Order & Refund Policy
Last Updated: [17/04/2026]
We offer a 15-day return and refund window from the date your order is delivered. To be eligible, items must be unused, unopened, and in their original packaging. If your order arrives damaged, defective, or incorrect, contact us within 15 days and we’ll review it as quickly as possible.
By placing an order on our website, you agree to the terms below.
1. Order Acceptance
Once you place an order with GainProtein, you will receive an order confirmation email or notification. This confirmation means we have received your order request, but it does not guarantee acceptance of the order.
We reserve the right to refuse, limit, or cancel any order for reasons including but not limited to:
- Product unavailability
- Pricing or listing errors
- Payment issues
- Suspected fraud
- Incorrect shipping or billing information
- Unusual or unauthorized order activity
If your order is canceled after payment has been processed, we will issue the appropriate refund to your original payment method.
2. Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible at [support@gainprotein.com].
We will do our best to accommodate your request, but we cannot guarantee changes or cancellations once an order has been processed, packed, or shipped.
If your order has already shipped, it may no longer be eligible for cancellation and may instead fall under our return and refund policy below.
3. Refund Eligibility
We offer a 15-day refund window from the date your order is delivered.
To be eligible for a refund, the item must:
- Be requested for return within 15 days of delivery
- Be unused, unopened, and in its original condition
- Be returned in its original packaging
- Not be marked as non-returnable or final sale
We reserve the right to deny refunds for items that do not meet these conditions.
4. Non-Returnable Items
For safety, hygiene, and product integrity reasons, the following items are generally not eligible for return or refund unless they arrive damaged, defective, or incorrect:
- Opened protein powders
- Opened protein bars
- Opened protein shakes
- Used consumable products
- Final sale or clearance items
- Gift cards, if applicable
Because GainProtein sells ingestible products, keeping opened consumable items non-returnable is the safer version for your store.
5. Damaged, Defective, or Incorrect Orders
If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 15 days of delivery at [support@gainprotein.com].
Please include:
- Your order number
- A brief description of the issue
- Clear photos of the item and packaging
After review, we may offer one of the following, at our discretion:
- A replacement
- A store credit
- A full or partial refund
6. How to Request a Return
To start a return request, contact us at [support@gainprotein.com] with your:
- Full name
- Order number
- Email used for purchase
- Reason for return
- Photos, if the item is damaged or incorrect
If your return is approved, we will provide instructions for the next steps.
Please do not send items back without contacting us first, as unauthorized returns may not be accepted.
7. Return Shipping
Unless the return is due to our error, a damaged item, or an incorrect shipment, the customer is responsible for return shipping costs.
Original shipping charges are generally non-refundable, unless otherwise required by law or unless the return is due to our mistake.
8. Refund Process
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow reasonable time for the refund to appear on your statement, depending on your bank, card issuer, or payment provider.
The FTC notes that sellers should clearly disclose refund terms, and consumer guidance also explains that refund timing can depend on the payment method and the seller’s processing timeline.
9. Late or Missing Refunds
If you have not received your refund after being notified that it was processed, please:
- Check your bank account again
- Contact your credit card provider or payment company
- Contact your bank, as posting times can vary
If you still need help, contact us at [support@gainprotein.com].
10. Failed Deliveries and Refused Orders
If an order is refused, unclaimed, or returned because of an incorrect address provided by the customer, we may deduct any applicable shipping or return costs from the refund, where permitted by law.
11. Orders Delayed Before Shipment
If we cannot ship your order within the promised timeframe, we may contact you with an updated shipment timeline, an option to wait, or a cancellation/refund option, as applicable. FTC guidance says sellers should have a reasonable basis for shipping claims and, if they can’t ship on time, they generally must offer delay or refund protections.
12. Chargebacks and Payment Disputes
If you experience an issue with your order, we encourage you to contact us first at [support@gainprotein.com] so we can try to resolve the issue quickly and fairly.
Filing a payment dispute or chargeback without first contacting us may delay resolution.
13. Contact Us
If you have questions about your order, return, or refund, please contact us: