Returns & Exchanges

Hardbody Returns & Exchanges Policy

At Hardbody, we want every customer to feel confident when placing an order. We understand that occasionally you may need a different size, want to exchange a product, or decide that an item is not right for you.

This policy explains how returns, exchanges, and refunds are handled, including the responsibilities of both Hardbody and the customer. Nothing within this policy affects your statutory rights.

Eligibility For Returns & Exchanges

We accept returns and exchanges within 30 days of delivery on eligible products purchased directly from hardbody.store. You must contact our support team within this period. The delivery date shown by the courier’s tracking information will normally be treated as the date of delivery.

To qualify under our 30-day returns and exchanges policy, products must be returned:

  • In new, unused, and fully resalable condition
  • Complete with all original tags, labels, packaging, protective liners, accessories, and product inserts
  • Free from signs of wear, training use, washing, alteration, stretching, or damage
  • Free from chalk, liquid chalk, deodorant, makeup, fake tan, stains, dirt, hair, pet hair, or other residue
  • Free from noticeable odours, including smoke, fragrance, deodorant, body odour, damp, or cleaning products
  • In their original packaging, with that packaging returned undamaged and in a resalable condition

Please do not write on, heavily tape, damage, or use the product’s original packaging as the external postage packaging. Where possible, place the original product packaging inside a suitable protective mailing bag or box.

We understand that customers may need to inspect a product or try apparel on for size. However, using an item during training, wearing it for an extended period, washing it, removing protective components, or handling it beyond what is reasonably necessary to assess its fit and suitability may affect your eligibility for a refund or exchange.

All returned products are inspected by our team. Where a product does not meet the conditions of this policy, Hardbody may refuse the return or exchange or, where legally permitted, reduce the refund to reflect any loss in the product’s value.

How To Start A Return Or Exchange

Email our support team at support@hardbody.store before sending anything back.

Please include:

  • Your full name
  • Your order number
  • The product you would like to return or exchange
  • The size or replacement product required, where applicable
  • The reason for your return or exchange
  • Clear photographs if the product is faulty, damaged, incorrect, or has arrived with a problem

Providing all of this information in your first email will help our customer service team review your request and respond without unnecessary delays.

Our team will normally respond within 48–72 hours with the next steps and the correct returns address. Response times may be slightly longer during launches, promotional periods, weekends, and public holidays.

Important: Please do not send products to our registered office, fulfilment centre, or a previous returns address unless our support team has confirmed that address for your specific return.

Parcels sent without contacting us first, sent to an incorrect address, or returned without sufficient order information may be rejected or significantly delayed.

Once return instructions have been provided, the product must be sent back without unnecessary delay.

For returns accepted under Hardbody’s extended 30-day policy, the parcel must normally be dispatched within 14 days of receiving our return instructions.

Proof Of Postage And Return Responsibility

Customers are responsible for ensuring that their return reaches the correct address safely.

We strongly recommend using a tracked and adequately insured delivery service and keeping proof of postage until the return or exchange has been fully completed.

The returned parcel remains the customer’s responsibility until it has been successfully delivered to the returns address provided by Hardbody.

Hardbody cannot accept responsibility for parcels that are lost, damaged, delayed, misdirected, or delivered to an incorrect address by the customer or their chosen courier. Proof of postage alone does not confirm that a parcel has been successfully delivered to Hardbody.

Where a parcel is lost or damaged during return transit, the customer will normally need to raise a claim directly with the delivery service they selected.

Exchanges

We offer exchanges within 30 days of delivery, provided the returned product meets all conditions within this policy.

All exchanges are subject to inspection and stock availability. Replacement stock is not reserved when an exchange is requested and will only be allocated once the original product has been received, inspected, and approved.

Once an exchange has been received, inspected, and approved, the replacement will normally be processed and dispatched within 14 business days. Processing times may be longer during exceptionally busy periods, product launches, promotional events, or where the requested replacement is temporarily unavailable.

