Refund & Returns Policy

Last updated: 22 July 2026  ·  Governing legislation: Consumer Contracts Regulations 2013 · Consumer Rights Act 2015 · EU Directive 2011/83/EU (as retained in UK law)

Our promise: You have 14 calendar days from the date you receive your order to return unused, sealed product for a full refund - no questions asked. This is in addition to your statutory rights.

1. Your Right to Cancel (Cooling-Off Period)

As a consumer purchasing goods online, you have the legal right to cancel your contract and return your order within 14 calendar days of the day on which you, or a person nominated by you, receives the goods. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and, where applicable, Directive 2011/83/EU as retained in UK law.

You do not need to give a reason for cancellation during this 14-day period.

2. How to Cancel Your Order

To exercise your right to cancel:

  1. Notify us in writing before the 14-day cancellation period expires. You may do this by emailing hello@musclesnew.world with your name, order reference, and a clear statement that you wish to cancel.
  2. We will acknowledge receipt of your cancellation request within one working day.
  3. Return the product(s) in their original, unused, and sealed condition within 14 days of notifying us of your cancellation.

You may use the following model cancellation statement (this is optional):
"I/We [*] hereby give notice that I/we [*] cancel my/our [*] contract of sale of the following goods [*], ordered on [*] / received on [*]. Name: [*]. Address: [*]. Signature (if paper form): [*]. Date: [*]."

3. Returns Condition

To be eligible for a full refund, returned goods must be:

  • In their original packaging, unused, and sealed (sachets intact).
  • Returned within 14 days of your cancellation notification.
  • Accompanied by your order reference number.

We reserve the right to make a deduction from the refund for any diminishment in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Opened or partially used products are not eligible for a refund under the cooling-off right, unless they are faulty or mis-described (see Section 5).

4. Return Postage

Unless the goods are faulty or mis-described, the cost of returning goods to us is your responsibility. We recommend using a tracked postal service and retaining proof of postage, as we cannot accept responsibility for returns lost in transit.

Return address: Redwood Nutrition Ltd, Returns Department, 14 Botanical Lane, London EC1A 1BB, United Kingdom.

5. Faulty or Mis-described Goods

If your goods are faulty, not as described, or not fit for purpose, you have additional rights under the Consumer Rights Act 2015:

  • Within 30 days of receipt: You are entitled to a full refund. We will also cover the cost of return postage.
  • After 30 days but within 6 months: We will offer a repair or replacement. If neither is possible, or if the repair/replacement fails, you are entitled to a partial or full refund.
  • After 6 months: You may still have rights, but you will need to demonstrate the fault existed at the time of delivery.

To report a faulty product, email hello@musclesnew.world with photographs and a description of the issue.

6. Refund Processing

Once we receive and inspect your return, we will process your refund within 14 calendar days of receipt of the returned goods (or 14 days from your cancellation notice, if we offered to collect the goods). Refunds are issued via the original payment method. We will notify you by email when your refund has been processed.

Please allow up to 5 additional working days for the refund to appear in your account, depending on your bank or payment provider.

7. Exceptions - Non-Returnable Items

The following are not eligible for return or refund under the cooling-off right:

  • Opened or partially used supplement sachets (for hygiene reasons), unless faulty.
  • Products returned outside the 14-day return window, unless faulty under the Consumer Rights Act 2015.
  • Gift wrapping or personalisation services.

8. Orders That Have Not Yet Been Dispatched

If you wish to cancel an order that has not yet been dispatched, contact us immediately at hello@musclesnew.world. We will endeavour to cancel the order and issue a full refund. If the order has already been dispatched, the standard returns process applies.

9. Contact for Returns

Email: hello@musclesnew.world
Return address: Redwood Nutrition Ltd, 14 Botanical Lane, London EC1A 1BB, United Kingdom
Please include your order reference number in all correspondence.

10. Alternative Dispute Resolution

If you are not satisfied with our response to a complaint, you may use an Alternative Dispute Resolution (ADR) scheme. We are willing to participate in ADR. The European Commission's Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr (also accessible to UK consumers). You may also contact Citizens Advice at citizensadvice.org.uk for guidance on your rights.