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Returns, Refunds & Exchanges

Returns & Replacements
We do not accept returns to our Los Angeles lab for any reason in order to maintain the safety of our technicians. We do offer replacements and/or refunds if products are proven to be damaged upon arrival or otherwise defective. Our policy lasts 10 days from delivery of your order. If 10 days have gone by since your order's delivery, unfortunately we can’t offer you a refund or exchange. 

Please email hello@protocol-lab.com for further questions.

Refunds
If you are approved for a refund, a credit will automatically be applied to your credit card or original method of payment. This can take up to 10 days, depending on the payment service you used. 

60 Day Results Guarantee
100% our trials have seen significant improvements to either skin evenness or smoothness (wrinkle reduction) before 60 days. We can't say it's a biological inevitability, but it certainly appears that way. Because we are so confident in our results, we require that users document in some form the proper application of the product during at least 30 of the 60 days as well as before and after photos to receive a full refund. We also encourage you to reach out with questions to hello@protocol-lab.com as soon as possible within your 60 days with any concerns.

When introducing any new ingredient to your skin there may be a transition period, where adverse effects occur. If this is the case, we suggest introducing the serums or cleanser slowly as your skin weens itself off of your old skincare products and gets used to the new ones. It's also important to rinse the face off lightly with water before applying any products as this will help with easy absorption. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@protocol-lab.com. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.