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    Refund policy

    For any return after the product has arrived at the address provided by the Customer, the Customer must send the complete product to the PHARMA GROW address indicated on the Website and in section A.I) of this document, no later than within 10 calendar days following the date of arrival of the product, together with the proof of purchase, purchase confirmation email, and the product delivery folio.

    Since cancellations and returns are managed by PHARMA GROW, they may be carried out as long as a tracking number is generated for the shipment of the item. If a tracking number has already been generated, it will be necessary to wait for the item to be delivered to the Customer’s corresponding address. After that, the Customer must proceed with the return of the item to the PHARMA GROW address indicated on the Website.

    For returns or cancellations of purchases where payment was made by debit card, exchange card, PayPal, or Mercado Pago, the following applies:

    • For product returns that have already been delivered within the period allowed under this Shipping and Returns Policy, or in the case of cancellations of orders that have not been delivered, the refund will be made to the Customer’s original payment method. The refund will be issued to the cardholder or authorized person listed in the order to receive the merchandise.

    PHARMA GROW reserves the right to cancel the transaction and issue a refund to the Customer’s original payment method in the following cases:

    • When, within 7 calendar days from the purchase date, the Customer cannot be contacted at the phone number or email address provided at the time of the transaction, in order to notify them of any issues with their purchase order, such as product availability, tracking, or data validation.
    • When, in an order with home delivery, within 7 calendar days from the purchase date, it is not possible to contact the Customer at the phone number or email address provided at the time of the transaction, and no response is obtained from the Customer.

    Likewise, both the Customer and PHARMA GROW have the unilateral right to cancel the transaction before the physical delivery of the product to the Customer takes place. In such case, we will fully refund the payment to the Customer’s original payment method and contact the Customer as soon as possible to notify them.

    For all the cases mentioned above, the refund may be reflected within a period of 7 to 15 business days from the date of notification of cancellation of the purchase order, or in accordance with the policies of the Banking Institution or payment method used by the Customer. In such cases, the timeframes in which the refund is reflected are the responsibility of the Banking Institution or the payment method chosen by the Customer.

    PHARMA GROW’s contact with the Customer to inform them of any issue related to their purchase will begin from the purchase date through the contact methods that the Customer agrees to provide.

    During the return process of an online transaction, PHARMA GROW processes the refund through the following payment methods: a) PayPal, b) Mercado Pago, or c) Banking Institution, acquiring bank, depending on the payment method selected by the Customer at the time of the transaction.

    PHARMA GROW supports such refund with a receipt issued by the Platform and/or Banking Institution, acquiring bank. Epic Naturals cannot guarantee the functionality of such receipt to track the refund with the Platform and/or the Banking Institution, acquiring or issuing bank, since this process is executed solely and exclusively by said Platform and/or Banking Institution, acquiring and issuing bank, without PHARMA GROW participating in that process. However, the receipt issued certifies that we requested the return of the funds to the Platform and/or the Banking Institution, acquiring and issuing bank. Therefore, the Customer must follow up on their refund with the Banking Institution, issuing bank, and/or Payment Platform chosen as their payment method.

    If the Customer does not see the refund applied to their account within 7 to 15 business days from the refund request date, they must contact their Banking Institution, issuing bank, and/or Platform to file a clarification request, where they must obtain a follow-up report number.

    If the Customer’s clarification with the Banking Institution, issuing bank, is not resolved, the Customer, with this report number, must file a complaint directly with CONDUSEF, if the Customer is located in Mexico, against the Banking Institution, issuing bank, and/or Platform for resolution of the case.

    At PHARMA GROW, we are willing to provide support within our scope during this clarification process. For this purpose, the Customer may provide the report number filed with the Banking Institution, issuing bank, and/or Platform, account statements, movement reports, among others, with the intention of helping the Customer expedite the refund process.