Refund policy

Returns and refunds

Last updated: 24 September 2026

Peace of mind, in three guarantees

	Timeframe	What for?	Opened product?
Money-back guarantee	60 days after delivery	You don't like it, whatever the reason	✓ Yes, even if opened
Statutory right of withdrawal	14 days after receipt	You change your mind	✕ No, sealed product only
Statutory guarantee of conformity	2 years after delivery	Damaged, spoiled, expired or non-compliant product	✓ Yes

In every case, start by writing to us at contact@mushngo.com or on WhatsApp at +33 7 56 91 31 89, with your order number.

This page explains in practical terms how a return or a refund works at Mush n Go. The full legal rules are set out in Title VI of our terms and conditions of sale. In the event of any difference, the terms and conditions prevail.

1. The “60-day money-back guarantee”

Trying a food supplement takes time. That is why we give you 60 days after delivery to try it. If it doesn't suit you (taste, texture, how it makes you feel or any other reason), we will refund you. You don't need to send it back intact: even if opened and partly used, 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 test 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 costs are not refunded.

2. The right of withdrawal (14 days)

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

Important: for hygiene and health-protection reasons, the right of withdrawal only applies to products that are still sealed (seal, film or safety 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 section 1).

What is refunded: the price of the products and the initial delivery costs (up to the cost of the cheapest standard delivery rate). Return costs remain at your expense.

You can use the withdrawal form in the annex to our terms and conditions, or simply write to us.

3. Damaged, spoiled, wrong or missing product

There is no cost to you in these cases. Write to us as soon as possible (ideally within 7 days), with:

• your order number;
• a photo of the parcel and of the product concerned;
• a photo of the batch number and of the best-before date, if the product seems spoiled.

We will then offer you, as you prefer, either the correct product sent out again or a refund. For a damaged consumable product, we do not generally ask you to send it back.

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

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

4. Parcel lost, late or never received

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

• Tracking has been stuck for 7 working days or the parcel is declared lost: write to us. We will open an investigation with the carrier and, if the parcel is lost, we will resend your order or refund you, as you prefer, at no cost to you.
• The parcel shows as “delivered” but you have not received it : check your letterbox, with your neighbours, at the pickup point and with your building caretaker, then let us know within 7 days. We will open an investigation and may ask you for a sworn statement. A solution is provided within 30 days at the latest.
• Parcel not collected from a pickup point, or wrong address : the parcel comes back to us. We send it to you again (new delivery costs at your expense) or we refund you, minus the delivery costs.

5. Subscription

• Cancelling or pausing takes just a few clicks from your account, under “Subscriptions”: no need to go through a return.
• A shipment went out just after you cancelled? Write to us. If the order has not shipped yet, we will cancel it and refund you. If it has already left, 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 forget, write to us quickly: we will find a solution case by case. If the parcel is sealed, the 14-day withdrawal right 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 will 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 recommend using a tracked shipment and keeping your proof of postage. Do not send back any parcel without having contacted customer service first: an unannounced return may delay your refund.

1. We will confirm receipt by e-mail, then we will trigger your refund.

Who pays for the return?

7. Refund timeframes and procedures

• Timeframe. We refund within 14 days at the latest after our agreement. In the case of withdrawal, the refund may wait until we receive the return or your proof of shipment.
• Refund method. The refund is made to the payment method used when ordering, at no cost to you. If you prefer, we can offer you a voucher, only with your agreement.
• Payment in instalments (Klarna, PayPal…) : the refund is sent to the payment provider, which adjusts your instalments.
• Promo code or voucher : the refund covers the amount actually paid. A voucher that is still valid can be re-credited.
• 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.

Can't see your refund? Depending on your bank, allow 3 to 10 working days for it to appear in 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 contact.

9. A disagreement?

If our answer does not satisfy you, write to us by e-mail putting “Complaint” in the subject line: a manager will take over your case within 7 working days. If the disagreement persists, you can refer the matter free of charge to the consumer mediator we come under, under the conditions of Article 39 of our terms and conditions.

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