Returns & Refund Policy

At Protein Works, we know from first-hand experience that taste is a very personal thing. While we do everything we possibly can to surpass your expectations every time, we know that very occasionally a product might not quite hit the spot for your personal needs.

 

How long do I have to return a product?

Once a customer purchases a product which has been purchased directly from our website it is backed by our 180 day returns policy, this means that customers have up to 180 days to return the product to us, however you need to notify us that you would like to return a product/order within 90 days. 

If your product is defective

If your parcel contains a defective or faulty product, simply return the product to us by mail and we will refund the full value of the product to you.

If you don't like the taste

If you don't like the taste of your product, simply return the product to us by mail and we will exchange it for another flavour.*

How do I start a return?

To start a return is simple, just send an email to [email protected] with your order number and reason for return and one of our team will contact you as soon as possible.

My Delivery Has Been Damaged  Although we always take great care in how we treat your order, accidents do happen. If your product has been damaged in transit, please contact our Customer Experience Team via email at [email protected] and we will happily arrange a replacement order for you.
One of my Items is Missing From My Delivery

If you think that you have an item or items missing from your order, please first check the despatch note in your box to ensure that there is not more than one box in your delivery. If the product is showing on your despatch note then it should be in the box. 

If it's not then we sincerely apologise, we are only human and do make mistakes from time to time. Simply contact our Customer Experience Team via email at [email protected] with your order details and we will immediately despatch your missing items on a priority next day delivery service.

I Have an Incorrect Item in My Delivery If we have sent you the wrong item in error then just contact our Customer Services Team via email at [email protected], give us the details of the incorrect item and the missing item and we will arrange a collection and re-delivery, obviously all at our own expense. 
I Have an Extra Item in My Delivery Which I Did Not Order Wow, well firstly thanks for your honesty in letting us know. We do sometimes put freebies inside your order as a way of saying thanks for sticking with us. There will be a note in your documentation if we have done this. If we have genuinely sent you an extra product by mistake then if you would be kind enough to contact our Customer Services Team via email at [email protected] then we will arrange to collect the item at your convenience.
When Will I Receive My Refund or Replacement?  Once we have received your Authorised Return back at Protein Works HQ, we will arrange your refund or replacement product within 48 hours. 

*The Small Print

As with all these things, there are some key terms and conditions to read through to avoid disappointment and confusion. Please take the time to read them before submitting any requests. Exchanges for alternative flavours are limited to once per order. Refund requests for flavour feedback will not be accepted.

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