Refund policy

Our products are fresh and perishable, so we don’t offer returns or refunds for change of mind. If your order arrives damaged, spoiled, incorrect, incomplete, or doesn’t arrive, we’ll put it right with a replacement or refund. This policy doesn’t affect your statutory rights.

Contact for all issues:
theproteinbaker@gmail.com
Please include your order number, photos, and a brief description.

When we’ll refund or replace

We’ll offer a refund or replacement if, on delivery, your order is:

  • Damaged in transit (e.g., crushed box, broken seal, leaking/jar damage).

  • Spoiled/unsafe on arrival (temperature abuse, off-odour/appearance).

  • Not as described, incorrect, or missing items.

  • Lost, excessively delayed, or delivered to the wrong address by the courier.

Timeframes to report:

  • Quality, temperature or damage issues: within 24 hours of delivery.

  • Wrong/missing items or non-delivery: within 7 days of the scheduled delivery date.

Tip: If you believe an item may be unsafe, do not consume it. Keep it refrigerated/frozen as applicable and take clear photos before disposing if we advise.

What we may ask for

To investigate quickly, please email us with:

  1. Order number and delivery address

  2. Photos of the outer box, shipping label, inner packaging, the product(s), and any batch/BBE label

  3. A short description of the issue and whether you prefer a replacement or refund

We may ask you to keep the item for a short period (or dispose of it safely) while we review.

How we resolve problems

Depending on the issue, we will provide one of the following:

  • Replacement of the affected item(s) to the same address

  • Refund to your original payment method (full or partial, matching the issue)

  • Store credit if you prefer

We handle courier queries for you—please contact us first rather than the courier.

When refunds don’t apply

  • Change of mind or taste preference (no fault present)

  • Items opened/part-consumed where no quality issue exists

  • Incorrect address supplied at checkout, or parcels not collected after a missed delivery attempt

  • Parcels left in a safe place or with a neighbour at your request

  • Items not stored as directed after delivery (e.g., not refrigerated)

  • Allergy issues where the product/label was correct and allergens were clearly declared

Returns of perishable goods

For food safety reasons we usually don’t accept returns of perishable items. If investigation is needed, we’ll guide you on photos, disposal, or (in rare cases) collection.

Delivery responsibility

We’re responsible for your order until it’s delivered to you. If something goes wrong in transit, we’ll liaise with the courier and sort it.

Order changes & cancellations

We can amend or cancel orders before preparation/dispatch begins. Because our products are fresh, once preparation has started we may be unable to cancel or change the order.

Allergens & storage

Always check the product pages and labels for ingredients and allergens, and follow any storage and use-by guidance. If you have a severe allergy, please contact us before ordering.