Last Updated: September 2026
At MY PROTOCOL, we aim to provide a reliable and straightforward shopping experience. This Delivery & Returns Policy explains how orders are processed, delivered, returned, and refunded when purchasing products through the MY PROTOCOL online store.
1. Delivery Locations
MY PROTOCOL offers worldwide shipping for eligible products.
Delivery availability may depend on the destination country, courier coverage, product availability, customs requirements, and applicable shipping restrictions.
Customers are responsible for providing a complete and accurate delivery address and contact information during checkout.
Certain destinations may be unavailable due to courier restrictions, customs regulations, or other circumstances beyond our control.
2. Order Processing
Orders placed through the MY PROTOCOL online store are processed after successful payment confirmation.
Orders are normally prepared for dispatch within the applicable processing timeframe shown on the product page or communicated at the time of purchase.
Processing times may be longer during weekends, public holidays, promotional periods, customised orders, or periods of high order volume.
Customers will receive an order confirmation after successfully placing an order. Where tracking is available, tracking information will be provided after the order has been dispatched.
3. Customised Orders
Customised MY PROTOCOL cases are handled separately from standard online store orders.
Customers requesting a customised case should contact MY PROTOCOL through WhatsApp to discuss the required customisation, product specifications, availability, pricing, production timeframe, and delivery arrangements.
Payment for customised orders may be collected manually through an agreed payment method.
Customised products are made according to the specifications agreed with the customer. Because these products are specially prepared for the customer, customised orders are generally not eligible for return or cancellation once production has commenced, except where the product is defective, damaged, or materially different from the agreed specifications.
4. Delivery Times
Delivery times vary depending on the destination country, courier service, customs procedures, product availability, and other circumstances.
Any delivery timeframe displayed on the website or communicated to the customer is an estimated timeframe and is not a guaranteed delivery date.
International deliveries may take additional time due to customs clearance, local courier procedures, public holidays, or other circumstances outside MY PROTOCOL’s control.
5. Shipping Charges
Applicable shipping charges will be displayed during checkout or communicated to the customer before order confirmation where applicable.
Shipping charges may vary depending on the destination, package size, weight, delivery method, and courier service.
For customised orders, shipping charges may be confirmed separately before payment.
Customers may be responsible for customs duties, import taxes, VAT, clearance charges, or other fees imposed by the destination country unless otherwise stated.
6. Order Tracking
Where tracking is available, customers will receive tracking information after their order has been dispatched.
Customers can use the provided tracking information to monitor the progress of their delivery.
Tracking information is provided by the relevant courier or delivery provider and may take some time to become active after dispatch.
7. Incorrect Delivery Information
Customers are responsible for providing accurate and complete delivery information.
If an order cannot be delivered because of an incorrect or incomplete address, incorrect contact details, or other information supplied by the customer, additional delivery charges may apply if the order needs to be re-dispatched.
MY PROTOCOL may contact the customer to confirm the correct delivery information before re-dispatching an undelivered order.
8. Delayed or Lost Deliveries
MY PROTOCOL works with delivery providers to deliver orders within the estimated delivery timeframe. However, delays may occur because of weather conditions, customs procedures, public holidays, courier delays, incorrect address information, transportation issues, or other circumstances beyond our reasonable control.
If an order appears to be significantly delayed or lost, customers should contact MY PROTOCOL so that we can investigate the delivery status with the relevant courier.
9. Damaged or Incorrect Items
Customers should inspect their order when it is received.
If you receive an item that is damaged, defective, or different from the product you ordered, please contact MY PROTOCOL as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
After reviewing the issue, MY PROTOCOL may arrange a replacement, return, refund, or another appropriate resolution.
10. Returns
Eligible standard products may be returned within 14 days of delivery.
To qualify for a return, the product must generally:
- Be unused
- Be in its original condition
- Be returned with its original packaging where applicable
- Not have been damaged, modified, or altered by the customer
- Be accompanied by the original order information
Customers must contact MY PROTOCOL before returning a product.
Returns sent without prior approval may not be accepted.
11. Customised and Personalised Products
Customised or personalised products are not eligible for return simply because the customer changes their mind, provided that the product was manufactured according to the specifications agreed with the customer.
Customised orders may also not be cancelled once production has commenced.
This does not affect a customer’s rights where a customised product is defective, damaged during delivery, or materially different from the specifications agreed with MY PROTOCOL.
12. Return Shipping
Where a return is requested because the customer changed their mind, ordered the wrong product, or no longer requires the product, the customer may be responsible for the return shipping costs.
Where MY PROTOCOL confirms that an item was defective, damaged on arrival, or incorrectly supplied, MY PROTOCOL will determine the appropriate return, replacement, or shipping arrangements.
13. Refunds
Approved refunds will normally be issued through the original payment method used for the order, where technically possible.
Refund processing times may vary depending on the payment provider, bank, card issuer, or financial institution.
MY PROTOCOL does not control the time required by a customer’s bank or payment provider to display a completed refund.
For manually paid customised orders, any approved refund will be handled through the payment method used for that order.
14. Order Cancellation
Customers may request cancellation of a standard order before the order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
Customised orders may not be cancelled once production has commenced.
15. Failed or Refused Deliveries
If a customer refuses delivery or an order is returned to MY PROTOCOL because the customer was unavailable, provided an incorrect address, or otherwise failed to accept delivery, additional delivery charges may apply if the customer requests re-dispatch.
Where applicable, any refund will be processed after the returned package has been received and assessed.
16. International Orders and Customs
For international orders, customers are responsible for complying with the import regulations of their destination country.
Depending on the destination, additional customs duties, taxes, import fees, or clearance charges may apply.
These charges are generally determined by the destination country’s authorities and are separate from the product price and shipping charges unless explicitly stated otherwise.
MY PROTOCOL is not responsible for delays caused by customs clearance or customs authorities.
17. Changes to This Policy
MY PROTOCOL reserves the right to update this Delivery & Returns Policy from time to time.
Any changes will be published on this page with an updated “Last Updated” date.
18. Contact Us
For questions regarding delivery, returns, refunds, or an existing order, please contact MY PROTOCOL using the details below.
Please include your order number when contacting us about an existing order.
MY PROTOCOL
Email: shop@myprotocolgear.com
Phone: 0771123474
Business Address: 226 Bankshall Street, 11, Colombo, Sri Lanka
For customised orders, please contact us through WhatsApp to discuss product requirements, customisation, pricing, production, payment, and delivery arrangements.