Refunds & Returns

This page explains how to cancel an order and how our 30 day money back guarantee works. 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 if you are not happy with anything you receive, for any reason, you can have a full refund or a free replacement within 30 days of it arriving. There is nothing to send back. Requests are made 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, but the guarantee below still covers it once it arrives.

Under the Consumer Contracts Regulations 2013 you have a legal right to cancel within 14 days of receiving your order. Our guarantee goes further and keeps it simple: if you are not happy with anything you receive from us, for any reason, tell us within 30 days of it arriving and we will give you a full refund for it or send you a free replacement, whichever you prefer. Our systems allow 31 days from the day we estimate your order arrived, so you will never get less than the full 30 days.

It does not matter whether the product has been opened, and you do not need to send anything back: keep what you have.

Fair use. The guarantee is a goodwill promise on top of your statutory rights and is subject to fair use: we may refuse a claim under it, or withdraw it from a customer or account, where we reasonably believe it is being abused, for example through repeated or excessive claims. Your statutory rights, including where an item is faulty, are never affected.

Requests are handled through your account, so that your order details and our replies all stay in one place. You will need an account to make a request online.

The Refund or replacement button appears once your order has been marked as delivered, and stays available for the length of the guarantee. 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 the guarantee without waiting for our estimate to catch up.

You can check out without an account, but guarantee requests are made from within an account, as is confirming that an order has arrived. If you ordered as a guest and would like a refund or replacement, 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 Refund or replacement option available as normal. Please do this within the 30 days.

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

Once your request is approved we will issue your refund or send your replacement, free of charge and with delivery included. There is nothing to send back, so please keep the product.

If we are unable to accept a request, for example under the fair use terms above, 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 your refund covers an entire order, it includes the standard delivery charge you originally paid. Where it covers only part of an order, we refund the value of those items.

We normally process refunds within 14 days of approving your request, 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. Within 30 days of it arriving the guarantee above covers it: ask for a refund or a replacement from your account. After that, contact us and we will put it right in line with your statutory rights.

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 (company no. 15030595). Registered office: 55 The Crescent, Congleton, England, CW12 4BQ. VAT no. GB523242917.