1. Introduction.

At WGR, we want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items you have purchased. This Returns Refunds Policy sets out our conditions for accepting returns and issuing refunds for items purchased via this website. It also sets out when we will not accept returns or issue refunds.

2. Return period and conditions for acceptance of returns

Subject to the rules set out in this Returns; Refunds Policy, we offer returns for most items within 48 hours post-delivery.

We do not accept returns, for any reason whatsoever, after the returns period has lapsed. This does not affect your legal rights against the seller. You may return items purchased within the returns period, for the reasons listed below.

We shall only accept returns of items that are unused and in the same condition you received them, with their original packaging and seal intact where applicable, unless the item became defective after delivery became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period.

3. Items that cannot be returned

We do not accept returns of certain product categories for health and hygiene reasons. Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item. You are not entitled to a refund or return of these product categories if you have changed your mind.

We do not accept returns of customized orders, We do not accept returns of goods made, configured or modified to your specification . 

We do not accept returns of items that you have damaged after delivery. 

We do not accept returns of items that were damaged during delivery if the logistics provider was requested by the customer.

We do not accept returns of items that were damaged due to prolonged pickup time from the logistics provider as it is expected that all orders are retrieved within 24 hours of arrival.

4. Packaging returns

When returning an item for any reason, you must do so in the exact condition you received it, with its original packaging and all tags and labels attached. Returned items are your responsibility until they reach us, so make sure they are packaged properly and can’t get damaged on the way.

You must not include in the packaging with the returned item any item not pertaining to the returned item as originally received from WGR. You must entirely delete and eliminate all personal data pertaining to you and/or any third party which may be possibly present in an item, and de-latch any account possibly latched to the item. WGR will not be responsible for any items erroneously contained within a returned package, or for any data breach resulting from failure to eliminate personal data contained in a returned item.

5. Refunds

If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item within 72 hours.

For incorrect, defective, or damaged items, you will also be refunded for the full cost of delivery of the returned items, once your return is processed.

If the return is not the result of WGR error or our delivery service providers error (i.e. you changed your mind) you will not receive any refund on delivery fees. 

6. Rejected return and refund requests and forfeiture

All items are inspected on return to verify the return reasons provided. If your return request is not approved by WGR, you shall not receive any refund of the purchase price or the delivery fees, and we will make 2 attempts to redeliver within 3 business days.

If both re-delivery attempts are unsuccessful, we will immediately notify you of the pickup location for a further 30 days from the date of the initial notification. Our notification will include details about contact details and opening hours.

If you do not collect the item within the required period, you shall forfeit the item.

7. No exchange

We don’t offer exchanges. If you would like a different item, please return your unwanted item and place a new order.

8. Further information

For further information please liaise with us via our contact channels:

clientcare@weightgainandrecovery.com