Refund policy

At Muscleiq, we want you to be fully satisfied with your purchase. If you wish to request a refund or exchange, please contact us at support@muscleiq.co.uk within 30 days of receiving your item.

Return Guidelines

Eligibility

Items can be returned whether new or used within the 30-day return window.

Return conditions depend on item state:

New and Unused Items:

  • Eligible for return

  • Free return postage

Used Items:

  • Eligible for return within 30 days

  • Customer pays return postage

Restocking Fee

A 10% restocking fee applies to all approved returns without exception.

Return Postage Costs

  • New and unused items: Free return postage

  • Used items: Customer is responsible for return postage

Non-Eligible Returns

Returns will not be accepted if:

  • The product is damaged beyond normal use or missing parts not caused by Muscleiq

  • The product has been altered, tampered with, or intentionally damaged

  • Packaging is severely damaged, missing, or discarded

  • The return request is made after 30 days

Order Cancellation Policy

If you cancel an order before it has been dispatched, the following fees apply:

7.5% Cancellation Processing Fee

This covers administrative, payment handling, and transaction reversal costs.

Transaction Fees Deducted from all Refunds/Cancellations

Payment processor fees are non-refundable and will be deducted from your refund when cancelling an order. These fees are:

  • Debit/Credit Card Payments: 2% + £0.20

  • PayPal Payments: 3% + £0.30

  • Klarna Payments: 5.99% + £0.30

  • Clearpay Payments: 7.2% + £0.30

Once an order has been dispatched, it can no longer be cancelled. It must go through the standard return process, which includes the 10% restocking fee and applicable postage rules.

Refund Process

Inspection

All returned items are inspected upon arrival at our warehouse.

Approval

If approved, refunds are processed within 1–2 days and issued to the original payment method only.

Timeline

Refunds may take up to 10 business days to appear after you receive the confirmation email.

Return Label

  • New and unused items: A prepaid return label will be emailed to you.

  • Used items: Return instructions will be provided, customer covers postage.

Return Method

Returns are handled using ParcelForce, DHL, UPS, or FedEx.

Custom-Made Items 

Custom-made items include any product manufactured to your chosen size, specification, design, custom colour, or personalised requirement. these items being, 

  • Multi functional power rack with smith machine
  • Multi functional power rack
  • spartan pro rack lat pulldown, seated row multi functional power rack with smith machine

Because these products are made specifically for you, the following terms apply:

Cancellation of Custom-Made Orders

  • Cancelling a custom-made item after order placement incurs a 50% cancellation fee.

  • This fee covers materials, labour, and production time already allocated to your custom order.

Returns of Custom-Made Items

  • Custom-made items are not eligible for return or refund, unless the item arrives damaged or faulty due to an error by Muscleiq.

  • Changes to design, size preference, or colour choice are not valid reasons for return.

CUSTOMER SUPPORT

Email: support@muscleiq.co.uk

Contact Us: +44 7365 727908

Company Name: HTH Partnership LTD

Company Number: GB13133309

VAT Number: 460720806

Address: Dene Farm, Hole Hill, Dorking, Surrey, RH4 3LS, United Kingdom

Customer Support Hours: Monday-Friday 09:00-18:00 GMT