Returns & Cancellations
Returns and Cancellations
If you wish to return an item or have any queries about returns, please email email@example.com so we can start the returns process.
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it and must be in the original packaging.
To complete the return, we require proof of purchase. This is usually taken in the form of your order number, which can be found in your order confirmation email.
In some circumstances, only partial refunds can be granted (if applicable). These include:
- The item is not in its original condition. If the item is damaged or missing parts by no fault of MuscleSquad, a full refund will not be processed.
- The product has signs of use. If the item has clearly been used, a partial refund is the most we can offer.
- The product has no packaging.
- The item has not been returned within 30 days of the delivery. If you miss the 30-day return window, we cannot offer a full refund.
Refunds (if applicable)
Once your return is received, we will inspect the items and packaging. Upon inspection, we will decide whether your item(s) reach our standards for a refund. Once your refund has been approved, it will be processed immediately, and your refund will be sent to the card used for payment. We cannot refund to any alternative cards.
Refunds can take 3-10 working days to go into your account from the date of the confirmation email.
Late or missing refunds (if applicable)
If you haven’t received a refund within 10 days of the confirmation email, please check your bank / credit card account again.
If the refund is definitely not showing in your account please contact your bank or credit card company, there is often some processing time on their end and it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Package, e.g. home gym packages, include multiple products at a discounted price. If you are looking to return an individual item from a package, this may not always be possible. If we offer a refund out of goodwill it will be at the discounted price the item was sold for as part of the package.
Exchanges (if applicable)
We can only replace items if they are defective or damaged. If you would like to make an exchange for the same item, send us an email at email@example.com and we will be able to assist you with this.
If the item was marked as a gift when purchased, you’ll receive a gift credit for the value of your return. Once the returned item is received by us, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
To return your product please raise a return request by emailing firstname.lastname@example.org, you should mail your product to:
You are responsible for paying for your own shipping for returning your item/s. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
You are responsible for paying for the safe return of your items. If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. The goods are not our liability until the inspection process is finished.
If you wish to return an item or have any queries about returns, please email us at email@example.com.
You can cancel your order and receive a full refund if you contact us within 1 hour of placing your order.
If we have already dispatched your order before you request a cancellation you will have to cover the cost of this being returned to us.
If you wish to cancel an order or have any queries about cancellations, please email us at firstname.lastname@example.org.