Terms and Conditions

Customer Information and Terms and Conditions for the United Kingdom

1. Applicability

These general terms and conditions apply to all orders through www.new-level.com ("the Website"). Please read these General Terms and Conditions carefully before ordering products from this Website. By ordering our products, you indicate that you consent to the conditions below and state that you are competent to enter into legally-binding contracts and are at least 18 years old. We recognize rules that differ from these General Terms and Conditions only if they are confirmed by us in writing. That also applies to a deviation from this clause requiring written documents.

2. Contracting Party

This Website, for the sale of goods via the Internet, is operated by New Level UK Ltd (Alte Whittle Road, Meir Park, Stoke-on-Trent, ST3 7QA), which is legally represented by James Burton, its Managing Director and Audrey Burton, its Finance & Operations Director. This is where you can place complaints or assert warranty claims.

Our customer service can be reached at support@new-level.co.uk

3. Formation of Contract

Your order on the Website is a binding offer for entering into the related contract to purchase from New Level UK Ltd. We are free to either accept this offer within 14 days of receipt or to reject them by sending you a statement to that effect. There is no binding contract to purchase formed until we have accepted your order. This acceptance is indicated by the shipment of the ordered goods.

We reserve the right to reject orders from customers if there is reason to believe that the customer is acting in contravention of the General Terms and Conditions, is involved in fraudulent activities or other activities of importance from a criminal law standpoint or any other material reason exists.

4. Availability

Products and prices are as shown on the Website; products are available as long as they are in stock. We reserve the right to change the products offered on the Website at any time without notice and to limit the number of items that may be purchased by a visitor.

There is no liability for lack of items in stock or for products not being available.

Any commercial resale or distribution of New Level UK Ltd products sold on the Website without expressed written consent from New Level UK Ltd is strictly prohibited.

Please note that after your order is confirmed, no requests to change or cancel can be considered.

5. Reservation of Performance for Undeliverable Goods

If the goods ordered cannot be delivered within 30 days following the day after your order, we may withdraw from the contract, even if we previously confirmed that we were entering into it. If we withdraw, you will be informed that the goods are not available and you will be reimbursed immediately for the consideration you have already provided.

6. Price and Additional Costs

The total price of your order, including all additional and shipping costs, was indicated on the previous page or will be shown at the end of the checkout process. By confirming the order, you state that you agree to the price for the goods. The price cannot be adjusted after the completion of the check-out process.

Fuel Fitness, Xterra Fitness, Sole Fitness and Spirit Fitness products are sold by New Level UK Ltd, which has its headquarters in the United Kingdom. We would like to point out that for foreign payments using credit cards, a foreign transaction fee (about 1-2%) may be charged by the institution that issued your credit card.

7. Payment conditions

The purchase price for goods ordered is due when you place your order through New Level UK Ltd online. Payment may be by credit card (by entering your card data on the Website), via Paypal (by clicking Paypal and logging into your Paypal account) or on consumer credit (if your completed finance application is approved).

If you pay with a credit card, we reserve the right to check the validity of the card and to monitor the availability parameters for collection and the address data. If the institution that issued the credit card refuses to make payment to us, we are not liable for delays or for failure to deliver.

Prepayment: For special orders (e.g. high order amount, Special Offers) New Level UK Ltd offers the possibility to pay via prepayment. New Level UK Ltd will send you a pro forma invoice via email for your review.  Your order will be processed upon receipt of your payment into our bank account. The amount is due for payment immediately.

Please transfer the amount to the account listed in the email containing your pro forma invoice. Please note that your bank may charge additional costs for international bank transfers.

In case the payment amount is not transferred to our bank account within 7 banking days after receiving the pro forma invoice, New Level UK Ltd has the right to cancel your order. .

8. Delivery and Reservation of Title

The following delivery guidelines are for mainland UK only:

  • Silver Delivery - Goods ordered are normally delivered to the delivery address you provide by our contracted pallet delivery service within 5-7 working days and will be delivered to curb side only. 
  • Gold delivery - Goods ordered are normally scheduled and/or delivered to the delivery address you provide by our contracted 2-man delivery service within 7-10 working days after the working day following your order to the room of your choice on the ground floor only. Our delivery service will contact you to arrange a suitable date and time to deliver your goods.
  • Platinum delivery - Service includes deliver, installation and demonstration of your goods to the room of your choice on ground floor only.  This delivery is normally 10-14 working days after the working day following your order and is subject to post code and customer availability. 

