SHIPPING & RETURNS POLICY

Last updated: 31 August 2026

Thank you for shopping with Pulse Arena.

We are an online fitness retailer based in Kirkcaldy, Fife, Scotland. We sell fitness equipment, accessories, athletic clothing and related products using a dropshipping fulfilment model.

This Shipping & Returns Policy explains how we process orders, arrange delivery, handle returns and provide refunds.

Nothing in this policy affects or limits any legal rights you have as a consumer under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Shipping

Order Processing

Once you place an order with Pulse Arena, your payment will be processed and your order will be submitted for fulfilment.

Because we use third-party suppliers and fulfilment partners, orders may be dispatched from different locations depending on the product purchased.

Orders are normally processed within 1–5 business days.

Processing times may occasionally be longer during:

Sales and promotional periods
Public holidays
Periods of unusually high demand
Supplier or courier disruptions
Circumstances outside our reasonable control

Once your order has been dispatched, you will receive available tracking information where applicable.

2. Delivery Times

Estimated delivery times are displayed on the relevant product page or during checkout where available.

Because some Pulse Arena products are fulfilled directly by third-party suppliers, delivery times may vary depending on:

The product ordered
Supplier location
Destination
Courier
Customs or border procedures
Seasonal demand
Circumstances outside our reasonable control

As a general indication, UK deliveries may take approximately 5–15 business days after dispatch.

Certain products may have different estimated delivery times. Where a specific delivery estimate is provided on a product page or at checkout, that estimate will apply.

Please always check the delivery estimate displayed for the product before completing your purchase.

We will make reasonable efforts to ensure your order arrives within the estimated delivery period.

3. Delivery Delays

Occasionally, deliveries may take longer than expected.

Delays can occur because of:

Courier disruption
Severe weather
Public holidays
Supplier delays
High order volumes
Customs or border processing
Incorrect or incomplete delivery information
Other circumstances outside our reasonable control

If your order is delayed, please contact us and we will make reasonable efforts to assist you and, where available, obtain updated tracking information from the relevant supplier or courier.

Nothing in this section limits your statutory rights regarding delayed delivery.

For online purchases, UK law generally requires goods to be delivered without undue delay and, unless another period has been agreed with the customer, within 30 days.

4. Delivery Address

Customers are responsible for providing an accurate and complete delivery address when placing an order.

Please check your:

Name
House or building number
Street
Town/city
Postcode
Country
Contact telephone number, where requested

If you provide an incorrect or incomplete address and the order cannot be delivered as a result, please contact us as soon as possible.

Where an order has already been dispatched, we may not be able to change the delivery address.

5. Tracking

Where tracking is available, we will provide tracking information after your order has been dispatched.

Tracking information may take some time to become active after dispatch.

Please allow reasonable time for the courier's tracking system to update before contacting us regarding a tracking number that does not initially show movement.

6. International Orders

At present, our primary market is customers in the United Kingdom.

If we offer delivery to countries outside the UK, the applicable delivery options, costs and estimated delivery times will be displayed at checkout or on the relevant product page.

International orders may be subject to:

Customs procedures
Import duties
Taxes
Customs clearance charges
Other local charges

Unless expressly stated otherwise at checkout, customers may be responsible for charges imposed by the destination country.

Delivery times for international orders may also be longer than UK delivery times.

7. Multiple Products in One Order

Because Pulse Arena uses multiple suppliers and fulfilment partners, products purchased in the same order may sometimes be dispatched separately.

You may therefore receive:

Multiple parcels
Separate tracking numbers
Deliveries on different dates

You will not be charged an additional delivery fee solely because your order is split into multiple shipments unless an additional delivery charge was clearly disclosed and agreed at the time of purchase.

8. Lost or Missing Deliveries

If your tracking information indicates that an order has been delivered but you have not received it, please contact us as soon as reasonably possible.

We may ask you to:

Check around your property
Check with household members
Check with neighbours
Check any safe place specified for delivery
Contact the relevant delivery provider

We may also contact the supplier or courier to investigate the delivery.

We will take reasonable steps to investigate missing deliveries.

Where goods have not been delivered, your statutory rights remain unaffected.

9. Damaged Items

Please inspect your order when it arrives.

If an item arrives damaged, please contact us as soon as possible and provide:

Your order number
A description of the damage
Photographs of the damaged product
Photographs of the packaging, where possible

Please do not dispose of the product or packaging until we have advised you what to do.

We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.

10. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as possible.

Please provide:

Your order number
Details of the item expected
Details of the item received, if applicable
Photographs where helpful

We will investigate the issue and work with our fulfilment partner where necessary to resolve it.

11. Your Right to Cancel an Online Order

If you are a UK consumer purchasing online, you generally have a legal right to cancel your purchase without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person you nominate other than the carrier, receives the goods.

If your order contains multiple goods delivered on different days, the cancellation period generally runs from the date you receive the last item.

You then generally have a further 14 days to return the goods after notifying us that you wish to cancel.

These rights are subject to certain legal exceptions.

12. How to Cancel an Order

To exercise your cancellation rights, please contact us using the contact details below.

You may provide a clear statement telling us that you wish to cancel your order.

