Terms & Conditions

Last Updated: September 2026

Welcome to MY PROTOCOL. These Terms & Conditions (“Terms”) govern your use of the MY PROTOCOL website and your purchase of products through our online store.

By accessing or using our website, creating an account, placing an order, submitting a custom order request, or purchasing a product from MY PROTOCOL, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use our website or place an order.

1. About MY PROTOCOL

MY PROTOCOL

Email: shop@myprotocolgear.com
Phone: 0771123474
Business Address: 226 Bankshall Street, 11, Colombo, Sri Lanka

MY PROTOCOL operates an online store providing products to customers internationally.

2. Use of Our Website

You agree to use the MY PROTOCOL website only for lawful purposes and in accordance with these Terms.

You must not:

• Use the website for fraudulent or unlawful activities
• Attempt to gain unauthorised access to our website, systems, accounts, or databases
• Interfere with the security or operation of the website
• Upload or transmit malicious software, viruses, or harmful code
• Attempt to disrupt website functionality
• Use automated systems to improperly access or collect website information
• Copy, reproduce, modify, distribute, or commercially exploit website content without permission
• Misuse the checkout, payment, account, or customer-support systems
• Impersonate another person or provide false information
• Use the website in a way that violates applicable laws or regulations

We reserve the right to restrict or terminate access to the website where we reasonably believe these Terms have been violated.

3. Account Registration

Customers may create an account on the MY PROTOCOL website or complete purchases using guest checkout.

When creating an account, you agree to provide accurate and current information.

You are responsible for:

• Maintaining the confidentiality of your login credentials
• Protecting your password
• Keeping your account information accurate
• All activities conducted through your account where reasonably attributable to you

You should notify MY PROTOCOL if you believe your account has been accessed without authorisation.

We reserve the right to suspend or terminate accounts that are used fraudulently, unlawfully, abusively, or in violation of these Terms.

4. Products and Product Information

We make reasonable efforts to ensure that product descriptions, specifications, images, dimensions, colours, and other product information displayed on the website are accurate.

However, minor differences may occur between product images displayed on a screen and the actual product due to lighting, photography, manufacturing processes, screen settings, or other factors.

Product availability may change without notice.

5. Product Pricing

All product prices displayed on the website are subject to change without prior notice.

MY PROTOCOL reserves the right to modify prices, promotions, discounts, and product pricing at any time.

The applicable product price will generally be the price displayed at the time the customer places the order, subject to the provisions relating to pricing errors below.

Applicable shipping charges, taxes, duties, or other charges may be added where applicable and will be communicated or displayed before order completion where reasonably possible.

6. Pricing and Website Errors

Although we make reasonable efforts to maintain accurate product and pricing information, technical or human errors may occasionally occur.

If a product is listed at an obviously incorrect price or with materially incorrect information due to an error, MY PROTOCOL reserves the right to cancel the affected order.

Where an order is cancelled because of such an error and payment has already been received, MY PROTOCOL will arrange an applicable refund through the relevant payment method.

7. Product Availability

Products displayed on the website are subject to availability.

If a product becomes unavailable after an order has been placed, MY PROTOCOL may contact the customer regarding available alternatives or cancel the affected order.

Where an order is cancelled because the product is unavailable and payment has already been received, an applicable refund will be processed.

8. Orders

Submitting an order through the website constitutes a request to purchase the selected products.

An order is not considered fully confirmed until payment has been successfully authorised and the order has been accepted for fulfilment.

MY PROTOCOL reserves the right to refuse or cancel an order for legitimate operational, security, payment, product availability, pricing, shipping, or compliance reasons.

If an order is cancelled after payment has been received, an applicable refund will be processed.

9. Online Payments

MY PROTOCOL uses OnePay as an online payment service provider for applicable website transactions.

Customers must provide accurate information during the checkout process.

An online order is confirmed after successful payment authorisation and acceptance of the order.

MY PROTOCOL does not store customers’ full payment card details on our website. Payment information is processed by the applicable payment provider according to its own terms, security procedures, and privacy policy.

