Returns Policy
Last updated: November 2025
At Muscle Supply, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help make it right.
Please note: This policy applies only to purchases made directly through our website www.musclesupply.co.uk. Orders placed via third-party marketplaces (such as TikTok Shop, Amazon, or eBay) must follow that platform’s return process.
1. Summary
You have 14 days from the date of delivery to return unopened items. Opened consumable products (e.g., protein powders or supplements) cannot be returned for hygiene and safety reasons. Please contact us before sending anything back to ensure your return can be processed smoothly.
2. Return Window
You have 14 days from the date your order is delivered to request a return for eligible items. Returns received outside this window may not be accepted.
3. Eligible Products for Return
- Unopened consumables: Protein powders, pre-workouts, supplements, and other consumable items can be returned if unopened, unused, and in their original packaging with seals intact.
- Non-consumable items: Shaker bottles, accessories, and other non-consumables can be returned within 14 days if unused and in original condition.
4. Non-Returnable Items
For health, safety, and hygiene reasons, we cannot accept returns of:
- Opened or used supplements, protein powders, or consumable products
- Products with broken seals or tampered packaging
- Products past their best-before date
- Clearance or final sale items (marked as such at the time of purchase)
5. Proof of Purchase
Proof of purchase (order confirmation or receipt) is required for all returns and refunds. Without this, we may not be able to process your return.
6. Your Right to Cancel (UK & EU Customers)
Under the Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive (2011/83/EU), you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This applies to unopened products only. Opened consumables are exempt for hygiene and safety reasons.
To exercise this right, contact us within 14 days of delivery at returns@musclesupply.co.uk.
7. How to Return an Item
- Contact us: Email returns@musclesupply.co.uk with your order number and reason for return.
- Approval: We’ll review your request and provide return authorisation and instructions within 2 business days. Please do not send items back without authorisation, as unauthorised returns cannot be processed.
- Pack and ship: Securely package your item(s) in the original packaging and send to the address provided.
- Proof of postage: We recommend using a tracked shipping service and retaining your proof of postage until your refund is confirmed.
8. Return Shipping Costs
- Faulty or incorrect items: We’ll cover the cost of return shipping and provide a prepaid return label.
- Change of mind returns: Customers are responsible for arranging and paying for return shipping. We cannot be held responsible for items lost or damaged in transit.
9. Refunds
Once we receive and inspect your return, we’ll notify you via email to confirm whether your refund has been approved or rejected. Refunds are processed within 5–7 business days of approval and issued to your original payment method.
Depending on your bank or payment provider, it may take an additional 3–5 business days for the funds to appear in your account. If you used a deferred payment service (e.g., Klarna Pay Later), refunds will be processed according to that provider’s terms.
Please note: Original shipping costs are non-refundable unless the return is due to our error or a faulty product.
10. Condition Upon Return
Returned items must be received in their original packaging, unopened, and in resaleable condition. If a returned product shows signs of use, damage, or tampering, we may refuse the refund or issue a partial refund at our discretion. A restocking fee may also apply for items not returned in acceptable condition.
11. Damaged or Faulty Products
If your order arrives damaged or faulty, contact us immediately at support@musclesupply.co.uk with:
- Your order number
- Photos of the damaged product and packaging
- A brief description of the issue
We’ll arrange a replacement or full refund, including return shipping, once verified. A product is considered faulty if it is defective or damaged before receipt. Variations in flavour, texture, or packaging updates do not constitute faults.
12. Incorrect Items
If you receive the wrong product, please contact us within 7 days of delivery. We’ll arrange collection of the incorrect item and send the correct one at no additional cost.
13. Product Description & Flavour Variations
Ingredients, nutritionals, and packaging may vary slightly between flavours or batches as brands update their formulas. We aim to provide accurate and up-to-date information for every product, but minor differences may occur. If you have any concerns about ingredients or variations, please contact us before purchase for clarification.
14. Exchanges
We don’t currently offer direct exchanges because stock levels change quickly. If you’d like a different item, please return your original product for a refund and place a new order.
15. Partial Orders or Bundles
If returning part of a multi-item order or bundle, we’ll issue a refund only for the returned items. Any promotional discounts tied to the full order may be adjusted accordingly.
16. Gift Returns
If the item was purchased as a gift and shipped directly to you, refunds can only be issued to the original purchaser’s payment method.
17. Repeated Returns or Policy Abuse
We monitor return activity and reserve the right to refuse service or future orders if we believe the policy is being misused or abused.
18. Our Commitment
We aim to process returns quickly and fairly. If there’s ever an issue or you’re unsure whether your product qualifies, our team is here to help. Please get in touch before sending items back to avoid unnecessary delays.
19. Contact Us
Email (returns): returns@musclesupply.co.uk
Customer Service: support@musclesupply.co.uk
Response time: We aim to respond to all enquiries within 24 hours during business days.
For more details about your rights as a consumer, see our Terms & Conditions or visit www.citizensadvice.org.uk for free advice.
