Terms of service
Last updated: August 3, 2026
1. Store operator
This website is operated by ProtoClinical, a multi-brand online retailer. ProtoClinical does not manufacture the products sold on the site unless a product page explicitly states otherwise.
2. Product information
We work to present accurate titles, sizes, images, ingredient information and directions. Brands may change packaging or formulas. The physical label and package directions should be reviewed before use. A product description is not medical advice and cosmetics are not intended to diagnose, treat, cure or prevent disease.
3. Orders and availability
Submitting an order does not guarantee acceptance. We may cancel or contact the customer if an item is unavailable, pricing is clearly incorrect, a destination restriction applies or additional importer information is required.
4. Processing and shipping
Orders normally require 1–5 business days for processing. Estimated transit times after dispatch are Standard 7–14 days, Economy 5–7 days and Express 3–5 days when offered. Checkout displays the methods and prices currently available for the cart and destination.
Standard Shipping is currently DDP only for the United States, Germany, the Netherlands and Sweden. Other destinations are DDU unless checkout explicitly states otherwise. Under DDU, the recipient is responsible for customs duties, VAT, import taxes and local customs-clearance fees.
From July 1, 2026, European Standard Shipping is DDU for supported destinations outside Germany, the Netherlands and Sweden. Standard Shipping is unavailable for certain European countries, which must use Economy or Express when offered.
Standard shipments to Belgium, Austria, Finland and France require valid seller IOSS information from our logistics provider. During the transition period, some shipments may still be processed without it, but the requirement can be enforced at any time without prior notice. If the required IOSS information cannot be supplied, Standard Shipping may be unavailable, the shipment may be placed on hold or it may not be processed.
Full country-level details are available on the Shipping & Returns page.
5. Customer responsibilities
The customer must provide a complete delivery address, accurate contact information and any importer identification required by the destination country. The customer is responsible for checking whether a product can be legally imported and used in the destination and, for DDU shipments, for paying applicable customs duties, VAT, import taxes and local clearance fees.
6. Returns and refunds
A return request must be submitted within 7 days after delivery. Items must be unused, unopened and in original resalable condition. Opened or used cosmetics, personal-care products, food, supplements and other hygiene-sensitive or perishable goods are non-returnable unless applicable law requires otherwise. Read the complete Shipping & Returns page.
7. Cancellations
An order can be cancelled only before it has entered processing or dispatch. Once fulfillment has begun, the return rules apply.
8. Acceptable use
You may not misuse the website, interfere with its operation, attempt unauthorized access, submit fraudulent orders or use the content in a way that violates applicable law or third-party rights.
9. Third-party services
The store relies on Shopify and third-party payment, analytics, marketing, carrier and fulfillment services. Their availability and processing times can affect the service.
10. Limitation and mandatory rights
To the extent permitted by law, ProtoClinical is not responsible for losses caused by product misuse, undisclosed allergies, prohibited imports, customs decisions, incorrect delivery information or events outside reasonable control. Nothing in these terms removes mandatory consumer rights that apply in the customer's jurisdiction.
11. Governing law
These terms are governed by the laws of Brazil, without excluding mandatory consumer protections that apply in the customer's country of residence.
12. Contact
ProtoClinical
Avenida Aviação, 631
Apucarana, Paraná, 86807-000
Brazil
support@theprotoclinical.com