Our Website Usage Terms & Conditions
The Protein Works™ is a trading name of Class Delta Limited of Unit 1 Aragon Court, Manor Park, Runcorn WA7 1SP. We are a company registered in England (8170845) and our VAT registration number is GB 326 0301 51. Our team can be contacted on 01928-571677 between 8.30am and 6pm Monday to Friday. (Excluding UK bank holidays). We can also be contacted via email [email protected]
1. Use Of The Site
The Protein Works™ Website is an online store with various other accessible elements available to “you” the customer, for example, recipe information, nutritional information, blogs and live feed updates. These Terms and Conditions govern your use of The Protein Works™ website and the Online Store as well as services provided in connection with these.
2. Future Amendments
If you register with The Protein Works™ or buy The Protein Works™ products as a guest user then you will need to:
- Confirm that you are 16 years of age or older.
- Understand that you are entering a binding contract.
- Are not impersonating another person or entity.
The details that you input into our registration form at the time must be accurate and complete at the time you enter them. You must notify us of any changes that are made to your details using the account details section found on ‘My Account’.
4. What Do We Do With Your Data?
We use your data to fulfil any orders you place with us. We also share your data with third party service providers like our delivery partners, who help us to do this and to generally operate our business effectively.
We may, from time to time, use your personal information to administer a prize draw or competition but this will only happen if you have chosen to enter.
If at any time you want to talk to us about your data, for example if you spot a mistake, or if you want to change how we market to you, please contact our customer services team at [email protected] or on 01928 571 677, who will be happy to help.
5. Password Protection And Your Security?
When registering with The Protein Works™ you will need to provide a secure password which will be used every time you log onto the website. This Password must be 6 – 12 Characters long and contain letters and numbers. You must not disclose or share the password with anyone. You are responsible for all activity that occurs whilst your username and password are in use. This includes orders that are made on the website. If you suspect, or know of, somebody else who knows your password, then you must Contact Us immediately.
If The Protein Works™ suspects misuse of the website or a breach of security, we may suspend your account or simply ask that you change your password for security reasons.
6. The Order Process
When ordering on The Protein Works™ website we will always take reasonable care of your personal details and security. We cannot however be held liable for any third party unauthorised access to your personal details and any other data you may have used on our website. When placing an order on our website, you have the right to cancel and return your order within 14 days, for any reason and without justification. If you wish to cancel a contract pursuant to this clause, then please read our Returns Policy on this page for full details on how to return your items and cancel your order.
- When ordering on our website, an electronic contract is created. You place the order for the products you require by pressing the “Submit” button at the end of the checkout process.
- You will be navigated through the website following a series of simple instructions. After you have confirmed an order you will receive an e-mail confirming all of the order details.
- If you see an error on the order confirmation email then you must Contact Us immediately and speak to our Customer Service team.
- Once your product has been shipped you will be notified via an e-mail from our despatch team.
- Acceptance of your order and completion of our contract will be formed when we despatch your order to you. This could change if we do not accept the order from you. In this case you will be notified. You also have the right to cancel your order under the Distance Selling Regulations.
There are various reasons that your order may be unable to be processed. These are:
- If the item is out of stock.
- Inability to authorise the payment from the details you provided us with.
- Product pricing or a descriptive error.
- Not meeting the eligibility that complies with our terms and conditions.
7. Voucher Code Terms And Conditions
Official The Protein Works™ voucher codes entitle you to an extra percentage off your next online order from The Protein Works™. The specific terms of the voucher will detail the offer in question, which might include value discount, percentage discount or a free gift. To claim your discount, you must enter the specific code at the basket page at the time of purchase. Voucher codes can only be used once per customer and household unless stated otherwise. Customers may not create additional accounts in order to use single use codes more than once and The Protein Works™ reserves the right to cancel such orders.
Voucher codes have two definitive formats, product level discount, where a saving is made on the cost of a specific product or size and basket level discounts, where a saving can be made against the full value of the products in the basket. Multiple product level discount codes can be used on the same order but these are not combinable with any basket level discount codes. Voucher codes cannot be used in conjunction with referral codes or other promotions or offers. Voucher codes remain the property of The Protein Works ™ and are not transferable. There is no cash alternative. We reserve the right to withdraw them, refuse or restrict the order at any time. Minimum spend amounts used to activate promotions such as , but not limited to, free delivery and gifts, are based on the total shopping cart value after all discounts and shipping costs have been deducted.
