Refund policy

Refund, Replacement, and No-Return Policy

Last updated: July 19, 2026

Our quality promise

PROTOKODE sells made-to-order dietary supplements. Because these products are ingestible, we do not accept physical returns or exchanges.

If your order arrives damaged, defective, incorrect, or is confirmed lost in transit, contact us within the applicable 30-day reporting period below. After reviewing the claim, we may provide a free replacement or refund.

Do not mail any product to us unless our support team specifically instructs you to do so.

Damaged, defective, or incorrect products

Contact us within 30 calendar days after delivery if a product arrives damaged, defective, or different from what you ordered.

Email support@tryprotokode.com and include:

Your PROTOKODE order number
A brief description of the problem
The affected product and quantity
Clear photographs of the product, packaging, shipping label, and issue, when applicable

We may request additional information reasonably necessary to investigate the claim.

If the claim is approved, our normal remedy is a replacement at no additional product or shipping cost. If a replacement is unavailable, inappropriate, or also confirmed defective, we may issue a refund for the affected product to the original payment method.

No physical returns or exchanges

Because our products are ingestible dietary supplements, delivered products cannot be physically returned or exchanged.

This restriction applies even when a product is unopened. It protects product safety, quality control, and customer hygiene.

Do not mail products to PROTOKODE, our fulfillment providers, or any address associated with our business unless our support team gives you written instructions. Unauthorized returns will not be accepted and might not be recoverable.

Not accepting a physical return does not prevent us from approving an eligible replacement or refund under this policy.

Packages that have not arrived

Carrier delivery estimates are not guaranteed.

If tracking does not show delivery and the package has not arrived by the estimated delivery date, contact us promptly so we can investigate.

To remain eligible for a replacement or refund review, you must contact us no later than 30 calendar days after the estimated delivery date.

If an eligible shipment is confirmed lost, our normal remedy is a replacement. A refund may be issued when a replacement is unavailable or otherwise inappropriate.

Packages marked as delivered

If carrier tracking shows that a package was delivered to the shipping address entered during checkout, the order is generally not eligible for a replacement or refund.

Contact us if you believe the carrier made an error. We will review the available tracking information and tell you whether any investigation or carrier claim is available.

We do not guarantee replacement or reimbursement for theft or loss occurring after a carrier confirms delivery to the address provided by the customer.

Incorrect addresses and failed delivery

Customers are responsible for providing a complete and accurate shipping address, telephone number, and any delivery information required by the carrier.

If you discover an address error, email support@tryprotokode.com immediately. We may attempt to correct the address if fulfillment has not started, but correction is not guaranteed.

If a package is returned because the customer supplied an incorrect or incomplete address, we may offer reshipment after the package reaches the fulfillment facility. The customer is responsible for additional shipping and handling charges.

We cannot guarantee that a package delivered or sent to an incorrect address will be recovered or returned.

If we request an updated address, payment, or delivery instructions and do not receive them within 30 calendar days, the package may no longer qualify for reshipment, replacement, or refund.

An order is not eligible for replacement or refund when a carrier abandons, destroys, or returns the package because:

The recipient was unreachable
The address or telephone number was incorrect or incomplete
The customer did not comply with carrier delivery requirements
Required duties, taxes, or fees were not paid
Another customer-caused delivery issue prevented delivery

An order returned again after being reshipped is not eligible for another reshipment, replacement, or refund unless the second failure resulted from a confirmed carrier or fulfillment error.

Order cancellations and changes

Orders are transmitted to our fulfillment system and begin processing shortly after placement. For this reason, orders generally cannot be canceled, changed, or exchanged after they are submitted.

Customers are responsible for confirming the products, quantities, and shipping information before completing checkout.

If you contact us before fulfillment begins, we may attempt to make a correction or cancel the order. We do not guarantee that a requested change or cancellation will be possible.

Situations not eligible for a return, replacement, or refund

Unless required by applicable law, we do not provide returns, exchanges, replacements, or refunds for:

Buyer’s remorse or change of mind
Ordering the wrong product or quantity
A product not producing a customer’s hoped-for or expected result
Individual taste or preference
Incorrect or incomplete information supplied by the customer
A shipment marked delivered to the address provided at checkout, unless a carrier error is confirmed
Failure to comply with carrier delivery requirements
Claims submitted outside the applicable 30-day reporting period
Products mailed back without written authorization
A second failed delivery after an order has already been reshipped, unless caused by a confirmed carrier or fulfillment error
Misuse, improper storage, tampering, or damage occurring after delivery

Individual experiences with dietary supplements vary. Nothing on our website guarantees any particular health, wellness, or performance outcome.

Chargebacks and payment disputes

Please contact support@tryprotokode.com before initiating a chargeback or payment dispute. This gives us an opportunity to investigate the order and use any available fulfillment or carrier claim process.

If a chargeback or payment dispute is already open, we may be unable to issue a replacement or refund while the dispute remains unresolved. Any available remedy may be paused until the dispute is resolved or withdrawn.

Nothing in this section limits any rights that cannot legally be waived.

How approved refunds are issued

Approved refunds are issued to the original payment method used for the order.

Banks and card issuers may require additional processing time before the credit appears. We do not control financial institutions’ processing times.

Shipping charges are refundable only when required by law or when the refund results from a confirmed fulfillment or carrier error approved by PROTOKODE.