Refund policy
Return & Refund Policy
Last updated: May 2026
At Protocol Cosmetics, your satisfaction is important to us. This Return & Refund Policy outlines the conditions under which returns, exchanges, and refunds are accepted. By placing an order on https://protocolcosmetics.com, you agree to the terms below.
1. Return Eligibility
Due to the nature of fragrance products and for hygiene and safety reasons, we can only accept returns that meet ALL of the following conditions:
- The product is unopened, unused, and in its original sealed packaging.
- The return request is made within 7 calendar days of delivery.
- Proof of purchase (order number or receipt) is provided.
2. Non-Returnable Items
The following items cannot be returned or refunded:
- Perfume bottles that have been opened, used, sprayed, or unsealed.
- Products damaged due to misuse, mishandling, or improper storage by the customer.
- Items marked as final sale, clearance, or part of a limited promotion.
- Gift cards and digital products.
3. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will require:
- Clear photos of the damaged or incorrect item(s).
- Photos of the original packaging.
- Your order number.
Once verified, we will arrange a free replacement or a full refund — at no additional cost to you.
4. How to Request a Return
To initiate a return, please contact our customer service team via:
- Email: protocolcosmetics@outlook.com
- WhatsApp: +961 71 699 718
Include the following in your message:
- Your full name and order number.
- The reason for the return.
- Photos of the product (especially for damaged or incorrect items).
Our team will respond within 1–2 business days with return instructions. Please do not ship the item back before receiving confirmation from us — unauthorized returns will not be accepted.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed as follows:
- Credit/Debit Card payments: refunded to the original card within 7–14 business days, depending on your bank.
- Whish Money / OMT payments: refunded via the same channel within 5–7 business days.
- Cash on Delivery (COD) orders: refunded via bank transfer or issued as store credit, based on your preference.
Please note that original shipping fees are non-refundable, except in cases where the return is due to our error (damaged, defective, or wrong item).
6. Exchanges
If you wish to exchange a sealed, unused product for a different fragrance, please contact us within 7 days of delivery. Exchanges are subject to availability and are handled on a case-by-case basis. The customer is responsible for any difference in price and the cost of return shipping.
7. Return Shipping Costs
Unless the return is due to our error, the customer is responsible for the cost of returning the item. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items shipped without tracking.
8. Late or Missing Refunds
If you have not received your refund within the timeframe stated above, please:
- Check your bank account or payment method again.
- Contact your bank or payment provider — processing times can vary.
- If you still have not received your refund, contact us at the email above and we will follow up immediately.
9. Cancellations
You may cancel your order within 2 hours of placing it by contacting us directly. After this window, your order may have already been dispatched and standard return procedures will apply.
10. Contact Us
For any questions or concerns regarding returns or refunds, please contact us:
Protocol Cosmetics
Email: protocolcosmetics@outlook.com
WhatsApp / Phone: +961 71 699 718
Website: https://protocolcosmetics.com