Refund policy
Last Updated: September 7, 2026
At Hi! Lactosa™, we want first-time customers to feel confident trying our product.
That is why eligible first-time purchases of a single 60-caplet bottle are covered by our 60-Day Satisfaction Guarantee.
This Return and Refund Policy explains when products purchased through www.hilactosa.com may qualify for a return, replacement, or refund.
Nothing in this policy limits any rights you may have under applicable consumer protection law.
60-Day Satisfaction Guarantee
If you are purchasing Hi! Lactosa™ for the first time and your eligible order contains one bottle only, you may contact us within 60 days after delivery to request a refund if you are not satisfied with the product.
We understand that you need to open and try the product in order to determine whether it works for you.
For an eligible first-time, one-bottle purchase, the Satisfaction Guarantee may therefore apply even if the bottle has been opened and some caplets have been used.
The guarantee is subject to the conditions and limitations described below.
Eligibility Requirements
To qualify for the 60-Day Satisfaction Guarantee, all of the following requirements must be met:
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You must be a first-time Hi! Lactosa™ customer.
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The purchase must be your first eligible order placed through www.hilactosa.com.
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The eligible order must contain one bottle of Hi! Lactosa™ only.
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The bottle must contain 60 caplets when originally purchased.
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Your refund request must be submitted within 60 days after delivery.
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The purchase must be for personal use and not for resale or commercial distribution.
If any of these requirements are not met, the opened-product Satisfaction Guarantee does not apply.
Orders Containing Two or More Bottles
Orders containing two or more bottles are not eligible for the 60-Day opened-product Satisfaction Guarantee, even if the customer is purchasing Hi! Lactosa™ for the first time.
This includes:
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2-bottle packages
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3-bottle packages
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Bundles containing multiple bottles
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Other multi-bottle promotional packages
Unopened bottles from eligible multi-bottle orders may still qualify for return under the standard unopened-product return terms described below.
This limitation does not affect your rights regarding products that arrive damaged, defective, expired, incorrect, or with a compromised safety seal.
Repeat Customers
The 60-Day Satisfaction Guarantee is available only for an eligible customer's first qualifying purchase.
Repeat purchases are not eligible for the opened-product Satisfaction Guarantee.
A customer may not receive a new Satisfaction Guarantee by:
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Creating a new customer account
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Using a different email address
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Using a different shipping address
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Purchasing through another person for the purpose of obtaining another first-purchase guarantee
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Reordering after previously purchasing Hi! Lactosa™
We reserve the right to verify previous purchases where reasonably necessary to administer the guarantee.
How the Satisfaction Guarantee Works
To request a refund under our 60-Day Satisfaction Guarantee, contact us within 60 days after your eligible one-bottle order was delivered.
Please contact:
Email: hello@hilactosa.com
WhatsApp: +52 (444) 209-8144
Please provide:
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Your name
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Order number
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Email address associated with the order
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A brief description of your experience
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Any information reasonably necessary to locate and verify your purchase
We may provide return instructions before processing your refund.
Return of the Opened Bottle
We may require the opened bottle to be returned before issuing a refund.
If a return is required, please retain:
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The bottle
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Any remaining caplets
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Original packaging when available
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Lot number
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Expiration information
Do not discard the product until your request has been reviewed unless there is a safety reason requiring immediate disposal.
We may determine on a case-by-case basis that a physical return is not necessary.
Return Shipping for Satisfaction Guarantee Claims
Unless otherwise stated by us, the customer may be responsible for return shipping costs associated with a voluntary Satisfaction Guarantee claim.
If the return results from a verified fulfillment error, damage, defect, expiration issue, or compromised safety seal, Hi! Lactosa™ will generally cover applicable return shipping costs.
Unopened Product Returns
Eligible unopened products may generally be returned within 60 days of delivery, provided they are:
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Unopened
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Unused
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In their original packaging
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In resalable condition
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With the original safety seal intact
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Accompanied by proof of purchase
This unopened-product return policy may apply to eligible one-bottle and multi-bottle purchases.
For voluntary unopened-product returns resulting from a change of mind, the customer is generally responsible for return shipping unless otherwise required by applicable law.
Opened Products Outside the Satisfaction Guarantee
Opened or used dietary supplements are generally not eligible for return or refund due solely to change of mind, personal preference, or dissatisfaction unless the purchase qualifies for the first-time, one-bottle 60-Day Satisfaction Guarantee described above.
This restriction does not apply when the product:
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Arrived damaged
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Arrived defective
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Arrived expired
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Was the wrong product
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Arrived with a broken or compromised safety seal
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Was affected by a verified fulfillment error
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Is otherwise eligible for refund, replacement, or another remedy under applicable law
Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible.
We may request photographs of:
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The product
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Shipping package
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Shipping label
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Lot number
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Expiration date
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Visible damage
Please retain the product and packaging until your request has been reviewed.
Verified damaged products may qualify for replacement, refund, or another appropriate resolution.
Compromised Safety Seal
If a product arrives with a broken, missing, damaged, or otherwise compromised safety seal, do not consume the product.
Contact us at:
We may request photographs and product information to verify the issue.
Once verified, we may provide a replacement, refund, or another appropriate resolution.
Incorrect Products
If you receive a product different from what you ordered, please contact us.
If the fulfillment error is confirmed, we will work with you to provide the correct product, refund, or another appropriate resolution.
When return of the incorrect product is required, we may provide a prepaid return shipping label or other return instructions.
