Refund policy

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.