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 email helpdesk@proteinworks.com and the Customer Service team will assist your query. |
| 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.* Exchanges for alternative flavours are limited to once per order. Refund requests for flavour feedback will not be accepted. If you are returning an opened item and prefer store credit instead of a replacement flavor, our Customer Experience Team will issue Protein Works Points to your account. These points will have an expiration period of 3 months from the date of issue. |
| How do I start a return? | To start a return is simple, just send an email to helpdesk@proteinworks.com 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 here. Upon receipt of supporting images, we will happily arrange a replacement order for you. |
| What if my order doesn't get delivered? | If for any reason our courier partners fail to deliver your parcel, you must notify our Customer Experience Team within 30 days of receiving your dispatch confirmation email in order for us to arrange a replacement order or a refund for you. If you fail to notify us within 30 days, we will be unable to offer you a refund or replacement order. |
| One of my Items is missing From my delivery | If you think that you have an item or items missing from your order, please reach out to our Customer Experience team at helpdesk@theproteinworks.com to report the missing items. Please note, missing item request's must be received within 14 days of receipt of the order to enable us to investigate. |
| 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 helpdesk@theproteinworks.com, 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 helpdesk@theproteinworks.com ,then we will arrange to collect the item at your convenience. |
| When will I receive my refund or replacement? | Once your authorised return has been received at Protein Works HQ, we will process your refund or replacement within 48 hours. Please note that refunds may take up to two weeks to appear in your account. Additionally, if your order was successfully delivered, the delivery charge will not be included in the refund. |
| Can I return clearance items? | All clearance items are final sale and are not eligible for return, exchange, or refund. Clearance items are sold as-is, and any discounts applied are reflected in the final price. |
*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. Refunds will only be accepted for products returned in perfect condition.
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