Refund policy
Refund & Return Policy
At MuscleIQ, we want you to be completely satisfied with your purchase. If you would like to request a return, refund, or exchange, please contact us within 30 days of receiving your order.
Email: support@muscleiq.co.uk
30-Day Returns
We accept returns within 30 days of delivery for both new and used products.
New & Unused Items
- Eligible for return within 30 days.
- A prepaid return label will be emailed to you.
- A 10% restocking fee applies.
Used Items
- Eligible for return within 30 days.
- Customers are responsible for return postage.
- A 10% restocking fee applies.
Bundle Purchases
Products purchased as part of a bundle offer or package deal must be returned as a complete bundle.
Partial returns from a bundle are not accepted. As bundle pricing is offered on the basis that the products are purchased together at a discounted price, individual items within the bundle cannot be returned separately for a partial refund.
If you wish to return a bundle purchased under a promotional or discounted bundle offer, all items included in the bundle must be returned in accordance with our standard return policy. Once the complete bundle has been received and inspected, any applicable refund will be processed, less any applicable restocking fees or other deductions outlined in this policy.
This policy does not affect your statutory rights in relation to products that are faulty, damaged, or not as described.
Returns We Cannot Accept
Unfortunately, we cannot accept returns if:
- The return request is made more than 30 days after delivery.
- The product has been intentionally damaged, altered, or tampered with.
- The item is missing parts not caused by MuscleIQ.
- The product or packaging has been excessively damaged beyond normal use.
Order Cancellations
If you cancel your order before it has been dispatched, the following deductions apply:
Cancellation Processing Fee
A 7.5% processing fee is deducted to cover administrative, payment processing, and transaction reversal costs.
Payment Processing Fees
Payment processor fees are non-refundable and will also be deducted from refunds for cancelled orders.
- Debit/Credit Card: 2% + £0.20
- PayPal: 3% + £0.30
- Klarna: 5.99% + £0.30
- Clearpay: 7.2% + £0.30
Once an order has been dispatched, it can no longer be cancelled. You may instead return it under our standard return policy, where the applicable return postage rules and 10% restocking fee apply.
Custom-Made Products
The following products are manufactured to your chosen specification and are considered custom-made:
- Multi Functional Power Rack with Smith Machine
- Multi Functional Power Rack
- Spartan Pro Rack with Lat Pulldown & Seated Row (Multi Functional Power Rack with Smith Machine)
Cancellation of Custom Orders
- Orders cancelled after being placed are subject to a 50% cancellation fee.
- This fee covers materials, labour, and production costs already committed to your order.
Returns of Custom Products
- Custom-made products cannot be returned or refunded unless they arrive damaged, faulty, or incorrect due to an error by MuscleIQ.
- Changes of mind, colour preference, size selection, or specification are not valid reasons for return.
Refund Process
Inspection
All returned products are inspected once received at our warehouse.
Approval
If your return is approved, your refund will be processed within 1–2 working days to your original payment method.
Refund Times
After your refund has been processed, it may take up to 10 business days for your bank or payment provider to credit the funds to your account.
Return Shipping
- New & unused items: A prepaid return label will be emailed to you.
- Used items: Customers are responsible for return postage.
- Returns are typically handled via ParcelForce, DHL, UPS, or FedEx.
Customer Support
Email: support@muscleiq.co.uk
Phone: +44 7365 727908
Company: HTH Partnership LTD
Company Number: GB13133309
VAT Number: 460720806
Address: Dene Farm, Hole Hill, Dorking, Surrey, RH4 3LS, United Kingdom
Support Hours: Monday–Friday, 9:00am–6:00pm (GMT)