Return window
30 days
From date of delivery.
Returns and Refunds
Returns made straightforward
You have a 30-day return window from date of delivery. This page explains the difference between changing your mind and reporting a faulty or damaged product.
Start here
Check which return path applies before emailing support. It helps us give you the right next step faster.
Return essentials
Change of mind
£40–£70
Large-item collection fee, deducted from refund.
Faulty or damaged
Free return
Once we confirm the fault, we arrange and cover collection.
Refund timing
3–5 working days
After the returned item has been received and checked.
At a glance
Use this as a fast check before starting a return request.
Return window
30-day return window from date of delivery
Change-of-mind collection fee
£40–£70 for large-item collection, deducted from your refund.
Faulty or damaged product
Free return once confirmed — we arrange and cover collection. Email support with order details, photos or video, and a clear description.
Refund timeline
Refunds are processed within 3–5 working days after the returned item has been received and checked.
Contact
uk.support@walkingpad.com
Which return path applies?
Choose the closest match. If you are unsure, email support and we will help route it.
Type A
Change-of-mind return
For a product returned because you decided it is not right for you.
- Within the 30-day return window
- Original packaging strongly preferred
- £40–£70 large-item collection fee applies
- Fee is deducted from your refund
Type B
Faulty or damaged product
For a product that arrived damaged or appears to have a fault.
- Email us before arranging anything yourself
- Include photos or video where possible
- We review the case and confirm next steps
- Once confirmed, we arrange and cover collection — no fee to you
Can I return my order?
You can request a return within the 30-day return window from date of delivery. The handling depends on whether the product is being returned because you changed your mind, or whether there is a fault or delivery damage.
Usually needed for change-of-mind returns
- Return request within 30 days of delivery
- Original packaging strongly preferred
- All accessories, parts, and included items returned
- Support confirms the return route before collection
For faulty or damaged products
- Email support before arranging a return
- Include your order number and a clear description
- Add photos or video where possible
- We will review the case and confirm next steps
- Once the fault is confirmed, return collection is free — we arrange and cover it
Returning a product because you changed your mind
Email us first with your order number and reason for return. We aim to reply within 24 hours. Replies may take longer during bank holidays, weekends, or peak periods.
Support will confirm eligibility, explain the collection process, and confirm the collection instructions before anything is booked. Do not send the product back without confirmation from support.
Reporting a faulty or damaged product
If your product arrived damaged or appears faulty, email support with your order number, a description of the issue, and photos or video if available. We will review the information and confirm the appropriate next step. If we confirm the fault or delivery damage, we arrange and cover the return collection at no cost to you — the change-of-mind collection fee does not apply.
If the issue may be covered by warranty, we may route you to the Warranty Policy process instead of treating it as a change-of-mind return.
Packaging requirements
The original packaging is strongly preferred because WalkingPad machines are large items and need protection during collection.
If you no longer have the original packaging, email support before starting the return so we can confirm the safest return route.
Large-item collection
Support will confirm the collection instructions before booking. Please follow the instructions provided so the courier can collect the item safely.
For change-of-mind returns, the £40–£70 collection fee applies and is deducted from your refund. For confirmed faulty or damaged products, we arrange and cover collection at no cost to you.
Return address
Please do not send anything back until support has confirmed your return route.
Once your return is approved, support will provide the correct return address along with the collection or drop-off instructions for your order.
How the return process works
Contact support first so we can confirm the correct route before anything is sent back.
-
1
Email us first
Include order number, reason, and product condition.
-
2
We confirm the route
We aim to reply within 24 hours, with possible delays during weekends, bank holidays, or peak periods.
-
3
Prepare the product
Use original packaging where possible.
-
4
Collection is arranged
Support confirms the collection instructions before booking.
-
5
Item is checked
The returned item is received and checked.
-
6
Refund is processed
Refunds are processed within 3–5 working days after the item has been received and checked.
More details
Refund timeline
Refunds are processed within 3–5 working days after the returned item has been received and checked. Your bank or payment provider may take additional time to show the refund.
Accessories
Accessories included with your order should be returned with the product where applicable. If you are returning accessories only, email support first so we can confirm the correct route.
Order cancellation
If you need to cancel, email support as soon as possible with your order number. If the order has already been dispatched, we will guide you through the standard return process.
Return questions
Can I return a WalkingPad if I have assembled it?
Yes. If the product is within the 30-day return window, you can request a return even if it has been assembled. Please contact support first so we can confirm the return route and packaging instructions.
I used it for a few days but it is not what I expected. Can I return it?
Yes, if the request is within the 30-day return window. For change-of-mind returns, the £40–£70 large-item collection fee applies and is deducted from your refund.
Are collection fees always charged?
No. The £40–£70 collection fee applies only to change-of-mind returns for large items. For genuine faulty or damaged products, once we confirm the issue we arrange and cover the return at no cost to you.
What if my product is faulty after 30 days?
Please read the Warranty Policy and email support with your order number, model name, and fault description.
Where should I send my return?
Please do not send the product without support confirmation. We will confirm the correct return route before anything is sent back.
Can I return an item bought during a sale?
Yes. The same 30-day return window applies. Your refund is based on the amount you paid, subject to the return route and product condition.
Need help with a return?
Email our support team before sending anything back so we can confirm the correct route.