Refund policy
Return & Refund Policy
Last updated: 1/24/26
At Protocol SkinLab, we take pride in the quality and safety of our products. Due to the nature of skincare items, we have specific guidelines regarding returns and refunds, outlined below.
Eligibility for Returns
To be eligible for a return, items must meet all of the following conditions:
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Unused, unopened, and in original packaging, including machines for professional use.
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In the same condition as received
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Returned within 14 days of delivery
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Accompanied by proof of purchase
For hygiene and safety reasons, opened or used products cannot be returned.
Non-Returnable Items
The following items are not eligible for return or refund:
| Non-Returnable Item | Reason |
|---|---|
| Opened or used skincare products | Hygiene and safety |
| Products with allergic or sensitivity reactions | Individual skin response |
| Professional or clinical-size products | Intended for trained use |
| Final sale or promotional items | Pricing exceptions |
| Gift cards | Non-refundable |
Allergies & Skin Sensitivities
Individual skin reactions vary.
By purchasing from Protocol SkinLab, you acknowledge that:
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It is your responsibility to review ingredient lists before use
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A patch test is recommended prior to full application
We are unable to accept returns or issue refunds for products that have been opened or used due to allergic reactions, irritation, or sensitivities.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 5 business days of delivery at:
Include:
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Your order number
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Photos of the item and packaging
Approved issues will be resolved with a replacement or refund, at our discretion.
Refund Processing
If a return is approved:
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Refunds are issued to the original payment method
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Processing may take 5–10 business days, depending on your bank or card issuer
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Original shipping costs are non-refundable
Shipping Costs for Returns
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Customers are responsible for return shipping costs unless the item is defective or incorrect
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Shipping charges are non-refundable
Unauthorized Returns
Returns sent without prior approval or that do not meet eligibility requirements may be refused or returned to the sender.
Professional Buyers
Professional and distributor purchases are subject to the same return conditions unless otherwise stated in a written distributor agreement.
Questions?
For return or refund inquiries, contact us at:
info@protocolskinlab.com
We’re happy to help.
