Returns & Refunds Policy

Purchases made via Shopee/TikTok Shop
Returns, refunds, and disputes are handled under the marketplace’s buyer protection processes and timelines. Please initiate returns/refunds via your Shopee/TikTok Shop order page first.

When we can help
If you experience:
- Damaged items on arrival
- Wrong item received
- Missing items

Please contact us at info@theprotocolco.com with:
- Order number
- Photos/video evidence (outer packaging + product)
- Brief description of the issue

Eligibility notes
For hygiene and safety, we generally cannot accept returns of opened consumable products unless there is a verified defect or fulfilment error.

Last updated: 04.03.2026