Refund policy
Last updated: 26 September 2026
This policy explains how to cancel an order, return an item or get a refund from Free Muscle (freemuscle.co.uk).
Free Muscle is the trading name of FreeMuscle, a business registered in Andorra, at Av. Fiter i Rossell 23, AD700 Escaldes-Engordany, Andorra. Our UK operations and dispatch are in Scunthorpe, North Lincolnshire, United Kingdom.
Email: freemuscleuk@gmail.com. We answer emails Monday to Friday, 9:00–18:00 UK time, and aim to reply within one working day. We are closed at weekends and on UK public holidays.
At a glance
- Changed your mind? If you live in the UK, the EU or elsewhere in the EEA, you can cancel within 14 days of delivery. This is your legal right. Sealed supplements and research compounds cannot be cancelled once you break the seal after delivery (section 1).
- Unopened products: you can return them within 30 days of delivery (section 2).
- Faulty, damaged or wrong item? We put it right and pay the return postage (section 3).
- Not satisfied? On your first purchase of each product, our 30-Day Satisfaction Guarantee refunds the product price, and you do not need to send anything back (section 4).
Our 30-day returns and our 30-Day Satisfaction Guarantee are extra promises. They are in addition to your statutory rights and do not reduce them. Nothing in this policy affects your statutory rights.
1. Your legal right to cancel within 14 days
If you are a consumer (buying for yourself, not for a business) in the UK, the European Union or elsewhere in the European Economic Area (EEA), you can cancel your order within 14 days without giving a reason. In the UK this right comes from the Consumer Contracts Regulations 2013. In the EU and the rest of the EEA it comes from the Consumer Rights Directive (2011/83/EU) as applied by the law of your country.
When the 14 days start
- The 14 days start on the day after you, or someone you name (not the carrier), receive the goods.
- If your order arrives in more than one parcel, the 14 days start on the day after you receive the last parcel.
- You can also cancel at any time between placing your order and receiving the goods.
How to cancel
Email us at freemuscleuk@gmail.com with a clear statement that you want to cancel. Please include your order number if you have it. You can use your own words or the model cancellation form below.
You do not need a receipt, tags or the original packaging to cancel, and you do not need our approval. Your cancellation is in time if you send it before the 14 days end.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract.)
To: FreeMuscle (trading as Free Muscle), Av. Fiter i Rossell 23, AD700 Escaldes-Engordany, Andorra. Email: freemuscleuk@gmail.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
[*] Delete as appropriate.
Sealed products: when the right to cancel ends
The right to cancel ends for sealed goods that are not suitable for return for health-protection or hygiene reasons, if the seal is broken after delivery. At Free Muscle this means our sealed food supplements (such as creatine and pre-workout) and our sealed research compounds. Please do not break the seal until you are sure you want to keep the product.
Apparel is not affected by this exception. Items bought in a sale have the same rights as full-price items, and the same exception for sealed products applies to them. The exception never affects your rights if a product is faulty, damaged or incorrect (section 3).
Sending the goods back
- Email us before you send anything. We will reply with our full UK returns address in Scunthorpe, North Lincolnshire, United Kingdom.
- Send the goods back within 14 days after the day you tell us you are cancelling.
- You pay the direct cost of returning the goods. For orders delivered outside the UK, this is the cost of postage back to the UK.
- We recommend a tracked service. Please keep your proof of postage.
Your refund
We refund everything you paid for the cancelled goods, including the original standard delivery charge. We refund to your original payment method (see section 5) and we do not charge a fee.
- UK customers: we refund within 14 days of the day we receive the goods back, or of the day you send us proof that you have sent them back, if that is earlier.
- EU and EEA customers: we refund within 14 days of the day you tell us you are cancelling. We may wait until we receive the goods back, or until you send us proof that you have sent them back, whichever is earlier.
- If we have not yet sent your order when you cancel, we refund within 14 days of the day you tell us.
Handling the goods
You may handle and inspect the goods as you would in a shop. For example, you may try on clothing. We may reduce your refund only for loss of value caused by handling beyond that.
2. Our 30-day returns on unopened products
As an extra promise on top of your legal rights, you can return a product within 30 days of delivery if:
- it is unopened and in its original condition, or
- for apparel, it is unworn and still has its tags.
Please email us before you return anything. You pay the return postage, unless the product arrived damaged or incorrect. In that case section 3 applies and we pay.
We refund the price you paid for the returned product within 14 days of receiving it back. If you live in the UK, the EU or elsewhere in the EEA, your legal right to cancel (section 1) also applies during the first 14 days after delivery. It has fewer conditions and also refunds the original delivery charge.
