Refund policy

Returns and cancellations online.

For any return after the product arrives at the address indicated by the customer, the product must be sent in its entirety to the Hi Vitamins address indicated on the page and in section A.I) of this document, no later than 10 days. natural after the date of arrival of the product, along with the proof of purchase (purchase confirmation email) and the product delivery folio. As cancellations and returns are managed by Hi Vitamins, they can be made as long as there is a tracking number 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 and then the customer must proceed with the return of the item to the Hi Vitamins address indicated on the page.

For the return or cancellation of purchases, where payment was made with a debit card, exchange card, Paypal or Mercado Pago, the following applies:

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

Hi Vitamins reserves the right to cancel the transaction and make a refund to the Client's original payment method, in the following cases:

When within a period of 7 calendar days from the date of purchase, the Customer cannot be contacted at the telephone number or email provided by the latter at the time of making the transaction, to notify them of eventualities with their purchase order, such as product availability, tracking or data validation. When in a home delivery order, within a period of 7 calendar days from the date of purchase, it is not possible to contact the Customer at the telephone number or email provided by the latter at the time of making the transaction and it is not obtained. Customer response.

Likewise, both the Client and Hi Vitamins have the unilateral right to cancel the transaction until before the moment in which the physical delivery of the product to the Client is made, in which case, the payment will be fully refunded to the Client in their original payment method and You will be contacted shortly for notification.

For all the cases mentioned, the refund may be reflected in 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 Client. , in which cases, the deadlines in which the refund is reflected are the responsibility of the Banking Institution or the payment method chosen by the Client.

Hi Vitamins' contact with the Client to inform them of any eventuality of their purchase will begin from the date of purchase through the means of contact that the client has agreed to inform.

During the return process of an online transaction, Hi Vitamins processes the return through the following payment types: a) PayPal, b) Payment Market ("Platform") or c) Banking Institution (acquiring bank), according to with the payment method selected by the Client at the time of making the transaction. Hi Vitamins supports said return with a receipt issued by the Platform and/or Banking Institution (acquiring bank). Hi Vitamins cannot ensure the functionality of said receipt to track the refund with the Platform and/or the Banking Institution (acquirer or issuer), since this process is executed solely and exclusively by said Platform and/or Banking Institution (acquirer and issuer). ), without Hi Vitamins participating in said process. However, the issued receipt certifies that we request the return of the resources to the Platform and/or the Banking Institution (acquirer and issuer), for which the Client must follow up on its refund with the Banking Institution (issuer) and/or the Payment Platform that you chose as your payment method.

In the event that the Client does not see the refund applied to their account within a period of 7 to 15 business days from the date of requesting the refund, they will need to contact their Banking Institution (issuing) and/or Platform, to raise a clarification, where you must obtain a tracking report number. In the event that the Client's clarification with the Banking Institution (issuing) is not resolved, the Client with this report number must file a complaint directly with CONDUSEF (if the client is in Mexico) against the Banking Institution (issuing) and /or the Platform for the resolution of the case.

At Hi Vitamins we are willing to support within our scope during this clarification process, for which the Client can request the report number presented to the Banking Institution (issuer) and/or Platform, account statements, movement report, among others. others, with the intention of supporting the Customer to expedite the return process.