Unless stated otherwise, voucher codes and other offers are not open to employees of The Protein Works™.
Voucher codes and discounts purchased, or provided, from third party voucher code websites will be subject to any further Terms and Conditions found on the third party's website's email.
8. Referral Programme
By registering for an account with The Protein Works™ and placing an order with us you are automatically enrolled on the TPW™ referral scheme. You are eligible to receive TPW™ Points for referrals made after you have placed your first order. There is no earning limit on referral programme points.
New customers must enter your referral code when they purchase which will entitle them to one pouch of 210g whey or vegan protein. Strictly only one The Protein Works™ account per individual and per household. We use sophisticated technology to check for this. The issuing of points is subject to a 14 day delay to allow anti-fraud checks. During this period points will be marked "pending" and will not be available for use until checks have been adequately passed.
All points have a 365 day expiry date. The Protein Works™ reserves the right to withdraw or amend this scheme at any time without prior notice. The Protein Works™ reward points are non-transferable and have no cash value. Cancelled and partially or fully returned orders are not eligible. Any review or decision made by The Protein Works™ is final and not open to further correspondence.
9. Reward Scheme
Having an account with The Protein Works™ will give you access to the TPW™ Points reward scheme programme. We reserve the rights to change the reward scheme at any time without prior notice. The points balance on the reward scheme is not a recognised currency. The points cannot be transferred, exchanged or reproduced. Your points can only be redeemed at www.theproteinworks.com.
All points that have been issued to you will have a 365 day expiry date. The points you collect must be used for online purchases - they cannot be used via any other purchasing method. Only one account can be created per customer. Any abuse of this system will result in a suspension of both accounts created
Reward points are issued for each £1 spent (rounded down to the nearest pound) on individual products and not the total basket. We hold the rights to remove or suspend the points gained from the reward point scheme at any point.
Customers can view an audit trail of all orders and referral transactions that affected their reward points in their “My Account” section online.
Points can only be used to a maximum of £100 value of any order in each calendar month. The redemption system we have in place only allows points to be redeemed on online orders, we can't place orders using points over the phone. Shipping fees will always be chargeable unless the remaining order value meets the free delivery threshold. Please contact us if you have any concerns over the use of TPW™ Rewards Points.
10. Returns And Refunds On Promotional Offers
When returning a product that was available on offer, you will be credited the purchase value of the product when you placed the order, after deducting the value of any discount codes that you had applied. Your statutory rights will not be affected as a result of this.
Products that form part of a bundle can only be returned and refunded where the complete order is returned. Individual products may not be returned and refunded separately.
11. Excluded Services
When using The Protein Works™ website, an internet connection is required to gain access to the website. If any other costs are caused as a result of internet connectivity through third party companies, we will not be held responsible for such costs.
12. Intellectual Property
The content of The Protein Works™ website is trademarked, copyrighted and database protected. You agree that the materials you see and the content that is delivered is a part of our website and shall remain with us and/or our licensors.
You are able to display the content of our website on a computer screen, store content from the website in electronic form, (for example save the domain for future and easy, accessible use). No content can be stored on any networking driver such as a server or any other device that is connected to a network.
You are able to print one copy of content for your own personal use; this must not be commercially used. It is agreed that all of the copyright and intellectual notices are kept attached, apart from this you are not able to: reproduce, modify or copy. You may not distribute for the use of commercial use, any other materials or content on the website.
You may not use The Protein Works™ website for any of the following:
- Unlawful, abusive, threatening, vulgar, harmful or obscene material.
- Sharing material that encourages usage of a criminal nature, resulting in a civil liability or otherwise breaches any relevant laws, regulations or code of practice.
- Accessing computers illegally.
- Disrupting other user’s enjoyment of The Protein Works™ website.
- Breach of laws where public telecommunications are concerned.
- Interfering / disrupting networks, websites connected to The Protein Works™website.
- Storing electronic equipment without permission from the owner.
14. Availability Of The Protein Works™ Website
Although we hope that the website is always running constantly for everyone, we cannot always promise that the website will always work as we intend it to work. If you do experience difficulties, please contact us with all relevant details of the fault or issue you are experiencing.