For all non-mainland UK orders normal delivery times are 10-14 working days. If you so request, we will make efforts to deliver the goods at a specific time, but generally cannot make binding promises to do so. Until the purchase price is paid in its entirety, the goods remain our property.

Upon receipt the shipment must be checked for accuracy, completeness and damage.  Any box damage should be noted on your delivery receipt.  New Level UK Ltd are not responsible for box damage not noted upon receipt of delivery.   

9. Right of withdrawal

As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us (New Level UK Ltd, Whittle Road, Meir Park, Stoke-on-Trent, Staffordshire, ST3 7QA UK, e-mail: info@new-level.co.uk fax 01782 314041) of your decision to withdraw from this contract by an explicit statement (e.g. a letter sent by post, fax or e-mail).

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you wish to withdraw from this contract, we must be informed in writing within 14 days of receipt of the goods. We will then contact you to make arrangements for return of the goods. To obtain a full refund the item(s) must be returned back to us in the original packaging, unused and in saleable condition within 14 days of your cancellation notification. We will then issue a refund for the item(s) purchase price (standard delivery is included in purchase price). Any additional delivery costs included in the original purchase, including installation, 1st floor deliveries, expedited service, etc will not be reimbursed.  You will be responsible for the cost of returning the item(s), and the item(s) are your responsibility until they reach us. It is recommended you use a secure delivery method that requires a signature on receipt.  If the goods are not returned to us in the original packaging and in an unused and saleable condition we reserve the right to reduce the refund to reflect the diminished value.

We will withhold reimbursement until we have received the goods back.

All refunds will be reimbursed using the same method that was used to purchase the goods.

10. Warranty

The following warranty periods are offered on New Level UK’s specific sector and brands:

Domestic Use Products

  • Spirit Fitness Home – 3 years labour, lifetime parts
  • Sole Fitness Home – 3 years labour, lifetime parts
  • Xterra Fitness Home – 2 Years labour, 5 years parts
  • Tsunami Pro Indoor Cycle Home Use – 2 years labour and parts
  • Fuel Fitness Home – 2 year labour, 5 years parts

Commercial Use Products

  • Spirit Fitness 800 Series – 2 years labour and parts
  • Spirit Fitness Light Commercial – 2 years labour and parts (up to 3 hours usage per day)
  • Spirit Fitness Strength Series – 2 years labour and parts, 1 year upholstery
  • Tsunami Pro Indoor Cycle Commercial Use – 1 year labour, 2 year parts, 1 year saddle & pedals

New Level UK Ltd reserves the right to alter warranty periods.  Some products, such of discontinued items, refurbished items or sale items may have altered warranty periods, but will be noted on the respective product pages. 

All warranties are non-transferrable.  New Level UK Ltd reserves the right to void any warranty due to the following:

  • Incorrect usage
  • Lack of preventative maintenance
  • User error
  • Failure to comply with safety instructions
  • Usage outside of product specification
  • Usage and storage in unsuitable environment
  • Purchases made from unauthorized retailer

New Level UK Ltd reserves the right to request payment for faults and failures due to incorrect assembly of machines.  These costs could include engineer labour, parts and delivery.  Pro forma invoice will be issued and will need to be paid prior to any parts being sent or engineer appointment being arranged.

For information regarding warranties on any specific product or usage please contact us at 01782 593533 or email support@new-level.co.uk

11. Liability

New Level UK Ltd is only liable to you for damage caused intentionally or by gross negligence.

This limitation of liability applies to all claims for damages, regardless of the legal basis, to include unauthorized actions; they do not apply to any liability that may apply under the Product Liability Act, some other warranted characteristic or injury to life or limb.

Exemption from or limitation on liability for damages under the previous paragraphs also applies to any claims that may exist against employees or agents of New Level UK Ltd

12. Severability Clause

If one of the provisions of these General Terms and Conditions is or becomes invalid or unenforceable, that will not affect the effect of the other provisions.

13. Prohibition against Assignment

You may assign your rights under this contract to third parties only with the consent of New Level UK Ltd

14. Applicable Law

Contracts entered into under these General Terms and Conditions are subject to UK law to the exclusion of any referrals to foreign law. The United Nations Convention on Contracts for the International Sale of Goods does not apply. This choice of law only applies to the extent that there are no pre-emptive provisions of the law of the state in which the consumer has his usual residence prohibiting it.