Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@protostax.com. Please note that returns will need to be sent to the following address: 211 Hope Street, #390053, Mountain View, CA 94040, USA

You can also submit a return or cancellation request online by signing into your customer account.

Once your return request is approved, please ensure that you have shipped the items back within 7 days of the approval. 

Submit a return request

Sign in to your account:

In the "Email" field, enter your email address, and then click "Continue".

In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

Go back to the online store, and then enter a six-digit verification code.

Click "Request return" for the order that you want to submit the return for.

If your order has more than one item, then select the items that you want to return.

Select a return reason and add a note for the store.

Click "Request return".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

You can also cancel your order or items in your order if they have not been shipped yet. 

Submit a cancellation request

Sign in to your account:

In the "Email" field, enter your email address, and then click "Continue".

In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

Go back to the online store, and then enter a six-digit verification code.

Click "Cancel items" for the order that you want to submit the cancellation for.

If your order has more than one item, then select the items that you want to cancel.

Select a return reason and add a note for the store.

Click "Request cancellation".

If your cancellation request is approved you receive a refund.

Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

You can always contact us for any return question at support@protostax.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and certain final sale items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Unfortunately final sale items marked as such cannot be refunded. Unfortunately, we cannot accept returns on gift cards. Please get in touch if you have questions or concerns about your specific item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@protostax.com to start the exchange process.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Also, as above, you are responsible for paying for your own shipping costs for returning your item. We will refund any standard delivery costs in line with the EU rules. If you have chosen an expedited method, you will receive a refund of standard shipping costs. Also note that there are some exceptions as noted above.  

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@protostax.com.