15. Right To Cancel/ Suspend Your Account
The Protein Works™ holds the rights to cancel or suspend your account at any time if you breach any of the terms and conditions laid out here. You can cancel the agreement with the website by informing us via writing. Doing this will also have to comply with you ceasing to use The Protein Works™ website when/after cancellation is posted. The cancellation or the suspension of your account will not affect either parties’ rights or liabilities.
16. The Protein Works™ Liability
All risks associated with the internet are not of any responsibility of The Protein Works™ website. Although we try to make sure that all of the content on our website is correct, sometimes this may not be the case. We do not hold responsibility.
We will always try our best to make sure the content on the website is correct and accurate at the present date. If this is not the reality then we will try to correct this as soon as we are notified.
In connection with this we would like to state that we are not liable with any of the following:
- If the website is incompatible with your device.
- Technical errors that may occur, such as: Interruptions and faults.
- Unreliable, unsuitable or inaccurate website content.
- The website not being able to meet your demand.
We will not be liable for any damages that are caused to you corresponding with the applicable law. This covers all special or punitive damages that may apply to the usage of The Protein Works™ website.
Nothing in this paragraph excludes The Protein Works™® liability of the products sold and death or injury that is caused by negligence of the website.
The contract between us is made when we despatch our product to you as this is when you will be charged and will be when we have confirmed we can meet your requirements regarding the offer.
17. Third Party Website
We do not take responsibility for any third party websites that you may enter via our website, nor do we take liability for the World Wide Web. The content and materials accessed outside our website are beyond our control.
18. Advertisers And Sponsors
Advertisers and sponsors that appear on our website are of no responsibility of The Protein Works™ website. These sponsors and advertisers submit information at their own liability. We are not liable for any inaccuracy or errors in their promotions.
19. Contact Details And Communications
Applicable laws require that some of the information or communications We send to you should be in writing. When using our site, you accept that communication with us be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not accept your statutory rights.
All notices given by you to us must be given to us at [email protected] We may give notice to you at either the email or postal address you provide to us when placing your order. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after posting a letter.
Our address for written communication is:
The Protein Works™
Unit 1 Aragon Court
20. Your Health
The Protein Works™ products have been designed to help you reach your health and fitness goals. They should be used in conjunction with a balanced diet and training programme and must not be used as your sole source of nutrition. Your health is of paramount importance to us and in the case of any adverse reactions, discontinue use of the product and seek medical advice immediately.
The delivery times will be specified when you ‘checkout’ your order. The order will be delivered to the address that you specified. If you made an error in the address we cannot change it for your current order, but you can easily change it via the My Account section for future orders. We retain the rights to eliminate areas of delivery. Products that are available on special offer can be limited to a ‘set’ amount by us if we feel that other customers access to the products are in jeopardy. If a product you have ordered is unavailable we may send the order to you without that specific product and send it at a later date at or substitute an alternative product. We will always notify you if this is the case, and you have the right to refuse this option.
If the scenario occurs where the products are incomplete or are of bad quality then you must notify us immediately when you receive the products.
It is your responsibility to make sure that a person is present on the day of delivery. If this is not possible then you will have the option to reschedule a delivery slot. If you miss the rescheduled date then the order will be returned to us. We will contact you if this is the case and can redeliver them to you (at your cost for the carriage) or refund you for the cost of the product(s) excluding the delivery fee paid. If you don’t respond to our contacts within 14 working days, you will be refunded, however we will retain the delivery costs that have been incurred by us at our attempts to deliver the products to you.
If you instruct The Protein Works™ that you would like your delivery to be left outside your address, or other location, then we will cease to have any liability to the products that have been left once our courier has delivered your product.
Any restrictions to delivery areas will be found on our Delivery Information section. We aim to fulfil your order within the delivery timescales set out in your confirmation of shipping email or, if no delivery date is specified, then within 30 days of the dispatch confirmation, unless there are exceptional circumstances.
22. Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control ("Force Majeure Event"). This includes any act, event, non-happening, omission or accident beyond our reasonable control and includes (but is not limited to) the following:
- Strikes, lockouts or other industrial action
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or not) or threat or preparation of war
- Impossibility of the use of public or private telecommunications networks
- The acts, decrees, legislation, regulations or restrictions of any government
Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use all reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
23. Defective Goods
We are confident in our product quality but if for any reason you receive defective goods you must Contact Us immediately.
We will begin investigations and we may, from time to time, request more information from you to assist conclude our investigations. In this scenario we will firstly re-arrange delivery for a fresh batch of the product. Your statutory rights will not be affected.