If the requested replacement is no longer available, we may offer:

  • Another available size or eligible product
  • Store credit
  • A refund to the original payment method

Exchange values are based on the amount originally paid for the returned product after discounts, promotions, vouchers, bundle reductions, or other adjustments.

If the replacement product costs more, the price difference must be paid before it is dispatched. Where an approved replacement costs less, the remaining balance may be refunded or issued as store credit, depending on the circumstances and the customer’s applicable rights.

International Orders

We are unable to provide direct exchanges for international orders.

International customers may return an eligible product for a refund to the original payment method or, where agreed, store credit. A new order can then be placed for the preferred product or size.

The replacement order will be treated as a separate purchase and will be subject to the product price, shipping charge, taxes, duties, currency conversion rate, and stock availability applicable when the new order is placed.

International customers are responsible for arranging and paying for return postage and for correctly declaring the parcel as returned goods where required. Hardbody will not be responsible for customs charges resulting from an incorrect customs declaration.

UK Orders

For UK exchanges, the customer is responsible for arranging and paying for the product to be returned to us, except where the product is faulty, damaged, incorrect, or Hardbody is otherwise legally responsible for the return cost.

If the approved replacement product value is £75 or more, Hardbody will cover the standard cost of shipping the replacement back to the customer.

If the approved replacement product value is below £75, the customer will be responsible for the cost of shipping the replacement.

The £75 threshold is calculated using the actual amount paid for the approved replacement products after discounts, promotions, voucher codes, bundle savings, store credit, and other reductions have been applied.

Original delivery charges, return postage, and the value of unrelated products do not count towards the £75 threshold.

Only one replacement shipment will be provided for each approved exchange. Additional delivery charges will apply if the customer requests separate replacement shipments.

Change Of Mind Returns

Customers purchasing online generally have the right to cancel an eligible order within 14 days of receiving it without providing a reason.

Customers must inform Hardbody of their decision to cancel within the applicable cancellation period and return the products within the required timeframe.

Hardbody also provides an extended returns period of up to 30 days from delivery for eligible products.

Returns requested after the statutory cancellation period are accepted under Hardbody’s own extended policy and must meet all eligibility and condition requirements stated within this policy.

Our extended 30-day policy does not provide an unrestricted right to return products that have been worn, used, trained in, washed, altered, stretched, contaminated, damaged, or otherwise made unsuitable for resale.

Final Sale

Products clearly marked as Final Sale are not eligible for a return, exchange, or store credit under Hardbody’s extended change-of-mind policy.

Customers should carefully review the product description, photographs, sizing guidance, and any disclosed imperfections before purchasing a Final Sale product.

Final Sale status does not remove your statutory rights where a product is faulty, not as described, or otherwise fails to meet applicable legal requirements.

Where a product has been reduced because of a specific fault or imperfection that was clearly disclosed before purchase, that disclosed issue will not itself provide grounds for a return.

Bundles, Promotions And Free Gifts

Where a product was purchased as part of a bundle, multi-buy offer, promotional package, or discounted set, any refund will be calculated according to the pricing and conditions of that promotion.

If returning part of a bundle means that the products you keep no longer qualify for the original discount, Hardbody may recalculate their value and adjust the refund accordingly, where legally permitted.

Any free gift provided because an order met a promotional requirement must also be returned if the remaining order no longer qualifies for it.

If the free gift is not returned, or has been used or damaged, its stated promotional or reasonable retail value may be deducted from the refund where legally permitted.

Promotional codes, bundle discounts, loyalty rewards, and free gifts have no separate cash value and cannot be refunded independently.

Refund Process

Once your return has been received, our team will inspect the product and confirm whether it has been approved.

Approved refunds will be issued to the original payment method unless the customer has expressly agreed to receive store credit.

The refund will be based on the amount actually paid after any discount, promotion, voucher, store credit, bundle reduction, or other adjustment.

For qualifying online cancellations, refunds will be processed without undue delay and within the timeframe required by applicable law. Where products are being returned, this will normally be no later than 14 days after we receive the products back or receive acceptable evidence that they have been sent.

