Refund policy

Last updated: 21 October 2026

Free UK returns for change-of-mind and faulty-item returns, a 30-day return request window, and clear refund timing alongside your statutory UK consumer rights.

1. Our voluntary 30-day return policy

You may request a change-of-mind return within 30 calendar days of delivery. Under this additional voluntary policy, the item must be unused, with its original packaging, accessories and supplied components. Please provide your order number or other evidence of purchase so we can identify the transaction.

We do not charge a restocking fee. These voluntary conditions do not restrict the separate cancellation rights, inspection rights or remedies for faulty goods described below.

2. Your statutory right to cancel

For eligible online purchases, you may cancel without giving a reason until 14 days after the day you, or a person you nominate, receives the goods. If one order is delivered in separate parts, the applicable cancellation period normally runs from receipt of the last item or part.

Send us a clear cancellation statement by email, telephone or post before the deadline. You then have 14 days after telling us to send the goods back. Our Cancellation Policy includes an optional cancellation form; using it is not compulsory. You do not need our permission to exercise a valid statutory cancellation right.

You may inspect the goods as you would in a shop to establish their nature, characteristics and functioning. Where the law allows, we may deduct a reduction in value caused by handling beyond what is necessary for that inspection. Original packaging is helpful for protection, but its absence does not automatically remove statutory rights.

3. Hygiene-sealed items

The statutory change-of-mind right can exclude goods supplied with a health or hygiene seal that are genuinely unsuitable for return once that seal is broken. This exception is not a blanket exclusion for every beauty device. It applies only where the legal conditions are met and does not affect rights when goods are faulty, damaged or not as described.

4. How to arrange a return

Email support@protienhub.shop or call +44 7440 341668. Include your order number, the item and whether you are cancelling or reporting a problem.
We email a free prepaid return label and instructions. The return address is Protien Hub, 157 Wardour Street, London, W1F 8WQ, United Kingdom. Use the emailed label when posting your parcel.
Pack the item securely, include its supplied accessories where applicable, and retain proof of posting and tracking.
We confirm the outcome and arrange the appropriate refund, repair or replacement.

Contacting us for a label helps route the parcel correctly. If instructions are delayed, tell us promptly; our administration must not prevent you from exercising statutory rights.

5. Free UK return postage

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.

6. Faulty, damaged or incorrect goods

Goods must meet the standards required by UK consumer law, including being as described, of satisfactory quality and fit for purpose. Report a problem promptly and stop using an item if it appears unsafe. Tell us what happened; relevant photographs can help, but are not an automatic condition of a legal remedy.

Where applicable, you have a short-term right to reject faulty goods within 30 days. Other remedies can include repair, replacement, a price reduction or a refund, depending on the circumstances. Rights can continue beyond our voluntary return window and any manufacturer guarantee. We handle your claim as the retailer and will not require you to pursue a manufacturer instead.

7. Refunds and exchanges

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.

We refund the price paid and any refundable standard outbound delivery charge. Standard UK delivery is free. Your statutory refund rights remain unchanged, including applicable cancellation deadlines.

If you would prefer another item, contact us to discuss the available return and replacement options. Product availability may change. No exchange arrangement limits a statutory entitlement to a refund.