Deliveries & Returns
Order Confirmation
As soon as you place your order, we will pre-authorise your card, however your card will not be charged. We will then either confirm that we have the item(s) in stock in our warehouse, or contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched within 3-7 working days. If there is any delay, such as a stock adjustment or an item which is on backorder, we will void the pre-authorisation and contact you to let you know. We will only process your payment when we know you are happy with the revised delivery schedule.
Order Delivery
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 3-7 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. Longer lead times apply to "Pre-Order" items, details listed on the relevant product pages.
We will endeavour to deliver your full order in a single shipment, if possible but when ordering multiple items from multiple partners (brands) you may get more than one delivery, which will mean more than one email containing tracking details.
Smaller orders under 25kg are usually delivered by a courier. Please note for larger orders these are sent by pallet delivery which maybe a further 7-10 days from despatch from our suppliers' warehouse(s). You will be notified of your delivery date, with the haulage company contacting you in advance to confirm delivery timings.
One Man Pallet Delivery:
Expected delivery is 3 to 7 business days. All deliveries are made Monday – Friday between 8am and 6pm. We advise having two bodies available to help the courier with larger or heavy deliveries. Please note, Silverback Gym Supplies advise against one man delivery for larger or heavy orders.
Parcel Delivery:
All parcels will require a signature.
Products will be delivered Monday to Friday during normal working hours 8am - 6pm (weekends by arrangement).
Please notify us of any delivery obstructions and ensure that the delivery area is clear.
Pallet deliveries are normally curb-side drop only (special arrangements for alternative delivery can be made upon written/email request).
All deliveries must be signed for on delivery and deliveries must be checked upon receipt. Any damages or discrepancies must be notified within 24 hours of receipt of order.
If any products are out of stock you will be notified.
Silverback Gym Supplies and it's Partners will endeavour to honour specific delivery dates upon request.
Silverback Gym Supplies cannot entertain any claim for compensation arising from late delivery due to a third party carrier.
If you have not received tracking details within 6 working days, please reach out to us via email at info@silverbackgymsupplies.com so that we can help.
Damages
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to info@silverbackgymsupplies.com so that we can open an insurance claim on your behalf.
Cancellations & Refunds
Order Cancellation/Refused Deliveries
You may cancel your order for a full refund prior to your order being shipped, though if any costs have been incurred they will be deducted from monies received. If you cancel your order after shipping, you are responsible for any and all freight charges incurred by Silverback Gym Supplies. Any unpaid freight charges will be deducted from your refund.
If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for all outward and return freight charges incurred by your refusal. If it is found that any of the larger products upon delivery ‘will not fit’ through any doors/stairwells and the product is subsequently returned/refused, you are responsible for all outward and return carriage costs and a 15% re-stocking fee is applicable.
YOUR STATUTORY RIGHT TO CANCEL
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, Silverback Gym Supplies 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.
FURTHER GOODS CANCELLATION POLICY
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 will be a re-stocking charge of 15%. If goods are not received back in perfect condition and in their original packaging, Silverback Gym Supplies 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 Silverback Gym Supplies 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.
PAYPAL REFUNDS
Please note as of the 1st May 2023 all Paypal Refunds will exclude the transaction fee.
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 info@silverbackgymsupplies.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 Silverback Gym Supplies RAN being given.
No cancellation of order will be accepted after 30 days from delivery of goods.
Any orders cancelled after 48 hours of placing the order may be subject to additional fees (admin and restocking fees). If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
Returns
Silverback Gym Supplies work with a number of premium suppliers in the UK, and we support and adhere their individual returns policies. Please click on the following links to read their individual returns policies: