Refunds & Returns

This page explains how to cancel orders and process returns on our website. It sits alongside our Terms of Use and does not affect your legal rights.

In short: you can cancel free of charge any time before your order is dispatched, and you have 14 days from receiving your order to change your mind about unopened items. Returns are requested from the My Orders area of your account.

If your order has not yet been dispatched you can cancel it yourself in a couple of clicks, and you will be refunded in full including any delivery charge.

Sign in, go to My Orders, open the order and choose Cancel Order. Once an order has been passed to our fulfilment centre for picking it can no longer be cancelled online, and you should treat it as a return instead.

Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you would like to return unwanted goods.

For reasons of health and hygiene, supplements can only be returned if they are unopened and still sealed. Once a seal is broken we are unable to accept the item back unless it is faulty.

If you are simply changing your mind you are responsible for the cost of posting the items back to us. This does not affect your rights where an item is faulty, damaged or not as described.

Returns are handled through your account, so that your order details, the items you are returning and our replies all stay in one place. You will need an account to request a return online.

The Request a return button appears once your order has been marked as delivered, and stays available for the length of the returns window. You can follow the progress of your request on the same order page at any time.

Already received it? We estimate delivery rather than tracking it to your door, so your order may still show as on its way. If it has arrived, open the order and choose Yes, it’s arrived under “Has it arrived?” - that marks it delivered straight away and opens returns without waiting for our estimate to catch up.

You can check out without an account, but returns are requested from within an account, as is confirming that an order has arrived. If you ordered as a guest and would like to return something, please create an account using the same email address you used at checkout and confirm your email.

Once your email is confirmed, go to My Orders. We will automatically spot any orders placed as a guest with that email address and show them at the top of the page, ready for you to review and link. After linking, your order appears in My Orders with the return option available as normal. Please do this within the returns window.

We aim to be in touch within 24 hours of receiving your request.

If your return is approved we will email you the return address and instructions for posting the items back. Please do not send anything back before we have confirmed your return, as we may not be able to process it.

Once we have received and checked the items we will complete your return and issue any refund due. If we are unable to accept a return we will always explain why.

Refunds are made to your original payment method via Stripe. We do not offer store credit or vouchers in place of a refund.

Where you return an entire order under your right to change your mind, your refund will include the standard delivery charge you originally paid. Where you return only part of an order, we refund the value of the returned items.

We normally process refunds within 14 days of receiving the returned goods, or of you cancelling an order before dispatch. Once processed, the money usually appears in your account within 5 to 10 working days, depending on your bank.

You will receive an email from us confirming the amount whenever a refund is issued.

If something arrives faulty, damaged or is not what you ordered, please tell us as soon as you can and we will put it right with a refund or a replacement.

In these cases the hygiene restriction on opened items does not apply, and we will cover the cost of returning the goods to us. Photographs of the problem are often the quickest way for us to resolve things, and you can attach these to your message when you contact us.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Subscription deliveries are covered by this policy in exactly the same way as one-off orders.

You can also change, delay, pause or cancel a subscription at any time before its next renewal is charged, from the My Subscriptions area of your account. Cancelling a subscription stops future deliveries but does not automatically refund deliveries you have already received.

If you bought our products from our Amazon store, your order is with Amazon rather than directly with us. Returns and refunds for those orders are handled under Amazon's own policies, through your Amazon account.

If you have any questions about returns or refunds please contact us:

Email: support@healthivo.co.uk

Healthivo is a brand of The Gym Guru Limited, Registered in England & Wales