Política de reembolso

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at getmgounarose@gmail.com.

If we accept your return, we’ll send you a return shipping label and instructions on how and where to send your package. We will not accept items sent back without first requesting a return.

You can always contact us for any return questions at getmgounarose@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at getmgounarose@gmail.com.

At M’Gouna Rose, we carefully prepare and package every order so it reaches you in the best possible condition. If something isn't right with your order, we're here to help.

1. Returns

Because our products include botanical waters, oils, and other personal-care products, we can only accept returns of unopened and unused products.

To be eligible for a return:

The product must be unused and unopened.
The original packaging and seal must be intact.
You must contact us within 14 days of receiving your order.
You must provide your order number and, when relevant, photographs of the product and packaging.

Products that have been opened, used, or damaged after delivery generally cannot be returned for hygiene and product-safety reasons.

2. Damaged or Incorrect Orders

If your order arrives damaged, leaking, or you receive the wrong product, please contact us within 48 hours of delivery.

Please send us:

Your order number
A description of the issue
Clear photographs of the product and packaging

Once we review the situation, we may offer a replacement or refund, depending on the circumstances.

3. Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

If approved, the refund will be issued to the original payment method.

Please allow your payment provider additional processing time before the refunded amount appears in your account.

4. Return Shipping

If the return is due to an error on our part or a product arriving damaged, M’Gouna Rose will cover the reasonable return shipping costs.

For other eligible returns, the customer may be responsible for return shipping costs.

5. Non-Returnable Products

For hygiene and safety reasons, opened or used personal-care products cannot be returned.

Gift cards, promotional items, and products specifically identified as non-returnable are also not eligible for return unless required by applicable law.

6. Exchanges

If you receive a damaged or incorrect product, please contact us before sending anything back. We will guide you through the exchange or replacement process.