Refund policy

Refund and Return Policy

Last updated: 11 May 2026

This Refund and Return Policy sets out the formal terms governing returns, refunds, and replacements for purchases made through protokol9.com. It applies in addition to the consumer protection rights granted by EU law and the laws of the country where you reside.

For a customer-friendly summary of how our guarantee works in practice, see our Guarantee page.

1. Your statutory rights

If you are a consumer based in the European Union, you have a statutory right to withdraw from your purchase within fourteen (14) calendar days of receiving your order, without giving any reason, under EU Directive 2011/83/EU on Consumer Rights.

If you are a consumer based in the United Kingdom, you have an equivalent fourteen (14) day right of withdrawal under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Consumers in other jurisdictions are protected by the consumer protection laws applicable in their country of residence.

The PROTOKOL 9 guarantee, described below, exceeds these statutory minimums and offers a 90-day satisfaction guarantee that does not require you to return the product. This commercial guarantee operates in addition to, and not in place of, your statutory rights.

2. The 90-day satisfaction guarantee

Every protokol purchased from protokol9.com is covered by a 90-day satisfaction guarantee.

If you complete your protokol as directed and do not see measurable change in the area you targeted, you are entitled to a full refund of the purchase price or a replacement protokol of equal value, at your choice. This guarantee does not require you to return the original product.

To claim under the satisfaction guarantee, contact us through the Contact page within 90 days of the original purchase date, providing your order number and a brief description of your experience. We will respond within one business day.

3. The lifetime guarantee for members

Customers who complete their first protokol become members of The Protokol membership programme. Members benefit from a lifetime guarantee on every protokol they purchase as a member.

The lifetime guarantee operates on the same terms as the 90-day guarantee, except that there is no time limit. Members may claim a full refund or replacement at any point after the purchase of any protokol purchased while they are a member.

The lifetime guarantee applies only to protokols purchased after membership has been activated. Protokols purchased before membership activation remain covered by the standard 90-day guarantee.

4. Statutory withdrawal: unopened products within 14 days

If you wish to exercise your 14-day statutory right of withdrawal, you must notify us within 14 calendar days of receiving your order, and the product must be unopened and in its original sealed packaging.

To exercise this right, contact us through the Contact page within 14 days of delivery. We will provide a return shipping address and instructions. You are responsible for the return shipping costs, unless the product was defective or shipped in error.

Once we receive the returned product in its original unopened condition, we will issue a full refund to your original payment method within fourteen (14) days. We may withhold the refund until we have received the returned product or until you have provided evidence that you have sent it.

5. Damaged or defective products

If your order arrives damaged, defective, or differs materially from what you ordered, contact us through the Contact page within 48 hours of delivery, including photographs of the damage where applicable.

We will dispatch a replacement at no cost to you and you will not be required to return the damaged product. If a replacement is not available or not appropriate, you may request a full refund instead. Damaged-on-arrival claims do not count toward your 90-day satisfaction guarantee — you remain entitled to a separate guarantee claim on the replacement product if needed.

6. Refund processing

Once a refund has been approved, it will be processed within five (5) business days. The refund will be issued to the original payment method used for the purchase.

The time it takes for the refund to appear in your account depends on your payment provider and may take an additional five (5) to ten (10) business days after we have processed it on our end.

If you have not received your refund within fifteen (15) business days of our confirmation, contact us through the Contact page and we will investigate.

7. Replacement processing

If you choose a replacement instead of a refund, the replacement protokol will be dispatched within 48 hours of your selection being confirmed. Replacements ship with free worldwide delivery and tracking information will be sent to you by email.

8. Claims involving customs duties or import taxes

For international orders subject to customs duties or import taxes, please note the following:

  • Customs duties and import taxes paid to your local authorities are not refundable by us
  • If you refuse a shipment at customs, the order will be returned to us, and we may refund the product price minus any return shipping or customs handling costs we incur
  • If you exercise your statutory 14-day withdrawal right, the refund applies to the product price paid to us. You may be able to recover customs duties through your local customs authority — this varies by country

We always recommend contacting us before refusing or returning international shipments so we can advise on the most cost-effective path for you.

9. Exclusions

The 90-day satisfaction guarantee does not apply in the following circumstances:

  • Products purchased from unauthorised resellers (only purchases made directly through protokol9.com are covered)
  • Products that have been deliberately damaged, altered, or used in a manner inconsistent with the included instructions
  • Claims made more than 90 days after the original purchase date (except for members under the lifetime guarantee)
  • Cases where there is clear evidence of fraudulent intent

Statutory consumer rights are not affected by these exclusions where applicable law provides broader protection.

10. Gifts

If you received a PROTOKOL 9 protokol as a gift and wish to claim under the guarantee, contact us through the Contact page with the original order number from the purchaser. The refund, if approved, will be processed to the original payment method used by the purchaser.

11. Adverse skin reactions

If you experience an adverse skin reaction to a protokol, stop use immediately and contact us through the Contact page within seven (7) days. Adverse reaction claims are processed as priority and refunded regardless of how much of the product has been used. We may ask follow-up questions to help us understand what occurred — this is for safety monitoring purposes, not as a barrier to your refund.

If your reaction is severe or persistent, seek medical attention. See our Important Information page for further guidance.

12. How to contact us about a refund or return

All return, refund, and replacement requests should be initiated through the Contact page. We respond within one business day and the responses come from real members of our team.

Please include in your message:

  • Your name and the email address used for the order
  • Your order number
  • A brief description of why you are requesting a refund, replacement, or return
  • For damage or reaction claims, any relevant photographs

13. Changes to this policy

We may update this Refund and Return Policy from time to time to reflect changes in legislation, our commercial practices, or industry standards. The date of the most recent update is shown at the top of this page. Material changes will be communicated to members of The Protokol through our regular member correspondence.

This policy was last updated on 11 May 2026.