Refund policy

Refunds, Exchanges, and Returns

Products purchased by the customer on our website are covered by a replacement, return, and refund guarantee, which will apply when any of the following situations occur:

  1. The product has an expired or soon-to-expire expiration date, provided the purchase was made no more than 40 days prior.
  2. The product received is different from the one detailed on the purchase receipt/invoice.

Any claim, request for replacement, return, or refund must be submitted via email to contacto@micelialabs.com within 10 calendar days of the purchase date. Our service hours are Monday to Friday from 9:00 AM to 6:00 PM.

If the product container is sealed, undamaged, and less than 10 days have passed since purchase, the product will be replaced or 100% of its cost will be refunded.

The customer must submit any evidence requested by Micelia Labs in order to process the claim. If approved, the product will be replaced at no cost, or a full refund will be issued. The product can be exchanged for the same item or another of equal or higher value. In the latter case, the customer must pay the difference before shipping. Micelia Labs will cover the cost of collection and reshipping. The returned product must be complete, unused, and in its original packaging. Samples are not eligible for exchange. Micelia Labs reserves the right to reject the claim at its sole discretion.

If the customer submits a claim for exchange or return due to an error made at the time of purchase, the costs of collection and shipping will be the sole responsibility of the customer, and a 100% refund of the product will only be granted with the express authorization of Micelia Labs, excluding any shipping costs.

What is the procedure to exchange a product purchased on our website?

  1. Contact Micelia Labs via email (contacto@micelialabs.com).
  2. Micelia Labs will acknowledge receipt of the request and confirm the steps to follow via email. If the value of the replacement product exceeds that of the original, the customer must pay the difference before the replacement is processed.
  3. The product must be in its original packaging, unused, and include any manuals, brochures, or instructions. Once verified, the replacement process will begin.
  4. Replacement will not apply to products that have been intentionally damaged and/or tampered with or are in unusable condition.
  5. Products for replacement must be sent using the same delivery method, including the shipping label provided at the time of the original delivery (if applicable).
  6. The replacement will be processed once we receive the returned product and it is physically in our warehouse, subject to confirmation of the product’s integrity and original packaging to ensure it meets the criteria of this policy.
  7. If the replacement does not apply, the order will be returned to the customer’s provided address.
  8. Micelia Labs will cover the shipping costs for product exchanges.