Terms of service

KEFL TERMS AND CONDITIONS

Last updated: 21 September 2026

These Terms and Conditions apply to purchases made from KEFL through our website. Please read them before placing an order.

Nothing in these Terms excludes, restricts or affects any statutory right that cannot lawfully be excluded or restricted.

1. About Us

KEFL is a trading name of Scarlet LTD, a company registered in England and Wales.

Company number: 12874546

Registered office: 309 Hoe Street, Walthamstow, London, United Kingdom, E17 9BG

VAT number: GB359370766

Customer support: support@kefl.co.uk

References to “KEFL”, “we”, “us” or “our” mean Scarlet LTD trading as KEFL. References to “you” or “your” mean the person or organisation placing the order.

2. Orders and Contract Formation

You must be at least 18 years old and legally capable of entering into a binding contract to place an order.

Placing an order is an offer to purchase the products in that order. An automated order acknowledgement or payment confirmation only confirms receipt of your order and does not constitute acceptance.

A binding contract is formed when we dispatch the relevant goods and send confirmation of dispatch. Where an order is dispatched separately, acceptance may occur separately for each shipment.

Before dispatch, we may reasonably refuse, limit or cancel an order where, for example:

a product is unavailable;

stock, pricing, product or promotional information is incorrect;

an unintended discount has been applied;

a product was accidentally available because of website testing or maintenance;

a technical, administrative or system error occurred;

payment cannot be authorised;

we cannot reasonably deliver to the address supplied;

an order exceeds reasonable quantity limits;

we reasonably suspect fraud, unauthorised payment or misuse; or

another legitimate reason prevents fulfilment.

If payment has already been taken for a cancelled product, we will refund the amount paid.

3. Prices, Promotions and Discount Codes

Prices are displayed in GBP (£) and include VAT where applicable. Any applicable delivery charges will be shown at checkout.

We take reasonable care to ensure prices, descriptions, promotions and stock information are accurate, but errors may occur.

If an obvious pricing, promotional, technical or listing error is discovered before dispatch, we are not obliged to supply the product on the incorrect terms. We may offer the correct price or a suitable alternative, remove the affected product, or cancel it and refund the amount paid.

Unless expressly stated otherwise, promotional codes:

must be entered correctly at checkout;

cannot normally be applied retrospectively;

cannot be exchanged for cash;

apply only to eligible products; and

do not guarantee availability.

Only one promotional code may be used per order unless otherwise stated.

If we voluntarily apply a missed discount or provide another promotional benefit after an order is placed, this is a goodwill gesture and does not create an obligation to do so again.

4. Gift Cards

Gift cards may be purchased or issued subject to any additional conditions displayed at the time.

Gift cards cannot be exchanged for cash except where required by law and must not be resold. You are responsible for keeping gift card codes secure.

Unless expressly stated otherwise at the time of issue, KEFL gift cards do not expire.

Where a gift card balance was created or applied because of fraud or an obvious technical, administrative or pricing error, we may cancel or correct it before a binding contract for an affected order has been formed.

5. Payment and Ownership

You must provide complete and accurate payment, billing and contact information and be authorised to use the payment method provided.

Orders will normally only be dispatched after payment authorisation. We may carry out reasonable payment and fraud-prevention checks.

Ownership of the goods passes to you once payment has been received in full.

6. Availability and Pre-Orders

All products are subject to availability. Stock information may occasionally become inaccurate because of simultaneous orders, stock discrepancies, damaged inventory or system errors.

If a product becomes unavailable, we may offer an alternative, hold the relevant part of the order until stock arrives, dispatch available products separately, or refund the unavailable product.

Products described as pre-order, backorder, coming soon or otherwise awaiting stock are not immediately available.

Any estimated restock, arrival, delivery or dispatch date is an estimate only unless we expressly agree a specific date with you.

Dates may change because of manufacturing, suppliers, shipping, customs, ports, couriers or other circumstances. A change to an estimated date does not by itself mean KEFL guaranteed the original date.

Nothing in this clause affects statutory cancellation or delivery rights.

7. Product Descriptions, Images and Packaging

We make reasonable efforts to describe products accurately.

