Refund policy
EXCHANGE, RETURN, AND REFUND POLICY — Pharma Grow
Last updated: June 2026
At Pharma Grow, we are committed to offering products of the highest quality and a satisfying shopping experience. If any issue arises with your order, we will review each case individually to provide the best possible solution within the conditions established in this policy.
1. Order Cancellation.
Orders may be cancelled at no cost provided they have not yet been prepared or handed over to the corresponding courier service.
Once the shipping label has been generated or the package handed over to the carrier, order cancellation is no longer possible. In such cases, the customer must wait to receive the product before initiating a return request—if applicable—in accordance with the conditions of this policy.
Pharma Grow reserves the right to cancel orders in the following situations:
● Obvious error regarding published prices or inventory availability.
● Incorrect, incomplete, or unverifiable contact or shipping information.
● Inability to contact the customer to confirm information necessary to process the order.
● Reasonable suspicion of fraud, misuse of payment methods, or unusual activity related to the transaction.
In any of these cases, a full refund will be issued to the original payment method used.
2. Returns.
We accept return requests within 10 calendar days of the order receipt date.
To be eligible for a return, the product must meet the following conditions:
● Be in its original, unaltered packaging.
● Retain intact security seals and remain unopened.
● Show no signs of use, consumption, handling, or damage attributable to the customer.
● Include all accessories, promotional gifts, and documentation originally delivered.
For reasons of safety, hygiene, and quality control, we do not accept returns of:
● Products that have been opened or have had the security seal removed.
● Products that have been partially or fully consumed.
● Products showing signs of use or handling.
● Requests made outside the 10-calendar-day window.
3. Damaged, Defective, or Incorrect Products.
If you receive a product that was damaged during transit, has a manufacturing defect, or differs from the item ordered, you must contact us within 5 calendar days of delivery to report the issue.
To expedite the review and resolution process, we may request:
● Photographs of the received product (showing the defect or damage).
● Photographs of the outer packaging (shipping box).
● Photographs of the shipping label or courier tag.
● Order number.
Once the issue is validated, we will offer, as appropriate:
● Replacement of the product at no additional cost.
● Exchange for the correct product.
● A full or partial refund, depending on the case.
4. Procedure for Initiating a Return.
To initiate a return request or report an issue, please follow these steps:
● Contact our customer service team at: info@pharmagrowlabs.com
● Provide your order number, the reason for the return, and photographic evidence, if applicable.
● Our team will review your case and provide detailed instructions, including a Return Merchandise Authorization (RMA) where applicable.
● Ship the product according to the provided instructions. Returns sent without prior authorization may be rejected and returned to the sender.
Response time: Our team will respond to your request within 48 business hours of receipt.
5. Return Shipping Costs.
In cases involving products that are damaged, defective, or incorrectly shipped by us, Pharma Grow will cover the return shipping costs.
For returns due to customer remorse or a change of mind (within the applicable timeframe and conditions), the customer is responsible for return shipping costs, unless consumer protection laws dictate otherwise.
6. Refunds.
Once the returned product is received and inspected, we will notify the customer of the review outcome within 3 to 5 business days.
If the return is approved, the refund will be processed using the same payment method used for the original purchase. Estimated processing times for the funds to be credited are:
● Credit or debit card: 7 to 15 business days (subject to the issuing bank's internal processing times).
● Mercado Pago: 5 to 10 business days.
● PayPal: 3 to 5 business days.
● Shop Pay: 5 to 10 business days.
Pharma Grow has no control over the internal processing times of financial institutions or payment platforms. Once we have authorized the refund, the crediting of depends exclusively on said institutions.
7. Packages Marked as Delivered.
When the courier service marks an order as delivered to the address provided by the customer, such confirmation shall be considered sufficient evidence of delivery.
In the event of issues (package not received despite being marked as delivered), Pharma Grow will actively collaborate with the customer and the carrier to conduct the necessary investigation. However, this does not imply an automatic guarantee of a refund or replacement, as the outcome will depend on the findings of the investigation with the courier service.
We recommend ensuring that a secure and accessible delivery address is provided. Some logistics providers offer photographic proof of delivery, which may be requested as part of the investigation process.
8. Exceptions and Limitations.
This policy applies exclusively to purchases made directly through pharmagrowlabs.com. For purchases made through third parties (Mercado Libre, Amazon, or other platforms), the return policies of the respective platform apply.
We reserve the right to deny return requests that do not meet the conditions set forth in this policy, particularly where there are indications of abuse or fraud.
9. Contact.
If you have questions regarding this policy, need assistance with a return, or wish to initiate a claim process:
● Email: info@pharmagrowlabs.com
● Website: pharmagrowlabs.com
Customer service hours: Monday to Friday, 8:00 AM to 5:00 PM (Central Mexico Time). We will respond within 48 business hours.
Pharma Grow is a brand of Epic Enterprises LLC.