If you have opened a product, our 30-Day Satisfaction Guarantee may apply instead (section 4).
3. Faulty, damaged or incorrect items
By law, the goods we sell must be of satisfactory quality, fit for purpose and as described. If an item is faulty, arrives damaged or is not what you ordered, email us with your order number and tell us what is wrong. Photos help us sort it out quickly.
We pay the reasonable cost of returning a faulty, damaged or incorrect item. If we need the item back, we will send you the returns address.
Goods are at our risk until they are delivered to you or to someone you name. If a parcel is lost or damaged in transit, contact us and we will replace it or refund you. We deal with the carrier.
If you live in the UK (Consumer Rights Act 2015)
- Within 30 days of delivery: you can reject a faulty item and get a full refund. We refund within 14 days of agreeing that you are entitled to it.
- After 30 days, or if you prefer: you can ask for a repair or a replacement.
- If a repair or replacement is not possible, or does not fix the problem: you can ask for a price reduction, or reject the item for a refund.
- If a fault appears within 6 months of delivery, it is presumed to have been there at delivery, unless we can show otherwise.
If you live in the EU or elsewhere in the EEA (legal guarantee)
- We are liable for faults that appear within 2 years of delivery, or longer where the law of your country says so.
- You are entitled to a free repair or replacement. If that is not possible, or does not solve the problem, you can ask for a price reduction or end the contract for a refund.
- If a fault appears within 1 year of delivery (2 years where the law of your country says so), it is presumed to have been there at delivery.
These rights are free of charge. They apply to every product, including opened products and sale items.
4. Our 30-Day Satisfaction Guarantee
This is a voluntary commercial guarantee from Free Muscle. The guarantor is FreeMuscle, trading as Free Muscle, at the Andorra address at the top of this policy. It covers the first purchase of each product we sell, per customer, including opened products. Full details are on our 30-Day Satisfaction Guarantee page.
How it works
- Email us at freemuscleuk@gmail.com within 30 days of delivery, with your order number.
- Tell us in one sentence why you were not satisfied. It helps us improve.
- We refund the product price in full to your original payment method (section 5), typically within 3–5 working days. You do not need to send anything back.
Fair-use terms
- The guarantee applies to the first purchase of each product, per customer.
- It covers the product price. Original shipping costs are refunded only if the order arrived damaged or incorrect.
- Bundles are covered as one product.
- We may refuse the guarantee in cases of clear abuse, for example repeated claims across orders.
This guarantee does not affect your statutory rights, including your 14-day right to cancel (section 1). By law you are also entitled to free remedies from us if goods are faulty (section 3).
5. How we pay refunds
- We refund to the payment method you used, for example your debit or credit card, unless you agree otherwise.
- If you paid cash on delivery (available only in Romania), we refund by bank transfer to an account you give us. Please email us the account holder's name and the bank account details.
- We do not charge a fee for refunds.
- The time limits for each type of refund are in sections 1 to 4. Your bank may take a few working days to show the refund on your account.
6. Items that cannot be returned
- Sealed products opened after delivery. Once the seal on a sealed food supplement or a sealed research compound is broken after delivery, the product cannot be cancelled or returned, for health-protection and hygiene reasons (section 1). This does not affect your rights if the product is faulty, damaged or incorrect (section 3). Our 30-Day Satisfaction Guarantee may still apply (section 4).
All other items, including apparel and sale items, can be returned under the sections above.
7. How to start a return
- Email freemuscleuk@gmail.com with your order number and the items you want to return. If you are cancelling, you do not have to give a reason. If an item is faulty, damaged or incorrect, tell us what is wrong.
- We aim to reply within one working day with your return authorisation. It gives the full returns address in Scunthorpe, North Lincolnshire, United Kingdom, and tells you what to do next.
- Pack the items securely and send them to that address. Keep your proof of postage.
Please do not send a parcel without emailing us first, because we cannot match it to your order. This does not affect your right to cancel: if you have told us within the 14 days that you are cancelling, your cancellation is valid.
Questions and complaints
If you have a question, or you are unhappy with how we have handled a return or refund, email freemuscleuk@gmail.com or write to us at the Andorra address at the top of this policy. We aim to reply within one working day. We will look into your complaint and tell you what we will do about it.
If we change this policy, the version in force when you placed your order applies to that order. Please keep a copy for your records. The current version is always at freemuscle.co.uk/policies/refund-policy.