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Returns, Refunds & Exchanges

Returns & Replacements
We only offer replacements or refunds if products are 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.  

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Please email hello@protocol-lab.com to initiate your return.

To complete your return, we require a receipt or proof of purchase. 

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

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. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@protocol-lab.com and send your item to: Lyka LLC, 171 Pier Avenue, #202, SANTA MONICA CA 90405, United States. 

Shipping 
To return your product, you should mail your product to: Lyka LLC, 171 Pier Avenue, #202, SANTA MONICA CA 90405, United States 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.