Return & Refund Policy
Last updated: 9 September 2026
At PROTEIN POWER®, we want you to shop with confidence. If you are not satisfied with your purchase, you may request a return in accordance with the policy below.
This policy does not affect any statutory rights you may have under applicable UK consumer law.
1. 30-Day Return Period
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item should be:
- In the same condition that you received it
- Unused and undamaged, except where reasonable handling is permitted by applicable consumer law
- In its original packaging where possible
- Complete with any accessories, components, or documentation supplied with the product
- Accompanied by proof of purchase
Please contact us before returning an item so that we can provide the appropriate return instructions.
2. How to Start a Return
To request a return, please contact:
Email: support@proteinpower.shop
Please include your order number and the reason for your return.
If your return is accepted, we will provide instructions explaining how and where to return your item.
Please do not send products to us without first contacting our customer support team.
3. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is damaged, faulty, defective, or different from what you ordered, please contact us as soon as possible so that we can investigate and provide an appropriate solution.
When contacting us, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
Where an item is confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will handle the matter in accordance with applicable consumer law.
4. Non-Returnable Items
Certain products may not be eligible for return where an applicable legal exception applies, including:
- Custom-made or personalised products
- Products that cannot be returned for health or hygiene reasons once unsealed, where applicable
- Perishable goods
- Hazardous materials or certain flammable products
- Products damaged after delivery through misuse or improper handling
Please contact us if you are unsure whether a particular item can be returned.
Nothing in this section limits your statutory rights regarding faulty or misdescribed goods.
5. Exchanges
If you would like a different product, size, or weight option, please contact us.
Where appropriate, the simplest process may be to return the original item and place a new order for the required product once the return has been arranged.
Product availability cannot be guaranteed.
6. Refunds
Once your returned item has been received and inspected, we will notify you about the status of your refund.
If the refund is approved, it will be issued to your original payment method.
Where applicable under UK consumer law, refunds will also include the appropriate standard outbound delivery charge.
Please allow additional time for your bank or payment provider to process and display the refund after it has been issued.
Where required by applicable law, refunds will be processed within the legally required timeframe.
7. Return Shipping Costs
For returns made because you have changed your mind under our 30-day return policy, the customer is generally responsible for the cost of returning the item, unless otherwise stated or required by law.
If an item is confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will provide an appropriate return solution and cover reasonable return costs where required.
We recommend using a tracked shipping service when returning products.
8. Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will attempt to cancel the order before dispatch, although this may not always be possible once processing has started.
If your order has already been dispatched, you may still have return and cancellation rights in accordance with this policy and applicable UK consumer law.
For eligible distance purchases, UK consumers generally have a statutory right to cancel within 14 days after receiving their goods, subject to applicable exceptions.
9. Contact Us
If you have any questions about a return, refund, exchange, or cancellation, please contact:
PROTEIN POWER®
106 Russell St
Middlesbrough
TS1 2AD
United Kingdom
Email: support@proteinpower.shop
Phone: 01642 801677
Website: proteinpower.shop