REFUND Policy
Last Updated: Aug 22, 2025
CONTACT AND JURISDICTION
PeptideCo, Inc. is a U.S.-based entity and only provides services to residents of the United States. Data processing and storage are exclusively conducted within the United States. For questions regarding this Privacy Policy, data access requests, data deletion requests, or to report a data breach or security concern, please contact PeptideCo, Inc.at:
concierge@theprotocole.com
What is your refund policy?
Because Protocole provides personalized clinical programs and prescription products, refund eligibility depends on where a member is in the process.
If a member cancels before physician consultation, clinical review, and fulfillment activities begin, they may be eligible for a full refund.
Once clinical review and fulfillment preparation have begun, refunds are generally no longer available. Depending on the situation, Protocole may provide store credit, protocol adjustments, exchanges, or other support solutions.
Prescription products and compounded medications are not eligible for return or refund once shipped.
What if I’m not approved by the physician?
If your application is not approved following clinical review, you will receive a full refund of any payment made.
In some cases, a physician may request additional information before making a final determination.
Can I get a refund on my membership fee?
Protocole offers a complimentary first month of membership for all new members.
Membership fees are generally non-refundable once a billing cycle has begun.
If you cancel your membership, you will retain access through the end of your current billing period and will not be charged for the following cycle.
What if my order arrives damaged or incorrect?
If there are concerns related to fulfillment quality, product condition, or delivery, please contact our care team within 7 days of delivery at elle@theprotocole.com.
We will review the request and coordinate replacement where appropriate.
What if my order is lost in transit?
If your order is lost in transit, please contact our team and we will investigate with the carrier.
Confirmed lost shipments will be reshipped at no additional cost.
Can I cancel a peptide order after it’s been placed?
Orders may be cancelled before physician review and fulfillment preparation have begun.
Once clinical review and fulfillment preparation have started, cancellation and refund may no longer be available.
Who do I contact for refund or billing issues?
Email: elle@theprotocole.com
Phone: +1 (332) 239-4430
We aim to respond within one business day.
