Refund policy

Subscription Cancellation Policy

We'd hate to see you go - but we get it, life happens.

Minimum commitment All subscriptions require a minimum of 2 billing cycles before cancellation is available. This means your first two orders will be processed before you can cancel.

How to cancel You can manage your subscription anytime through your customer portal. Accessible via the link in any subscription email, or by logging into your account at lovemuscle.co.nz.

Your next scheduled order If you cancel before your next scheduled order is processed, that order will not be charged. If your next order has already been processed and dispatched, it cannot be cancelled or refunded.

Order Cancellation Policy

Once an order is confirmed and payment has been processed, it cannot be cancelled. For more information on issues related to "change of mind," please refer to the Consumer Protection site.

If the goods have not yet been shipped and the order can be retrieved before dispatch, we may accept a cancellation request, subject to a 20% cancellation fee based on the total cost.

Pre-ordered items

Some items on our website are available for pre-order. These items are not currently in stock but are listed for presale due to high demand. Pre-ordered items are marked and estimated shipping times are provided. 

Cancelling pre-orders

Unfortunately, we are unable to provide refunds for pre-orders since we order stock based on the quantity of pre-orders received. However, we are happy to offer a store credit instead.

It is the purchaser's responsibility to ensure the product & flavour is correct prior to opening or using it. All products are sold on the basis that the customer has sought advice from their doctor and researched the suitability of the product before purchasing. We accept no liability on the use or misuse of any products sold. Proof of purchase is required, and customers must contact us by filling in the contact form on our website before returning any items. We are unable to issue credits or refunds due to change of mind.

Please note: Dislike of flavour is deemed as change of mind.
Clearance items, are not eligible for return.
The Consumer Guarantees Act applies in all cases.

Returns

How to return an item

If you have received your order and something is damaged, faulty, or incorrect, please contact us to submit a return application for a replacement, credit, or refund. You will need to send us a clear image of the issue, including the product, expiry and batch numbers, your order number, and the affected item within 7 working days of receiving your order.

We will review your returns application, and we kindly ask for your patience as it may take 2-3 working days for a response. Please refrain from discarding any items until the matter is resolved. Please note that our return policy is valid for 7 days after you receive your purchase. If this timeframe has passed, we regret that we cannot offer you a store credit in exchange for the items. 

Damaged Items

If your item appears to be damaged in transit, please retain all packaging as we will contact our courier to initiate an investigation. On occasion, our courier may need to collect the goods for assessment.

Faulty Items

If an item is found to be faulty, which was not disclosed at the time of purchase, we will need time to inspect the batch and contact our manufacturer. Please allow time for our manufacturer to conduct their investigations. We do not provide full refunds or physical exchanges unless the item is deemed faulty upon inspection. In certain scenarios, we may request the faulty item to be returned to us for further assessment.

We reserve the right not to offer a store credit, refund, or replacement if the item fault is a result of misuse or neglect. If the item has been partly used with an acknowledged and present fault, we will consider it fit for purpose and will not offer a credit, refund, or replacement. 

Incorrect Items

If you have received an incorrect item, please contact us, and we will organise its return and free replacement. However, please ensure that incorrect items remain unopened and in their original condition, as failure to do so may prevent us from accepting the return due to health and safety reasons. Please ensure that we receive the items for return within 14 days of your order being delivered. Items returned outside this period will not be accepted.