7 days
To file, from delivery
2–3 days
Business days to review it
Replacement
Or a full refund
If it is not what you ordered, you get your money back
Every vial is printed with its compound, presentation and lot number. If what arrives does not match that, you get a replacement or a full refund.
Before you start
Does your case qualify?
Covered
- Product damaged in transit.
- Wrong product delivered.
- Product that does not match the compound stated on the label.
- Package lost by the carrier (with proof).
Not covered
- Change of mind after opening the product.
- Improper storage by the customer.
- Product already reconstituted or partly used.
- Requests filed more than 7 calendar days after delivery.
Request a return
Use your order number and the email you bought with. Read the return conditions before sending your request.
If your product arrived damaged or wrong, attach a photo of the product and a photo of the package showing the tracking number. We cannot assess the case without them. You can also send them straight to contacto@nexalabs.mx.
What happens next
The process, step by step
You file a request
With the form below: order, email and reason.
We review the case
Usually within 2–3 business days.
We confirm
By email, with instructions if the product needs to come back.
We resolve it
Free replacement or a refund to your payment method.
How do I get my money back?
A free replacement, or a refund to your original payment method. How long the refund takes depends on your bank.
Can I cancel an order I already placed?
Yes, as long as it has not been marked as shipped. If it is already paid, we process it as a return.
What if I file a chargeback with my bank?
Write to us first. We almost always resolve it faster than the bank process, and with no waiting on your side.