At BrainGain we want you to be 100% happy with your order but we understand people sometimes change their mind. If you would like to request a refund or exchange, please contact us within 30 days of receiving your order so we can make it right.
Products must be unused and returned in their original packaging. We require the original packaging as our items are heavy goods, and the packaging we provide gives our products the best chance of avoiding damage in transit and reaching back to us safely for inspection, ensuring you receive your refund.
If the product arrives faulty, we will collect the faulty product for free within 30 days of you placing your order. If you change your mind after purchasing within 30 days, there may be a small charge to cover the return collection fee:
Orders under 30kg – £30 collection fee
Orders over 30kg – £40 collection fee (e.g., 2 x 24kg dumbbells = 48kg, which exceeds 30kg)
Once they arrive back at our warehouse, we will inspect the goods, and in most cases, will offer a full refund unless the item shows signs of usage. Once arriving back at our warehouse, your full refund will be processed within 1-5 working days.
We have business rates with our couriers and we get good shipping rates for the heavy goods that we send out daily. However should you wish to use your own courier, you will need to use a trackable shipping service as we are not able to issue a refund until we have received your items.
We don’t accept returns where:
- the product is not in its original condition, including if the item is damaged or missing parts by no fault of BrainGain or packaging is missing;
- the product has signs of use, wear, damage, tamper, washing, or alterations;
Refunds
Once your return is received, we will inspect the items and packaging. Upon inspection, we will decide whether your item(s) reach our standards for a refund. Once your refund has been approved, it will be processed immediately, and your refund will be sent to the card used for payment. We cannot refund to any alternative cards. Refunds can take 3-10 working days to go into your account from the date of the confirmation email. To the maximum extent permitted by law, shipping costs paid by you for the initial delivery of your order are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.