Shipping, Returns & Refunds

Shipping Information

• Free Shipping: Enjoy free delivery on all orders over R800 nationwide (South Africa).
• Standard Shipping: A flat rate of R89 applies to orders under R800.
• Fast & Reliable Delivery:
  • Western Cape: Typically overnight.
  • Gauteng & Rest of South Africa: Usually 3 days.
• Tracked Delivery: Your order is fully tracked from collection to drop-off for complete peace of mind. A tracking number is sent to you as soon as your order is dispatched.

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at support@theproteinfactory.co to obtain a Reference Return Number, which must be affixed to the box along with the prepaid return sticker. Returns must be sent to:

Protein Factory
Unit 5 Waterstone
61 Capricorn Drive
Capricorn Park
Muizenberg
Cape Town
7945

If your return is accepted, we’ll send you a prepaid return mail label and instructions for collection. Items sent back without a Reference Return Number or prior approval will not be accepted.

Unfortunately, we cannot accept returns for opened packs, clearance products, or gift cards. If an opened pack is returned, it will not be refunded or returned to you.

Damages and Issues

Please inspect your order upon receipt and contact us immediately at support@theproteinfactory.co if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be refunded to your original payment method within 14 days.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@theproteinfactory.co.