REFUND Policy
Last Updated: Jul 29, 2026
CONTACT AND JURISDICTION
PeptideCo, Inc. is a U.S.-based entity and only provides services to residents of the United States. Data processing and storage are exclusively conducted within the United States. For questions regarding this Privacy Policy, data access requests, data deletion requests, or to report a data breach or security concern, please contact PeptideCo, Inc.at:
concierge@theprotocole.com
Clinical review, physician consultations, and treatment approval decisions referenced in this policy are conducted by licensed providers at Arora Health & Aesthetics, LLC.
What is your refund policy?
Because Protocole provides personalized clinical programs and prescription products governed by strict safety and compliance standards, refund eligibility depends on where you are in the process.
If you cancel before your physician consultation, clinical review, and fulfillment activities begin, you may be eligible for a full refund. Once clinical review and fulfillment preparation have begun, all sales are final and refunds are generally no longer available.
Depending on the situation, Protocole may offer store credit, protocol adjustments, exchanges, or other support at our discretion.
Prescription products and compounded medications cannot be returned or refunded once shipped, aside from the limited exceptions for damaged, defective, or incorrect orders described below. Shipping fees are non-refundable.
What if I’m not approved by the physician?
If your application is not approved following clinical review by Arora Health & Aesthetics, LLC’s licensed providers, you will receive a full refund of any payment made.
In some cases, a physician may request additional information before making a final determination.
What if my order arrives damaged or incorrect?
If your order arrives damaged, defective, or incorrect, please contact our care team within 48 hours of delivery at concierge@theprotocole.com.
Include your order number, a description of the issue, and clear photos of the product and its packaging. Once your claim is reviewed and approved, we will issue a replacement or refund at our discretion.
Approved refunds are returned to your original payment method and typically take 5–10 business days to appear, depending on your bank or card issuer. Claims submitted after the 48-hour window cannot be honored.
What if my order is lost in transit?
If your order is lost in transit, please contact our team and we will investigate with the carrier.
Confirmed lost shipments will be reshipped at no additional cost.
Can I cancel a medication order after it’s been placed?
Orders may be canceled before physician review and fulfillment preparation begin.
Once clinical review and fulfillment preparation have started, cancellation and refund may no longer be available.
To request a cancellation, contact us as soon as possible at concierge@theprotocole.com.
Who do I contact for refund or billing issues?
Email: elle@theprotocole.com
Phone: +1 (332) 239-4430
We aim to respond within one business day.
Business Information
The Protocole (PeptideCo, Inc.)
148 Lafayette, 04-106
New York, NY 10013, US
Phone: +1 (415) 404-8283
Email: concierge@theprotocole.com
