Returns, Replacements & Refunds

Returns & Replacements
We do not accept returns to our Los Angeles lab for any reason. Our lab is not equipped to process returns due to the nature of our airless and light-free manufacturing environment. Any products returned to the lab will have to be disposed of. Each serum product is individually lab-made and permanently sealed to protect the serum ingredients, so we are not able to resell any of these components. We do offer replacements if products are proven to be damaged upon arrival or otherwise defective. Broken products must be reported to our Client Services team within 10 days of delivery. If 10 days have gone by since your order's delivery, unfortunately we can’t offer you a replacement. If another malfunction arises in the first 60 days, please notify the Client Services team and replacements will be provided on a case-by-case basis.

Please email hello@protocol-lab.com to reach the Client Services team.

Refunds
We do not offer full refunds for any reason outside of our 60 day trial guarantee (see below). We do apply cash discounts for damaged or incomplete shipments in the event that a replacement is not necessary. 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% of our initial trials have seen measured improvements to either complexion evenness or skin smoothness (wrinkle reduction) before 60 days. We created the Renewing Line using ingredients that are bio-molecularly predisposed to be absorbed, metabolized and utilized by the skin. Because we are so confident in the impact our products make on the molecule level, we offer a 60-day guarantee that improvements will be visible to the naked eye as well. We require documentation of your skin progress (and especially in any areas of your skin where you're hoping to see a visible improvement) before, during and after 60 days of proper application to qualify for a refund. We recommend using the app Setlist to track your progress and to increase your confidence that changes are happening quickly even when they're not obvious to the naked eye! We also encourage you to reach out with questions to hello@protocol-lab.com as soon as possible within your 60 days with any questions or concerns.

This guarantee does not apply in the case of obscure skin conditions or allergies. We strongly encourage you to review our products and ingredients with your dermatologist or consulting physician before purchasing if you are concerned that you may have ingredient allergies or other skincare conditions.