My product is faulty, can I get a refund?Updated 8 days ago
We pride ourselves on our quality, so if your order arrives damaged or isn't up to our usual high standards, we want to fix it immediately.
Our Guarantee
Food & Supplements: You are covered for 14 days from receiving your order.
Apparel & Accessories: You are covered for 12 months against manufacturing faults.
The "Golden Rule": Don't Bin It! Please do not throw the item away yet. To process your claim, our Quality Control team often needs to see photos or inspect the item physically to understand what went wrong and prevent it from happening again.
How to get a solution fast:
Snap a Photo: Take a clear picture of the fault or damage (e.g., the leak, the powder itself, the tear, or the broken seal).
Contact Us: Head to our Contact Page Contact Us | True Protein
Select: Choose "Faulty or Damaged Product" from the drop-down menu.
Details: Upload your photos and give us a quick description of the issue.
The Solution Once our team reviews your claim (usually within 24-48 hours), we will offer you a choice:
Replacement: We will ship a fresh item to you immediately (at our cost).
Refund: We can process a full refund for the faulty item.
Note: If we need the item back, we will provide you with a free return shipping label. You will never be out of pocket for a mistake on our end.
Time Limit: Please ensure you report any damage to us within 14 days of receiving your delivery so we can act fast!