Absolutely the worst protein isolate I've ever purchased. The flavor is overwhelmingly artificial and sweet, and the texture is exactly like flour. It refuses to mix properly—no matter if I use a shaker bottle, stir it into yogurt, or mix it into oatmeal, I'm left chewing on clumps of dry powder. To make matters worse, it includes BCAAs that are completely hidden from the front packaging. That information needs to be clearly displayed for consumers.
Refund policy
Last updated: 29 October 2026
Changing your mind about an online order
If you buy as a consumer, you can normally cancel your online order without giving a reason, from the time you order until 14 days after the day you receive the goods. For an order delivered in separate parts, the period normally starts after the last item is received. Tell us clearly that you wish to cancel by emailing sales@pro-elite.co.uk or writing to Pro-Elite Supplements Ltd, First Floor, Unit 13 Waverley Industrial Park, Hailsham Drive, Harrow, HA1 4TR. You may also call +44 203 348 8242. Keep a record of your cancellation.
After telling us you are cancelling, send the goods back within 14 days. Contact us for return instructions, but you do not need our approval to exercise a statutory cancellation right. Include your order number if available and keep proof of postage. Use suitable protective packaging; original outer packaging is helpful but is not a blanket condition of your statutory rights.
Refunds and delivery costs
For a valid cancellation of the whole order, we refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for a premium delivery service is not refundable. You pay the direct cost of a change-of-mind return. We cover reasonable return costs where goods are faulty, damaged or incorrectly supplied.
We refund using the original payment method unless you expressly agree otherwise, without a refund fee. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier. We then refund without undue delay and within 14 days. If we offer to collect the goods, different statutory timing rules may apply.
You may inspect goods as you reasonably would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. This does not remove your rights if the goods are faulty.
Additional 30-day return offer
We also retain our voluntary 30-day return offer for eligible unused goods. Contact us within 30 days of receiving your item to request a return. For this optional extension beyond your statutory cancellation rights, items must be unused and in their original packaging, with proof of purchase. These voluntary conditions do not restrict the statutory cancellation or faulty-goods rights explained in this policy.
Exceptions
Cancellation exceptions apply only where the law allows them. These may include goods liable to deteriorate or expire rapidly, genuinely personalised goods, and sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery. A product is not automatically excluded merely because it is a supplement. Any applicable exception must be assessed against the goods and circumstances. Exceptions to change-of-mind cancellation do not remove rights where goods are faulty, damaged or not as described.
Faulty, damaged, incorrect or missing goods
Contact us as soon as practical with your order details and a description of the problem. Photographs can help us investigate, but a courier signature, original packaging or a report within 24 hours is not a condition of your statutory rights. You do not have to wait for a courier insurance claim before we honour those rights.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their particular purpose and as described. You normally have a short-term right to reject faulty goods within 30 days; shorter periods may apply to goods expected to perish sooner. Depending on the circumstances and timing, you may also have rights to repair, replacement, a price reduction or a final rejection. These rights apply to sale items as well as full-price items.
Optional cancellation form
You can use the following wording, but you do not have to use this form: “To Pro-Elite Supplements Ltd, sales@pro-elite.co.uk, First Floor, Unit 13 Waverley Industrial Park, Hailsham Drive, Harrow, HA1 4TR: I give notice that I cancel my contract for the following goods: [goods]. Ordered on/received on: [date]. Customer name and address: [details]. Date: [date].” Add a signature only if sending the form on paper.
Nothing in this policy limits your statutory consumer rights. Trade and resale purchases may have different contractual terms; buying discounted goods does not by itself make a consumer purchase a trade purchase.