REFUND & RETURNS POLICY
Last updated: August 2026
At PROBITES, we want you to be happy with your order.
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As PROBITES are food products, returns and cancellations may be restricted for reasons relating to hygiene, food safety and product integrity. However, this does not affect your statutory rights.
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This policy explains what to do if there is a problem with your order.
FOOD PRODUCTS & RETURNS
Because PROBITES are perishable or food products, we are generally unable to accept returns simply because you have changed your mind once products have been dispatched or delivered.
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This restriction is necessary to protect food safety, hygiene and product integrity.
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Your statutory rights remain unaffected.
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If a product is damaged, defective, incorrect or otherwise not as described, please contact us so that we can review the issue.
DAMAGED PRODUCTS
If your PROBITES arrive damaged, please contact us as soon as possible after delivery.
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Please provide:
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Your order number
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A description of the problem
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Clear photographs of the affected product
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Photographs of the external packaging where relevant
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Please keep the affected product and packaging until we have reviewed your enquiry.
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Once we have assessed the issue, we will advise you of the appropriate resolution.
INCORRECT OR MISSING ITEMS
If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.
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Please provide your order number and details of the missing or incorrect item.
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Where appropriate, we may ask for photographs to help us investigate.
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We will review the issue and arrange an appropriate resolution where applicable.
QUALITY CONCERNS
If you believe there is a quality problem with a PROBITES product, please stop consuming the affected product and contact us.
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Please provide your order number, details of the issue and photographs where possible.
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We may also ask you for information printed on the packaging, such as the best-before date or batch information, to help us investigate.
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Please retain the product and packaging until we have responded.
ORDER CANCELLATIONS
If you wish to cancel or change an order, please contact us as soon as possible after placing it.
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We will try to accommodate your request where possible.
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However, we cannot guarantee that an order can be changed or cancelled once it has entered preparation, fulfilment or dispatch.
REFUNDS
Where a refund is appropriate, it will normally be issued to the original payment method used for the order.
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Once a refund has been processed by PROBITES, the time required for the funds to appear in your account may depend on your bank or payment provider.
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Where only part of an order is affected, any refund may relate only to the affected product or products and any applicable associated charges.
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Nothing in this policy limits your statutory rights.
DELIVERY PROBLEMS
If your order has not arrived, has been significantly delayed or appears to have been lost in transit, please contact us with your order number.
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We will review the available tracking and delivery information and, where necessary, investigate the matter with the delivery provider.
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For further information about delivery, please see our Shipping Policy.
ALLERGENS & PRODUCT INFORMATION
Ingredient and allergen information is provided on the relevant product page and product packaging.
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Customers with food allergies or intolerances should carefully review the applicable ingredient and allergen information before consumption.
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Always check the packaging of the product you receive, as this contains the information applicable to that product.
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If you have a question about ingredients or allergens before ordering or consuming a product, please contact PROBITES.
HOW TO REPORT A PROBLEM
When contacting us about an order, please provide as much relevant
information as possible, including:
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Your full name
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Your order number
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The product concerned
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A description of the issue
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Photographs where relevant
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Providing this information will help us review your enquiry more efficiently.
YOUR STATUTORY RIGHTS
Nothing in this Refund & Returns Policy is intended to exclude, restrict or otherwise affect any rights you may have under applicable UK consumer law.
contact us
If you have a question about a return, refund or problem with your order, please contact:
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PROBITES
Email: info@probites.uk
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Please include your order number when contacting us about an existing order.
