Refund policy

MyGymSupplements.Shop — operated by MY.SHOPGROUP LTD

1. Returns

We offer a 14-day return policy from the date you receive your order.

Eligibility:

Items must be unopened, unused, and in the same condition as received.
All tags, seals, and original packaging must remain intact.
Proof of purchase (receipt or order confirmation) is required.

How to start a return:

Email hello@mygymsupplements.shop.

You can contact us at hello@mygymsupplements.shop with any return queries.

2. Customer Error & Return Postage

If your parcel is returned to us due to customer error (incorrect address provided, not collecting from local depot, refusing delivery):

Postage Refunds: We cannot refund the original shipping cost.
Resending Items: A new postage charge applies if you want the order resent.
Prevention: Please double-check your delivery address during checkout.

3. Customer Responsibility for Address Accuracy

Customers are fully responsible for providing complete and correct delivery details.

Orders shipped to an incorrect address due to customer error are non-refundable.
Once dispatched, we cannot amend address details.

Please review your shipping information carefully before confirming your order.

4. Unclaimed Items & Customs Fees (International Orders)

Customers are notified by the courier/customs if an item is held or requires fees.
If unclaimed, the parcel may be returned via economy mail (can take up to 8 weeks).
Reshipments require full payment of postage, customs fees, and handling charges.
No refunds will be issued for unclaimed or customs-fee-unpaid returns.

Customs fees are the customer’s responsibility and must be paid to release the parcel.

5. Conditions for Returns

We accept returns if:

The product is defective, damaged, or not as described.
The wrong product was sent.
The order arrived late.
The customer changed their mind (unopened, unused).
The customer is unhappy with the product for any reason.

Sale items are eligible for refund under the same conditions.
Supplements/perishable items are not returnable unless faulty or incorrect.

6. Exchanges

No exchanges for supplements/perishable items.
Clothing and accessories can be exchanged if unworn and in resaleable condition.

7. Return Shipping

If the return is due to our error, we will provide a prepaid return label.
For change-of-mind returns, customers are responsible for return postage.

8. Processing Times

Returns are processed within 3–5 working days after receipt.
Refunds are issued to your original payment method via Shopify Payments or PayPal.
Banks may take up to 10 working days to process refunds.

9. Cancellations

You can cancel your order at any time before dispatch by contacting us.
If the order has already been processed or shipped, follow the returns process.

10. Missing Parcels

Step 1 — Contact Your Local Delivery Partner

Before contacting us, use your tracking number to check with your local courier:

DPD

Step 2 — Contact Us

If you still need help after speaking with your delivery partner, email hello@mygymsupplements.shop with:

Tracking number
Courier’s response

If your parcel shows as delivered but hasn’t been received, complete our Declaration of Non-Receipt within 5 working days of the delivery scan. Claims made after this period cannot be processed.