Our refund and return policy

At X Freak Fitness we do not offer refunds, returns or exchanges once your order has been confirmed and dispatched. The only exception is a parcel that arrives damaged, fake or part of a scam, and only when you have a valid unboxing video as proof (see the section below). By placing an order on our website, you agree to this policy.

Why we have this policy

We keep this policy for the following reasons:

• Supplements are sealed, consumable products. Once a parcel leaves us, we cannot confirm how it was stored or whether the seal was opened, so it cannot be safely resold.
• Every product we sell is 100% original, so there is no quality issue that needs a return.
• Without a video of the parcel being opened, we cannot verify what was inside when it arrived, so claims made afterwards cannot be accepted.
• Courier charges in both directions plus handling make returns very costly for a small business and would raise prices for everyone.

Our 100% original guarantee

We stand behind the authenticity of every product we sell. If you are not sure about a product you received, you can check it yourself:

• Visit the brand's official website and use its authenticity or batch-code verification page, if the brand has one.
• Email the brand's official support team clear photos of every side of the product: front, back, both sides, top, bottom, seal, and the batch number with expiry date.
• If you still have a concern after the brand replies, share the reply and your unboxing video with us and we will look into it.

Unboxing video: the only way to claim a return or refund

There is only one way to get a return or refund: a clear unboxing video of your parcel. If the parcel arrives damaged, you receive a fake or wrong product, or the order turns out to be a scam, the return and refund policy can apply, but only if you recorded the video as described below.

• Start recording before you open the parcel. The sealed parcel and the shipping label (name, address, order number) must be clearly visible at the start.
• Do not pause, cut or edit the video. Record continuously until the product is fully opened and shown.
• Show all sides of the outer packaging, then open the parcel on camera.
• Take the product out and show every side, the seal, the batch number and the expiry date.
• If anything is damaged, wrong or looks fake, show it clearly in the same video.
• Keep the original video until your claim is fully closed.

Before you place your order

Because orders are final, please double-check these before you pay:

• Product name, size and flavour.
• Quantity and total price.
• Your full address and an active phone number.
• If you have any question, message us on WhatsApp first. We are happy to help before you order.

When the parcel arrives

• Check that the outer packaging is not torn, wet or opened before you take it from the rider.
• If the parcel looks tampered with, do not accept it and message us right away.
• Keep your phone ready so you can start the unboxing video before you open the parcel.

Damaged, fake or wrong item

If your unboxing video shows damage, a fake or wrong product, or a scam, contact us within 48 hours of delivery and send:

• The full, uncut unboxing video.
• Your order number.
• Your name and phone number.
• A short description of the problem.

Cancelling an order

You can ask us to cancel your order only before it is handed to the courier. Message us on WhatsApp or email with your order number as soon as possible. Once the parcel is dispatched, it cannot be cancelled. If you refuse to accept a parcel that is correct and undamaged, we cannot refund the order or the shipping charges.