Warranty & Faulty Goods Policy

Last updated: 31 August 2026

This Warranty & Faulty Goods Policy explains how FWSports Shoes handles products that are faulty, defective or not as described.

FWSports Shoes is a trading name of Wellnessmasco LTD, registered in England and Wales under Company Number 15150625.

Nothing in this policy limits or replaces any statutory consumer rights available under applicable law.

1. Your Consumer Rights

Products purchased from FWSports Shoes should be:

• As described
• Of satisfactory quality
• Fit for their intended purpose

If a product is faulty, not as described or does not perform as it reasonably should, you may have rights to a refund, repair or replacement under applicable consumer law.

UK law requires retailers to provide remedies for faulty goods regardless of whether a separate manufacturer's warranty exists. A warranty or guarantee does not replace those statutory rights.

2. The Retailer Responsible for Your Purchase

If you purchase a product directly from www.fwsportsshoes.com, your contract of sale is with:

Wellnessmasco LTD, trading as FWSports Shoes.

If you experience a problem with a product purchased from us, please contact FWSports Shoes first.

We will handle your enquiry in accordance with this policy and applicable consumer law.

You should not be required to contact the product manufacturer instead of us in order to exercise statutory rights relating to goods purchased from FWSports Shoes.

3. Manufacturer Warranties

Some third-party branded products may include a manufacturer's warranty or guarantee.

Where a manufacturer warranty genuinely applies to a particular product, its terms, duration and exclusions are determined by the relevant manufacturer.

The presence of a manufacturer warranty does not mean that FWSports Shoes is:

• The manufacturer of the product
• The brand owner
• An authorised repair centre
• An official brand representative

unless this is expressly stated and can be substantiated.

A manufacturer's warranty is additional to, and does not replace, your statutory rights against FWSports Shoes as the retailer.

4. No Automatic Manufacturer Warranty Claim

Unless a manufacturer's warranty is specifically confirmed for the product you purchase, customers should not assume that a particular manufacturer's commercial warranty applies solely because a branded product is sold on our website.

If warranty coverage is particularly important to your purchasing decision, please contact us before ordering and we will provide the information available for that product.

This avoids making warranty promises that may differ between products, suppliers, brands or markets.

5. What Is Considered a Fault?

A product may potentially be considered faulty if, for example:

• It has a manufacturing defect
• Materials or construction fail under normal reasonable use
• The product materially differs from its description
• An advertised feature does not function as described
• The product was supplied damaged
• The wrong product was supplied

Each case will be assessed based on the product, circumstances and applicable consumer rights.

6. What Is Normally Not Considered a Manufacturing Fault?

Examples of issues that would not ordinarily amount to a manufacturing defect include:

• Normal wear and tear
• Damage caused by misuse
• Accidental damage
• Damage caused by improper cleaning
• Damage caused by using footwear for an unsuitable activity
• Deliberate alteration or modification
• Damage caused after delivery by the customer
• Expected deterioration resulting from ordinary use

This section does not remove any legal rights where the underlying problem was present when the product was supplied or where applicable law provides otherwise.

7. Faulty Goods Reported Within 30 Days

For UK consumers, goods that are faulty may qualify for the statutory short-term right to reject within the applicable period, generally 30 days from purchase or delivery, depending on the circumstances.

Where that right applies, the customer may be entitled to a refund.

UK government guidance confirms that faulty goods must be refunded where applicable and that consumers can have further repair or replacement rights after the initial period.

Please contact us as soon as you discover the problem.

8. Faults Discovered After 30 Days

If a fault is discovered after the initial statutory rejection period, UK customers may be entitled to request a repair or replacement where applicable.

Under UK consumer law, if faulty goods are returned within six months, the retailer may generally be required to repair or replace them unless it can demonstrate that the product was not faulty when supplied.

Depending on the circumstances, additional remedies may become available if a repair or replacement is unsuccessful, impossible or cannot be completed within a reasonable time without significant inconvenience.

9. Faults Reported After Six Months

Customers may still have statutory rights after six months.

However, depending on applicable law and the circumstances, the customer may need to provide evidence showing that the fault existed when the product was supplied rather than being caused by subsequent wear, damage or misuse.

UK government guidance notes that consumers can make claims beyond six months, although the evidential position changes.

10. How to Report a Fault

Please contact:

Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623

Please provide:

• Your full name
• Order number
• Product name
• Date the issue was first noticed
• Description of the fault
• Clear photographs or video where reasonably possible

Photographs help us understand and resolve the issue more quickly.

They do not remove your statutory rights where those rights apply.

11. What Happens After You Contact Us?

We aim to acknowledge warranty or faulty-goods enquiries promptly.

