Under Shop → Your orders you see what you ordered and how it’s going.
Ready to collect. You get a notification when your order is at the front desk. If you haven’t paid yet, you pay there.
On its way. If your gym sends it, you get a notification with the tracking. You can also open it with your order.
Not paid? If you abandoned paying online and didn’t pay, the order lapses after a while. The products go back into the shop, and a gift card you used gets its balance back. You’ll be notified.
Returns and cooling-off period. What your gym says about this, you read in your basket before you pay. By default you have fourteen days to change your mind: send it back unused or take it to the front desk.
Withdrawing in the app. Within fourteen days of collection or dispatch, your order shows Withdraw from this order. If it wasn’t paid yet, it’s cancelled straight away. If it was paid, you bring or send the items back and your gym refunds you. You receive a confirmation of receipt by email.
Refund. If something is wrong, such as a damaged product or the wrong size, contact your gym. They refund you, the same way you paid. With the bank that usually takes a few working days. You get a credit note with it.
Your gym is the seller. Questions about a product or a return are for them, not xBase360.