Shipping and returns at a glance. This shipping and returns page covers dispatch times, plain packaging, tracked delivery, and exactly which items can be sent back. Your statutory rights are unaffected by anything on it.
Everything here applies to orders delivered within the United Kingdom. Where our shipping and returns policy and the law disagree, the law wins, and we have written this page so that they do not disagree anywhere.
On this page
- Delivery and dispatch
- Packaging and discretion
- Tracking, and what to do if it stalls
- Returns on unopened items
- Why opened supplements cannot come back
- If something is faulty or wrong
- If a parcel does not arrive
- How refunds are processed
- What to do when your order arrives
- If you ordered the wrong thing
- What we do not do
- What the parcel looks like
- If a parcel goes missing
- Your rights in one place
- Where we ship, and where we do not
- The law behind this page
- Common questions
Delivery and dispatch
Shipping and returns starts with dispatch. We send UK orders on working days, and orders placed before the afternoon cut off are picked the same working day and the rest go the next. Your estimated delivery date is shown at checkout before you pay, and your dispatch confirmation carries the tracking details.
Delivery estimates are exactly that. If something is going to be late we will tell you rather than leaving you to wonder, and if a delay becomes unreasonable you are entitled to cancel and be refunded. That is not a concession in our shipping and returns policy, it is the statutory position.
Everything ships from UK stock. Several of our brands are imported from central Europe, but the goods are already here, which is why there is no customs charge arriving after the fact and no three week wait from a European warehouse.
| Stage | Timing | What you receive |
|---|---|---|
| Order placed | Immediately | Order number on screen and by email |
| Payment matched | Usually the same working day | Short confirmation that it has landed |
| Dispatch | Same working day before the cut off | Tracking number by email |
| Delivery | Per the estimate shown at checkout | Tracked parcel, plain outer packaging |
Packaging and discretion
Every shipping and returns parcel leaves in plain outer packaging. Nothing on the outside indicates the contents, the category or the site it came from, and the billing descriptor is equally unremarkable.
This matters more in this category than in most, and it is not a premium option or an upsell. It is how every order leaves, including the cheapest one.
Tracking, and what to do if it stalls
Shipping and returns includes tracking as standard rather than as an upgrade. The tracking number arrives by email at dispatch and updates as the parcel moves.
Tracking that has not updated for a day is usually a scanning gap rather than a lost parcel, and it normally resolves itself. Tracking that has not updated for three working days is worth telling us about, because at that point we can open an enquiry with the carrier, which is faster than you doing it and is our job rather than yours.
Returns on unopened items
If you change your mind you can return an unopened supplement within fourteen days for a refund, in line with your consumer rights under the Consumer Contracts Regulations 2013. You do not need a reason and we are not going to ask for one.
Under our shipping and returns terms the fourteen days run from the day you receive the goods, and you then have a further fourteen days to send them back once you have told us. Tell us first, by email, so we can give you the return address and match the parcel to your order when it lands.
Return postage on a change of mind is yours. Return postage on anything faulty is ours. That split is the standard position and this shipping and returns page is not going to pretend it is more generous than it is.
Why opened supplements cannot come back
For hygiene reasons we cannot accept opened supplements unless they are faulty. That is standard across the industry and it is not us being difficult.
The underlying reason is that once a food supplement has been opened it cannot be resold, and a seal that has been broken cannot be verified as untampered by anyone downstream. The same rule is why the Consumer Contracts Regulations themselves carve out sealed goods that are not suitable for return once unsealed for health or hygiene protection.
What this means in practice is worth saying plainly: if you are unsure whether you will get on with something, buy the smallest size. Several categories on this site have a small format for exactly that reason, and our product pages say so where one exists.
If something is faulty, damaged or not as described
If a product arrives faulty, damaged or not as described, email Contact@peakprotocol.co.uk and we will put it right. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund, and we are not going to make you argue for it.
A photograph helps and is not a condition. If a tub has arrived crushed or a seal has failed in transit, one picture settles it in a single message rather than three. Where a product is faulty you do not pay to return it, and where it is easier for everyone we will not ask for it back at all.
Not as described covers more than damage. If the label differs from what the product page said, that is on us, and it is exactly the sort of error we would rather hear about than have sit quietly in a cupboard.
If a parcel does not arrive
In shipping and returns terms, a parcel that does not arrive is our problem to solve, not yours to chase. The contract for delivery is between us and the carrier, so you do not have to deal with them.
Tell us and we will either resend or refund. Which of those happens is your choice rather than ours, and we will ask rather than assume. Where a carrier marks something delivered and it is not with you, we raise that enquiry, and in the meantime you are not left holding the loss.
How refunds are processed
Shipping and returns refunds go back to the account the payment came from. Because orders here are paid by bank transfer rather than by card, that means a transfer back rather than a card reversal, and we will confirm the account with you before sending it.
We process refunds within three working days of the return arriving or the fault being agreed, and the statutory maximum is fourteen days. Overpayments are refunded the same way, and if you have underpaid we invoice the difference rather than cancelling your order. How to pay covers the payment side in full.
The law behind this shipping and returns page
Two pieces of legislation do most of the work here, and both are worth knowing because they apply whatever any retailer writes in a policy.
The Consumer Contracts Regulations 2013 give you fourteen days to change your mind on a distance purchase, with the sealed goods exception that covers opened supplements. The Consumer Rights Act 2015 gives you the right to goods that are of satisfactory quality, fit for purpose and as described, with a repair, replacement or refund when they are not.
Nothing in this shipping and returns policy limits either. If you think we have got something wrong you can raise it with us first, and beyond that with Trading Standards through the Citizens Advice consumer service.
