Free UK Returns
Something not quite right? Returns are free for UK orders. Here’s how you should go about it.
START YOUR RETURN ONLINE
If something isn’t quite right, we’ll give you 30 days to return your order. To kickstart your return, log in to your online account, enter your order number and email and select the returns button. From there, select the item you’d like to return. If you’re returning an item that is faulty or incorrect, a message box will be presented after following the above steps. Please provide more information on your order and a member of our customer service team will get in touch to help resolve this.
ARRANGING THE RETURN
We will then provide you with a number of options for returning your item so that you can choose the one that is the most convenient for you. If your return falls outside of any of these services, you will be redirected towards customer services for support.
Once you have selected your returns service, you will be provided with a QR code and emailed a return label. If your order isn't eligible for free returns, you will be asked to provide your card details to pay for the return, and will be provided with the returns label upon doing so. You will then have an extra 14 days to return your order to us. Please return your items in their original packaging, sealed securely and make sure you retain proof of postage.
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
Christmas Clothing Returns Policy
Made a mistake? We've got you covered. We've extended our usual returns policy for the Christmas period, so you have time to change your mind. Any clothing purchase made between 01/11/20 and 24/12/20 can be returned up until 31/01/21 if it's unwanted or unsuitable. This will not affect your statutory rights, and general terms and conditions apply.
Clothing Returns Policy
We offer free UK returns on all clothing items. Please ensure that when you receive an item that you take reasonable care of it when trying it on and please ensure that any security seals or tags are still intact. For the Black Friday and Christmas period our free UK returns policy has been extended to 60 days from the date of receiving your order to initiate a return. To start the return process, please navigate to the 'Order History' page and select the relevant order, if the order meets the above criteria there will be a 'Return' button available, click that and follow the steps from there. If you need any support please contact us.
Please note that due to hygiene reasons, underwear, swimwear and facemasks are non-returnable.
For the returns policy on all product excluding clothing, please see below.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 30 days from the date you placed your order.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06. What to do to return your item to us Contact us through your account via our online message center or call us on 0044 (0) 161 8131487 You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to Please package the item securely and include inside the package your order number, name and address Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
What we'll do next
All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order. We will refund the original credit/debit card/PayPal account used to purchase the item.
Return of replacement goods
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
Cost of returning items
Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.
Please contact our customer service representatives on+44 (0) 161 8131487, via your account or by post at Customer Service Department, Myprotein, Meridian House, Gadbrook Way, Gadbrook Park, Rudheath, Northwich, Cheshire, UK, CW9 7RA.