Refund Policy

Last updated: 25 June 2026

At MOUNA GÉLULE, we want you to feel confident when shopping with us. If something is not right with your order, please contact us and we will do our best to help.

Contact email: info@mounagelule.com

1. Returns

You have 14 days from the day you receive your order to tell us that you would like to return an item.

After notifying us, you then have a further 14 days to send the item back to us.

To start a return, please contact us at:

info@mounagelule.com

Please include:

• Your full name

• Your order number

• The item you would like to return

• The reason for the return

• Photos or videos if the item is faulty, damaged or incorrect

Once your return request is reviewed, we will send you the next steps.

2. Return eligibility

To be eligible for a return, the item must be:

• Unused

• Unwashed

• Unworn, where applicable

• In its original condition

• In its original packaging where possible

• Returned with any accessories, tags, manuals or inserts included with the order

We reserve the right to refuse a return or reduce the refund amount if the item has been used, damaged, altered, washed, worn beyond reasonable inspection, or returned incomplete.

This does not affect your statutory rights.

3. Non-returnable items

For hygiene, safety or legal reasons, some items may not be eligible for return unless they are faulty, damaged or incorrect.

This may include:

• Personal care items that have been opened or used

• Beauty products that have been opened, used or unsealed

• Underwear, intimate apparel or hygiene-sensitive clothing

• Earrings or other hygiene-sensitive accessories

• Customised or personalised items

• Perishable goods

• Gift cards

• Downloadable or digital products

If you are unsure whether your item can be returned, please contact us at:

info@mounagelule.com

4. Return shipping costs

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.

If the item is faulty, damaged or incorrect, please contact us before sending it back. We may ask for photos or videos so we can review the issue and provide the best solution.

5. Damaged, faulty or incorrect items

Please check your order as soon as it arrives.

If your item is damaged, faulty or incorrect, contact us as soon as possible at:

info@mounagelule.com

Please include:

• Your order number

• A clear description of the issue

• Photos or videos showing the problem

• A photo of the packaging if the parcel arrived damaged

If the issue is confirmed, we will offer a suitable solution, which may include a replacement, refund or other remedy depending on the situation and your legal rights.

6. Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

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

Refunds are usually processed within 14 days of receiving the returned item, but your bank or payment provider may take additional time to make the funds available.

If your order included standard delivery charges, these may be refunded where required by law. Any additional delivery upgrade chosen by the customer may not be fully refunded.

7. Order cancellations

If you wish to cancel an order, please contact us as soon as possible at:

info@mounagelule.com

We can only cancel an order if it has not yet been processed, packed or shipped.

If your order has already been shipped, you may need to wait until you receive it and then request a return.

8. Exchanges

We do not guarantee exchanges for all items.

If you need a different size, colour or product, please contact us at:

info@mounagelule.com

If an exchange is not available, you may need to return the item and place a new order.

9. Late or missing refunds

If your refund has been approved but you have not received it yet, please first check your bank account or payment provider.

Then contact your card issuer, bank, PayPal or payment provider, as processing times can vary.

If you have done this and still have not received your refund, please contact us at:

info@mounagelule.com

10. Refused or undeliverable parcels

If a parcel is refused, unclaimed or returned to us due to an incorrect or incomplete address, we may deduct any return shipping costs or additional handling fees from the refund, where permitted by law.

Please make sure your delivery address is complete and accurate before placing your order.

11. Your statutory rights

Nothing in this Refund Policy affects your statutory rights.

If you are a UK consumer, you may have additional rights under consumer protection laws, including rights relating to faulty goods, incorrect items and online order cancellations.

12. Contact us

If you have any questions about returns, refunds or cancellations, please contact us at:

info@mounagelule.com