Returns & Refund Policy
Refunds & Returns 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.
| Returns | Once a customer purchases a product which has been purchased directly from our website, you have up to 14 days to raise a return request to the UK Protein Works head office. |
| 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 helpdesk@theproteinworks.com 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 helpdesk@theproteinworks.com 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 authorized 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, please contact our Customer Experience Team via email here. Upon receipt of supporting images, we will happily arrange a replacement order for you. Please note, missing item request's must be received within 14 days of receipt of the order to enable us to investigate. |
| One of my Items is Missing From My Delivery | If you think that you have an item or items missing from your order 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 helpdesk@theproteinworks.com with your order details and we will support you as quick as possible. 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 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. |
| 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. |
| 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.
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