At Protein Works, we know from first-hand experience that sports nutrition 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.
Once a customer purchases a product which has been purchased directly from our website it is backed by our 365 day returns policy, this means that customers have up to 365 days to return the product to us. We are so confident that you will love our vigorously & highly engineered products that we encourage you to try our products and in the unlucky event that you are dissatisfied with our products you can return the product to us under our returns policy..
|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.
|I Would Like to Cancel My Order||
If you have already placed your order and would now like to cancel it then you can contact our Customer Services Team via email at [email protected]
If your order is still in our warehouse (highly unlikely as we are that efficient) then we will simply cancel your order and refund you your payment
If your order has already been despatched we will attempt to cancel it at the carriers depot. If we are successful then we will be able to credit your order in full.
Unfortunately if your order is already out for delivery then we will need to charge you for the cost of the delivery.
|I Need to Return a Product||
We hope you never have the need to return a product to us. However, should this be the case then we want to ensure that the process, is simple, hassle-free and causes you, our customer, the minimum amount of disruption. Unlike many of the nutrition companies out there we believe in the quality, effectiveness, and value for money of all of our products and as such we are willing to stand by these claims and are therefore happy to offer a no quibble guaranteed returns service. We are not going to ask you to send us photographs of the product, nor to get written witness statements or notaries so we know you are telling the truth, we already know you're telling the truth as we trust you.
If you need to return a product simple contact our Customer Services Team via email at [email protected] and quote your order number, the product you would like to return and the reason you need to return your product. Because we need to track every return to ensure it gets back to us so that we can give you your credit, we are unfortunately unable to accept any returns that do not have an authorised returns number.
|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 and you wish to return it then simply contact our Customer Services Team via email at [email protected] and we will happily arrange a replacement or refund 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 Services 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.|
|You Have Tried to Deliver to me But I Wasn't in||
We will make three attempts to deliver to you but if we are unsuccessful with all three then your order will be returned back to Protein Works HQ. Our Customer Services Team will then contact you to discuss what you would like to do. If you request another delivery or delivery to another address then we will, unfortunately, need to charge you for this second delivery charge
If you would like a refund then we will be happy to arrange this but we will only be able to credit you the cost of the goods and not the delivery charge.
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.