you need to cancel an order, please contact us as soon as possible. If the order has not yet been processed or dispatched, we may be able to cancel it before shipment. Once an order has already been dispatched, it may instead need to follow the standard returns process.
Non-returnable or restricted items
Certain items may not be eligible for return or may be subject to specific conditions. This can include:
- items that have been heavily used or damaged after delivery
- items returned without essential parts or packaging where that affects resaleability
- special-order, made-to-order, personalised, or bespoke items where applicable
- items excluded by law or by clearly stated product-specific terms
Need help?
If you have questions about a return, refund, or cancellation, please contact our team at team@nomastride.co.uk. We will do our best to help and provide guidance on the next steps.
Frequently asked questions
These quick answers cover the most common questions about returns, refunds and cancellations.