Payment Policy

Last updated: 21 October 2026

Clear information about checkout, payment authorisation and refunds for UK orders.

1. Currency and the amount you pay

Our UK store uses pounds sterling (GBP). Review the item price, quantity, selected variant, any discount, applicable taxes and final total at checkout before submitting your order. Standard UK shipping is free, with no minimum spend. We do not currently deliver outside the United Kingdom.

We will not add an undisclosed delivery charge or optional service after you place an order. If your bank account uses another currency, your payment provider may apply its own conversion rate or charge. These are determined by your provider.

2. Available payment methods

The payment options available for your order are shown at checkout. A method may depend on your device, payment provider or eligibility. Only use an account or payment method that you are authorised to use. Any separate payment-provider terms apply to that service without reducing your rights against us as the retailer.

We do not request payment-card details, security codes, account passwords or one-time verification codes through our support email or contact form. Enter payment credentials only in the payment provider’s checkout interface.

3. Authorisation and order confirmation

Your provider may ask you to verify the transaction. Payment authorisation must succeed before the order can proceed. A pending authorisation on your account is not necessarily a completed charge. The initial order acknowledgement confirms that the order was received; order acceptance is explained in our Terms & Conditions.

Reasonable payment or fraud checks may be required. If a payment cannot be verified or an order cannot be fulfilled, we will explain the next steps and return any payment collected for the unfulfilled order, as applicable. We will not ask you to pay a higher price for an accepted order without your agreement.

4. Failed, duplicate or unexpected payments

If checkout reports a failure, check your billing information and contact your payment provider where needed. Avoid repeated attempts if you can already see a pending charge. Check your order email before placing a replacement order.

If you think you have paid twice or see an unexpected charge relating to Protien Hub, email us with the order number, transaction date and amount. You may provide a redacted screenshot showing only the information needed to identify the transaction. Never send a complete bank statement or unmasked card credentials.

5. Discounts and pricing errors

Any valid discount must appear in the checkout total before payment. Promotions are subject to their stated eligibility and dates. If there is an obvious material pricing error before order acceptance, we will contact you to explain the correction and your options, including cancellation and a refund of any amount collected.

6. Refund payments

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. Full details are in our Return & Refund Policy.

A closed, replaced or expired card can affect how your provider routes a refund; contact us and your provider for help. Refund eligibility, return postage and cancellation rights are explained in the Return & Refund Policy and Cancellation Policy.

7. Payment privacy

Payment providers handle the payment information supplied through checkout. We use the transaction and order information needed for fulfilment, support, refunds, fraud prevention and legal records. See our Privacy Policy for details.