24. Use Of Forums
Our forums allow you to share information and stories with other fellow website users. We always advise that you never post your personal details, this could be your personal telephone number, e-mail address, or your home address. By using the forums you agree that you will not:
- Publish unlawful, abusive, threatening, vulgar, harmful or obscene material.
- Share material that encourages use of a criminal nature, resulting in a civil liability or otherwise breaches any relevant laws, regulations or code of practice.
- Access computers illegally.
- Disrupt other users’ enjoyment of The Protein Works™ website.
- Breach laws where public telecommunications are concerned.
- Interfere / disrupt networks and websites connected to The Protein Works™ website.
- Store electronic equipment without permission from the owner.
All of the information posted on the community forums are views of the community and are not expressive of the views and opinions of The Protein Works™. We do however reserve the right to refuse any posts made as well as removing content. We can also contact you if we feel there is an issue with the posts you have added to our forums. If any of the content on the community forum is offensive or you are generally concerned then you can email [email protected] If we feel that the content that has been reported is unlawful then we may contact the relevant authority to deal with the subject.
You are solely responsible for the message that you display on the forums.
We reserve the absolute right to remove any content without your permission and cease your membership of The Protein Works™ at any time.
25. Lifetime Guarantee
We are so confident in the quality and efficacy of our products that we offer an industry-first Lifetime Guarantee across every product in our range. Whether you don't feel you are achieving the desired results with your formula of choice or in the unlikely event that our delicious flavours don't hit the spot for you, our Lifetime Guarantee is there for your total peace of mind. Although no other nutrition company does this, we will take back your product and replace it with a different product or flavour at the same value. You can't say fairer than that!
How It Works
Whether it's 30, 60, 90 or 360 days after you purchased the item, it is covered in our Lifetime Guarantee. All that we ask is that you are responsible for the cost of returning the product back to us and shipping the new one out to you. If you have only had one or two scoops of the product then we will replace it in full. However if you have used more of the product then we will only be able to offer you a partial credit based on the volume you return. We will weigh the product on its return and credit you the value of the product that is left as TPW™ loyalty points straight into your account for you to redeem at your convenience.
Simply contact our Customer Services Team and quote your order number, then share your experience and we’ll work with you to activate your Lifetime Guarantee
Please understand that this policy is protected by fraud surveillance, we ask you not to abuse it as it will harm the benefit for the majority of our customers. One of our fraud prevention rules will only allow the policy to be activated 2 times per year per customer and a limit of 4 times in total. If you exceed this limit then please contact us and we can look to assist you in other ways.
If you are a customer who is based overseas then please read the Terms & Conditions for the Lifetime Guarantee here.
We reserve the right to remove the policy, amend or stop it at any point without notice
26. Special Offers
From time to time we will have special offers available, we hold all of the rights to remove and add these special offers when we see fit without any prior notice. If a special offer does apply, to your order, then these terms and conditions will apply. We reserve the right to offer, in complete discretion, different offers to different customers at different times.
27. Price Statement
The prices that you see on our website include VAT. We will always aim to keep our prices up to date. We understand that errors may occur on our website, in this case we will aim to correct the mistake as soon as possible.
28. Free Gifts
From time to time, optional free gifts may be offered to customers who meet eligibility criteria. Free gifts are offered on a conditional basis. In the event of order cancellation or return, any free gift provided must also be returned.
29. Data Protection Statement
We will only use or hold your personal information if you have given us permission. If you do place an order with us, this is verification of you doing so.
The personal information that you do agree to us holding will be continually updated and will be destroyed when the reason for its collection in the first place has ceased to exist. The personal data that you have provided will only be passed to third parties that contribute to delivering the service you have committed to. One example being courier services. They will only be able to use this information to complete their part of the process for you.
Privacy is something that we always respect and we are committed to protecting your information at all times.
More information regarding our Data protection can be found in the Security and Privacy section of our website
Unless expressly stated by yourself, you give us permission to share your personal information with:
1. Carefully selected third parties.
2. Companies who form part of our parent group
These options can be changed at any time through My Account
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
Further information along with Klarna’s user terms can be found here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.
31. Governing Law
These terms and conditions are governed by the English Law and will be settled in English courts if needed.
32. Entire Agreement
The entire terms and conditions are an agreement between you and us. They form the entire basis of our relationship. You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.