Once Hardbody has issued the refund, additional time may be required for it to appear in your account. This is controlled by your bank, card provider, payment processor, or buy now, pay later provider and is outside Hardbody’s control.

Customers using a buy now, pay later service must continue making any scheduled payments until the provider confirms that the payment plan has been adjusted. Hardbody cannot directly amend payment schedules or accept responsibility for charges caused by a customer stopping payments before the provider has processed the refund.

Refund Of Original Delivery Charges

Where a customer validly cancels an entire eligible online order within the statutory cancellation period, Hardbody will refund the product price and the cost of the least expensive standard delivery method offered for that order.

If the customer selected express, timed, weekend, premium, or another enhanced delivery option, only the equivalent cost of standard delivery will be refunded.

Where only part of an order is returned, the original delivery charge will not normally be refunded because the delivery service was still provided for the products the customer has kept.

Original delivery charges are also not normally refunded for returns accepted between days 15 and 30 under Hardbody’s extended returns policy, unless the product is faulty, incorrect, damaged on arrival, or Hardbody agrees otherwise.

Return Shipping Costs

For change-of-mind returns and customer-requested exchanges, the customer is responsible for arranging and paying for return postage. Return postage costs will not normally be reimbursed.

If a return is required because Hardbody sent the wrong product, the product arrived damaged, or the product is confirmed to be faulty, Hardbody will provide an appropriate return method or reimburse a reasonable return cost where legally required.

Customers must contact us before returning a faulty, damaged, or incorrect product.

Hardbody will not reimburse premium, express, international, or unnecessarily expensive return services where a suitable lower-cost return option was available or provided.

Incorrect, Incomplete Or Damaged Orders

Customers should inspect their delivery as soon as reasonably possible after it arrives.

If a product is missing, incorrect, damaged, or appears faulty, contact support@hardbody.store promptly.

Please provide:

  • Your full name and order number
  • A clear description of the issue
  • Photographs or video showing the product and reported problem
  • Photographs of the shipping packaging and delivery label
  • Photographs of any visible damage to the parcel

Please retain all original packaging until our team has reviewed the issue. Hardbody may request further evidence to help establish what has happened and determine the most appropriate resolution.

Reporting an issue does not automatically guarantee a refund or replacement. Each request will be reviewed based on the evidence provided, the condition of the product, the nature of the issue, and the customer’s statutory rights.

Missing Parcels And Delivery Disputes

If courier tracking shows that an order has been delivered, but the customer reports that the parcel has not been received, the customer should contact support@hardbody.store promptly so that the circumstances can be reviewed.

Hardbody may raise an investigation or claim with the courier and may request information reasonably required to establish what has happened. This may include:

  • Confirmation of the delivery address
  • Confirmation that the customer has checked with other members of the household, neighbours, reception areas, safe places, or other relevant delivery locations
  • Any photographs, delivery notifications, tracking information, or other evidence available to the customer
  • Completion of any declaration or supporting information reasonably required by the courier as part of its investigation

Courier investigations may take several weeks depending on the delivery service and the circumstances of the claim. Hardbody will review the available tracking information, delivery evidence, courier findings, and any information supplied by the customer when determining the appropriate resolution.

The fact that tracking records a parcel as delivered does not, by itself, prevent the customer from reporting a genuine delivery issue. Equally, reporting that a parcel has not been received does not automatically guarantee an immediate refund or replacement while the circumstances are being reviewed.

Where an investigation establishes that a parcel was lost, misdelivered, returned as a result of a courier error, or otherwise not successfully delivered for a reason for which Hardbody is responsible, Hardbody will provide an appropriate resolution in accordance with the customer’s applicable rights.

Nothing within this investigation process is intended to exclude, restrict, or delay any statutory rights or remedies that apply to the customer.

When A Return Or Exchange May Be Refused

All standard Hardbody products may be considered for return or exchange. However, eligibility depends on the condition in which the product is returned, the timing of the request, and the reason for the return.

