Exchanges and returns
Two different routes and it is worth not confusing them. If the product arrived in bad shape, that is resolved here. If it arrived fine and you decided it was not for you, that is resolved through the 120 day guarantee.
Which case is yours
| Your situation | Where it goes |
|---|---|
| I changed my mind and my order has not left yet | Cancellation, below |
| It arrived damaged, incomplete or wrong | Replacement, below |
| I followed the whole routine and there was no change at all | 120 day results guarantee |
| It never arrived | Shipping |
Cancelling an order that has not left
Write to us as soon as possible on WhatsApp +52 55 4162 0093 with your order number. If the package has not left the distribution center yet, we cancel and refund the full amount, with no cancellation charge.
The real window is the first 24 hours, because preparation starts within 2 to 3 business days and once the package is labeled it can no longer be stopped. If it has already left, the order runs its course and is resolved through the guarantee when it arrives.
The refund is processed within 7 business days from confirmation of the cancellation.
If it arrived in bad shape
Write to us within the 5 business days following delivery, with:
- Your order number
- A photo of the package sealed, as it reached you
- A photo of the opened package
- A photo of the damaged piece or the incomplete contents
We replace the piece at no cost and without you having to return anything. If you prefer the refund instead of the replacement, you choose. We open the case the same business day and resolve it within a maximum of 5 business days from receiving the photos.
You do not need to insist or argue. The photos and the order number are enough to open the case.
If you followed the routine and there was no change
That falls under the 120 day results guarantee, which applies to the 2 month, 4 month and 12 month packages and to the monthly subscription, and leaves out only the one off 1 month purchase. We do not ask you to return the product, but we do ask that you kept the weekly photo record from before the first session: that is what gets reviewed. The whole procedure is on that page.
Exceptions
For hygiene reasons, an opened microneedle cannot be resold or returned to inventory. That is why our guarantee does not work through a physical return: we do not ask you to send it back, and in exchange the request is resolved in writing and once per customer.
A partly opened package does not affect your request. You may have used one ampoule, four or none.
The refund
- If you paid by card, it goes back to the same card. If you paid in cash, we ask you for account details to make the transfer.
- Period from approval: 7 business days.
- On guarantee requests, 5 percent in cancellation costs is applied to the purchase amount.
- How long your bank takes to show it depends on your bank and we do not control it.
- The amount you paid for the order is refunded, shipping included, because shipping was already inside the price.
Contact
WhatsApp +52 55 4162 0093. Email [email protected]. Monday to Friday, from 9:00 to 18:00, Mexico City time. We answer in less than one business day.
Last updated: 29 August 2026.