Refund policy
RETURN & REFUND POLICY
All Sales Are Final
Due to the personal care nature of our products, all sales are final. We cannot accept returns, exchanges, or issue refunds for any reason other than receiving a damaged, defective, or incorrect item.
Our products are handcrafted skincare items that come into direct contact with skin. Once an order leaves our facility, we cannot verify its storage conditions, handling, or integrity. This policy ensures the safety and quality of products for all our customers and complies with health and hygiene standards for personal care goods.
We encourage you to review product descriptions, ingredients, and sizing carefully before placing your order. If you have questions about whether a product is right for you, please contact us at info@mgbotanicals.com before purchasing.
Damaged, Defective, or Incorrect Items
We stand behind the quality of our products. If you receive an item that is damaged in transit, defective, or not what you ordered, we will make it right.
You must contact us within 48 hours of delivery at info@mgbotanicals.com with:
1. Your order number
2. Clear photos showing the damage, defect, or incorrect item
3. Photos of the shipping box/packaging (for transit damage claims)
After reviewing your claim, we will determine the appropriate resolution at our sole discretion, which may include a replacement or refund. Claims submitted after 48 hours, or without adequate documentation, may not be honored.
Non-Returnable Items
The following items are not eligible for return, exchange, or refund under any circumstances:
1. All personal care products (including balms, creams, soaps, and lip products)
2. Sale or clearance items
3. Gift cards
4. Custom or personalized orders
5. Any item where the customer has changed their mind, ordered incorrectly, or no longer wants the product
No Exchanges
We do not offer exchanges. Please ensure you are ordering the correct product before completing your purchase.
Order Cancellations
Once an order is placed, we begin processing immediately. Orders cannot be canceled or modified after submission. Please double-check your order details, shipping address, and product selections before completing checkout.
European Union Customers
While EU Directive 2011/83/EU provides a 14-day withdrawal period, Article 16(e) explicitly exempts goods sealed for health protection or hygiene reasons. All Mountain Gem Botanicals products are sealed personal care items intended for direct skin application and are therefore exempt from the right of withdrawal once dispatched.
Shipping Issues
Lost packages: If tracking shows your package as delivered but you have not received it, please first check with neighbors and your local carrier. We are not responsible for packages marked as delivered. Filing a claim with the carrier is the customer's responsibility.
Undeliverable packages: If a package is returned to us as undeliverable due to an incorrect address provided by the customer, you may request reshipment by paying a new shipping fee. No refunds will be issued for undeliverable orders.
Contact
For questions about this policy or to report a damaged, defective, or incorrect item, contact us at info@mgbotanicals.com within 48 hours of delivery.
FREQUENTLY ASKED QUESTIONS
Can I return a product if I don't like it or it doesn't work for me?
No. Due to the personal care nature of our products and for health and safety reasons, we cannot accept returns for any reason other than receiving a damaged, defective, or incorrect item. All sales are final. We encourage you to review ingredients and product descriptions carefully, and to contact us with questions before purchasing.
What if my package arrived damaged?
Contact us within 48 hours of delivery at info@mgbotanicals.com with photos of the damaged product, the shipping packaging, and your order number. We will review your claim and determine the appropriate resolution.
What if I received the wrong item?
Contact us within 48 hours at info@mgbotanicals.com with photos of the item you received and your order number. We will verify the error and provide a resolution.
I ordered the wrong product by mistake. Can I exchange it?
No. We do not offer exchanges, and all sales are final. Please review your order carefully before completing checkout.
Can I cancel my order?
No. Orders cannot be canceled or modified once placed, as we begin processing immediately.
What if I have an allergic reaction to a product?
We list all ingredients on our product pages and packaging. Customers are responsible for reviewing ingredients before purchase. We cannot accept returns or issue refunds due to allergic reactions or skin sensitivities. If you have known allergies or sensitivities, please consult with a healthcare provider before using any new skincare product.
Do you refund shipping costs?
Shipping costs are non-refundable. In the rare case that we ship a damaged, defective, or incorrect item and a refund is issued, original shipping costs may be included at our discretion.
Can I return a gift?
No. All sales are final, including gifts. Gifts are subject to the same policy as all other purchases.