Where a return or physical inspection is required, we will provide:

• A return reference
• The correct return address
• Return instructions

We aim to provide return instructions within 1 business day.

The return reference is used for administration and identification of the returned product. It is not intended as a discretionary barrier to exercising a valid statutory right.

12. Inspection of Faulty Products

In some cases we may need to inspect the product to determine the nature of the reported problem.

We may consider:

• The type of product
• Age of the product
• Nature of the reported issue
• Amount of use
• Product condition
• Whether the issue appears consistent with a manufacturing fault, ordinary wear or accidental damage

Any inspection will be carried out in accordance with applicable consumer law.

We will not reject a valid consumer claim merely because a manufacturer's commercial warranty has expired.

13. Return Costs for Faulty Products

Where a product is confirmed or reasonably accepted as faulty, defective, incorrectly supplied or otherwise covered by statutory rights, FWSports Shoes will bear reasonable return costs where required by law.

We may provide:

• A prepaid return method, or
• Reimbursement of reasonable return postage

Please contact us before arranging an expensive return service so that we can provide appropriate instructions.

14. Repairs

Where repair is an appropriate remedy, the repair will be provided without charge to the customer where required by applicable law.

Repairs should be completed within a reasonable time and without causing significant inconvenience to the customer.

If repair is impossible, disproportionate or unsuccessful, another appropriate remedy may be offered in accordance with applicable consumer law.

15. Replacements

Where replacement is an appropriate remedy and the same product is available, we may provide a replacement.

If the same product, size or colour is no longer available, we will discuss available remedies with you.

You will not be required to accept a different product instead of a remedy to which you are legally entitled.

16. Refunds for Faulty Goods

Where a refund is the appropriate remedy under applicable law, we will issue it to the original payment method unless another method is required or agreed.

We will notify you once the refund has been processed.

Your bank, card issuer or payment provider may require additional time for the refund to appear in your account.

17. Sale and Discounted Products

Products purchased during a sale, promotion or using a discount code have the same statutory rights relating to faults and product quality as full-price goods.

A reduced selling price does not remove a customer's legal rights regarding faulty goods.

18. Proof of Purchase

We may ask for reasonable proof that the product was purchased from FWSports Shoes.

Examples may include:

• Order confirmation
• Invoice
• Order number
• Payment record

UK guidance confirms that businesses may request proof of purchase and that this does not necessarily have to be the original receipt.

19. Products Purchased Elsewhere

This policy applies to products purchased directly from www.fwsportsshoes.com.

If you bought a product from another retailer, marketplace or website, you should normally contact the retailer from whom you made the purchase.

20. Normal Wear and Product Lifespan

Footwear is subject to wear during normal use.

The lifespan of a shoe varies depending on factors such as:

• Frequency of use
• Surface
• Activity
• Walking or running style
• Body weight
• Storage
• Cleaning and care

We therefore do not promise that every product will last for a specific number of months or miles unless a specific product guarantee expressly states this.

However, normal wear-and-tear exclusions do not remove rights relating to genuine manufacturing defects or goods that were not of satisfactory quality when supplied.

21. Waterproof and Performance Products

Terms such as waterproof, water-resistant, running, trail, cushioned, or similar performance descriptions refer to the relevant product characteristics.

Customers should use and care for products in accordance with the manufacturer's intended use and care guidance where available.

Performance characteristics may diminish through wear and use.

Any specific manufacturer claim displayed on a product page is intended to describe the third-party product and does not imply that FWSports Shoes engineered or manufactured that technology.

22. Our Commercial Warranty Position

Unless expressly stated on an individual product page, FWSports Shoes does not provide a separate additional commercial warranty with a fixed duration beyond the rights customers already have under applicable consumer law.

If we introduce a specific commercial warranty for a product in the future, we will clearly state:

• Who provides the warranty
• How long it lasts
• What it covers
• What it excludes
• How a customer makes a claim

before relying on that warranty in our marketing or product information.

23. Your Statutory Rights

Nothing in this Warranty & Faulty Goods Policy is intended to exclude, restrict or replace any mandatory statutory rights.

For UK consumers, these include rights relating to goods that are:

• Faulty
• Not as described
• Not of satisfactory quality
• Not fit for purpose

These rights exist independently of any manufacturer's warranty or voluntary guarantee.

24. Contact Information

FWSports Shoes
A trading name of Wellnessmasco LTD

Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623

Customer Service Hours:
Monday–Friday
09:00–17:00 GMT

Registered Office:
5 Cameron Terrace, Herbert Road, South Tottenham, London, England, N15 4FG, United Kingdom

Company Registration Number: 15150625

The registered office is our administrative address. Please contact us before returning merchandise so that we can provide the appropriate return location and instructions.