At UBX, we stand behind the quality of everything we sell. If you are not completely satisfied with your purchase, we want to make things right. Please read our policy below so you know exactly where you stand.

1.  Eligibility for Returns

We accept returns on most items purchased through the UBX Training Store, subject to the following conditions:

•       The item must be returned within 30 days of the original purchase date.

•       The item must be unused, unwashed, and in its original condition, with all tags attached.

•       The item must be accompanied by proof of purchase, such as your order confirmation email or receipt.

•       Items purchased as part of a bundle or multi-item promotion are eligible for return only if all items in the bundle are returned together.

2.  Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they arrive faulty or damaged:

•       Mouth guards, hand wraps, and inner gloves.

•       Personalised or custom-printed merchandise.

•       Digital products, gift cards, and membership credits.

•       Items marked clearly as final sale or clearance at the time of purchase.

3.  Exchanges

We are happy to exchange items for a different size or colour where stock is available. To request an exchange:

•       Contact us at store@ubxwembley.com within 30 days of your purchase.

•       Include your order number, the item you wish to exchange, and the replacement you would like.

•       Once we confirm availability, return the original item using the instructions provided.

If the requested replacement is unavailable, we will issue a full store credit or refund at your preference.

4.  Faulty or Damaged Items

If your item arrives damaged or develops a fault within 90 days of purchase, we will offer a full replacement, repair, or refund, at no cost to you. Please contact us as soon as possible and include:

•       A brief description of the fault or damage.

•       Clear photographs showing the issue.

•       Your order number and contact details.

We will respond within two working days and arrange a resolution promptly.

5.  How to Return an Item

To initiate a return, please follow these steps:

•       Step 1: Email wembley@ubxtraining.co.uk with your order number and reason for return.

•       Step 2: We will confirm your return is eligible and provide a returns authorisation reference.

•       Step 3: Pack the item securely in its original packaging where possible and include your authorisation reference inside the parcel.

•       Step 4: Send the item to the address provided. We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.

Please note: return postage costs are the responsibility of the customer unless the item is faulty, damaged, or was sent in error.

6.  Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds will be processed within five working days and returned to your original payment method. Please allow a further three to five working days for the funds to appear in your account, depending on your bank or card provider.

If your return is not approved, we will contact you to explain why and discuss next steps.

7.  In-Store Purchases

Items purchased directly at UBX Wembley Park are subject to the same policy. Please bring your receipt and the item in its original condition to the front desk, and a member of our team will be happy to assist you.

8.  Contact Us

If you have any questions about this policy or your order, please get in touch:

•       Email: wembley@ubxtraining.co.uk

•       Phone: available during gym opening hours

•       In person: UBX Wembley Park, 1C Olympic Way, Wembley, HA9 0NP

 

We are committed to making every part of your UBX experience a positive one, and we will always do our best to resolve any issue quickly and fairly.