Last updated: August 25, 2026
We want you to have a positive experience with Fatburn Protein. Because many of our products are produced and fulfilled specifically for individual orders, our return and refund options depend on the circumstances of the order and the applicable consumer laws.
1. Order Cancellation
If you need to cancel an order, contact us as soon as possible after placing it. Because applicable orders may be transmitted to Supliful for production shortly after purchase, cancellation may not be possible once production has started. Supliful's current terms state that orders cannot generally be edited or cancelled after being sent to production.
2. Damaged, Defective or Incorrect Products
If you receive a product that is:
- Damaged
- Defective
- Misprinted
- Incorrect
- Significantly different from what you ordered
please contact us as soon as possible.
3. What We Need From You
To investigate an issue, please provide:
- Order number
- Your name
- Description of the issue
- Product name
- Photographs of the product
- Photographs of the packaging, where relevant
We may need this information to submit a claim to our fulfillment partner. Supliful's current customer-facing policy requires claims for misprinted, damaged or defective items to be submitted within 30 days of receiving the product, while lost-in-transit claims generally must be submitted within 30 days after the estimated delivery date.
For Fatburn Protein, please contact us as soon as you discover an issue rather than waiting until the deadline.
4. Approved Replacement
If an order is confirmed as damaged, defective or incorrectly fulfilled, we may arrange a replacement. Where the issue is attributable to our fulfillment process, we will work with our fulfillment partner to resolve it. Supliful states that approved replacement orders may be produced and shipped after the claim is reviewed.
5. Approved Refund
Where a refund is approved, we will process it according to the applicable payment method and circumstances. The timing for the funds to appear in your account can depend on your payment provider or bank.
6. Lost Packages
If your package is lost in transit, please contact us. We will investigate the shipment with the applicable fulfillment/shipping provider. Supliful's current policy provides a claim process for packages lost during delivery, subject to its applicable time limits and conditions.
7. Incorrect Shipping Address
Customers are responsible for providing an accurate delivery address. If an order cannot be delivered because an incorrect or incomplete address was supplied, additional reshipment costs may apply and a refund may not be available. Supliful's current terms state that reshipment costs can apply where an order is returned because of an incorrect destination address.
8. Unclaimed Packages
If a package is returned because it was not collected or the recipient was unavailable, additional shipping costs may apply for reshipment.
9. Customs Rejection or Unpaid Import Charges
International customers are responsible for complying with applicable import requirements and paying applicable customs duties, taxes or fees. If an order is rejected by customs or cannot be delivered because applicable import charges are not paid, the order may not qualify for a refund. Supliful specifically excludes refunds/replacements in certain customs-rejection and unpaid-customs situations.
10. Change of Mind / Buyer's Remorse
Because many of our products are produced or fulfilled specifically for individual orders, we generally do not accept returns simply because a customer has changed their mind.
However, this does not remove any mandatory statutory cancellation, withdrawal or consumer rights that may apply to customers under the laws of their country.
This is particularly important for your European market.
11. Opened or Used Supplements
For health, safety and hygiene reasons, opened or used consumable products may not be eligible for return where applicable law permits such an exclusion.
12. Product Exchanges
We generally do not offer direct exchanges for different products. If an exchange is permitted or appropriate, we may instead arrange a new order or another suitable solution.
13. Refund Processing
Once a refund is approved, the refund will normally be sent to the original payment method where possible. Your bank or payment provider may require additional processing time before the funds become available.
14. Contact Us
For any refund, return or product issue:
Fatburn Protein
Email: refund@fatburnprotein.com
Please include your order number in the subject line.
