Refund & Returns Policy

 

Overview

At Protein Lab, customer satisfaction is our top priority. We want you to be completely happy with your purchase. However, due to the nature of our products (health, wellness, and consumable supplements), we follow strict guidelines to ensure hygiene, safety, and product integrity for all our customers. Please read this policy carefully before requesting a return, exchange, or refund.

Eligibility for Returns

We accept returns only under the following conditions:

  • The product is unopened, unused, and in its original sealed packaging.
  • The request is made within 30 days of receiving the order.
  • You have valid proof of purchase (order number, invoice, or receipt).
  • The product is not listed under our Non-Returnable Items (see below).

Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned or exchanged once delivered:

  • Any product with a broken seal, opened packaging, or signs of use.
  • Supplements, powders, capsules, or consumable items that have been opened.
  • Items marked as “Final Sale”, clearance, or discounted/promotional items.
  • Gift cards or vouchers.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, expired, or different from what you ordered, please contact us within 48 hours of delivery with the following:

  • Your order number.
  • Clear photos/videos of the product, packaging, and shipping label.
  • A brief description of the issue.

Once verified, we will offer a free replacement, exchange, or full refund, based on your preference and product availability. In such cases, you will not be charged for return shipping.

How to Request a Return or Refund

To initiate a return or refund request:

  1. Contact our support team via email or WhatsApp (details below) within the eligible return window.
  2. Share your order number, reason for return, and photos (if applicable).
  3. Our team will review your request and confirm whether it is approved.
  4. Once approved, you will receive instructions on how and where to send the product back (if applicable).

Please do not send back any product before receiving confirmation from our support team.

Refund Method & Processing Time

  • Approved refunds will be issued to the same payment method used at the time of purchase. For Cash on Delivery (COD) orders, refunds will be processed via bank transfer to your provided account details.
  • Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds are typically processed within 3 to 5 working days. Please note it may take additional time for the amount to reflect in your account, depending on your bank or payment provider.

Return Shipping Costs

  • If the return is due to a damaged, defective, or incorrect item, Protein Lab will bear the return shipping cost.
  • If the return is due to a change of mind or personal preference (and the item meets our eligibility criteria above), the customer will be responsible for the return shipping cost.

Exchanges

We are happy to offer exchanges for eligible unopened products (e.g., wrong flavor or size selected), subject to stock availability. If the desired item is unavailable, we will offer a refund or store credit instead.

Cancellations

  • Orders can be cancelled free of charge before they are dispatched.
  • Once an order has been dispatched, it can no longer be cancelled, but you may request a return once received, in accordance with this policy.

Late or Missing Refunds

If you haven’t received a refund within the stated processing time:

  1. Check your bank account again.
  2. Contact your card issuer or bank, as it may take some time before your refund is officially posted.
  3. If you’ve done this and still have not received your refund, please contact us at hello@ptlab.ae.

Customer Support & Inquiries

For any return, refund, or exchange-related queries, our team is here to help:

  • Email Support: hello@ptlab.ae
  • Direct Assistance: For immediate concerns, contact us via phone or WhatsApp at +971 56 833 0167.
  • Visit Us: Madinat Dubai Al Melaheyah – Port Rashid – Dubai – United Arab Emirates.