REFUNDS & RETURNS
Because of the nature of our products and the compliance requirements around them, all sales are final. In limited cases we'll make it right — please review the policy below.
Quick Summary
Hours to Report an Issue
All Sales Are Final
Business Days to Process
All Sales Final
Due to the nature of our wellness and longevity products and the safety and compliance standards that govern them, we are unable to accept returns or exchanges once an order has shipped. All sales are final.
Limited Exceptions
We will issue a replacement or refund only in the following cases, and only if reported to us within 48 hours of delivery.
Eligible for a refund or replacement
- Your product arrives damaged
- Your product is defective
- You received the wrong item
Claims submitted after the 48-hour window cannot be honored.
Not eligible for a refund
- Change of mind
- Ordering the wrong product
- Improper handling or storage after delivery
- Any claim made after the 48-hour window
How to Report an Issue
If your order arrives damaged, defective, or incorrect, email us at concierge@theprotocole.com within 48 hours of delivery and include:
- Your order number
- A description of the issue
- Clear photos of the product and its packaging
Refund Processing
Once your claim is reviewed and approved, a replacement or refund will be issued at our discretion. Approved refunds are returned to your original payment method and typically take 5–10 business days to appear, depending on your bank or card issuer.
Please note that shipping fees are non-refundable.
Order Cancellations
Orders can only be canceled before they enter processing or ship. Once an order has been processed, it can no longer be canceled. To request a cancellation, contact us as soon as possible at concierge@theprotocole.com.
Chargebacks
If you have any concern about a charge, please reach out to us first at concierge@theprotocole.com so we can resolve it. Initiating a chargeback without contacting us may result in delays and restrictions on future orders.
Business Information
The Protocole (PeptideCo, Inc.)
148 Lafayette, 04-106
New York, NY 10013, US
Phone: +1 (415) 404-8283
Email: concierge@theprotocole.com