Product images are illustrative and minor variations may occur because of manufacturing batches, materials, lighting, photography, screens, minor product improvements or packaging changes.

A minor variation that does not materially affect safety, function or quality does not necessarily mean the product is faulty or incorrectly supplied.

Packaging may differ from that shown online.

8. Delivery

Unless we expressly agree a specific delivery date, delivery times displayed on our website, at checkout, in tracking or in communications are estimates.

We will deliver within the period required by applicable law.

We currently deliver within Great Britain and Northern Ireland. Orders to addresses outside these areas may be refused before acceptance.

Weekends, bank holidays, courier capacity, adverse weather and circumstances outside our reasonable control may affect delivery.

9. Split Shipments and Tracking

Orders may be dispatched in more than one parcel, particularly where an order contains multiple, large or heavy items. Each parcel may be processed separately and may have its own tracking number.

Due to the size, weight and handling requirements of some products, couriers may not deliver all parcels forming part of the same order at the same time or on the same day. The delivery of one parcel does not necessarily mean that the remaining parcel(s) are missing or delayed.

If you receive only part of your order, please check all tracking information provided and allow at least 48 hours for any remaining parcel(s) to arrive, as they may still be in transit through the courier's network.

If the remaining parcel(s) have not arrived after 48 hours, please contact support@kefl.co.uk with your order number and details of the items received and/or missing. We will then investigate the matter with the courier where appropriate.

Tracking information may be provided separately for different parcels and may update at different times. Courier tracking estimates are provided for guidance and are not guaranteed delivery times unless expressly agreed otherwise.

10. Delivery Address

You are responsible for providing and checking a complete and accurate delivery address before submitting your order, including any relevant building, flat, unit or company information.

This applies whether information was entered manually, automatically populated, saved by your device or supplied through an express-payment service or digital wallet.

If you identify an error, contact us immediately. We cannot guarantee changes once processing or dispatch has begun.

Where an incorrect or incomplete address supplied by you causes failed or delayed delivery, attempted delivery to the wrong location, return to sender or additional courier charges, you must reasonably assist with recovery or redirection.

If the parcel is returned to us, we may require payment of the reasonable additional redelivery cost before sending it again and may recover reasonable additional courier or return-to-sender costs where legally permitted.

Nothing in this clause changes the statutory rules governing when risk passes to a consumer.

11. Failed Delivery and Failure to Collect

You are responsible for making reasonable arrangements to receive your delivery.

Following an unsuccessful delivery, a courier may attempt delivery again, request rearrangement, deliver to an authorised collection point or follow delivery instructions authorised by you.

Where a parcel is returned because you:

supplied an incorrect or incomplete address;

failed to collect it within the applicable period;

failed to make reasonable arrangements following delivery attempts; or

refused delivery without a valid legal reason,

we may require payment of reasonable additional redelivery costs and, where legally permitted, reasonable return-to-sender costs caused by circumstances within your control.

12. Safe Places, Neighbours and Delivery Instructions

You are responsible for ensuring that any delivery arrangement specifically authorised by you is suitable.

This includes a nominated safe place, neighbour, reception, concierge, other person or location, or delivery preferences set directly with the courier.

Where goods are delivered in accordance with instructions specifically provided or authorised by you, responsibility for subsequent loss or theft may pass to you to the extent permitted by law.

Nothing in this clause transfers risk earlier than permitted by consumer law.

13. Delivery Problems and Proof of Delivery

For routine issues such as missed deliveries, collection points, rearranging delivery or tracking enquiries, we recommend contacting the courier first because it will often have the most current information.

This is not a condition of exercising your statutory rights and does not remove KEFL's responsibilities as a retailer.

If tracking shows delivered but you cannot locate the parcel, please check the delivery photograph, immediate area, nominated safe place, household members, neighbours and, where applicable, reception or building management.

If it remains missing, contact KEFL.

When investigating delivery, we may consider evidence including:

tracking and courier scans;

GPS/geolocation information;

delivery photographs;

signatures and timestamps;

driver records;

delivery or safe-place instructions;

neighbour nominations; and

courier correspondence.

Courier evidence may support that delivery occurred but does not automatically override statutory rights.

