Refund and Return Policy
At Farmacias Magistrales, we look after the safety, quality and integrity of every product we deliver. Due to the health-related nature of our products, returns and refunds are subject to review and to the conditions set out in this policy.
Non-returnable products
For reasons of safety, hygiene, traceability and health control, returns are not accepted for:
- Medications.
- Compounded or officinal medications prepared to order.
- Personalized products.
- Opened, used, altered or tampered-with products.
- Products without their original packaging.
- Products that have been improperly stored by the customer.
- Products requiring a prescription or health verification, except in the case of an error attributable to Farmacias Magistrales.
Cases eligible for review
Customers may request a review when they receive:
- An incorrect product.
- A product damaged during shipping.
- An incomplete order.
- An error attributable to Farmacias Magistrales.
Reports must be made within 5 calendar days of receiving the order.
To start the process, the customer must send clear evidence of the case, including photos of the product, packaging and shipping label, along with a description of the issue, by email to ventas@farmaciasmagistrales.com.mx or via WhatsApp at (+52) 56 2916 2169.
Refunds or replacements
Each case will be reviewed individually. If the error is confirmed to be attributable to Farmacias Magistrales, a replacement, order correction or refund may be offered, as appropriate.
Returns, exchanges or refunds will not be granted when the product has been opened, used, altered or improperly stored, or when the report is made after the established deadline.
Cancellations
Cancellations are subject to the status of the order. Once the order has entered preparation, formulation, verification, packaging or shipping, it may not be possible to cancel it.
For products prepared to order, compounded or officinal medications, cancellation will not be possible once the preparation process has begun.