A payment appearing to be successful does not prevent MY PROTOCOL from cancelling an order where there is a legitimate reason to do so, including suspected fraud, pricing errors, product availability issues, or shipping restrictions.

10. Customised Orders

MY PROTOCOL may offer customised products that are arranged separately from standard online store purchases.

Customers requesting customised products should contact MY PROTOCOL through WhatsApp.

The customer and MY PROTOCOL may discuss:

• Product type
• Customisation requirements
• Design
• Text
• Logos or artwork
• Colour
• Quantity
• Price
• Production timeframe
• Delivery arrangements
• Payment arrangements

Customised orders may be paid for manually using an agreed payment method and may not be processed through the OnePay payment gateway.

11. Custom Design Approval

Before production begins, the customer is responsible for reviewing and approving the final customisation details communicated or provided through WhatsApp.

This may include:

• Text
• Names
• Logos
• Images
• Artwork
• Colours
• Layout
• Other requested specifications

Once the customer has approved the final specifications and production has commenced, changes may not be possible or may result in additional costs.

MY PROTOCOL is not responsible for errors in customer-approved specifications where the product has been manufactured according to the approved details.

12. Customer-Supplied Designs and Intellectual Property

If a customer provides a logo, image, artwork, text, trademark, design, or other material for a customised product, the customer represents that they have the necessary rights or permission to use and reproduce that material.

The customer is responsible for ensuring that their supplied material does not infringe the intellectual property, privacy, publicity, or other rights of another person or organisation.

MY PROTOCOL reserves the right to refuse a customisation request where we reasonably believe the requested content may violate applicable law or third-party rights.

13. Custom Order Cancellation and Returns

Customised or personalised products are made according to the customer’s approved specifications.

Customised orders generally cannot be cancelled once production has commenced and are generally not eligible for return due to a change of mind.

This does not affect applicable rights where a customised product is defective, damaged during delivery, or materially different from the specifications approved by the customer.

For further information, customers should review our Delivery & Returns Policy.

14. Delivery

MY PROTOCOL offers worldwide shipping for eligible products.

Delivery times are estimates and may vary depending on the destination, courier, customs procedures, product availability, public holidays, and other circumstances.

MY PROTOCOL is not responsible for delays caused by circumstances outside our reasonable control.

Customers are responsible for providing an accurate and complete delivery address and contact information.

For additional information, please refer to our Delivery & Returns Policy.

15. International Orders and Customs

Customers placing international orders are responsible for complying with the import laws and requirements of their destination country.

Depending on the destination, customers may be required to pay customs duties, import taxes, VAT, clearance fees, or other charges.

Unless explicitly stated otherwise, these charges are the responsibility of the customer.

MY PROTOCOL is not responsible for delays, confiscation, additional charges, or other issues resulting from customs procedures or import restrictions in the destination country.

16. Returns and Refunds

Returns and refunds are governed by our Delivery & Returns Policy.

Standard eligible products may generally be returned within 14 days of delivery, subject to the applicable conditions.

Customers should contact MY PROTOCOL before returning an item.

Approved refunds will generally be issued through the original payment method where technically possible.

17. Product Warranty

MY PROTOCOL provides a 30-day warranty for eligible products from the date of delivery.

The warranty covers manufacturing defects or faults that arise under normal and intended use during the applicable warranty period.

The warranty does not normally cover:

• Accidental damage
• Misuse
• Abuse
• Improper handling
• Unauthorised modification
• Alteration
• Damage caused by excessive force
• Normal wear and tear
• Damage caused by failure to follow product instructions
• Damage resulting from use outside the product’s intended purpose

Customers should contact MY PROTOCOL as soon as a potential warranty issue is identified.

We may request photographs, videos, order information, or other evidence to assess the issue.

After assessment, MY PROTOCOL may, where appropriate, offer a repair, replacement, refund, or another suitable resolution.

