Protein LinkAll Legal Documents

Refund and Dispute Policy

Version: 2026-06-legal-l1

1. Scope

This policy covers disputes between buyers and suppliers for transactions conducted through Protein Link, including product quality issues, quantity discrepancies, delivery problems, and pricing disputes.

2. Reporting a Dispute

Disputes must be reported within 24 hours of receiving the goods or within 24 hours of the expected delivery date if goods were not received. To report a dispute, contact Protein Link support with the order number and a description of the issue.

3. Resolution Process

  1. Direct resolution: Buyers and suppliers are encouraged to resolve disputes directly. Most issues can be resolved through communication.
  2. Platform mediation: If direct resolution fails, either party may request Protein Link to mediate. We will review the order details, communications, and any evidence provided by both parties.
  3. Decision: Protein Link will issue a non-binding recommendation within five business days of receiving all relevant information from both parties.

4. Refund Eligibility

Refunds may be issued in the following circumstances:

  • Goods not received and supplier cannot provide proof of dispatch.
  • Goods received are materially different from the listing description.
  • Goods received are damaged, spoiled, or unsafe for consumption.
  • Significant quantity shortfall (more than 10% below the ordered quantity).

5. Refund Process

Approved refunds are processed through Stripe. Refund amounts will be credited to the original payment method. Processing times depend on your payment provider but typically take 5 to 10 business days.

6. Non-Refundable Situations

  • Buyer changed their mind after the supplier accepted the order.
  • Minor variations in product appearance that do not affect quality or safety.
  • Delivery delays caused by events outside the supplier’s reasonable control.
  • Goods that were damaged after delivery due to buyer’s handling or storage.

7. Platform Fees

Platform fees are refunded when a full refund is issued. For partial refunds, the platform fee is adjusted proportionally.