At Activinstinct, we are passionate about sports and understand why people participate in sports. At the end of the dat it is all about being competitive and enjoying the activity, whether you're competing against others or just against yourself. In fact passion, ambition, competition and the desire to outperform run through everything we do here, whether it is getting you the best products at the most competitive prices or giving you the best service before, during and after you shop with us.
A brief history
We started life over 20 years ago when Simon Millet founded his first Activinstinct shop in London. A keen sportsman, Simon wanted to set up a store selling performance sports equipment combined with a service to offer expert product advice, unlike the sports fashion stores that were taking over the high street at the time.
Over the years, these sports fashion stores have come to dominate the high street, making it difficult to buy anything but basic sports equipment from most stores, and the number selling performance sports equipment is very much in decline. This is what led to the website being launched with the aim of helping everyone who wanted access to performance sports equipment but did not have a store locally.
Over the last few years the business has grown from strength to strength, adding more sports categories and a growing team of sport-minded colleagues to service the increasing customer demand.
UK Delivery
Delivery is FREE within UK.
We think that you shouldn't have to worry about your goods reaching you, and that delivery should be as convenient and as easy as possible. For that reason we use Hermes, Royal Mail, DPD or UK mail to enable us to get your goods to you via a method that suits you best.
For your convenience you can choose any delivery address, be it at work, home, a neighbour or somewhere else. If you are not around when the courier attempts delivery then they will leave a card informing they called.
In most cases delivery will be on Monday - Friday between 9am and 9pm. If we dispatch your parcel using Royal Mail, a Saturday delivery may also be attempted.
International Delivery
Activinstinct delivers to over 100 countries worldwide. We think that you shouldn't have to worry about your goods reaching you, and that delivery should be as convenient and as easy as possible. For that reason we use a combination of trusted and reliable couriers and postal services to ensure you get your goods as quickly as possible.
When your order has been dispatched, we will send you an email informing you of the delivery method and a tracking number if applicable. Most goods sent out of the UK will be sent with DPD
Where do you deliver to?
We choose our couriers to ensure that we have a wide geographical coverage for deliveries. This means that we deliver to all parts of the UK, Europe and many countries around the globe - over 100 countries in fact. For more information about what countries we deliver to and the likely charges, please visit our International delivery tab. Please note that not all products offered on our site are available for delivery to some UK and international destinations, but this will be highlighted clearly. For further information on UK delivery please visit our UK delivery tab.
What do I do if I have received an incorrect item?
Mistakes are rare, but they do happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please contact customercare.ebay@activinstinct.com , where one of our helpful advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it.
What do I do if I receive a faulty product?
We have high standards at Activinstinct and only source products from high quality brands and suppliers. Most items sold on our website have a full manufacturer's warranty. If any product we supply fails prematurely due to a manufacturing defect we will be happy to assist you in providing a replacement or alternative product. However, due to the highly technical nature of many of our products, ahead of providing a replacement or alternative product, we are required to send all faulty products to the manufacturer for expert analysis. Please note this can take up to 28 days, however faulty items are normally replaced much quicker. In the event the manufacturer deems the product is not faulty, and damage was caused by mis-use, unfortunately we are not able to replace the item or offer an alternative. Please follow our easy returns process if you have a faulty item and we will be happy to assist you.
In the event that the product is deemed faulty on first inspection, and ahead of first use, please notify us (within 14 days of receipt), we will arrange a replacement immediately. Once the product has been used, all faults come under manufacturer's warranty and are bound by the process listed above. Please follow our easy returns process listed if you have a faulty item and we will be happy to assist you.
How do I return an order?
If you wish to return an order please request a return on eBay , fill in the returns form that you would have received with you order and post it to us.
Activinstinct Internet Returns
Kingsway Business Park
Rochdale
OL16 4FW
How long will it take to get my refund?
We aim to process your refund within 3 working days of receiving your goods back and you will get an email to let you know when we have processed it. We will refund the amount to the card you used to place the order and once we have processed it, you may need to allow another 5-10 days for the refund to appear credited back to your account depending on which card issuer or bank you are with.
Do you have size guides?
Yes we do, because lots of our brands and suppliers have subtle differences in their sizing so you'll find them where it most makes sense, on the product pages. Just look beneath the main product image and you'll see a little tab marked 'Size guide', click on this and an overlay will launch showing you all the information you need in a table.
Can you send my items as a "Gift" on the customs form?
At Activinstinct all our order processing and despatch systems are automated we cannot detail your item as a gift on the customs label.
If you wish to return an item, please request a return on eBay within 14 days of receiving your order.
We try to ensure that all our goods are exactly what you want and reach you in good condition, however, if you do need to return anything to us please read our policy below. We strongly recommend that if you do send something back to us, you use a recorded delivery service and retain your proof of sending in case it gets lost in transit. For a goodwill refund items must be unused and returned in the original packaging and in a re-saleable condition within 14 days of receipt of your goods. Please ensure your items are accompanied by a completed returns note which you would have received with your order.
What if I have received my parcel, but they were not the goods ordered?
Mistakes are rare, but they do happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please contact Customer Services by email customercare.ebay@activinstinct.com where one of our advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it. Customers must always send back their order with an accompanying returns form - this will ensure we can process your return quickly.
Exchanges
Currently we do not offer exchanges. If you are not satisfied with your purchase and would like a different product, please return the item for a refund and place a new order.
Unacceptable Returns
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.
Our team of experienced customer service colleagues are here to help, weather you want to place an order, get product advice or require post sales assistance just email customercare.ebay@activinstinct.com