18. Product Use and Customer Responsibility

Customers are responsible for using MY PROTOCOL products according to their intended purpose and any instructions or information provided with the product.

Customers should not modify, misuse, overload, expose, or operate products in ways that are inconsistent with their intended design or instructions.

MY PROTOCOL is not responsible for damage, loss, or injury resulting from misuse, unauthorised modification, improper handling, negligence, or use outside the intended purpose of a product, subject to applicable law.

19. Intellectual Property

All intellectual property appearing on the MY PROTOCOL website, including but not limited to:

• MY PROTOCOL trademarks and logos
• Brand names
• Product names
• Product descriptions
• Photographs
• Graphics
• Website designs
• Text
• Layouts
• Videos
• Marketing materials
• Website software and content

is owned by or licensed to MY PROTOCOL unless otherwise stated.

You may not copy, reproduce, modify, distribute, publish, sell, license, or commercially exploit MY PROTOCOL content without prior written permission.

20. Third-Party Services and Links

Our website may use or provide access to third-party services, payment providers, delivery providers, communication platforms, analytics services, or external websites.

Third-party services operate according to their own terms and policies.

MY PROTOCOL is not responsible for the content, availability, security, policies, or practices of third-party websites or services beyond our reasonable control.

21. Website Availability

We aim to keep the MY PROTOCOL website available and functioning correctly. However, we do not guarantee that the website will always be available, uninterrupted, error-free, or free from technical issues.

The website may occasionally be unavailable because of maintenance, updates, hosting issues, technical problems, security incidents, or circumstances outside our reasonable control.

22. Limitation of Liability

To the maximum extent permitted by applicable law, MY PROTOCOL will not be responsible for indirect, incidental, special, consequential, or economic losses arising from the use of our website or products, including loss of profits, business interruption, or loss of data, except where such liability cannot lawfully be excluded.

Nothing in these Terms is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.

Where liability cannot be excluded, MY PROTOCOL’s liability will be limited to the extent permitted by applicable law.

23. Events Beyond Our Control

MY PROTOCOL will not be responsible for failure or delay in performing its obligations where such failure or delay results from circumstances beyond our reasonable control.

Such circumstances may include:

• Natural disasters
• Severe weather
• War
• Civil unrest
• Government restrictions
• Customs restrictions
• Transportation disruptions
• Courier disruptions
• Internet or telecommunications failures
• Cybersecurity incidents
• Power outages
• Strikes
• Public health emergencies
• Other events beyond our reasonable control

24. Fraud and Transaction Security

MY PROTOCOL reserves the right to review, delay, refuse, or cancel transactions where we reasonably suspect fraud, unauthorised activity, payment abuse, identity misuse, or other security concerns.

Additional verification may be requested where reasonably necessary.

25. Privacy

Your use of the MY PROTOCOL website is also subject to our Privacy Policy.

Our Privacy Policy explains how we collect, use, store, and share personal information.

By using our website and services, you acknowledge that you have read our Privacy Policy.

26. Changes to These Terms

MY PROTOCOL may update these Terms & Conditions from time to time.

Updated Terms will be published on this page and the “Last Updated” date will be revised.

Your continued use of the website after updated Terms are published constitutes acceptance of the revised Terms to the extent permitted by applicable law.

27. Governing Law

These Terms & Conditions are governed by and interpreted in accordance with the laws of Sri Lanka, without prejudice to any mandatory consumer protection rights that may apply to customers in their jurisdiction.

Any disputes relating to these Terms or purchases from MY PROTOCOL will be handled in accordance with applicable Sri Lankan law and any applicable mandatory legal rights.

28. Contact Us

If you have questions about these Terms & Conditions, an order, a product, a warranty claim, or any other matter relating to MY PROTOCOL, please contact us.

MY PROTOCOL

Email: shop@myprotocolgear.com
Phone: 0771123474
Business Address: 226 Bankshall Street, 11, Colombo, Sri Lanka

For customised products, customers may also contact MY PROTOCOL through WhatsApp.