Our Refund Policy

OUR REFUND POLICY

 

Want to request a Remake or Refund?

If you are dissatisfied with your order, and feel the need to request a remake or refund please contact us via email at info@musclefuel.co.nz, live chat or phone.

Let us know your:

- Name

- Order number

- What has happened

- Products affected

- Photos if possible

Our customer service team may require further information to better assess your request. We do not require you to return the products to us. Please dispose of your Muscle Fuel meals in your waste.

 

How long do I have to request a Refund/Remake from when I receiving meals?

Fresh Meals

If you have ordered fresh meals, you have 7 days from when you receive your delivery to lodge a request. If it is after 7 days, unfortunately, we are unable to offer you a refund or a remake.

Frozen Meals

(Meals were Frozen upon delivery – not meals you freeze yourself)

If you have ordered frozen meals, you have 30 days from when you receive your delivery to lodge a request. If it is after 30 days, unfortunately, we are unable to offer you a refund or a remake.

 

Reasons where we may process a Refund/Remake include (but not limited to):

All requests for refunds and remakes will be taken seriously and investigated before a resolution is provided.We are a fair and reasonable business and will work with you to find a solution that works.

Please note that the meals are designed to be stored in your fridge and our range of meals have a life expectancy of Up to 7 days.  Not all of our meals have a life expectancy of 7 days, some will have only 5 days shelf life.  Our meals are made using fresh ingredients, gas flushed and vacuum sealed.  Some meals simply do not hold their quality as long as others and will have shorter shelf life on them so make sure you check the Use By dates on the back of the labels of each meals and eat the shorter shelf life meals first.

Meals

- Incorrect meals delivered

- Wrong size meals received

- Meals have gone off prior to expiry date

- Meal has arrived damaged

- Meal quality not up to standard

Delivery

- Meals not delivered prior to 6pm on delivery day*

- Meals delivered to the wrong address**

Prior to Cancellation Cut off

- No longer require the order

- Want to cancel subscription and orders

 

* Muscle Fuel reserves the right to change the delivery date due to circumstances outside of their control such as public holidays, courier operations, flight or shipping delays due to weather conditions, truck or airplane breakdowns, Government mandated lockdowns or shutdowns. .

 

** Please take care when specifying your delivery address at time of order, as refunds will not be provided if you enter an address incorrectly.

 

Requests for changes after order cut off

- If you request any changes to your order after the cut off including but not limited to delivery address or delivery instructions, unfortunately we can’t offer you a refund if this is unable to be updated.

 

Outcome of Request

You should receive a response to your request within 5 working days. Once a request is approved the below timings apply.

Fresh Remakes

We will slot your remake into the next available delivery which can be up to 2 weeks away depending on the delivery cycle. We may offer you a remake made up of some of our pre-set packs or frozen meals to provide you with an accelerated delivery.

Refunds

If your request for a refund is approved, we will refund you using the same method originally used by you for your purchase, within 5 working days of this being approved. This payment will appear back in your account within another 5 working days – the time this process takes is dictated by your bank or credit card provider. 

Late or Missing Refunds

If you haven’t received a refund after 5 working days, first check your bank account.

Contact your credit card company or bank as it may take some time before your refund is officially posted.

 

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