Where evidence establishes that goods were not properly delivered, we will provide the remedy required by law.

14. Delivery Investigations

Where an order or parcel has not been received, is significantly delayed, or is reported as missing despite tracking information, we may need to investigate the delivery with the relevant courier before determining the appropriate resolution.

Courier investigations and lost-parcel procedures can take time. Where reasonably required, we may allow up to 14 working days from the date of dispatch, or such other reasonable period required by the relevant courier, before a parcel is treated as lost.

During an investigation, we may review or obtain information including tracking scans, delivery attempts, proof of delivery, GPS or location data, delivery photographs, signatures, timestamps and other information supplied by the courier. Such information will be considered alongside the circumstances of the delivery and will not necessarily be treated as conclusive on its own.

We may ask you to provide reasonable information or confirmation to assist with the investigation, including confirming that the parcel has not been received, checking with members of your household, neighbours or any nominated safe place, and completing any declaration or missing-parcel form reasonably required by us or the courier.

You must provide reasonable cooperation with any delivery investigation. A failure to provide information reasonably required to investigate the delivery may delay our ability to resolve the matter.

Where the investigation establishes that the parcel has been lost or has otherwise not been successfully delivered, we will provide the appropriate remedy in accordance with your legal rights and these Terms.

Nothing in this clause limits or excludes your statutory rights.

15. Damaged, Missing or Incorrect Deliveries

Please inspect deliveries as soon as reasonably possible.

If a product or packaging arrives significantly damaged, retain the packaging and contact us promptly.

We may reasonably request photographs of the product, damage, internal/external packaging, shipping label and contents.

Damage to external packaging alone does not necessarily mean the product itself is damaged or faulty.

If an item appears missing, first check whether the order was dispatched in multiple parcels.

Where goods are established as damaged when supplied, missing or incorrectly supplied, we will provide the appropriate legal remedy.

16. Risk

For consumer purchases, risk passes in accordance with applicable consumer law, generally when the goods come into your physical possession or that of a person identified by you to receive them.

Where you specifically authorise another delivery arrangement, the applicable statutory rules will apply.

17. Consumer Cancellation and Change-of-Mind Returns

Consumers generally have a statutory right to cancel most online purchases without giving a reason, subject to applicable exceptions.

For a single item, the cancellation period generally expires 14 days after the day on which you, or a person identified by you, acquires physical possession.

For orders involving goods delivered separately or in multiple lots or pieces, the applicable statutory rules determine the cancellation period, which may run from receipt of the final relevant item, lot or piece.

How to Arrange a Return

To cancel or return a purchase, contact support@kefl.co.uk with your order details. We will provide the applicable return instructions and next steps.

Your email or other clear communication telling us that you wish to cancel may itself constitute notice of statutory cancellation. You do not need KEFL's permission to exercise a statutory cancellation right.

However, you should not simply send goods to an address without obtaining the applicable return instructions first, as arrangements may differ depending on the product, size, weight and circumstances.

KEFL does not operate an automatic or self-service returns process.

Following valid statutory cancellation, goods must be returned without undue delay and generally within 14 days after the day you informed us of cancellation, unless another lawful arrangement is agreed.

Unless goods are faulty, incorrectly supplied or KEFL is otherwise legally responsible for the return cost, you are responsible for the direct cost of a change-of-mind return.

For goods that cannot normally be returned by post, applicable return-cost information will be provided where required by law.

18. Condition of Change-of-Mind Returns and Diminished Value

You may inspect and handle goods only as reasonably necessary to establish their nature, characteristics and functioning, broadly comparable with what could reasonably be done in a shop.

Returned products should include their original packaging, components, accessories, fixings, manuals and other supplied items.

Where handling beyond what was reasonably necessary reduces the value of the goods, we may make a lawful deduction from the refund reflecting the actual diminished value.

This may include value lost because of:

scratches, marks, stains or damage;

excessive use;

unnecessary assembly or use;

missing parts, accessories, fixings or manuals;

damage during dismantling or repacking; or

return-transit damage caused by inadequate packaging.

A deduction may be substantial and, where the product's value has genuinely been reduced by the full contract price, may amount to 100% of the product price where legally permitted.

