Cancellation Policy

Last updated: 21 October 2026

How to cancel an order before dispatch and exercise your UK online-purchase cancellation rights.

1. Contact us promptly to stop dispatch

Email support@protienhub.shop or call +44 7440 341668 with your order number, the email used at checkout and a clear statement that you want to cancel. If only part of the order is affected, identify the relevant items.

If the order has not been dispatched, we will cancel it and arrange a full refund to the original payment method. If dispatch has already occurred, we will explain how to return the goods. Contacting us quickly helps stop fulfilment, but there is no 24-hour cut-off that removes your statutory cancellation rights.

2. Statutory cancellation period

For eligible online purchases, you may cancel without giving a reason until 14 days after the day you or your nominated recipient receives the goods. Where an order arrives as separate items or parts, the period normally runs from receipt of the last item or part.

Notify us before the cancellation period expires. You can use email, telephone, post or another clear statement communicating your decision. The optional wording below is provided for convenience; it is not compulsory and a valid cancellation does not depend on our approval.

3. Optional cancellation form

To: Protien Hub, 157 Wardour Street, London, W1F 8WQ, United Kingdom; support@protienhub.shop.

I give notice that I cancel my contract for the following goods:

Order number:
Goods being cancelled:
Date ordered / date received:
Customer name:
Customer address:
Date of this notice:
Signature, only if sending this form on paper:

4. Returning goods after cancellation

Send the goods back within 14 days after notifying us of a statutory cancellation. We email a free prepaid return label and instructions. Return the goods to Protien Hub, 157 Wardour Street, London, W1F 8WQ, United Kingdom, using that label, and keep evidence of posting. If there is any delay receiving instructions, contact us so the return can be arranged within the relevant deadline.

Return postage is free for UK customers, whether you change your mind or the item is faulty, damaged, incorrect or not as described. We email a prepaid return label and instructions, with no return-label charge, return-postage deduction or restocking fee. Use the supplied label to return your parcel to Protien Hub, 157 Wardour Street, London, W1F 8WQ, United Kingdom. If you cannot print the label, contact support for help before sending the parcel.

5. Inspection and exceptions

You may handle goods as necessary to establish their nature, characteristics and functioning, as you would in a shop. Where permitted by law, a refund may be reduced for loss of value caused by handling beyond that. Our voluntary unused-item conditions do not replace statutory inspection rights.

A health or hygiene exception applies only to qualifying sealed goods that are unsuitable for return after their seal is broken. It does not automatically apply to all beauty devices and never removes your rights concerning faults or misdescription.

6. Refunds

We refund to the original payment method, including any refundable standard outbound delivery charge. Standard UK delivery is currently free. For a statutory cancellation involving returned goods, the refund is made within 14 days after we receive the goods or evidence of return, whichever happens first, unless an earlier deadline applies. Where no goods need returning, we refund within 14 days of the cancellation notice.

We process refunds to the original payment method within 3 calendar days once the refund is due. For returns, this is after we receive the returned goods or evidence that you have sent them back, whichever happens first. For an order cancelled before dispatch where no goods need returning, this is after your cancellation notice. Your bank or payment provider normally takes a further 7–10 days to display the credit, so please allow up to 13 days in total from the refund becoming due. Contact us if the credit has not appeared after this period. Any earlier statutory deadline takes priority. See the Return & Refund Policy for full details.

7. Other return and faulty-goods rights

We also offer a voluntary 30-day return request window, subject to the conditions in the Return & Refund Policy. Faulty-goods remedies can apply beyond this period. Nothing in this policy limits those rights.