Returns

We accept returns within 7 calendar days of the confirmed delivery date. Refunds are full and cover the product value (excluding original shipping costs where applicable).

To be eligible, the product must be unopened and in perfect condition: original packaging intact, vial seal unbroken, and batch label legible.

For analytical safety and chain-of-custody reasons, we cannot accept returns of:

• Opened or reconstituted products
• Products with a broken seal or damaged batch label
• Accessories or consumables that have already been used
• Products without original shipping documentation

To request a return, follow these steps:

• Email us at contacto@mx1labs.mx with your order number and reason for the return.
• Wait for our confirmation with the prepaid shipping label, which you will receive by email within 1–2 business days.
• Pack the product in its original packaging with all components (vial, box, documentation).
• We will confirm receipt within ≤48 hours and process the refund in 3–5 business days to the original payment method.

Refunds are issued to the same payment method used for the purchase. Once we receive and verify the returned product, we process the refund within 3–5 business days.

How long the refund takes to appear on your statement depends on your bank or card issuer, and typically takes an additional 5–10 business days. We refund the value of the product; original shipping charges are non-refundable, except when the return is due to our error, a manufacturing defect, or transit damage.

You can cancel your order at no cost as long as it has not yet been dispatched. Email us as soon as possible at contacto@mx1labs.mx with your order number; if the package has not left, we cancel the purchase and issue a full refund.

If the order has already been handed to the carrier, the request is handled as a standard return under the conditions described above.

If you received a different product than you ordered, or your order arrived incomplete, contact us within 7 calendar days of receipt with your order number and a photo of what you received. We correct the shipment or issue the corresponding refund at no cost to you, without requiring you to return the item sent in error unless we ask you to.

If the product arrives damaged, with a broken seal, or has a manufacturing defect, contact us within 7 calendar days of receipt and include photos of the packaging and vial.

We offer an immediate replacement or full refund, at your choice. For transit damage, physical return of the product is not required to begin the evaluation.

For questions about your return or refund, reach us at:

• Email: contacto@mx1labs.mx
• WhatsApp: +52 55 1050 2397