RETURNS POLICY
Our returns policy must be read in conjunction with our Terms & Conditions.
When you receive your item, please check the product is correct before opening or use.
Your right to change your mind
If you have ordered a product and you have changed your mind, you have the right to cancel your order within 14 days from the day after the date of receiving the product.
We cannot accept any returns which have been opened or damaged. We only accept returns in its original packaging and is not defective in any way. Please state whether you require a refund or replacement product on the Returns Form by following the Returns Process below.
Faulty, damaged or the wrong product
We sincerely apologise if you have received a wrong, damaged or faulty product, and would like to resolve this promptly.
If the product is faulty you can either send the product back to us and we can get it replaced or you may end the contract and get some or all of your money back providing the product is returned to us in the condition it came to you, you have provided a returns authorisation code (by obtaining it from our customer services) and the product is returned within 14 days of receiving it.
To arrange a return or report a problem ….
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You must contact our customer service team at customerservice@sheprotein.com within 14 days of receiving the item and tell us about the product you would like to return or replace.
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The customer service team will need your name and address, the order number, product details, reason for return and they will provide the return address and a returns authorisation code.
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The product will need to be packaged securely so that it does not get damaged in transit on its return.
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The product must be sent by a tracked delivery service and you must take out insurance for the product. Any product being returned to us is your responsibility until it reaches our premises.
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Once we have received the product (within 14 days of you receiving the product) and the customer services team have inspected it, we will either:
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refund the price of the product along with any delivery costs (less any deductions if applicable); or
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send out a replacement product.
Postage
We can refund return postage costs where the product is faulty, damaged or we have sent you the wrong product. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at +44 (0)333 344 2263 or write to us at customerservice@sheprotein.com.
The returns address is SheProtein, 17 London Road, Alderley Edge, Cheshire, SK9 7JT