Under Hardbody’s extended change-of-mind policy, a return or exchange may be refused where:

  • The product has been used during training
  • The product shows chalk, liquid chalk, moisture, stretching, odour, wear, or other signs of use
  • Apparel has been worn beyond reasonable fitting, washed, dried, altered, stained, marked, stretched, or damaged
  • The product is missing its original tags, labels, packaging, liners, accessories, components, or inserts
  • The original packaging has been damaged, written on, heavily taped, discarded, or returned in a condition that prevents the product from being resold as new
  • The product has been damaged through misuse, incorrect storage, improper care, accidental damage, purposeful damage, or normal wear and tear
  • A sealed hygiene or health-protection product has been opened, where the applicable legal exemption applies
  • A consumable product, including liquid chalk, has been opened or used
  • A personalised, customised, engraved, or altered product is being returned because the customer has changed their mind
  • The item was marked as Final Sale
  • The return was requested or dispatched outside the applicable returns period

These restrictions apply to Hardbody’s extended change-of-mind policy and do not remove any statutory rights relating to faulty, damaged, unsafe, misdescribed, or incorrectly supplied products.

Rejected Returns

If a returned product does not meet the conditions of this policy, we will contact the customer and explain why the return has not been approved.

Where appropriate, we may provide photographs or further information showing the condition in which the product was received.

Where a return is rejected under Hardbody’s extended policy, the customer will be responsible for paying the cost of having the product sent back to them.

The customer must respond and pay the applicable delivery charge within 14 days of being contacted.

A returned product will not be treated as accepted merely because it has been delivered to our facility.

Nothing in this section removes any statutory rights the customer may have.

Incorrect Address, Failed Delivery And Refused Parcels

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

If an order has not yet been dispatched, we will try to update an incorrect address where possible. However, address changes cannot be guaranteed once an order has entered fulfilment or has been dispatched.

Hardbody is not responsible for delivery failures caused by an incorrect or incomplete delivery address provided by the customer.

Where a parcel is returned to Hardbody because:

  • The customer provided an incorrect or incomplete address
  • The customer refused the delivery
  • The customer failed to collect the parcel from a collection point
  • The customer failed to rearrange delivery after reasonable delivery attempts
  • The courier was unable to complete delivery because of instructions, access restrictions, or other information provided or omitted by the customer

The customer will be responsible for the original delivery charge, any return-to-sender charges, and the cost of sending the parcel again.

Hardbody will not redispatch the parcel until the applicable redelivery costs have been paid.

If the customer requests a refund instead of redelivery, any original delivery charge, return-to-sender charge, or other applicable cost may be deducted from the refund where legally permitted.

This will not apply where the failed delivery or return was caused by Hardbody providing incorrect information to the courier, an error made by the courier, or another matter for which Hardbody is legally responsible.

Returned parcels must be physically received and processed by Hardbody before a refund or redelivery can be completed.

Returns & Warranty — What’s The Difference?

Returns & Exchanges: Cover eligible requests made within 30 days of delivery, such as ordering the wrong size, selecting the wrong product, deciding that an item is unsuitable, or changing your mind.

These requests remain subject to the condition, eligibility, timing, delivery, packaging, and inspection requirements within this policy.

Lifetime Warranty: Applies separately to qualifying defects in materials or workmanship, subject to the full terms of the warranty.

The Lifetime Warranty does not automatically cover normal wear and tear, cosmetic deterioration, accidental or purposeful damage, misuse, improper care or storage, alterations, loss, theft, or using a product outside its intended purpose.

Submitting a warranty claim does not guarantee an automatic refund or replacement. Each claim will be reviewed under the complete Lifetime Warranty terms.

Statutory Rights

This policy operates alongside the rights provided to customers under applicable consumer law.

Nothing in this policy is intended to exclude, restrict, or replace any legal rights relating to faulty, damaged, unsafe, misdescribed, or incorrectly supplied products.

Need Help?

If you are unsure whether your product qualifies for a return, exchange, refund, or warranty claim, contact our support team at support@hardbody.store.

Please include your full name, order number, and as much relevant information as possible so that our team can provide the correct instructions without unnecessary delays.

All requests will be assessed consistently in accordance with this policy and the customer’s applicable statutory rights.