Returns & Exchanges


Return policy, exchange and refund

You can ask us to send a messenger to your home. The customer will always bear the costs of transport (that you must provide to the logistic agent at the time of collection) in the latter case. For orders delivered in the Canary Islands, Ceuta and Melilla, the customer shall bear the cost of disposal of the product (IGIC, customs clearance) when returning the order.

Please note that the deadline for any refund is 1 month from the date of the order and invoice.

The return of the items will be made as following:

A voucher to the value of the item being returned, with no expiration date, which may be redeemed in Protos


You must login to the order refunded on the website, once the order is located, you must identify the item/s you wish to return. The website will be asked to identify the reason that causes this return.

You must mark the items returned in the invoice you received along with the order.

You should send the item/s in the original packaging in which it was delivered by the logistics operator.

If the reason for returnisa defect:

Identify on the website that the reason for returnisa defect,in which case you should contact our customer service by sending an email to or by calling (+34) 966 813 062

Once verified that indeed it is damaged, we will contact you to inform you of the two possible options: either completely desist order, in which case we will refund the money you would have paid at the time on the same credit card from which you made the payment and the cost of return transport, or decide that we replace the item shipped by another in perfect condition, in which case we will send the item for free.

We do not accept the returns of jewelry that have been used.

2.10. Warranty and product information
The products presented in our website are a selection of our collection. We have taken great care to show with great precision colors and features of our products. Of course, the calibration of each monitor is different, and we can not guarantee that your monitor displays colors with complete accuracy.

We work on trying to offer our customers the highest accuracy and reliability of information detailing the website (names, product properties, photographs, etc.), but we are not responsible for any errors that may exist. All artwork and descriptions are provided for informational purposes. In this sense, we can correct errors or omissions on the website without generating any responsibility.


You can contact us and use our customer service in the following two ways:

- Sending an email to the address:

- Calling at (+34) 966 813 062 from Monday to Friday from 10:00 to 14:00, except bankholidays