Please include:

Your name
Order number
Products you wish to return
Date of purchase
Your contact details

You do not have to use a particular cancellation form, although you may use one if you wish.

You must communicate your decision to cancel before the cancellation period expires.

13. Returning Unwanted Items

If you cancel an order because you have changed your mind, you should return the goods to us within 14 days of notifying us of your cancellation.

Unless the goods are faulty, damaged, incorrectly supplied or otherwise covered by a different statutory right, you may be responsible for the direct cost of returning unwanted goods where we have informed you of this before purchase.

Products should be returned in an appropriate condition.

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way you would be permitted to inspect them in a shop.

You may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to inspect them.

14. Hygiene and Sealed Products

Certain products may be exempt from the normal statutory cancellation right where they are sealed and are not suitable for return for health protection or hygiene reasons once the seal has been broken.

Where this exemption applies, it will be communicated appropriately.

This may be relevant to certain personal-use fitness products or other products where hygiene considerations apply.

This does not affect your statutory rights if the product is faulty, unsafe, not as described or otherwise fails to comply with applicable consumer law.

15. Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, not as described or does not meet the requirements imposed by applicable consumer law, please contact us.

Depending on the circumstances, you may be entitled to:

A repair
A replacement
A price reduction
A refund
The right to reject the goods

UK consumer law provides specific rights for faulty or misdescribed goods. For example, consumers generally have a short-term right to reject faulty goods and receive a refund, subject to the applicable legal requirements.

We will not ask you to give up your statutory rights as a condition of purchasing from Pulse Arena.

16. Refunds

Where you are legally entitled to a refund, we will process it in accordance with applicable law.

For cancellations under the statutory 14-day cooling-off period, we will generally refund:

The price paid for the goods
The cost of standard delivery

If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option we offered.

For statutory cancellations, refunds will generally be made within 14 days of the applicable date required by law. In many cases, this will be after we receive the returned goods or evidence that they have been sent back.

We may withhold the refund until we receive the returned goods or evidence that they have been returned, where permitted by law.

Refunds will normally be made using the original payment method unless another method has been agreed with you.

17. Return Shipping Costs

Change of mind

Where you exercise your statutory cancellation right because you have changed your mind, you may be responsible for the direct cost of returning the goods where we have informed you of this before you purchased.

Faulty, damaged or incorrect goods

If an item is faulty, damaged on arrival, incorrectly supplied or otherwise covered by a statutory right, we will not seek to make you bear costs that we are legally required to cover.

We may provide return instructions or, where appropriate, arrange an alternative resolution such as a replacement or refund.

18. Exchanges

We may offer exchanges where appropriate, subject to product availability.

However, an exchange policy does not replace or restrict your statutory rights.

If an item is faulty, damaged, not as described or otherwise fails to comply with applicable consumer law, we will provide the remedy required by law.

19. Sale Items and Promotional Products

Products purchased during a sale or promotional period remain subject to the same statutory consumer rights as products purchased at full price.

A discounted price does not remove your legal rights where goods are faulty, not as described or otherwise fail to comply with applicable consumer law.

20. Products Purchased as Gifts

If you purchase a product as a gift, the statutory cancellation rights normally apply to the purchaser.

If the recipient believes that an item is faulty, damaged or not as described, please contact us and we will assess the issue in accordance with applicable consumer law.

21. Refund Timing

Once a refund has been authorised and processed by Pulse Arena, the time it takes for the funds to appear in your account may depend on your bank or payment provider.

Payments made through PayPal may be subject to PayPal's processing times.

Payments made by credit or debit card may take additional business days to appear on your statement.

These processing times are outside our direct control.

22. How to Request a Return or Refund

To request a return, cancellation, replacement or refund, please contact:

Pulse Arena
Kirkcaldy, Fife
Scotland, United Kingdom

Telephone: +44 7413004385

Please include your order number and a brief description of your request.

We may request photographs or other information where this is reasonably necessary to assess a damaged, defective or incorrectly supplied product.

23. Our Responsibility for Your Order

Although Pulse Arena uses third-party suppliers and fulfilment partners, your contract for the purchase of goods is with Pulse Arena.

We remain responsible for meeting our obligations to you under applicable UK consumer law.

The fact that a product is shipped directly from a third-party supplier does not remove or reduce your statutory consumer rights.

24. Exceptional Circumstances

We are not responsible for delays caused by circumstances genuinely outside our reasonable control, such as:

Severe weather
Natural disasters
Strikes or industrial action
Major transport disruption
Government restrictions
Customs delays
Widespread courier disruption
Serious supplier disruption
Other events beyond our reasonable control

However, this does not remove or limit any statutory rights you may have as a consumer.

Where a significant delay occurs, we will communicate with you and take reasonable steps to resolve the situation.

25. Changes to This Policy

We may update this Shipping & Returns Policy from time to time.

Changes may be made to reflect:

Changes to our suppliers
Changes to our delivery arrangements
Changes to our returns process
Changes to our products
Changes to applicable law or regulatory guidance

The latest version will be published on this page.

26. Contact Us

If you have any questions regarding shipping, returns, refunds or your consumer rights, please contact us.