Overview
We want you to love ProteinChai. If something is not right with your order, we will do our best to make it right. This policy outlines your rights and our process for refunds, returns, and order issues.
This policy applies to orders placed directly through proteinchai.co.uk. If you purchased ProteinChai through a third-party retailer, please contact that retailer directly — we are unable to process refunds for purchases made elsewhere.
Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by this policy.
1. Satisfaction Guarantee
If the product is not to your liking, we are here to help. For products purchased directly from proteinchai.co.uk, you may request a refund by contacting us at contact@proteinchai.co.uk within 30 days of your purchase date, with your order number and proof of purchase.
All requests are reviewed on a case-by-case basis and are subject to review and approval by ProteinChai. We do not offer refunds for repeated dissatisfaction with the same product.
- This guarantee applies to your first purchase of a given product only
- Repeated refund requests for the same product are not eligible
- The guarantee applies to products purchased directly from proteinchai.co.uk
- ProteinChai reserves the right to modify this policy or decline requests where misuse is reasonably suspected
2. Returns
We accept returns of unopened, undamaged products in their original packaging within 14 days of delivery, in line with your rights under the Consumer Contracts Regulations 2013.
To initiate a return, please email us at contact@proteinchai.co.uk with your order number. We will confirm the return address and next steps.
- Products must be returned in their original, unopened condition
- Return postage costs are the responsibility of the customer unless the item is faulty or incorrectly sent
- Refunds are issued to your original payment method within 5–7 business days of receiving and inspecting the returned item
Please note: as ProteinChai is a food and beverage product, opened or partially consumed items cannot be accepted as returns unless they are damaged, defective, or incorrectly supplied.
3. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, contains the wrong items, has a quality defect, or if anything is missing, please let us know as soon as possible — ideally within 7 days of delivery.
To report an issue, email contact@proteinchai.co.uk with:
- Your order number
- A clear description of the issue
- Photographs showing the damage, defect, or incorrect item where applicable
Once we have reviewed your report, we will either replace the affected item(s) or issue a full refund — at our discretion, and subject to stock availability. Your statutory rights are not affected.
4. Order Cancellations
You may cancel your order without reason within 14 days of receiving it, in accordance with the Consumer Contracts Regulations 2013. This is your legal right of withdrawal.
To cancel, please notify us in writing at contact@proteinchai.co.uk before the 14-day period expires. You are responsible for returning the goods at your own cost, and they must be returned promptly following your cancellation notice.
Refunds will be issued to your original payment method within 14 days of receiving the returned goods or proof of return, whichever is earlier.
5. Subscriptions
If you have an active subscription, you may cancel at any time before your next scheduled order is processed. Cancellations made after an order has been dispatched will be treated in accordance with the standard returns process above.
To cancel a subscription or pause upcoming orders, log in to your account or contact us at contact@proteinchai.co.uk.
6. Important Notes
- All refund requests are assessed individually and are subject to review
- We reserve the right to decline refund requests where we reasonably suspect misuse of this policy
- For orders purchased through third-party retailers (supermarkets, health stores, etc.), please contact the retailer directly
- Refunds will always be issued to the original payment method used at checkout
- We reserve the right to amend this policy at any time; the current version will always be available on this page
7. Contact Us
For any refund, return, or order issue, the fastest way to reach us is by email: