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Returns and Exchanges

  • Returns

    In addition to the conditions specifically set out in the "Shipping Information" , you should also note whether the product you are returning was purchased as part of a promotional campaign and if, for that reason, you have benefited from a free product. If this is the case, the customer should return not only the product in question but also the offer that was given with the purchase. Both products must comply with the aforementioned guidelines.

    It is only possible to return a pack in its entirety. If the customer wishes to return a product that is part of a pack, all products that make up the pack must be returned. All products must comply with the aforementioned guidelines.

    The item(s) should be sent to the following address:


Rua da República nº2, 2560-432 Casalinhos de Alfaiata, Portugal

    The return of incomplete, damaged or scratched products, as well as products without the original packaging and/or label, or products with evidence of having been used, will not be accepted. Gifts or products with an expiry date of less than one month, as well as any other articles whose use implies direct contact with the skin, namely, but not limited to, film-coated or sealed products, will not be accepted. 1Protein therefore reserves the right to assess the condition of the product packaging and will decide whether or not to return the respective items if it is concluded that the product packaging is not intact.

Note: The lack of any element that prevents the return of the product in stock for sale implies its immediate classification as an incomplete product and, as such, the consequent non-acceptance of the return.

    Each of the articles to be returned must, therefore, be sent under the above mentioned conditions and the shipping agent's label must be glued on the original transport box, or on another alternative that guarantees the good conservation of the product, being that box destroyed after the confirmation of the conservation state of the returned product(s).

    If any of the above conditions is not met, the customer will lose the right to be refunded, in which case the customer will have 10 days to collect the article(s) in question at the above mentioned facilities, bearing the costs of the respective collection.

    The collection should be performed by a freight forwarder hired by the customer since it is not possible to collect the order in person by individuals, even if the customer is himself.

  • Exchanges

    The customer should return the article(s), request the respective reimbursement and make a new purchase. The whole return process is duly described in the Returns item to which we refer to in order to determine the conditions applicable to the acceptance of the products to be exchanged.

  • Refund Methods

    1Protein will do its best to refund the client promptly, safeguarding, however, a maximum period of 15 days from the reception of the returned order at the warehouse indicated above.

    If payment has been made by Credit Card, Cash on Delivery or ATM, the customer will be asked to provide the details of the bank account to which they wish the refund amount to be transferred.

    The customer may also choose to be reimbursed via a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from the date of its creation. After this time, no refund of any kind will be given.

  • Return Costs

    If 1Protein is notified and it is confirmed that there was an error in the product(s) shipped or that the product(s) was shipped with a defect, 1Protein will pay for the return costs by collecting the product(s) in question at the delivery address. To that end, an employee of the returns and refunds area of 1Protein's Customer Service will contact the customer to schedule the collection and provide any additional clarification on this matter.