What to do with an order when it arrives
Two minutes when the parcel lands saves most of the problems this shipping and returns page exists to solve.
Check the seals before you open anything. Every supplement here ships sealed. A seal that has failed in transit is a fault, and it is far easier to resolve before the tub has been in a cupboard for a fortnight.
Check the label against the product page. The amount per serving, the pack size and the form of the active should match what you read before buying. If they do not, that is not as described and our shipping and returns position covers it in full.
Check the best before date. Nothing leaves here close to expiry, but you should know what you have, particularly on a large tub you will be working through for months.
Store it properly. Dry and sealed covers almost everything. Creatine is stable as a powder and degrades once mixed, so make each serving fresh. Omega 3 oxidises with heat and light. Electrolyte powders pull moisture from humid air and clump, which is a storage symptom rather than a fault and not something our shipping and returns policy treats as one.
If you ordered the wrong thing
Ordering the wrong size or the wrong flavour is a change of mind rather than a fault, so the fourteen day unopened rule applies. Tell us before opening it and the shipping and returns process is straightforward.
Where it is genuinely our error, for instance the wrong item picked against a correct order, it is not a change of mind and nothing comes out of your pocket. We send the right item and arrange collection of the wrong one, or tell you to keep it where returning it costs more than the product is worth.
If you are unsure which of those applies, ask. We would rather sort it in one message than have you guess at a policy page.
What we do not do
There are no subscriptions here, so there is nothing to cancel and no recurring payment to unwind. We would rather you reordered because a product is working than because a payment went out automatically.
There is no restocking fee. There is no minimum order value on returns. There is no requirement to use original packaging beyond the product being unopened and sellable. Policies that quietly add those conditions are how a fourteen day right becomes a fourteen day obstacle course, and none of them appear in this shipping and returns policy.
We also do not hold your payment details, because we never take them. How to pay explains why, and the privacy policy covers what we do keep.
What the parcel looks like
Every order ships in plain outer packaging. No product names, no brand, no window, and nothing on the label that says what is inside. From the outside it is an unremarkable parcel.
That is not a premium option or something to request in the notes field. It is how shipping and returns work here by default, because a meaningful share of our customers live in shared houses or take deliveries at work, and a box that advertises its contents is a problem we can simply not create.
The billing descriptor on your statement is equally unremarkable. Inside the box you will find the products, the invoice, and nothing else: no leaflets, no samples from brands hoping for a mention.
If a parcel goes missing
Tracking is the first place to look, because most parcels described as missing are sitting with a neighbour or in a safe place the courier chose without telling anybody clearly.
Where tracking says delivered and the parcel is not with you, tell us and we will open a claim with the courier. Where tracking has not moved for several working days, the same applies and we do not make you wait out an arbitrary period first. Shipping and returns are our problem until the goods are with you, and the courier relationship is ours rather than yours.
You are entitled to a replacement or a refund for goods that never arrive, and neither of those depends on the outcome of our claim against the courier. That is the law and it is also the sensible way to run a shop.
Your rights in one place
Everything above rests on two pieces of law, and it is worth seeing them side by side because they do different jobs and people frequently confuse them.
The Consumer Contracts Regulations give you 14 days from delivery to change your mind about a distance purchase, with sealed goods excepted once opened. That right needs no reason and no fault. The Consumer Rights Act gives you a separate right to goods that are of satisfactory quality, fit for purpose and as described, which lasts far longer and applies whether the seal is broken or not.
Our shipping and returns policy is written to sit on top of both rather than to trim either. Anything here that appeared to reduce one of them would be unenforceable, so there is no point writing it.
Where we ship, and where we do not
We ship within the United Kingdom, which is where our shipping and returns terms apply in full and where the courier network we use actually works.
We do not ship internationally, and the reason is not reluctance. Food supplement rules differ in every market, several ingredients that are perfectly legal here are restricted elsewhere, and a parcel stopped at a border becomes a problem we cannot fix from here. A shipping and returns policy that promised otherwise would be writing a cheque somebody else has to cash.
Within the UK we deliver to home addresses, work addresses and to anywhere a courier will take a parcel. We do not deliver to hotels for orders we have not shipped before, which is the one restriction in our shipping and returns process and exists because that pattern is almost entirely card fraud.
If you are moving mid order, tell us before dispatch. Once a parcel is with the courier the address is theirs to change rather than ours, and their app is faster than we are.
Common questions on shipping and returns
How long does delivery take?
The estimate is generated at checkout and accounts for your address and the time you ordered. Dispatch is the same working day before the afternoon cut off.
Is the packaging discreet?
Yes. Plain outer packaging with nothing on the outside indicating the contents, and an unremarkable billing descriptor. That applies to every order.
Can I return something I have opened?
Only if it is faulty. Opened food supplements cannot be resold, which is why the sealed goods exception exists in the regulations and why every reputable retailer in this category operates the same way.
Who pays return postage?
You do on a change of mind, we do on anything faulty or not as described. That is the standard position and it is set out above rather than buried.
How long do refunds take?
We process within three working days of the return arriving or the fault being agreed. The statutory maximum is fourteen days.
Do you deliver outside the UK?
This shipping and returns policy covers orders delivered within the United Kingdom.
What if the tracking says delivered and it is not here?
Tell us and we raise the enquiry with the carrier. You are not left holding the loss while that runs, and you choose between a resend and a refund.
Anything not covered here is in our terms, and the contact page tells you the fastest way to reach a person. For independent background on your rights, the two Acts linked above are the primary sources.