Refund policy
Returns & Refunds Policy
Last Updated: June 2026
At Protocol Living, we want you to be completely satisfied with your purchase. If something isn’t quite right, we’re here to help.
Returns
We offer a 30-day returns policy. This means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it
- Be returned in its original packaging
- Include proof of purchase or your order number
To request a return, please contact us at:
hello@protocolliving.com
Returns should be sent to:
Protocol Living
10 Meadlands Mews
York
YO31 0WD
United Kingdom
Please do not return items without contacting us first, as we may be unable to process your return.
Once your return has been approved, we will provide instructions on how to return your item.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible at:
hello@protocolliving.com
We will assess the issue and work with you to provide a replacement, exchange or refund where appropriate.
Exchanges
If you would like to exchange an item, the quickest option is to return the original item and place a new order once your return has been approved.
Non-Returnable Items
We are unable to accept returns for:
- Personalised or custom-made products
- Gift cards
- Clearance or sale items (unless faulty)
- Products that have been used or are no longer in their original condition
If you are unsure whether your item is eligible for return, please contact us before returning it.
Your Consumer Rights
Nothing within this policy affects your statutory rights under UK consumer law.
If goods are faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with your legal rights.
Customers within the European Union may also have additional cancellation rights under applicable consumer protection legislation.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed back to your original payment method within 10 business days.
Please note that banks and card providers may require additional time to process and display the refund.
If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact:
hello@protocolliving.com
Contact Us
For any questions regarding returns, refunds, exchanges or your order, please contact:
hello@protocolliving.com
Protocol Living
Adam Brierley (Sole Trader)
Trading as Protocol Living
10 Meadlands Mews
York
YO31 0WD
United Kingdom
Performance Through Preparation.