Legal

Refund & Returns Policy

Last updated: 21 July 2026

At Thornton Brook Wellness Ltd, we want you to be satisfied with your purchase. This Refund and Returns Policy sets out your rights and our procedures for cancellations, returns, and refunds.

Summary: You have the right to return any order within 30 calendar days of receipt for a full refund of the product price, provided the product is unused and in its original packaging. Return postage costs are borne by the customer unless the product is faulty or incorrectly supplied.

1. Your Statutory Right to Cancel

As a consumer purchasing goods online, you have the right to cancel your contract within 14 calendar days without giving any reason. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (implementing EU Directive 2011/83/EU) and applies to all orders placed with Thornton Brook Wellness Ltd regardless of where you are located within the UK or EU.

The cancellation period begins the day after you (or a third party you have nominated) take physical possession of the goods.

To exercise your right to cancel within this 14-day statutory period, please inform us before the cancellation period expires by:

You may use the model cancellation form below, though it is not obligatory.

Model Cancellation Form

To: Thornton Brook Wellness Ltd, 14 Thornton Mews, London, W2 4QR | info@muscleszywipeiu.world

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

2. Our Extended 30-Day Returns Policy

In addition to your statutory 14-day cancellation right, Thornton Brook Wellness Ltd offers an extended 30-calendar-day returns window from the date of receipt. To be eligible:

  • The product must be unused and in its original, undamaged packaging.
  • The seal must be intact and the product must not have been opened.
  • You must contact us before returning the goods to obtain a return authorisation.

This extended policy is a goodwill gesture and does not affect your statutory rights. We reserve the right to refuse returns that do not meet these conditions.

3. Return Procedure

  1. Contact us at info@muscleszywipeiu.world with your order number, name, and reason for return.
  2. We will confirm receipt of your request and provide return instructions within 2 working days.
  3. Package the product securely and send it to the address provided, using a tracked postal service. You are responsible for return postage costs unless the item is faulty or incorrectly supplied.
  4. Once we receive and inspect the returned goods, we will process your refund.

4. Refunds

Upon receipt of the returned goods in satisfactory condition, we will issue a refund within 14 calendar days using the same payment method as your original transaction, unless you have expressly agreed otherwise. We will not impose any fee for the reimbursement.

We may make a deduction from the refund for loss in value of the goods if the loss is the result of unnecessary handling by you beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Original delivery costs will be refunded only if you cancel within the 14-day statutory cancellation window and return the entire order. If you exercise our extended 30-day goodwill policy, original delivery charges are non-refundable.

5. Faulty or Damaged Goods

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of receipt at info@muscleszywipeiu.world with a description and, where possible, photographs. We will arrange a replacement or full refund including return postage at no cost to you. Your statutory rights under the Consumer Rights Act 2015 apply in full.

6. Exceptions

The following are not eligible for return under this policy (except where goods are faulty):

  • Opened or partially used products (for hygiene and safety reasons).
  • Products returned after the 30-day window without prior agreement.
  • Products not in their original packaging.

7. Contact

For all returns and refund enquiries, please contact:
Email: info@muscleszywipeiu.world
Telephone: +44 20 7946 0321 (Mon-Fri, 9:00-17:00 GMT)
Post: Thornton Brook Wellness Ltd, 14 Thornton Mews, London, W2 4QR, United Kingdom

Your statutory rights as a consumer are not affected by this policy.