Terms of service

1. Who we are

This website is operated by us Ascend Active Ltd 
Registered address:

Office 14365
182-184 High Street North
East Ham
London
E6 2JA


Company number: 16694736 


Email: Support@ascendactive.co.uk

2. Scope of these terms

These Terms & Conditions govern (a) your use of https://ascendactive.co.uk (the “Site”) and (b) any purchase of products from us (the “Contract”). By using the Site or placing an order, you agree to these Terms.

3. Eligibility & account

  • You must be at least 18 and resident in the UK to purchase.

  • Keep account details secure; you are responsible for all activity under your login.

  • We may suspend or close accounts for suspected fraud, abuse, chargeback misuse, or breach of these Terms.

4. Product information & sizing

  • We take reasonable care that descriptions, images, and sizing guides are accurate, but minor variations may occur (e.g., colour differences due to screen settings).

  • Sizing guides are indicative; fit may vary by body type and fabric behaviour.

5. Ordering & contract formation

  • Your order is an offer to buy. We’ll acknowledge receipt by email; acceptance occurs only when we send a Dispatch Confirmation.

  • If we cannot accept your order (e.g., stock error, pricing mistake, failed checks), we’ll cancel and refund any payment taken.

  • We may limit quantities per customer/household and refuse any order at our discretion.

6. Pricing, VAT & payment

  • Prices are shown in GBP and include UK VAT (where applicable). Delivery costs are shown at checkout.

  • We may change prices at any time before acceptance.

  • We use third-party payment processors; payment methods accepted are listed at checkout. Your card may be pre-authorised at order placement.

6.1 Pricing/typographical errors

If a product is incorrectly priced:

  • Before dispatch: we may cancel or contact you to confirm the corrected price.

  • After dispatch: if the pricing error is obvious and could reasonably have been recognised as a mistake, we may rescind the contract and request return/refund of the product at our cost.

7. Delivery

  • Standard delivery times and charges are shown at checkout and in our Shipping Policy. Times are estimates only.

  • Risk in goods passes to you upon delivery to the address provided (or to your nominated safe place/neighbour/locker).

  • Please ensure address details are accurate; we aren’t liable for non-delivery due to incorrect/incomplete addresses provided by you.

  • If you refuse delivery or miss repeated attempts, we may return the parcel and deduct reasonable delivery/return costs from any refund (statutory rights unaffected).

8. Ownership

Title to goods passes only when we receive full payment (including delivery).

9. Your right to cancel (distance selling)

For most products bought online, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

  • Cooling-off period: 14 days starting the day after you (or your nominee) receive the goods.

  • How to cancel: Use the Model Cancellation Form in Section 17 or email support@ascendactive.co.uk with your order number and a clear statement. You must send the goods back within 14 days of telling us you’ve cancelled.

  • Condition: You may inspect items as you would in a shop. You are liable for any diminished value resulting from unnecessary handling (e.g., worn, washed, stained, heavily fragranced, tags removed).

  • Hygiene: For apparel that is close to the body (e.g., unitards), please try on over underwear. We may refuse or reduce refunds for items returned worn/soiled or without hygiene seals (where applicable).

  • Refunds: We’ll refund the product price and the standard delivery cost (not any premium/express upgrade) within 14 days from when we receive the return (or evidence of posting).

  • Return costs: Unless the item is faulty or misdescribed, you must pay the return postage. Use a tracked service and keep proof of posting.

Exceptions: Bespoke/personalised goods or items sealed for hygiene reasons that were unsealed after delivery may not be cancellable if they meet the statutory criteria. We currently [DO/DO NOT] sell such items.

10. Faulty or misdescribed goods (your statutory rights)

Your rights under the Consumer Rights Act 2015 apply:

  • Within 30 days: short-term right to reject for a full refund if goods are faulty.

  • Within 6 months: we’ll presume the fault was present unless we prove otherwise; you can request repair/replacement. If unsuccessful, you can choose a price reduction or refund.

  • Up to 6 years: you may have a remedy if goods were not of satisfactory quality, fit for purpose, or as described.
    To start a claim, contact support@ascendactive.co.uk with your order number, photos, and a description of the issue.

