My product is faulty, can I get a refund?Updated 24 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 photos or to inspect the item to understand what went wrong and prevent it from happening again.
How to get a resolution fast:
Snap a Photo: Take a clear picture of the fault or damage (e.g. the leak, the powder, the tear, or the broken seal).
Contact Us: Head to our Contact Us | True Protein page.
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 Resolution
Once our team reviews your claim (usually within 24–48 hours), we will offer you a choice:
Replacement: We'll ship a fresh item to you immediately (at our cost). In most cases we won't ask you to send the faulty item back — we just need the photo.
Refund: We can process a full refund for the faulty item.
Note: If we do need the item back, we will provide a free return shipping label. You will never be out of pocket for a mistake on our end.
Time Limit: Please report any damage within 14 days of receiving your delivery.