This is not a fixed fee, penalty or restocking charge. Any deduction will reflect actual diminished value and will only be made where legally permitted.

Missing original packaging does not automatically remove cancellation rights, although any actual reduction in value caused by missing or inadequate packaging may be relevant.

This clause does not reduce rights concerning goods that were faulty, damaged when supplied, incorrectly supplied or otherwise non-conforming.

19. Packaging and Returning Goods

You are responsible for securely packaging returns.

We strongly recommend original packaging for heavy fitness equipment. Where unavailable, suitable alternative packaging must provide adequate protection, and heavy items must be secured against movement.

Where you arrange your own return, we strongly recommend a tracked service and appropriate insurance. Retain proof of postage or collection.

Where KEFL provides a prepaid label, collection or specific return instructions, you should follow them unless otherwise agreed.

Responsibility for return transit will be determined in accordance with applicable law.

20. Refunds Following Consumer Cancellation

Where a refund is due following statutory cancellation, we will reimburse the amount due within the legally required timescale, normally using the original payment method.

Where permitted by law, we may withhold reimbursement until we receive the goods or evidence that they have been returned, whichever occurs first.

If you selected delivery more expensive than our least expensive standard option, reimbursement of the original delivery cost may be limited to the cost of that standard option where legally permitted.

Any lawful diminished-value deduction may be made under Clause 18.

Refunds, credits, discounts, partial refunds, free delivery or compensation provided beyond your legal entitlement are goodwill gestures and do not create an obligation to provide the same outcome in another case.

21. Cancellation Before Dispatch

To request cancellation before dispatch, contact support@kefl.co.uk as soon as possible.

We will make reasonable efforts to stop the order but cannot guarantee cancellation once fulfilment or dispatch has begun.

If the order has already been dispatched, we may be unable to stop the delivery. You may still exercise any applicable statutory cancellation rights. Where you cancel because you have changed your mind, the return will be handled in accordance with Clauses 17–20, including your responsibility for the direct cost of returning the goods where applicable.

Faults, Assembly And Product Use

22. Faulty Products and Consumer Rights

We are legally required to supply goods that conform to the contract. Nothing in these Terms restricts rights under the Consumer Rights Act 2015.

Depending on the statutory requirements and circumstances:

consumers generally have a 30-day short-term right to reject qualifying non-conforming goods;

after that, repair or replacement will generally be the first-tier remedy, subject to statutory rules concerning impossibility and disproportionate cost; and

where applicable statutory conditions are subsequently satisfied, a price reduction or final right to reject may be available.

Any refund following a final right to reject will be calculated in accordance with applicable law, including any lawful deduction for use where permitted.

Where relevant non-conformity becomes apparent within the first six months, the applicable statutory presumption concerning whether it existed at delivery will apply.

This does not mean every problem arising within six months is automatically a fault for which KEFL is legally responsible.

Evidence that an issue resulted from accidental damage, misuse, incorrect assembly, inappropriate storage, overloading, modification or another event occurring after delivery may be relevant.

After the applicable six-month period, the consumer will generally need to establish, where required by law, that the relevant lack of conformity existed at the relevant statutory time.

To report a suspected fault, contact support@kefl.co.uk with your order number and details. We may reasonably request photographs, videos or other information and, where reasonably required, arrange inspection or return.

23. Misuse, Incorrect Assembly and Non-Fault Returns

Where assembly or installation is required, you are responsible for following applicable instructions and safety information.

Damage or failure caused by incorrect assembly or installation, incorrectly fitted or cross-threaded components, unsecured fixings, modification, misuse, accidental damage, overloading, inappropriate storage or failure to carry out reasonable maintenance will not constitute an inherent product fault to the extent caused by those matters.

We may reasonably request evidence concerning assembly, installation, use, maintenance and the circumstances of a reported issue.

Collection Costs Where No Fault Is Established

Where you report a product as faulty, damaged or otherwise non-conforming and KEFL reasonably arranges or pays for collection or return on that basis, we may inspect the product and circumstances of the claim.

