Return & Refund Policy

Domestic Customers (B2C)

If you are not purchasing on behalf of a company or organisation (like purchasing for 'home use' for example), these 'Domestic' terms for returns and refunds apply.

(However, if you are purchasing on behalf of a company or organisation, please scroll down to Commercial Customers below.)

  1. Return Deadlines
    You have 14 days from the date you receive your item to request a return. Once approved, you must return the item within 14 days. Please contact us before sending anything back. We will provide the correct return instructions and warehouse address. Do NOT return any item to our London office under any circumstance.
  2. Product Condition During Return Period
    The product is your responsibility from the moment it is delivered. It must be kept clean, undamaged, and stored safely in a dry environment. Any reduction in value may affect your refund. If we determine that the product was diminished in value due to improper handling, we may deduct the reduced value from your refund.
  3. Original Packaging Requirements
    Items must be returned with all original packaging, labels, tags, and documentation. Clothing items must be unworn.
  4. UK Returns Only
    Returns are only accepted if shipped from within the United Kingdom. International returns are not permitted unless previously agreed in writing.
  5. Product Inspection Upon Delivery
    Please inspect your item immediately upon delivery. If the item is damaged, defective, or incorrect, contact us right away so we can evaluate the issue.
  6. Photo and Video Evidence
    We recommend filming the unboxing of your item. If you discover damage, please take clear photographs and video documentation as soon as possible.
  7. Handling and Diminished Value
    If you handle the item beyond what is necessary to assess its nature and functionality, and this causes a loss in value, we reserve the right to deduct that amount from your refund, up to the full purchase price.
  8. Proof of Purchase
    A receipt or valid proof of purchase is required for all returns.
  9. Return Authorisation
    You must contact us at sales@musclemachines.uk with your order number and reason for return. We will then provide the correct warehouse return address. Do not send items to our London office.
  10. On-Site Assessment (If Damaged)
    In certain cases where the item is damaged, we may offer to send an engineer to inspect and attempt repair at your location. We will confirm this with you beforehand.
  11. Returning a Product After Agreement
    If we agree that the product should be returned, we will send you clear instructions along with the correct warehouse address.
  12. Returning a Product That Is NOT Damaged or Incorrect
    If the product is not faulty or incorrect but you wish to return it, you must cover return shipping costs. We strongly recommend using insured and trackable delivery, especially for high-value items. We do not provide prepaid return labels for change-of-mind returns.
  13. Returning a Product That IS Damaged or Incorrect
    If the item is faulty or incorrect, we will cover return shipping costs and arrange collection using our courier.
  14. Refund for Non-Faulty Products
    If the returned item is approved and not faulty or incorrect, you will receive a refund for the product price only. Return shipping costs will not be reimbursed.
  15. Refund for Faulty or Incorrect Products
    If the item was faulty or incorrect, and it meets our Returned Goods Criteria, you will receive a full refund including return shipping, which we will have covered.
  16. Late Return Requests
    If you contact us after 14 days from delivery, we are not obligated to accept your return. However, we encourage you to reach out anyway, and we may assist on a goodwill basis.
  17. Late Return Shipments
    If the item is not returned within 14 days after approval, we are not obligated to issue a refund. Again, we encourage contact in these situations.
  18. Unauthorised Returns
    Items returned without prior authorisation may not be accepted.
  19. Refund Processing
    Once your return is received and inspected, we will notify you of the outcome. If approved, refunds will be processed to your original payment method within 10 business days. Your bank may take additional time to post the refund.
  20. Refund Delays
    If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at sales@musclemachines.uk.
  21. Exchanges
    To exchange an item, please first complete the returns process. Once your return is accepted and refunded, you may place a new order for the replacement item.
  22. Questions
    If you have any questions about returns, refunds, or product condition, please contact us at sales@musclemachines.uk.

Commercial Customers (B2B)

If you are purchasing on behalf of a company or organisation, these terms for returns and refunds apply.

(However, if you are purchasing for 'home use', please scroll up to Domestic Customers above.)

Commercial orders may be subject to different return terms than domestic (B2C) purchases. If you are ordering on behalf of a business, school, or organisation, please contact us before making your purchase to confirm the applicable returns conditions.

We are committed to supporting our commercial clients, and all returns will be assessed fairly in accordance with your order’s circumstances and condition. Any applicable terms will be discussed and agreed on a case-by-case basis before a return is authorised.

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