Refund policy

RETURN & REFUND POLICY

We want every PROTOCOL XXVII order to arrive as intended.

14-day right of withdrawal

If you are a consumer located in the European Union or European Economic Area, you may withdraw from your purchase within 14 days from the date you receive your order, without giving a reason, where the statutory right of withdrawal applies.

To request a return, contact us before sending any item back. The item must be returned unworn, unused, unwashed and in its original condition.

Unless otherwise required by law, the customer is responsible for return shipping costs for a standard withdrawal.

Damaged, defective or incorrect items

If your order arrives damaged, defective, misprinted, or you receive the wrong item, contact us as soon as possible with your order number and clear photos of the issue.

Where a product is confirmed to be defective or incorrect, we will arrange an appropriate replacement or refund at no additional cost to you.

Non-returnable items

Items that are made to your individual specifications or clearly personalised may not be eligible for the statutory right of withdrawal where the applicable consumer law provides an exemption.

This does not affect your legal rights regarding defective or non-conforming goods.

Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

Contact

To start a return or ask a question about your order, contact:

PROTOCOL XXVII
Nikolay Smilenov
76 Rue Rabelais
79100 Thouars
France
Phone: +33 7 45 69 02 21

PROTOCOL XXVII
support@protocolxxvii.com