Due to the nature of our products we are unable to accept returns under most circumstances. As our products are considered perishable by most couriers, they may be prone to some damage during transit.

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Damaged & unwanted Items

 

Damaged Items

 

Only items shipped via DPD may be eligible for return if you received them damaged and feel they are unfit for consumption. Please contact us via email on info@proteinpantry.com to report damaged items. We can only refund items that are sent back to us.

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Unwanted Items

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Due to our items being short life, perishable food items, we can only accept items that you longer want, or have changed your mind about under the following criteria:

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1). Returned items must be unopened and in their original packaging with no signs of damage to either the external packaging or the product within.

2). Items must have a minimum of 2 weeks remaining on their best before date by the time it is returned to us. Any items we receive back with less than 2 weeks on the best before date, will be redirected back to you and we will be unable to refund them.

Please note: Some products already have a shelf life of 2 weeks or less, these unfortunately will not be eligible for returns

3).Only items that you have received within the last 7 days are eligible for return, in addition to meeting our other criteria.

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For all items being returned, You are responsible for return shipping fees and we can not reimburse or compensate this. Shipping fees from your original order are non refundable. If you proceed with a returns request, please ensure you use a service that offers tracking or delivery confirmation. We are unable to process your returns request if we do not receive your items back. Please ensure you enclose something in your return package that includes your name and order number so that we can identify the return when we receive it.

 

Please address your returns to:

FAO: E. Williams

26 Mystery Close

Liverpool

L15 0AB

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We are unable to refund items that have already been consumed or opened from their original packaging. We are unable to offer replacements or exchanges at the moment.

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Missing or incorrect items

If you believe an item is missing or your order is incorrect in any way please inform us by emailing us: info@proteinpantry.com

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After investigating your claim, if we agree an item was missing from your order this will be refunded. We are unable to send replacements.

 

If you have received an incorrect item, we will enable a returns process for you so you can have this item refunded. You must dispatch your return by the date determined by us. We can not accept returns after the stated period and will not be able to enable an additional returns process for you. Upon receipt of your returned item, a refund will be issued. We are unable to send replacements.

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Cancelling an Order

 

You may cancel an order prior to it being dispatched. Once your order has been dispatched we are unable to cancel your order.

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Refunds and compensation

 

1).We can not fully refund orders that are returned to us by the courier due to unsuccessful delivery attempts. A partial refund may be offered at our discretion with the following deducted:

• original shipping fee

• DPD's return processing fee (starts from £10, dependent on location and courier used)

• Any other fees or tariffs that may have occurred as a result of an attempted delivery, anticipated delivery or a return.

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If the return processing fees exceeds the value of your order we cannot issue a refund.

 

2).We can not refund orders that have been returned to us as a result of being held in a depot or post office waiting for redelivery instructions or collection, and the items have reached or exceeded their best before date.

 

3).We can not refund an order if you have delayed collecting or requesting redelivery of your order and the items have then reached or exceeded their best before dates.

 

4).We cannot refund orders that have been damaged or have perished whilst being held in a depot or post office or collection point.

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5).We cannot fully refund orders that have been returned to us as a result of an unsuccessful delivery if the address or recipient details provided is:

• incorrect

• inaccurate or not recognised by the shipping address data bases used by couriers

• refused at the delivery location

• lost or delayed due to an incorrect or inaccurate address being provided. 

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5).We can not offer refunds or compensation on your order or on your shipping fee for items that take longer than the estimated delivery or for items that do not arrive by a specified date.

 

6).We can not offer refunds or compensation on your order or shipping fees for items that have not been delivered within the estimated time frame or by specific date as a result of operational issues (or similar) within the courier or postal service's network.

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7). We can not refund items that were delivered to a 'safe place' or a nominated alternative address/location, and the items are not at the expected location. 'Safe Place' deliveries and changes to the delivery location are requested at the recipient's own risk and it is the responsibility of the recipient to ensure that alternative delivery arrangements are secure.

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Missing/Lost Parcels, delivery delays and Problems with Order upon Receipt

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You must inform us within 48 hours of receipt of your delivery if there is a problem with your order.

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You must inform us within 14 days from date of dispatch if you have not received your order. We may not be able to trace your package or rectify any issues if we are informed outside of these time frames.

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MISSING & LOST PARCELS:

If you believe your order has gone missing or has been lost by the courier or post service used you must inform us as soon as possible. You must allow us to work with the relevant service provider to investigate your claim before any refunds are issued. The length of time it takes to investigate lost or delayed items will vary between service providers.

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If the service provider determines your item was delivered and is able to provide proof of delivery, we will be unable to issue any refunds. Any further disputes will need to addressed directly with the courier.

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If a service provider determines your item is lost or delayed and eligible for compensation, we can issue a refund in line with the compensation offered.

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DELIVERY DELAYS:

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Delivery time scales are estimates only NOT GUARANTEED.

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If you have not not received your order within 7 working days from the date of dispatch, and the tracking information has not updated, please get in touch so we can determine the status of your item with the relevant service provider.

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