Please note that Protein Pantry no longer makes products available for online purchase. Our policies and terms remain visible online as a point of reference only.
SHIPPING POLICY
Delivery dates and delivery time scales are estimates only and are not guaranteed! We can not compensate or refund orders or shipping fees for items that did not arrive within a specified time frame or on a stated delivery date unless a refund or compensation is offered by the relevant courier or postal service.
International Shipping:
We can post items to select countries outside of the UK. Upon checkout, if you can not find the country you would like to be delivered to, unfortunately we are unable to deliver to that location at the moment.
International shipping fees do not include customs fees and any other import fees or taxes that may be applicable to your location. As the recipient you are responsible for covering any additional fees that may occur for your item to be released from customs and/or to be delivered to your location. We can not compensate for any additional fees incurred.
RETURNS, CANCELLATIONS & REFUNDS
Our products are catagorised as perishables and therefore can only consider refunds and returns under limited conditions.
Damaged & unwanted Items
Damaged Items
please contact us to process a return if you received damaged items and feel they are unfit for consumption. You must report damage to us within 48 hours of receiving your items.
contact us via email on info@proteinpantry.com to report damaged items. Damaged and faulty items must be returned to us for a refund.
Unwanted Items
Due to our items being short life, perishable food items, we can only accept items that you no longer want, or have changed your mind about under the following criteria:
1).You must inform us within 48 hours of receiving your items if you no longer want them, or to report any damage or fault. We will not accept returns or consider refunds after this 48 hour period.
2). Items must be unopened and in their original packaging. We can not consider refunds or accept returns on items that have already been opened, or consumed in part or in full.
3). items must be returned to us within the time period we specify (this will usually be 3-5 days, but details will be confirmed in your returns agreement). Due to the items being perishable, we can not accept items that are not returned within this time frame
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.
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
Where we find an item has been missed from your order, we will refund the missing item in most instances rather than replace it.
Due to items being perishable, you must inform us within 48 hours of receipt if you have received and incorrect item and want a refund. We can not consider returns or refunds on any items after this period
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 specified date on your returns label. 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 at the moment.
Should you choose to keep the item, we can not issue a refund or send a replacement.
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.
Refunds and compensation
Due to our products being perishable, items are considered as "delivered" from the first delivery attempt. It is the customers or recipients responsibility to ensure that their order can be delivered on the date given by the courier or that appropriate alternative arrangements are made to ensure delivery.
We can not refund orders under the followinf circumstances:
1).We can not refund orders that are returned to us by the courier due to unsuccessful delivery attempts. Please use the delivery management options sent to you by the courier to ensure your items are delivered securely.
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.
3).We can not refund an order if you have delayed collecting or requesting redelivery of your order-please ensure your items are redelivered or collected within 48 hours.
4).We cannot refund orders that have been damaged or have perished whilst being held in a depot, post office or collection point for 48 hours or more.
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:
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incorrect
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inaccurate or not recognised by the shipping address data bases used by couriers
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refused at the delivery location
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lost or delayed due to an incorrect or inaccurate address being provided.
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.
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.
Missing/Lost Parcels, delivery delays and Problems with Order upon Receipt
You must inform us within 48 hours of receipt of your delivery if there is a problem with your order.
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.
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.
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.
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.
DELIVERY DELAYS:
Delivery time scales are estimates only NOT GUARANTEED.
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.