Refund policy
To initiate any exchange, return, or refund, it is necessary to present the purchase receipt or the electronic invoice that was sent to your email at the time of purchase.
You must verify that the email address is valid and that the invoice hasn’t gone to your Spam folder. If you haven’t received it, you can request it by contacting the Customer Service Center at (55) 3543-3402 or by email at nanosuplementos@ctpvmexico.com.mx.
We have a return policy of 10 calendar days, which means you have a maximum of 10 calendar days after receiving your item to request a return.
To process a return, your item must be in the same condition you received it: unused, with the warranty seal intact, with tags, and in its original packaging and wrapping.
It is essential to present the invoice received by email to evaluate the case.
You can make the exchange or return of the product at CTPV or by contacting the Customer Service Center or by email at nanosuplementos@ctpvmexico.com.mx.
In the case of a refund, it will be processed based on the current policies of CTPV, filling out the required documents according to that policy.
DAMAGES AND ISSUES
Inspect your order upon receipt, take a photo, and contact us immediately if the item is defective, damaged in a way that compromises the product's quality, or if you received the wrong item, so we can assess the situation and correct it.
The customer or user must review the products thoroughly at the time of delivery. Once the delivery is acted upon, the customer or user assumes responsibility for having received the product to their complete satisfaction.
EXCHANGES
As long as you meet the above conditions, you can execute the exchange at our CTPV sales point or by contacting the Customer Service Center at (55) 3543-3402 or by email at servicioalcliente@ctpv.com.
We reserve the right to evaluate each specific case and determine whether the exchange is approved.
It is essential to present the invoice received by email to evaluate the case.
REFUNDS
To evaluate the refund of money, information will be requested through the Refund Request document to proceed with the reimbursement, to which you must also attach a photocopy of your identification document (valid only INE or Passport).
Our refund policy allows cash refunds within a maximum of 48 hours for amounts less than 1,000.00 MXN. For amounts greater than this, the refund will be made via transfer to the bank account you specify within a maximum of 15 business days.
It is essential to present the invoice received by email to evaluate the case.
We will notify you once we have received and inspected your case and inform you whether the refund has been approved.
CHARGING OR TRANSACTION ERROR
If there is an error in the order confirmation at the time of your purchase and it is debited from your account, please contact us immediately to finalize the correct transaction and ship your product. If you require a refund, it will be made based on our Refund Policy detailed above.