If reasonable inspection establishes that:

the reported fault is not present; or

the issue was caused by misuse, incorrect assembly, accidental damage, overloading, inappropriate storage, modification or another matter for which KEFL is not legally responsible,

we may recover the reasonable and proportionate collection, return and/or redelivery costs incurred as a result of the claim, where legally permitted.

Where a refund or other amount is otherwise payable, we may deduct those reasonable costs from that amount where legally permitted.

We will not charge those costs where inspection establishes that the product was faulty, damaged when supplied, incorrectly supplied or otherwise failed to conform in a way for which KEFL is legally responsible.

We do not impose a fixed fault-assessment, administration or penalty fee.

Nothing in this clause restricts statutory consumer rights.

24. Weight Limits, Environment, Maintenance and Wear

You must comply with stated maximum weight, user-weight, load and other capacities and must not use products outside their intended purpose.

Weights must not be dropped onto equipment unless that equipment is specifically designed and described as suitable for such use.

Products must be installed and used in a reasonably suitable location with appropriate space, clearance, surface and environmental conditions.

Unless expressly suitable for outdoor use, products should not be exposed to rain, flooding, excessive moisture or other conditions likely to cause deterioration.

Damage caused by overloading, inappropriate use, unsuitable storage or environmental exposure is not an inherent fault to the extent caused by those circumstances.

Fitness equipment should be reasonably inspected and maintained. Relevant fixings, bolts, cables, moving parts and safety-critical components should be checked periodically.

Do not continue using equipment that appears damaged, unstable, excessively worn or unsafe.

Ordinary cosmetic scuffs, surface marks and deterioration consistent with reasonable age and use do not necessarily constitute faults.

25. Product Safety

Products must be used only for their stated or reasonably apparent intended purpose and in accordance with applicable instructions and warnings.

You must not continue using a product where you know, or reasonably ought to know, that continued use would be unsafe.

Where appropriate, consider obtaining professional advice before undertaking exercise if you are uncertain about your suitability.

KEFL will not be responsible for injury, loss or damage to the extent caused by misuse, incorrect assembly, unauthorised modification, failure to follow instructions or use contrary to the intended purpose, except where liability cannot lawfully be excluded or restricted.

Nothing in this clause affects statutory obligations concerning satisfactory quality, fitness for a particular purpose or conformity with description.

Fraud, Chargebacks And Customer Conduct

26. Fraudulent or Misleading Claims

We may investigate suspected fraudulent, deliberately misleading or abusive claims using relevant information including order records, courier evidence, customer communications, return information and payment records.

Nothing prevents a genuine claim or exercise of statutory rights.

Where we reasonably suspect fraud or deliberate misrepresentation, we may take lawful and proportionate steps to protect our legitimate interests, including providing relevant information to payment providers, couriers, fraud-prevention services or law-enforcement authorities where appropriate and lawful.

27. Chargebacks and Duplicate Recovery

Customers remain responsible for amounts lawfully due.

Where you have already received a refund, replacement or other financial resolution, you must not knowingly seek duplicate recovery of the same amount through a bank, card issuer or payment provider.

We may challenge payment disputes we reasonably believe are incorrect, fraudulent or duplicative and may provide relevant evidence including tracking, proof of delivery, communications and refund records.

Where duplicate recovery leaves money lawfully due to KEFL, we may seek recovery through lawful means.

Nothing restricts your right to raise a genuine payment dispute.

28. Refusal of Future Orders

We may refuse future orders or restrict use of our services where we reasonably believe a person has engaged in fraud, deliberate misuse of chargebacks, repeated deliberately false claims, deliberate abuse of returns/refunds, seriously abusive or threatening behaviour, or other unlawful or seriously improper conduct.

This does not affect statutory rights concerning an existing contract.

29. Business Purchases

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A business customer purchases wholly or mainly for purposes relating to such activities.

The purpose of the purchase determines status, not simply the delivery location.

Statutory consumer cancellation rights do not apply to business purchases.

Non-faulty goods purchased by a business customer may only be returned with our prior written agreement and subject to any conditions agreed by us.

A business purchasing for commercial use, including for a gym, studio, school, organisation, workplace or resale, is responsible for ensuring products are appropriate for its intended commercial application, subject to obligations on KEFL that cannot lawfully be excluded.

