Refund policy
Returns and Refunds Policy
Last updated: 5 June 2026
This Returns and Refunds Policy explains how Mach Nutrition Ltd (“Mach”, “we”, “us” or “our”) handles returns, cancellations and refunds for products purchased from www.machnutrition.co.uk. This policy should be read alongside our Terms and Conditions, Privacy Policy and Cookie Policy.
1. Contact details
Mach Nutrition Ltd
Bartle House, Oxford Court, Manchester, England, M2 3WQ
Email: contact@machnutrition.co.uk
Website: www.machnutrition.co.uk
If you have any queries about returns, refunds, cancellations or subscriptions, please email us and we will help you.
2. Your legal rights
Nothing in this policy affects your statutory rights as a consumer. If goods are faulty, not as described, or do not do what they are supposed to do, you are entitled to remedies under UK consumer law, which may include a refund, repair or replacement depending on the circumstances.
If you buy online, by mail order or by phone, you generally also have the right to cancel your order within 14 days from the day after you receive the goods, even if the goods are not faulty, subject to the exceptions set out below.
3. Change of mind returns
If you change your mind about an eligible order, you must tell us within 14 days of receiving the goods.
After telling us you wish to cancel, you have another 14 days to send the goods back to us.
Once we have received the returned goods, or you have provided proof that they have been sent back, we will refund the price paid for the goods, within 14 days.
Unless the goods are faulty, damaged or not as described, you are responsible for the cost of returning them, and we do not cover return shipping for change-of-mind returns, provided we made this clear to you before purchase.
4. Condition of returned goods
You may handle goods as you would in a shop to decide whether you want to keep them, but if the goods are used beyond what is reasonably necessary to inspect them, we may reduce your refund to reflect any diminished value, where the law allows.
To help us process your return efficiently, please return goods in their original packaging where possible and include your order number.
5. Faulty, damaged or incorrect items
If your order arrives faulty, damaged, missing items or not as described, please contact us as soon as possible with your order number and details of the issue.
We may ask for photographs, batch details or the return of the goods so that we can investigate the issue. If the goods are faulty, not as described or not fit for purpose, we will offer a remedy in line with your legal rights, which may include a refund, replacement or repair depending on the circumstances.
Where a return is due to a fault or error on our part, we will cover the reasonable return costs where required by law.
6. Items that cannot be returned
Some items are exempt from the right to cancel, including goods that are:
- made to your specifications or clearly personalised.
- sealed and not suitable for return for health protection or hygiene reasons once unsealed.
- liable to deteriorate or expire rapidly.
-
otherwise excluded by law.
If any product is non-returnable, we will make this clear on the relevant product page before purchase.
7. How to return an item
To start a return, cancellation or refund request, email contact@machnutrition.co.uk with:
- your name.
- your order number.
- the product or products you want to return.
- the reason for the return.
We will then send you the return address and any further instructions by email.
Please do not send items back without contacting us first, as the return address may vary depending on the item or issue. We do not cover the cost of return shipping for change-of-mind returns.
8. Refund timing
Refunds are made to the original payment method unless we agree otherwise.
Where a refund is due for a cancelled order, we will issue it without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.
Where a refund is due because an item is faulty or not as described, we will process it as quickly as reasonably possible once the issue has been confirmed.
9. Subscriptions
If we offer subscriptions or repeat-delivery plans, you can cancel your subscription at any time through your customer profile unless we tell you otherwise at the point of sign-up.
If you have any queries about subscriptions, refunds or any related account settings, please email contact@machnutrition.co.uk and we will help you.
10. Gifts, bundles and promotions
If you return a product that was part of a bundle, promotion or gift-with-purchase offer, the refund may need to reflect the bundle or promotional pricing applied at checkout. If a free gift was included with your order, it may also need to be returned where reasonably requested.
Where special promotional terms apply, those terms will be shown at the point of purchase.
11. Contact us
If you have any questions about this policy or need help with a return or refund, contact us at:
Mach Nutrition Ltd
Bartle House, Oxford Court, Manchester, England, M2 3WQ
Email: contact@machnutrition.co.uk
Website: www.machnutrition.co.uk