Return policy

At Protella, our priority is your satisfaction. If for any reason you are not completely satisfied with your purchase, we offer a 14-day return policy to ensure your peace of mind. Below we detail the terms and conditions of our return policy.

Return period

You have 14 days from the date you receive the product or from when you pick it up at the collection point, to request a return.

What happens after the return period?

We do not accept returns on unwanted items after the deadlines indicated above (14 days).

Return conditions

The products must be in their original condition, unopened and without showing signs of use to proceed with their return. If the product is damaged or has been opened and is defective, the product should be handled as little as possible.

We reserve the right to refuse the return of any product that does not comply with the conditions set out in this policy.

Products will be inspected upon receipt to verify that they are in their original condition and meet return requirements.

In the event that the returned product does not meet the return criteria, the customer will be informed and the possibility of resending the product at their cost will be offered.

Return process

To start the return process, please contact our customer service team through our email ( or through the contact form. As soon as possible, we will provide you with detailed instructions on how to proceed with the return.

Shipping costs

Shipping costs associated with the return will be the responsibility of the customer, unless the return is due to an error on the part of Protella or a defective product.


Returned items are your responsibility until they reach us. Make sure they are well packaged and not damaged along the way!

As the package is your responsibility until it reaches us back, please make sure you obtain proof of shipping in case you need to contact us later about your return.

We are not responsible for any products you send us in error.


Once we receive and verify the status of the returned product, we will proceed to make the corresponding refund using the same payment method used for the purchase.

Refunds may take several business days to process, depending on the bank's policies.


For any additional questions or queries regarding our return policy, please do not hesitate to contact our customer service team.

This return policy is subject to changes and updates by Protella without prior notice, so it is recommended to review it periodically on our website to be aware of any modifications.

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