Expired Products
We make reasonable efforts to ship products with appropriate remaining shelf life.
If you receive a product that is already expired at the time of delivery, please contact us.
We may request:
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Photographs of the expiration date
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Lot number
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Product
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Proof of purchase
Once verified, we may provide a replacement or refund.
Quality Concerns
If you believe your product has a manufacturing, quality, packaging, or safety issue, please contact:
Please provide any relevant photographs, lot information, expiration date, and a description of the issue.
We may ask you to retain the product while the issue is reviewed.
Do not continue consuming a product if you believe its safety, packaging, or integrity has been compromised.
Refund Amounts
Approved refunds under the 60-Day Satisfaction Guarantee are based on the amount actually paid for the eligible one-bottle purchase after applicable discounts.
For standard unopened-product returns, refund amounts may depend on:
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The number of eligible products returned
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Discounts applied to the original order
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Shipping charges
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Promotional terms
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The condition of the returned products
Original shipping charges are generally non-refundable for voluntary returns unless otherwise required by applicable law.
Refund Method
Approved refunds will generally be issued to the original payment method used for the purchase.
We do not guarantee that refunds can be issued to a different payment method.
Refund Processing Times
After we issue an approved refund, additional processing time may be required before the funds appear in your account.
For credit and debit card purchases, refunds commonly take approximately 5–10 business days, depending on the applicable bank, card issuer, or payment provider.
Other payment methods and digital wallets may have different processing times.
Hi! Lactosa™ does not control processing times imposed by financial institutions or third-party payment providers.
Subscribe & Save Orders
The 60-Day Satisfaction Guarantee may apply to an initial Subscribe & Save purchase only if all standard eligibility requirements are met, including that:
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The customer is purchasing Hi! Lactosa™ for the first time; and
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The initial subscription order contains one bottle only.
Subscription orders containing two or more bottles are not eligible for the opened-product Satisfaction Guarantee.
Recurring subscription renewals are not considered first purchases and are not eligible for the opened-product Satisfaction Guarantee.
Canceling a subscription prevents future eligible renewals but does not automatically cancel or refund an order that has already been charged, processed, fulfilled, or shipped.
Please review our Subscription Policy for additional information regarding recurring purchases.
Promotional and Free Products
Products provided free of charge, including promotional gifts, bonuses, samples, or complimentary items, generally do not have a cash refund value.
If a qualifying refund is issued for an order that included a promotional gift or free product, we may require the promotional item to be returned where appropriate.
If a promotion was conditional on the original purchase and the qualifying purchase is refunded, the promotional benefit may also be canceled or adjusted where permitted by law.
Unauthorized Resale
The Satisfaction Guarantee is intended for individual customers purchasing Hi! Lactosa™ for personal use.
Purchases made for resale, redistribution, or commercial purposes are not eligible for the Satisfaction Guarantee unless expressly authorized by Hi! Lactosa™.
Abuse of the Satisfaction Guarantee
Our Satisfaction Guarantee is designed to allow legitimate first-time customers to try one bottle of Hi! Lactosa™ with confidence.
We reserve the right, to the extent permitted by applicable law, to deny or limit refunds where we reasonably determine that a request involves:
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Fraud
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Repeated refund abuse
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Multiple accounts used to obtain repeated first-purchase guarantees
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False or misleading information
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Unauthorized resale
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Altered or manipulated evidence
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Attempts to obtain multiple Satisfaction Guarantee refunds
Nothing in this section limits legitimate consumer rights under applicable law.
United States Customers
For customers in the United States, the Hi! Lactosa™ 60-Day Satisfaction Guarantee is an additional commercial benefit.
It applies only to an eligible first-time customer's first one-bottle purchase.
The guarantee does not replace or reduce any rights that may apply under federal, state, or local consumer protection law.
Mexico Customers
Customers located in Mexico retain all consumer rights provided by applicable Mexican law.
Where Mexican consumer protection law grants a cancellation, revocation, return, refund, replacement, or other mandatory right that differs from this policy, the applicable legal requirement will prevail.
The Hi! Lactosa™ 60-Day Satisfaction Guarantee is intended to provide an additional commercial benefit and does not limit mandatory consumer rights under Mexican law.
Orders That Have Not Shipped
If you wish to cancel an order before it has entered fulfillment, contact us immediately at:
We will make reasonable efforts to accommodate your request.
Because orders may enter fulfillment quickly, including through automated or third-party fulfillment systems, cancellation cannot be guaranteed once fulfillment has begun.
Orders Already Shipped
Once an order has shipped, it cannot generally be canceled as an unfulfilled order.
After delivery, an eligible first-time one-bottle purchase may still qualify for the 60-Day Satisfaction Guarantee.
Other orders may qualify for return only under the applicable unopened-product, defective-product, damaged-product, or legally required return provisions described in this policy.
Changes to This Policy
We may update this Return and Refund Policy from time to time to reflect changes in our products, customer programs, fulfillment operations, business practices, Shopify functionality, or applicable law.
The most current version will be available through www.hilactosa.com.
The Last Updated date at the top of this policy indicates the most recent revision.
Contact Us
For questions regarding our Satisfaction Guarantee, returns, replacements, cancellations, or refunds, please contact:
Hi! Wellness LLC / Hi! Lactosa™
Email: hello@hilactosa.com
WhatsApp: +52 (444) 209-8144
Website: www.hilactosa.com