30. Business Liability

For business customers, subject to the Unfair Contract Terms Act 1977 and any applicable requirement of reasonableness, to the fullest extent permitted by law KEFL will not be liable for loss of profit, revenue, business, contracts, anticipated savings, business interruption, business opportunity, or indirect or consequential business loss.

Subject to applicable law and reasonableness requirements, our aggregate liability arising from the relevant order will not exceed the amount paid for the product or products giving rise to the claim.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.

31. Events Outside Our Reasonable Control

We will not be responsible for delay or failure to perform to the extent caused by circumstances outside our reasonable control, including severe weather, courier/transport disruption, industrial action, port or customs disruption, natural disasters, major infrastructure failures or supplier disruption.

Nothing in this clause excludes statutory cancellation, refund or delivery remedies that cannot lawfully be excluded.

32. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot legally be restricted.

Subject to this, we will not be responsible for losses that were not reasonably foreseeable when the contract was formed, to the extent permitted by law.

33. Intellectual Property

KEFL/Scarlet LTD owns or licenses the website's photographs, product images, graphics, text, logos, trademarks, branding and other content.

You may not reproduce, distribute or commercially exploit this intellectual property without prior written permission.

34. Customer Reviews and User Content

Where our website permits reviews, ratings, photographs, questions or other user content, you confirm that content you submit is genuine and based on your own experience and that any incentive has been appropriately disclosed.

You grant KEFL a non-exclusive, royalty-free licence to display, reproduce and use submitted content in connection with our business, including our website and marketing.

Reviews described as verified indicate that the reviewer purchased the relevant product from us.

We do not create, commission or publish fake reviews or pay for positive reviews.

We may remove or decline fraudulent, fake, defamatory, unlawful, abusive or rights-infringing content. Nothing prevents a genuine negative review based on a customer's real experience.

35. Privacy

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

Information may be shared with couriers, payment providers and relevant service providers where reasonably necessary to process payments, fulfil orders, deliver products, investigate delivery issues, process returns, prevent/investigate fraud or provide customer support.

36. Complaints and ADR

Complaints should be sent to support@kefl.co.uk with the relevant order number and sufficient information for investigation.

We will make reasonable efforts to investigate and respond.

Where applicable law requires us to provide information concerning Alternative Dispute Resolution or another complaint-resolution arrangement, we will provide the required information.

Participation in ADR will apply where required by law, contract or another binding obligation, or where KEFL otherwise expressly agrees to participate.

37. Goodwill and No Waiver

Failure to immediately exercise a contractual right does not waive that right.

A refund, replacement, credit, free delivery, discount, partial refund or other goodwill resolution beyond a customer's legal entitlement does not create an obligation to provide the same resolution in another case.

38. Entire Agreement

These Terms, together with applicable order information and policies incorporated into the contract, set out the agreement relating to your order.

Nothing in this clause excludes liability for fraud or affects statements or rights that applicable law does not permit us to exclude.

39. Notices

Notices to KEFL should be sent to the customer-support contact stated in Clause 1 or another address we notify to you.

We may contact you using the email address supplied with your order or another method permitted or required by law.

40. Severability

Each provision operates separately. If part of these Terms is unlawful, invalid or unenforceable, the remaining provisions continue in effect.

41. Transfer

We may transfer our contractual rights and obligations to another organisation where permitted by law, provided this does not reduce your statutory rights.

You may transfer your rights or obligations where permitted by law or with our agreement.

42. Third-Party Rights

The contract is between you and KEFL. Unless expressly provided otherwise or required by law, no other person may enforce it.

43. Changes to These Terms

We may update these Terms from time to time.

The Terms generally applicable to an order are those in effect when the order was placed, except where changes are required by law.

Changes will not retrospectively remove existing contractual or statutory rights.

44. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

If you are a consumer, nothing in this clause removes mandatory rights concerning applicable law or the courts in which proceedings may be brought.

45. Statutory Rights

Nothing in these Terms excludes, restricts or replaces rights provided to consumers under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where these Terms conflict with a statutory right that cannot lawfully be excluded or restricted, that statutory right applies.