Returns & Refunds
Our promise
If something isn't right, we're here to help. You may request a return within 5 days of receiving your order.
Return conditions
To be eligible for a return, items must be:
- Unused and in their original, unopened and sealed packaging;
- In the same condition you received them;
- Accompanied by your order number or proof of purchase.
For health, hygiene and product-authenticity reasons, opened or used supplements cannot be returned unless they arrived faulty, damaged or incorrect.
How to start a return
Email support@protanine.com with your order number and the item(s) you'd like to return, and our team will guide you through the next steps.
Return fees
For change-of-mind returns, a flat return fee of AED 30 applies to cover collection and handling, and is deducted from your refund. This fee is waived when the return is due to our error โ for example a wrong, damaged or defective item. Original delivery charges are non-refundable for change-of-mind returns.
Refunds
Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 7โ14 working days (timing may vary with your bank).
Damaged, wrong or faulty items
Please contact us within 48 hours of delivery if your order arrives damaged, incorrect or faulty, and we'll arrange a free replacement or a full refund โ with no return fee.
Non-returnable items
- Opened or used supplements;
- Clearance or final-sale items;
- Free gifts and promotional items.
Contact
support@protanine.com ยท +971 54 222 3888 (call or WhatsApp).