1. The “60-day money-back” guarantee

Testing a food supplement takes time. That is why we give you 60 days after delivery to try it. If it does not suit you (taste, texture, how you feel or any other reason), we refund you. You do not need to send it back unopened: even opened and started, it is covered.

Conditions

• The product was bought on mushngo.com (and not on a marketplace or from a reseller).
• The guarantee applies once per customer and per product: it is there to let you try a product, not to refund repeat purchases of the same product.
• On a subscription, it covers the first shipment of each product.
• It does not cover gift cards or free products.

What is refunded: the price you paid for the product. The initial delivery charges are not refunded.

2. The right of withdrawal (14 days)

You may change your mind within 14 days of receiving your order, without having to give a reason.

Important: for reasons of hygiene and health protection, the right of withdrawal applies only to products that are still sealed (seal, film or security seal intact), in accordance with Article L. 221-28 of the French Consumer Code. For an opened product, the 60-day guarantee takes over (see part 1).

What is refunded: the price of the products and the initial delivery charges (up to the cost of the cheapest standard delivery option). Return postage remains at your expense.

You may use the withdrawal form appended to our terms and conditions, or simply write to us.

3. Product damaged, spoiled, wrong or missing

No charge for you in these cases. Write to us as soon as possible (ideally within 7 days), with:

• your order number;
• a photograph of the parcel and of the product concerned;
• a photograph of the batch number and of the best-before date, if the product appears to have spoiled.

We then offer you, at your choice, the dispatch of the correct product or a refund. For a damaged consumable product, we generally do not ask you to send it back.

These situations fall under the legal guarantee of conformity, which protects you for 2 years from delivery, and under the guarantee against hidden defects.

Unsure about a product, or an unusual reaction? Stop taking it, seek advice from a healthcare professional and let us know: every report is examined and passed on to our manufacturer.

4. Parcel lost, late or never received

Your parcel travels at our risk until it is in your hands.

• Tracking has been stuck for 7 working days or the parcel is declared lost: write to us. We open an enquiry with the carrier and, if the parcel is lost, we send your order again or refund you, as you prefer, at no cost.
• The parcel is shown as “delivered” but you have not received it: check your letterbox, with your neighbours, at the pick-up point and with your building caretaker, then let us know within 7 days. We open an enquiry and may ask you for a sworn statement. You are given a solution within 30 days at the latest.
• Parcel not collected from the pick-up point, or wrong address: the parcel comes back to us. We send it out again (new delivery charges at your expense) or we refund you, less the delivery charges.

5. Subscription

• Cancelling or pausing takes a few clicks from your account, under “Subscriptions”: there is no need to go through a return.
• A shipment went out just after you cancelled? Write to us. If the order has not yet been dispatched, we cancel it and refund you. If it has already gone out, you keep your rights: withdrawal (sealed product) or the 60-day guarantee (if it is the first shipment of that product).
• Forgot to postpone a shipment? We send you a reminder at least 3 days before each payment. If you do forget, write to us quickly: we find a solution case by case. If the parcel is sealed, the 14-day right of withdrawal applies.

6. How to make a return, step by step

1. Write to us at contact@mushngo.com or on WhatsApp at +33 7 56 91 31 89, with your order number and the product concerned.
2. Wait for our reply (within 48 working hours): we tell you whether a return is needed. In many cases (damaged product, 60-day guarantee) it is not.
3. If a return is requested, pack the product carefully, enclose a note with your order number, and send it to:

MNG SUPPLEMENTS, returns department

8B avenue de Bretagne

59000 Lille, France

We advise you to use a tracked service and to keep your proof of postage. Do not send any parcel back without contacting customer service first: an unannounced return may delay your refund.

4. We confirm receipt by e-mail, then we start your refund.

Who pays for the return?

7. Refund times and methods

• Time limit. We refund within 14 days at the latest of our agreement. In the case of withdrawal, the refund may wait until the return is received or until you provide proof of dispatch.
• Refund method. The refund is made to the payment method used for the order, at no cost to you. If you prefer, we can offer you a credit note, only with your agreement.
• Instalment payments (Klarna, PayPal and so on): the refund is sent to the payment provider, which adjusts your instalments.
• Promotional code or credit note: the refund covers the amount actually paid. A credit note that is still valid may be reinstated.
• Loyalty points: points earned on a refunded order are removed from your MushClub account.
• Bundle: the refund is calculated pro rata for the products concerned.

Cannot see your refund? Depending on your bank, it takes 3 to 10 working days to appear on your account after our confirmation. After that, check with your bank, then write to us: we will send you the transaction reference.

8. Orders placed elsewhere

Mush n Go products bought on a marketplace (Amazon or other), in a pharmacy or from a reseller fall under the return policy of the seller concerned. Contact them directly. You can also write to us: we will help you find the right door.

9. A disagreement?

If our reply does not satisfy you, write to us by e-mail with “Complaint” in the subject line: a manager takes over your case within 7 working days. If the disagreement continues, you may refer the matter free of charge to the consumer mediator we report to, under the conditions set out in Article 39 of our terms and conditions.

Contact: contact@mushngo.com · WhatsApp +33 7 56 91 31 89 · Monday to Friday, 10 a.m. to 6 p.m.