DELIVERY INFORMATION

The ultimate in
monocoque
carbon wheels

We aim to deliver your items as soon as possible, orders received by 12pm Monday-Friday usually dispatch the same day, orders received after 12pm will be dispatched the next day, orders received on Friday after 12pm will dispatch on Monday.

You will receive a dispatch confirmation email.

If we encounter any issues with stock when fulfilling your order, we will contact you via your order email address.

Club Store Orders

Club store orders usually take a little longer to process especially if your garments are customised. Your clubs pre-agreed delivery date is indicated on your club store shop.

Delivery Costs

Orders under £100 delivery to UK Mainland £3.95

Orders £100 and over free UK Mainland delivery

Returns & Refunds – Retail Stock

If you change your mind on your purchase, you have 14 days of the order being placed to return your purchase. All goods must be unused, in a saleable condition and in their original packaging with all labels still attached, for further detail please see our ‘return conditions’.

Unfortunately, we cannot provide free returns postage, you will need to pay for postage to return your item at your local post office or courier service, we recommend using a signed for service.

All refunds will be issued to the original payment method on the order within 7 days of receipt of goods at our office, we do not refund postage costs.

Please include a copy of your original confirmation email with your return.

Returns Address:

rg:active shop returns
Devonshire House
Devonshire Square
Sutton-in-Ashfield
Nottinghamshire
​NG17 1AJ

Please retain your proof of posting until we confirm receipt of your return, if items go missing in the post, we cannot consider your order for refund if you cannot provide proof of postage.

For any questions regarding returns please contact shop@rgactive.com

Exchanges

We do not offer an exchange service, if you would like to order a different item simply return the original item in accordance with our returns policy for a refund and reorder the product you require.

Faulty Items

If you have problems with any products you receive please contact shop@rgactive.com within 14 days of receiving the item with details of the problem prior to incurring any return postage costs.

We aim to reply to your email within 24hrs during the working week (Monday-Friday).

Depending on the issue we can provide refunds or replacement item if stock levels permit.

Return Conditions
  • Items must be returned in a saleable condition in the original packaging with all labels still attached.
  • Garments must not be marked or damaged in anyway
  • For hygiene reasons, any intimate garments such as swimsuits can only be returned if the items are unworn.
  • You must include a copy of your original confirmation email with your order number, clearly marking which items are being returned, we cannot refund items if we don’t know who has returned them.
  • Please see below for custom garments return policy.
Returns & Refunds – Custom Garments

CUSTOM ORDERS – Kit that have been designed by our designers or are made to order and are not available from our retail range, or have been purchased on behalf of a School/College/University or organisations, or whose kit is of a custom design (I.E. not available as part of our retail range). These bespoke goods are non-returnable and cannot be refunded or exchanged.

PERSONALISED/CUSTOMISED ORDER – Plain retail items which have been personalised with a logo, name and/or number. Stock item(s) that you have customised, or where you have purchased customised stock on behalf of a School/College/University or organisation, whose kit include logo(s), name(s) and/or number(s). These garments are nonreturnable and cannot be refunded or exchanged.

Exception:

We will only accept returns for Bespoke and Personalised/Customised orders in the event of a manufacturing fault. Where the fault is evident on delivery, for example, a name has been spelt incorrectly, this must be reported to shop@rgactive.com immediately and the faulty item returned within 14 days of delivery, in their original condition, with all tags, bags and labels attached. We reserve the right to reject your claim if you report or return your goods after the 14th day of delivery.

Warranty Items

Every QWS product is manufactured to a high standard using exceptional quality materials and processes. If you are unlucky enough to receive a product that doesn’t meet these standards, we will replace it in line with our standard policies.

Performance Swimwear

In the event of any defect, we offer a six-week refund or replacement period on materials and manufacturing for the original purchaser. Proof of purchase is required for all warranty claim and the original item must be returned to us with the original packaging.

For suits older than six weeks, we have a process of inspection and will replace any suit that is damaged due to manufacturing faults. Suits older than nine months cannot be considered.

Due to the highly technical nature of performance swimwear, we cannot guarantee exactly how long a suit will last. Refer to our care advice for more information on this.

Please note that after the six week warranty period, we and our retailers will not replace suits that smell strongly of chlorine, or look like they’ve been left in a kit bag overnight. Please take good care of your suit!

Training equipment and accessories

Training equipment is covered by a one year warranty on manufacture and materials when purchased from us directly or from an authorised dealer. We will replace or repair any warranty claims that occur within normal wear and tear circumstances. Proof of purchase is necessary.

Pro-Lite Wheels

rg:active shop are an authorised dealer of Pro-Lite wheels. This warranty applies only to Pro-Lite wheels purchased through an authorised dealer. The warranty applies only to the original purchaser.

Pro-Lite International Ltd. guarantees that the product will be free of defect and will function as described for a period of two years.

Eligibility for the warranty is to be determined at the discretion of Pro-Lite International Ltd.

The warranty does not cover the following:

  • Damage resulting from improper assembly, installation or maintenance, including damage caused by lack of skill, competence or experience of the user or assembler
  • Products that have been modified, used in an unreasonable or excessive manner, abused, involved in accidents or anything outside of “normal intended use”
  • Damage or deterioration to the surface finish, aesthetics or appearance of the product
  • Damage resulting from not using Pro-Lite carbon-specific brake pads on carbon rims or from using improperly maintained or worn brake pads
  • Wear and tear from normal use, which may include a broken spoke or worn bearings
  • Labour and shipping costs incurred to repair the product

To the extent not prohibited by law, these warranties are exclusive and there are no other express or limited warranties or conditions.

This warranty is expressly limited to the repair and replacement of defective product. If the product is deemed to be ineligible, Pro-Lite International Ltd. cannot be held liable for damage to person or property that may occur. This warranty does not affect your rights under applicable national law.

This warranty is not transferable.

Pro-Lite’s process

If a problem occurs, check the webpage for the product at the manufacturer’s website at www.pro-lite.net, applicable videos and FAQ to see if there is a simple solution. If that does not reveal a solution, contact the vendor on shop@rgactive.com where you originally purchased the item.

If there are any difficulties or questions, you may contact us directly at info@pro-lite.net. Proof of purchase will be required as will the date and place of purchase and any relevant serial numbers.

Returns will only be accepted by prior agreement following contact with info@pro-lite.net. Unauthorized returns will be refused.

CRASH REPLACEMENT SUPPLEMENT

Although the warranty does not cover damage incurred from an accident, in the event of a crash, up to two years after the purchase date, you may contact Pro-Lite and a new set of wheels will be offered to you at a special cost replacement price. The damaged wheels must then be destroyed, with photo documentation supplied to Pro-Lite or collected for destruction by Pro-Lite, as specified by a Pro-Lite representative.