Return & Refund Policy

Last updated: August 25, 2026

We want you to feel completely confident in your investment. If something isn't right, here's how returns and refunds work at Protocol Recovery.

Return Window

You may return most items within 30 days of delivery for a refund, provided they meet the condition requirements below. For large freight equipment (saunas, cold plunges, hyperbaric chambers, massage tables), the item must be unused and uninstalled — once a unit has been set up, filled, or used, it generally can't be returned.

Condition Requirements

To qualify for a return, items must be:

• Unused and in like-new condition
• In their original packaging, with all accessories, manuals, and hardware included
• Free of installation, assembly, or modification

Items that don't meet these conditions may be refused, returned to you at your cost, or subject to a reduced refund reflecting the item's condition.

Hygiene-Sensitive Items

Because many of our products come into direct skin or body contact — massage and compression devices, red light therapy panels, and similar — these items can only be returned unopened and unused. Once a hygiene-sensitive item has been opened or used, we're unable to accept it back for health and safety reasons. This doesn't affect your coverage under our defect policy or manufacturer warranties below.

How to Start a Return

Contact us at info@protocolrecoveryshop.com with your order number and reason for return. We'll issue a Return Authorization (RA) number and instructions — please don't ship anything back without one, as unauthorized returns may be refused at our warehouse.

Return Shipping & Restocking Fees

• Standard parcel items: you're responsible for return shipping costs, which are deducted from your refund if we provide a prepaid label.
• Freight/large equipment: because these items ship via LTL freight, return shipping is arranged separately and is the customer's responsibility. We're happy to help coordinate pickup with our freight partners — just let us know once your RA is issued.
• Restocking fee: non-defective returns of freight/large equipment are subject to a 20% restocking fee to cover freight, inspection, and repackaging costs. Standard parcel items are not subject to a restocking fee.
• Refused or undeliverable shipments: if a freight delivery is refused or can't be completed for reasons other than damage or defect, the same return freight costs and restocking fee apply, deducted from your refund.

Refunds

Once your return arrives at our warehouse and passes inspection, we'll issue your refund to your original payment method within 5–10 business days. You'll get an email once it's processed — your bank or card issuer may take a few additional days to post it.

Damaged or Defective Items

If your item arrives damaged or is found to be defective, none of the above fees apply — we'll cover return shipping and issue a full refund or free replacement, your choice. See our Shipping Policy for how to document damage at delivery, and reach out within 48 hours of delivery so we can act quickly.

Non-Returnable Items

• Gift cards
• Items marked "Final Sale" or purchased during clearance events
• Hygiene-sensitive items that have been opened or used (see above)
• Custom or made-to-order equipment, unless defective

Hyperbaric Chambers

Given their size, specialized handling, and the regulatory considerations around these devices, hyperbaric chambers carry a shorter, stricter return window than the rest of our catalog: returns are accepted only if the unit is unopened, uninstalled, and still in its original crating, within 14 days of delivery. Once assembled or used, hyperbaric chambers are final sale except in cases of defect.

Manufacturer Warranties & Brand Partner Terms

Some of the brands we carry offer their own manufacturer warranties that extend well beyond our 30-day return window — these are detailed in the Warranty tab on each product page. Because certain items ship directly from our brand partners, a small number of products may carry return terms specific to that manufacturer; where that's the case, we'll note it clearly on the product page before you buy.

Exchanges

We don't process direct exchanges. If you'd like a different size, model, or configuration, return your original item under the policy above and place a new order.

Order Cancellations

Need to cancel before your order ships? Reach out as soon as possible — see our Shipping Policy for cancellation timing.

Questions?

We're glad to help. Contact us at info@protocolrecoveryshop.com and we'll get back to you within 1 business day.