effective: november 13 , 2025

customers are eligible to make a return according to the following guidelines:

  • returns must be approved in advance with a return merchandise authorization (RMA). returns received without an RMA will be refused at the customer’s cost.

  • all item(s) returned for refund or exchange must be in a new or resalable condition, which means the product is in its original packaging and includes all hardware, instructions and other paperwork. returned products will be inspected and photographed upon receipt. handling fees of up to 25% will be charged for repacking and/or special processing. all shipping charges are to be paid by the customer.

  • all returns must be within 30 days of the original ship date.

made-to-order items are typically non-returnable unless there is a defect with the product.

items shipped in error by PROTOHUMANLABS will be reshipped at the expense of PROTOHUMANLABS or appropriate credit will be issued.

shipping claims must be filed by the customer with the carrier at time of delivery. If it is necessary to refuse shipment because of damage, you must notify PROTOHUMANLABS immediately.

in the event that a shipment is lost, notify PROTOHUMANLABS within 48 hours so that a tracer can be filed on the missing package with the carrier. PROTOHUMANLABS is unable to process your claim without this notification.

return merchandise authorization (RMA)

to request a return merchandise muthorization (RMA), please send an email to protohumanlabs@gmail.com with the following comments and attachments:

  1. order number

  2. reason for return

  3. photo of the defective area

  4. photo of the entire product

  5. photo of the label on the box

  6. is the box still factory sealed? (yes/no)

After your RMA request is reviewed, you will be contacted for further information or actions.