11. Returns process (all cases)

  1. Request return authorisation via [RETURNS PORTAL URL / EMAIL].

  2. Pack items securely with original tags and any hygiene seals intact.

  3. Use a tracked service and retain proof of posting.

  4. Once inspected, we’ll confirm the outcome by email.

We may refuse or adjust refunds where items are missing, used beyond necessary inspection, damaged in transit due to inadequate packaging, or returned outside the stated time frames (unless you notified cancellation within the cooling-off window).

12. Promotions, bundles & gift cards

  • Promo codes must be entered at checkout, are single-use unless stated, non-transferable, may have category/item exclusions, minimum spend, or expiry dates, and cannot be combined unless expressly allowed.

  • Where a purchase includes discounted bundles/multi-buy offers, refunds are calculated proportionally to reflect the effective per-item price paid.

  • If a refund brings your order below a promotion threshold (e.g., “free shipping over £X”), we may deduct the foregone benefit from the refund.

  • Gift cards: valid for 6 months from purchase, cannot be exchanged for cash (unless required by law), and lost/stolen cards will not be replaced. Treat them like cash.

13. Fair use, fraud & returns abuse

We aim to be fair, but we investigate patterns such as unusually high returns, wardrobe-wearing (use then return), claim cycling (repeated non-receipt/“missing item” claims), chargeback abuse, or reselling.

  • We may require ID/address verification, adjust or refuse returns, deactivate accounts, or restrict future orders.

  • This does not affect your statutory rights for faulty items.

14. User-generated content & social tags

If you submit content to us (e.g., by email, reviews, or tagging @ascendactive.uk/ACND.uk with #YesAscendActive or replying “YES” to a usage request), you grant us a worldwide, royalty-free, perpetual licence to use, reproduce, edit, and share that content in any media for marketing and promotional purposes. You confirm you own the content/rights, have permission from anyone featured, and that the content is lawful and non-infringing. You can withdraw consent for future use by emailing Marketing@ascendactive.co.uk (we can’t unpublish past printed materials or posts already in the wild).

15. Intellectual property

All trademarks, logos, images, copy, and designs on the Site are owned by or licensed to us. You may not use them without our prior written consent.

16. Website use & acceptable use

  • Don’t misuse the Site (e.g., introduce malware, attempt unauthorised access, scrape at scale, or use automated purchasing/bots without permission).

  • We may suspend the Site for maintenance or security; we are not liable for unavailability.

17. Model Cancellation Form (CCR 2013)

(Complete and return only if you wish to cancel the contract)

To: Ascend Active Ltd, RETURNS ADDRESS, returns@ascendactive.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number: _______ | Ordered on/received on: _______
Name of consumer(s): _______
Address of consumer(s): _______
Email: _______
Date: _______

18. Liability

  • Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any rights you have under consumer law.

  • We are not liable for: loss not caused by our breach; business losses (including loss of profits, revenue, data, goodwill); or losses that were not foreseeable when the contract was formed.

  • Cap: For non-excluded losses, our total liability for any single order is limited to the amount you paid for that order.

19. Events outside our control (force majeure)

We aren’t liable for delay or failure caused by events beyond our reasonable control (e.g., strikes, lockdowns, carrier failures, extreme weather, cyber incidents). If this happens, we’ll inform you and take reasonable steps to minimise impact.

20. Complaints & dispute resolution

We aim to resolve complaints promptly—contact complaints@ascendactive.co.uk
We are not obliged to but are WILLING to engage in Alternative Dispute Resolution (ADR). If we agree to ADR for a dispute, we’ll provide details of an appropriate ADR provider.

21. Privacy & cookies

Your personal data is handled in accordance with our Privacy Policy and Cookie Policy, which form part of these Terms. We comply with UK GDPR and the Data Protection Act 2018.

22. Transfer of rights

We may transfer our rights and obligations under a contract to another organisation; this won’t affect your statutory rights. You may only transfer your rights with our consent.

23. Severance

If any part of these Terms is found unlawful or unenforceable, the remainder remains in effect.

24. Waiver

A delay or failure to enforce a right does not waive that right.

25. Governing law & jurisdiction

These Terms and any disputes or claims (including non-contractual) are governed by the laws of England and Wales. You and we agree to the exclusive jurisdiction of the courts of England and Wales.