Returns Policy

At XMuscle we want you to shop with confidence. This page explains your rights when you buy from xmuscle.co.uk, how to cancel or return an order, and how and when we issue refunds. Nothing on this page affects your statutory rights. If anything is unclear, please email us at hello@xmuscle.co.uk and we will be happy to help.

Our products are sold by Mando Systems Ltd, a company registered in England & Wales (Company No. 17168657), registered office 10 Pilgrims Walk, Worthing, BN13 1RJ, trading as XMuscle. You must be 18 or over to buy food supplements from us.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, if you are a consumer buying online you have the right to cancel your order for most items and receive a refund, without needing to give a reason.

• You have 14 days from the day you (or someone you nominate, other than the carrier) receive your goods to tell us you wish to cancel. Where an order is delivered in multiple parcels, the 14-day period runs from the day you receive the last item.
• Once you have told us you are cancelling, you then have a further 14 days to return the goods to us.
• This cancellation right is separate from, and in addition to, your rights if goods are faulty or not as described (see below).

How to cancel

To exercise your right to cancel, simply email us at hello@xmuscle.co.uk with:

• Your order number;
• The name on the order; and
• A short note confirming you wish to cancel and which item(s) you are returning.

You do not have to use any particular form of words. We will reply with our return address and any instructions you need. Please wait for our confirmation before sending anything back so we can log your return correctly.

Condition of returned goods

To be eligible for a return under the 14-day cancellation right, items should be sent back to us unopened, unused and with any seals intact, in a saleable condition, and ideally in their original packaging. Please take reasonable care of the goods while they are in your possession. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Hygiene exemption for opened supplements

For health, hygiene and safety reasons, food supplements cannot be returned once any seal has been broken or the product has been opened, unless the item is faulty. This is a lawful exception to the standard cancellation right for sealed goods that are not suitable for return once unsealed. Please choose carefully, and only open a product once you are sure you wish to keep it. This does not affect your rights in respect of faulty goods, which are always covered.

As a general note, food supplements are not a substitute for a varied and balanced diet and a healthy lifestyle.

Faulty or not-as-described goods

If an item is faulty, damaged, or not as described, you are protected by the Consumer Rights Act 2015, regardless of whether the product has been opened.

• If you notify us within 30 days of receiving a faulty item, you are entitled to reject it for a full refund.
• After 30 days, you may be entitled to a repair or replacement, and to a refund if a repair or replacement is not possible, or does not resolve the fault.

To report a faulty or incorrect item, email hello@xmuscle.co.uk with your order number and, where possible, a photo of the problem and the batch or best-before details. We will put things right as quickly as we can.

Damaged in transit

We package orders carefully, but if your parcel arrives visibly damaged or the contents are broken, please let us know as soon as possible. Email hello@xmuscle.co.uk with your order number and photos of the outer packaging and the affected items. We will arrange a replacement or a full refund at no cost to you, and we will cover return postage where we ask you to send the item back. Goods damaged in transit are treated as faulty, so your rights under the Consumer Rights Act 2015 apply.

Return postage costs

• If you are returning an item because you have changed your mind (the 14-day cancellation right), you are responsible for the cost of return postage. We recommend using a tracked or signed-for service and keeping your proof of postage, as items remain your responsibility until they reach us.
• If an item is faulty, not as described, or damaged in transit, we cover the cost of return postage and will refund reasonable postage you pay to send it back.

How and when we refund you

We aim to process refunds promptly once your return has been received and checked, or once you have provided valid proof that the goods have been sent back to us.

• For cancellations, we will issue your refund within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them back, whichever is earlier.
• We refund the price you paid for the returned item(s). Under the 14-day cancellation right we also refund the standard outbound delivery charge; we do not refund any extra you paid for a non-standard or premium delivery option.
• Refunds are made using the same payment method you used to place your order, and you will not incur any fee for the refund. Payments on our site are handled securely via PayPal, which accepts your PayPal balance, credit or debit card, Apple Pay, Google Pay and Pay by Bank. Depending on your bank or card provider, it can take a few extra working days for the refunded amount to appear in your account.

Delivery, for reference

We deliver to mainland UK. Orders are usually dispatched within about 1 working day and typically arrive 2–4 working days after dispatch. Delivery is FREE on orders over £49.99; otherwise a flat charge of £4.99 applies.

Subscriptions

Where we offer a recurring subscription, this is billed automatically through PayPal and you can cancel at any time from your PayPal account or by emailing us at hello@xmuscle.co.uk. Cancelling a subscription stops future payments; the returns and refund rules above apply to individual deliveries in the usual way.

How we handle your data

When you contact us about a return or refund, we process your personal information in line with the UK GDPR and the Data Protection Act 2018. Mando Systems Ltd is the data controller. For full details of how we use and protect your data, please see our Privacy Policy. If you have a concern we cannot resolve, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

Contact us

For anything to do with returns, refunds or cancellations, email hello@xmuscle.co.uk and quote your order number. You can also revisit this page at any time at /returns. We aim to reply quickly and sort every issue out fairly.

Last updated: July 2026