1. Our Approach

BroTein wants customers to receive the correct products in good condition. If there is a problem with an order, contact us as soon as possible so we can review it fairly and resolve it in line with applicable UAE consumer-protection rules.

This policy does not limit any customer rights that cannot legally be excluded under applicable UAE laws.

2. Contact Us Before Returning Products

Please contact BroTein before sending or bringing back any product. This helps us confirm the order, check the product type, review photos if needed, and explain the next step.

• WhatsApp: +971503743544
• Store: BroTein, Shop No. 3, Al Jurf 2, Ajman, UAE
• Opening hours: 10AM – 11PM

Please keep the product, packaging, invoice/order confirmation, batch details, and photos until the case is reviewed.

3. Damaged, Incorrect, Expired, or Defective Items

If you receive a damaged, incorrect, expired, or defective item, contact us as soon as possible after delivery or pickup. For visible delivery damage or wrong-item issues, contacting us quickly helps preserve evidence and resolve the issue faster.

BroTein may ask for photos or videos of the product, packaging, seal, expiry date, batch number, invoice, and delivery packaging.

After review, BroTein may offer a replacement, exchange, refund, or other appropriate solution depending on the issue, product condition, stock availability, payment method, and applicable consumer-protection requirements.

4. Change-of-Mind Returns

Because BroTein sells supplements, snacks, drinks, and wellness products, change-of-mind returns are limited and must be approved by BroTein before the product is returned.

Where a change-of-mind return is accepted, the product must normally be unopened, unused, sealed, undamaged, unexpired, complete with original packaging, and in a condition suitable for resale.

Delivery fees for change-of-mind returns may not be refundable, and the customer may be responsible for returning the product to the store unless BroTein confirms otherwise.

5. Products That May Not Be Returnable

Some products may not be returnable unless they are defective, damaged, incorrect, expired, or required to be accepted under applicable law.

• Opened, used, or partially consumed supplements, snacks, drinks, or health/wellness products.
• Products with broken seals, missing packaging, missing labels, or tampered safety features.
• Products that have been stored incorrectly after delivery or pickup, including heat, moisture, or contamination exposure.
• Products damaged after delivery or pickup by customer handling, storage, or misuse.
• Items that are expired because the customer delayed returning them after acceptance or collection, unless the product was already expired when received.

6. Exchanges

Exchanges are subject to BroTein approval, product condition, stock availability, and any applicable price difference.

If the requested replacement is unavailable, BroTein may offer another suitable option or a refund where appropriate.

7. Refund Method and Timing

Approved refunds are normally processed through the original payment method where possible. Card or express-payment refunds may take additional time depending on the payment provider and the customer’s bank.

For Cash on Delivery orders, BroTein will confirm the suitable refund method after reviewing the case.

Refunds may exclude delivery fees where the return is for change of mind or for reasons not caused by BroTein. If the issue is caused by BroTein, such as a wrong, defective, damaged, or expired item, delivery-related handling will be reviewed fairly as part of the case.

8. Store Pickup Orders

For store pickup orders, please check the products before leaving the store where possible. If you notice an issue later, contact BroTein as soon as possible with the order details and photos.

9. Abuse and Fraud Prevention

BroTein may refuse a return, exchange, or refund request where there is evidence of misuse, fraud, tampering, false claims, repeated abusive returns, or product damage caused after delivery or pickup.

This does not affect legitimate customer rights for defective, unsafe, incorrect, expired, or otherwise non-compliant products.

10. How to Start a Request

Send BroTein the order number, customer name, mobile number, product name, issue description, and clear photos or videos where relevant.