Refund policy

EXCHANGE, RETURN, AND REFUND POLICY — Fertyl Health
Last updated: August 2026

At Fertyl Health, we are committed to offering quality dietary supplements and a clear, satisfying shopping experience. Should any issue arise with your order, our team will review each case individually to provide a solution in accordance with the conditions set forth in this policy.

1. Order Cancellation

Orders may be cancelled at no cost provided they have not yet been prepared, processed for shipment, or handed over to the courier service.

Once the shipping label has been generated or the package handed over to the carrier, order cancellation is no longer possible. In such cases, the customer must wait to receive the product before initiating a return request—where applicable—in accordance with the conditions of this policy.

Fertyl Health reserves the right to cancel orders in the following cases:

•    Obvious error in published prices or inventory availability.
•    Incorrect, incomplete, or unverifiable contact or shipping information.
•    Inability to contact the customer to confirm information necessary to process the order.
•    Reasonable suspicion of fraud, misuse of payment methods, or unusual activity related to the transaction.

In any of these cases, a full refund will be issued to the payment method used for the purchase.

2. Returns

We accept return requests within 10 calendar days of order receipt.

To be eligible for a return, the product must meet the following conditions:

•    Be in its original, unaltered packaging.
•    Have all security seals intact.
•    Not have been opened.
•    Show no signs of use, consumption, handling, or damage attributable to the customer.
•    Include, where applicable, all accessories, promotional gifts, and documentation originally delivered.

For reasons of safety, hygiene, and quality control regarding our dietary supplements, we do not accept returns of:

•    Opened products. •    Products with the security seal removed, altered, or damaged.
•    Products that have been partially or fully consumed.
•    Products showing signs of use or tampering.
•    Products damaged after having been properly received by the customer.
•    Requests made outside the timeframe established in this policy.

3. Damaged, defective, or incorrect products

If you receive a product that was damaged during transit, has a visible defect, or differs from the item ordered, you must contact us within 5 calendar days of delivery.

To expedite the review of your case, we may request:

•    Photographs of the received product clearly showing the damage or issue.
•    Photographs of the outer packaging or shipping box.
•    Photographs of the shipping label, waybill, or courier information.
•    Order number.
•    Additional photographs to verify the condition of the security seal, batch number, or product presentation.

Once the issue has been verified, Fertyl Health may offer, as appropriate:

•    Replacement of the product at no additional cost.
•    Exchange for the correct product.
•    A full or partial refund, depending on the circumstances of the case.

4. Procedure for initiating a return

To initiate a return request or report an issue:

1.    Contact our customer service team at info@fertyl.com.
2.    Provide your order number and explain the reason for the request.
3.    Attach photographs or evidence of the issue, where applicable.
4.    Our team will review your case and provide the necessary instructions to proceed with the return process.
5.    Do not send products on your own before receiving the corresponding instructions.
Returns sent without authorization or without following the provided instructions may be rejected or returned to the sender.

Response time: our team will aim to respond to your request within 48 business hours of receipt.

5. Shipping costs for returns

When the return involves:
•    A product damaged during transit. •    Incorrect product shipped by Fertyl Health.
•    Error directly attributable to order processing.

Fertyl Health will cover the costs associated with the return shipment or replacement, as applicable.

When the return arises from a change of mind or a customer decision, and the product meets all return conditions, the shipping costs associated with the return shall be borne by the customer, unless a different provision applies under applicable law.

6. Refunds
Once the returned product has been received and inspected, we will notify the customer of the review outcome within approximately 3 to 5 days business days.

If the return is approved, the refund will be processed using, whenever possible, the same payment method used for the original purchase.

The time it takes for the funds to appear in the customer's account depends on the respective bank, financial institution, or payment provider.

Fertyl Health has no control over the internal processing times of banks or external platforms once the refund has been processed on our end.

If a payment method does not allow for a direct refund via the same channel, our team will contact the customer to explain the applicable procedure.

7. Packages marked as delivered

When the courier service marks an order as delivered to the address provided by the customer, this information serves as the initial reference for verifying delivery completion.

If the customer reports not receiving the package despite the courier's system showing it as delivered, Fertyl Health may initiate an investigation with the relevant logistics provider.

During this process, the following may be requested:

•    Confirmation of the provided address.
•    Proof of delivery provided by the courier.
•    Delivery photos, if available.
•    Additional information needed to clarify the issue.

Opening an investigation does not automatically guarantee approval for a refund or replacement, as the outcome depends on the circumstances and the information provided by the courier service.

We recommend always providing a complete, secure, and accessible address, along with reference details to facilitate successful delivery.

8. Products with safety seals

Fertyl Health supplements feature protective measures designed to maintain product integrity.
Do not use the product if, upon receipt, you notice that:

•    The safety seal is missing.
•    The seal is open or tampered with.
•    The packaging shows damage that may have compromised the contents.
•    The product shows any unusual condition regarding its integrity.

In such cases, do not consume the product; instead, contact our customer service team and provide photos of the product and the packaging received.

9. Exceptions and limitations
This policy applies exclusively to purchases made directly through the official Fertyl Health website.

For products purchased via external platforms such as:

•    Mercado Libre.
•    Amazon.
•    Liverpool.
•    Walmart.
•    Coppel.
•    Other authorized marketplaces.

The exchange, return, and refund policies established by each platform will apply, and the process must be initiated directly through the corresponding purchase platform.

Fertyl Health reserves the right to review and, where appropriate, reject requests that do not meet the conditions set forth in this policy or where there are reasonable indications of abuse, fraud, manipulation, or misuse of the return process.

10. Products purchased as part of promotions, kits, or bundles

When a product has been purchased as part of a kit, promotional bundle, or special promotion, the return may require the surrender of all products included in that promotion.
If any of the included items have been opened, used, or consumed, a return of the entire bundle may not be eligible for processing.

Free products, samples, or gifts associated with a promotion must be returned if they are part of a full order return, unless our team indicates otherwise.

11. Product exchanges

When a customer requests to exchange a product for a different one for personal reasons, the exchange is subject to:

•    The original product being completely sealed with its seals intact.
•    The request being made within the established timeframe.
•    Availability of the new product requested.
•    Payment of any applicable price difference.
•    Payment of applicable shipping costs, when the exchange is not due to an error on the part of Fertyl Health.

Our team will confirm in advance whether the exchange is eligible and provide the corresponding instructions.

12. Rejected, returned, or undelivered purchases

When an order is returned to Fertyl Health due to circumstances such as:

•    Incorrect or incomplete address.
•    Inability to locate the recipient.
•    Refusal of the package.
•    Insufficient information to complete delivery.
•    Other reasons attributable to the information provided at the time of purchase.

Our team will contact the customer once the package has been received back.

Depending on the case, a new shipment may be offered—subject to payment of the corresponding logistics cost—or the applicable refund may be processed, deducting (where appropriate and permitted) the costs associated with the original shipment or the return.

13. Contact

If you have questions about this policy, need assistance with a return, or wish to report an issue, you can contact us:

Email: info@fertyl.com
Website: fertyl.com
Customer Service Hours:
Monday to Friday, 9:00 AM to 5:00 PM (Central Mexico Time).
Our team will aim to respond within the next 48 business hours.


Fertyl Health is a brand marketed by Epic Enterprises LLC.