Returns & refunds

Last updated: October 23, 2026

This policy applies to orders placed on tryprotokode.com. PROTOKODE is operated by MMMK Vista LLC. Nothing in this policy limits any rights you have under applicable law. Questions? Email support@tryprotokode.com.

The short version

• Arrived damaged, leaking, wrong or missing? Email us within 7 days of the delivery scan with photos, and we send a free replacement. Nothing to send back.
• Lost in transit? If tracking hasn't moved for 10 business days, we trace it and reship.
• Orders can't be changed or canceled once placed.
• Because this is a personal-care product, we don't accept returns or give change-of-mind refunds, opened or unopened.
• Refunds come through the $60 guarantee, when we can't replace an item covered below, or if we can't ship on time and you choose to cancel.

Orders: changes and cancellations

Orders go to packing right away, so we can't change or cancel them once placed. Please check your address and bottle count before you check out. The only exceptions are ones we start ourselves: an out-of-stock item or a delay, explained below.

Replacements

Email support@tryprotokode.com with your order number. Photos must be original and taken after delivery. One replacement per order. Replacements ship free, the same way as your original order, and nothing has to be sent back. We reply to every request by email.

Arrived damaged or leaking

If the bottle arrived broken, cracked, leaking or with a faulty dropper, email us within 7 days of the delivery scan with photos of the outer box with its shipping label, the inside of the box as you opened it, and the bottle close up. We send a free replacement. Damage that happens after delivery isn't covered.

Missing or wrong item

If a bottle is missing, or we sent the wrong item, email us within 7 days of the delivery scan with photos of the shipping label and everything in the box. We send what's missing or the right item. If the wrong bottle count was chosen at checkout, it isn't covered.

Lost in transit

If tracking hasn't moved for 10 business days, email us your order number within 30 days of the estimated delivery date. We trace it with USPS and reship it. Delivery inside our usual 4–9 business days isn't a delay.

Marked delivered but not received, or stolen after delivery

Parcels are sometimes scanned early, so please wait 2 business days and check your porch, mailbox, building mailroom and neighbors. Once the carrier marks a parcel as delivered to the address entered at checkout, it is no longer covered for loss or theft, and we don't replace or refund it. Email us and we'll share the tracking details so you can raise it with the carrier.

Wrong address, refused or unclaimed parcels

Parcels are delivered to the address entered at checkout, and address errors aren't covered. If a parcel comes back to us because the address was wrong or incomplete, or because it was refused or not collected, we email you. Reply within 14 days with a corrected US street address and pay the reship cost, and we send it once. If it isn't returned to us, or we don't hear back within 14 days, the order is closed without a refund.

Returns and refunds

We don't accept returns or exchanges, and we don't give change-of-mind refunds, opened or unopened, because this is a personal-care product. Please email us before sending anything back: we don't have a returns address, so items sent without our agreement can't be accepted.

Refunds are given only:

• through the $60 guarantee;
• when we can't replace an item covered above (for example, it's out of stock). We refund that item instead; or
• when we can't ship within 7 business days and you choose to cancel. We refund that order in full.

Apart from a full refund after a delay, shipping charges aren't refunded.

The $60 guarantee

Refunds go through the $60 guarantee.

Out-of-stock items and delays

If an item is out of stock after you order, we hold your order and email you a new shipping date. If we can't ship within 7 business days of your order, we email you before then with a new date and the option to cancel for a full refund.

Product reactions

If you have a reaction, stop using the product, rinse the area with water and seek medical advice if needed. Then email us with the subject "Product reaction". We log every report, and we'll follow up with you personally.

How refunds are issued

Approved refunds go to your original payment method, usually within 10 business days of approval ($60 guarantee refunds follow its terms). Your bank may take a few more days to show it.

Before contacting your bank

Please email us first at support@tryprotokode.com. We answer every email, and most issues are sorted that way.