Refund policy

Last updated: [04/08/2026]

At Medycanna, we care for every detail of your experience, from the formulation of our products to the moment they reach your hands. This policy describes the conditions under which we accept returns and process refunds, in compliance with the Federal Consumer Protection Law (LFPC) and the applicable provisions of the Federal Consumer Protection Agency (PROFECO).

By making a purchase at [medycanna.com] you accept the terms of this policy, which forms part of our Terms and Conditions.

Responsible provider:

  • Legal name / company name: [RAZÓN SOCIAL, S.A. DE C.V.]
  • Support email: contacto@medycanna.com
  • Phone / WhatsApp: [+52 XX XXXX XXXX]
  • Business hours: 9:00 - 17:00

1. Nature of our products

Medycanna products are personal-use wellness items (oils, extracts, and formulations for sublingual or oral administration). Because they are products that come into direct contact with the body, they are subject to strict standards of hygiene, safety, and per-batch traceability.

For this reason, and to protect the health of all our customers, once a product's security seal has been opened or removed, that product cannot be returned or restocked, except in cases of manufacturing defect, damage in transit, or shipping error described in Section 3.

2. Satisfaction return (unopened product)

If you have changed your mind, you may request the return of a product provided it meets all of the following conditions:

  1. The request is made within the [5] calendar days following the date the order was received.
  2. The product is closed, with its security seal intact and shows no signs of use.
  3. It retains its complete original packaging, labels, insert card, and accessories.
  4. The product's batch number matches the one recorded in your purchase.

For this type of return, return shipping costs are borne by the customer, unless we expressly provide a prepaid label. Original shipping charges are non-refundable.

Once we receive the product and verify that it meets the above conditions, we will process the refund in accordance with Section 4.

This satisfaction window is a benefit that Medycanna offers voluntarily and does not limit the rights the law grants you in the case of defective or non-conforming products (Section 3).

3. Warranty return (defective, damaged, or incorrect product)

In accordance with the Federal Consumer Protection Law (articles 92, 92 BIS, and 92 TER), you are entitled to the replacement of the product, a refund of the amount paid, or a rebate, at your choice, when:

  • The product has a manufacturing defect or does not match the quality, brand, or specifications under which it was offered.
  • The product arrived damaged or leaking as a result of transport.
  • The net content is less than indicated on the packaging.
  • You received a different product from the one you purchased.

Reporting period: we ask that you notify us within the [5] calendar days following receipt of the order, keeping the product, its packaging, and photographic evidence of the problem.

In these cases, Medycanna assumes all shipping costs (return and reshipment, as applicable). Where a rebate for non-compliance or deficient delivery applies, it shall be no less than 20% of the price paid, under the terms of the law.

All our products carry a warranty of no less than 90 days against defects of origin, in accordance with applicable regulations.

4. Refunds

Once the return has been received and approved:

  • The refund will be issued to the same payment method used for the purchase. We do not issue refunds in cash or to third-party accounts.
  • The estimated refund period is [5 a 10] business days after approval. The time for the funds to appear may vary depending on your bank or card issuer.
  • We will notify you by email of the approval or rejection of your request, stating the reason in case of rejection.

If you have not received your refund after the period has elapsed, write to us at contacto@medycanna.com to follow up.

5. Exchanges

If you wish to exchange an unopened product for another item, the same conditions as Section 2 apply. Any price difference will be charged or refunded as appropriate. Exchanges are subject to inventory availability.

6. Products and cases not eligible for return

Returns and refunds are not accepted in the following cases, except for defect, damage, or shipping error (Section 3):

  • Products that are opened, used, or without a security seal.
  • Products without their original packaging or with labels removed or altered.
  • Requests submitted outside the time frames established in this policy.
  • Products purchased in promotions expressly marked as final sale or clearance, when so indicated at the time of purchase.

7. How to request a return or refund?

  1. Write to us at contacto@medycanna.com or via WhatsApp at [+52 XX XXXX XXXX] with the subject "Return - [order number]".
  2. Include the following information:
    • Order number and name of the purchase holder.
    • Product batch number (printed on the packaging / available on your authenticity card).
    • Reason for the request.
    • In case of defect or damage, photographs of the product and packaging.
  3. Our team will respond within a maximum of [2] business days with return instructions.
  4. Do not ship the product without having received prior confirmation. Returns sent without authorization may not be processed.

8. Order cancellation

You may request the cancellation of an order before it is dispatched, by writing to us with your order number. Once the order has been shipped, it must be handled as a return in accordance with this policy.

9. Authenticity verification

Each Medycanna product carries batch information and its corresponding Certificate of Analysis (COA). As part of the return process, we verify that the returned product is authentic and matches the batch recorded in your purchase. This measure protects our customers and guarantees the integrity of our products.

10. Changes to this policy

Medycanna may update this Returns and Refunds Policy at any time. The version applicable to your purchase will be the one in effect at the time you placed the order. We recommend reviewing it before each purchase.

11. Consumer support and PROFECO

Any question, clarification, or complaint may be submitted directly to us through the contact channels indicated. If a solution is not reached, the consumer may turn to the Federal Consumer Protection Agency (PROFECO):

  • Consumer Hotline: 55 5568 8722 / 800 468 8722
  • Website: profeco.gob.mx

This policy is governed by the Federal Consumer Protection Law and other applicable provisions of the United Mexican States.