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Returns & Refunds
Returns & Refunds Policy
Ks Muscle Mechanics Balms Ltd
Last Updated: January 2026
At Muscle Mechanics, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns, cancellations, and refunds.
Your Right to Cancel
14-Day Cooling-Off Period
You have a statutory right to cancel your purchase within 14 days of receiving your Products, provided the conditions below are met. This is your legal right under UK Consumer Contracts Regulations.
To exercise your right to cancel:
- Email us at info@muscle-mechanics.com
- Call us on 07521 359971
- Write to us at: 102 Liscombe, Bracknell, Berkshire RG12 7DE
Please provide your order number, name, and delivery address when contacting us.
How to Return Products
Return Process
- Notify us of your intention to return within 14 days of receiving your order
- Return the Products to us within 14 days of notification
- Keep proof of postage - We recommend using a tracked service
- Ensure Products are in resaleable condition (see conditions below)
Return Address
Ks Muscle Mechanics Balms Ltd
102 Liscombe
Bracknell
Berkshire
RG12 7DE
United Kingdom
Return Costs
- You are responsible for the cost of returning Products to us
- We recommend using Royal Mail Signed For or a tracked courier service
- For orders valued at £200 or more, you must use a 'signed for' service with insurance coverage
- If Products are unsuitable for postal return due to size or weight, please contact us at info@muscle-mechanics.com for guidance
Product Condition Requirements
Acceptable Returns
Products must be:
- ✓ Unused and in their original condition
- ✓ In original packaging where possible
- ✓ Complete with all components, accessories, and documentation
- ✓ In a fully resaleable condition
Reduced Refunds
We may reduce your refund if:
- Products show signs of use beyond what would be reasonable in a shop
- Products are damaged through improper handling
- Original packaging has been damaged unnecessarily
- Products are no longer in a resaleable condition
The reduction will reflect the diminished value of the Products.
Items That Cannot Be Returned
For health, safety, and hygiene reasons, the following items cannot be returned once opened or unsealed:
Refund Process
What We'll Refund
When you exercise your 14-day cancellation right, we will refund:
- ✓ The full purchase price of the returned Products
- ✓ Standard delivery charges paid on the original order
Refund Timeline
- We will process your refund within 14 days of receiving the returned Products or proof of postage
- Refunds will be issued to the original payment method used for purchase
- Please allow 3-5 business days for the refund to appear in your account after processing
Faulty or Damaged Products
Your Consumer Rights
If your Products arrive damaged, faulty, or not as described, you have additional rights under the Consumer Rights Act 2015.
Contact us immediately if:
- Products arrive damaged or defective
- Products don't match their description
- Products develop a fault within the warranty period
Our Resolution Process
Depending on the circumstances, we will offer:
- Replacement - We'll send you a new product at no cost
- Repair - Where appropriate and practical
- Full refund - Including all delivery charges
We will cover all return costs for faulty or damaged Products.
How to Report a Problem
- Contact us within 30 days of receiving the order
- Provide your order number and photographs of the damage/fault
- Email: info@muscle-mechanics.com or call: 07521 359971
- Do not dispose of the Product until we've assessed your claim
Wrong Item Received
If we send you the wrong item:
- Contact us immediately at info@muscle-mechanics.com
- We will arrange collection or provide a prepaid return label
- We'll send the correct item at no additional cost
- You will receive a full refund if the correct item is unavailable
Cancelled or Undelivered Orders
Before Dispatch
If you wish to cancel an order before it has been dispatched:
- Contact us immediately at info@muscle-mechanics.com or 07521 359971
- We will cancel your order and issue a full refund if we haven't yet dispatched it
Non-Delivery
If your order doesn't arrive:
- Contact us within 30 days of the expected delivery date
- We will investigate with the courier
- If the parcel is confirmed lost, we'll offer a replacement or full refund
High Volume Returns Policy
We monitor return patterns to ensure fair pricing for all customers. If you return an exceptionally high number of Products:
- We may contact you to discuss your purchasing experience
- We reserve the right to close accounts with excessive return rates
- Your statutory rights remain unaffected
- Accepted orders will be fulfilled in accordance with our Terms & Conditions
This policy helps us keep costs down and prices competitive for all customers.
Refund Method
All refunds will be processed using your original payment method:
- Credit/debit card refunds: 3-5 business days after processing
- PayPal refunds: 1-2 business days after processing
- Alternative arrangements can be made in exceptional circumstances
International Returns
Orders Outside the UK
If you ordered Products for delivery outside the United Kingdom:
- You are responsible for return shipping costs, including customs fees
- You must comply with local import/export regulations
- Return timelines may be extended due to international shipping
- Please contact us before returning international orders
We cannot refund customs duties, import taxes, or international shipping fees for orders outside the UK.
Quality Guarantee
We stand behind the quality of our aromatherapy products. All Muscle Mechanics products:
- Are made with 100% natural ingredients
- Meet UK safety and quality standards
- Are carefully inspected before dispatch
- Come with our commitment to customer satisfaction
Contact Us
If you have any questions about returns or refunds:
Email: info@muscle-mechanics.com
Phone: 07521 359971
Post: Ks Muscle Mechanics Balms Ltd, 102 Liscombe, Bracknell, Berkshire RG12 7DEBusiness Hours: Monday - Friday, 9:00 AM - 5:00 PM GMT
We aim to respond to all enquiries within 1-2 business days.
Your Statutory Rights
This Returns & Refunds Policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
For independent advice about your consumer rights, visit:
- Citizens Advice: www.citizensadvice.org.uk
- Consumer Rights: www.gov.uk/consumer-protection-rights
Policy Updates
We may update this Returns & Refunds Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Please review this policy periodically.
Ks Muscle Mechanics Balms Ltd
Company Registration Number: 12660976
Registered in England and Wales
Registered Office: 102 Liscombe, Bracknell, Berkshire RG12 7DE
This Returns & Refunds Policy is designed to be clear, comprehensive, and compliant with UK consumer protection laws while maintaining consistency with your existing Terms & Conditions. It provides customers with confidence in their purchase while protecting your business interests.