Cancellations, Returns & Refunds

We want your experience with Protein Balance to be simple and stress-free. Here’s everything you need to know about cancelling orders, getting refunds, and requesting replacements.

How to Cancel Your Order

You can cancel directly from your account — no need to call or email us.

1. Log in and go to My Orders in your account.
2. Find the order you want to cancel.
3. If cancellation is available, a Cancel Order button will appear.
4. Click it to confirm. Your cancellation will be processed and a refund will be initiated.

When and How Will I Get My Refund?

• Once your cancellation is processed, your refund will be initiated to your original payment method.
• You will receive an email with a refund reference ID once it has been initiated. Refunds typically reflect in your account within 7 business days from the refund processed date. Actual timelines may vary depending on your bank or payment provider.
• The refund amount will be the exact amount you paid, including any discounts applied at the time of purchase.
• If your original payment method is no longer active (expired card, closed UPI), please contact us and we’ll arrange an alternative.
• If you don’t receive a confirmation email, check your spam folder or contact us.

Returns & Replacements

We don’t accept returns. However, in the cases listed below, we’ll send you a replacement. Please raise a request within 4 business days of delivery.

• Transit damage: The product or carton shows substantial damage upon delivery.
• Manufacturing defect: The product is defective or unfit for use immediately upon opening.
• Fulfilment error: An item fundamentally different from your confirmed order was dispatched.
• Missing components: The delivered package is incomplete — a primary ordered item is missing.

To process your request, we’ll need clear photos or a short video of the packaging, batch number, and the issue. All replacement requests are subject to verification by our team before approval. Once approved, a replacement order will be created, visible under My Orders, and a confirmation will be sent to your email.

When a Replacement Won’t Apply

A replacement request will be declined if any of the following apply:

• Seal broken or product used: The security seal, tamper-evident wrap, or inner foil has been opened or the product has been used.
• Taste or outcome preference: Requests based on flavour preference, expected results, or minor physical adjustments such as mild digestive discomfort after consumption are not eligible once the product is opened.
• Damage after delivery: The product was damaged while in your care after being delivered in good condition.
• Insufficient proof: The request cannot be processed without clear photos or video of the packaging, batch number, and the issue in question.

Order Not Delivered?

If your order has not been delivered within the expected timeframe, please report it to us within 15 calendar days of your order date.

Once you reach out, we’ll ask for your order number and tracking ID, coordinate with our delivery partner, and either send a replacement product or keep you updated on the order status.

Common Questions