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 email@example.com, live chat or phone.
Let us know your:
- 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?
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.
(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.
- 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
- 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.
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.
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.