سياسة الاستبدال والإسترجاع

Return and exchange policy In Mashmash, we always commit to providing you with high-quality body care products that meet the needs of your daily care routine. Your satisfaction is our top priority, and we always strive to ensure you have a satisfying and smooth shopping experience as much as possible. Damaged or incorrect products If you receive a damaged product due to shipping issues or the product you received does not match your order, we sincerely apologize for any inconvenience caused, and in these cases, we offer you: Replacement: If you receive a damaged or incorrect product, please contact our customer support team within 24 hours of receiving your order to start the replacement process. We will send you a replacement at no additional cost, and our team will guide you through the process of returning the damaged or incorrect product, and we will send you a new product as quickly as possible. Replacement steps: - Contact our customer support team with details of the issue, including order number, product details, a video, and 4 clear photos of the products (2 photos from inside and 2 photos from outside the shipping box). - Our team will review the details, and if the return request is approved, they will provide you with instructions on the return process. - Once the product is received and inspected by our team, we will process the replacement according to your request status. Refund: Refunds are processed in the following cases: - If you did not receive the order — regardless of the reason — and it has been returned to our warehouses, we will refund the full purchase amount. - If any of the purchased products are currently unavailable, we will process a refund for those products. If the return is approved and processed, the refunded amount will be added to your original payment method within 15 to 20 working days. Please note that depending on your credit card company, it may take an additional 2 to 10 working days for the refund to appear in your account. Important notes: - We cannot accept returns or process compensation requests for products that have been used or opened, as they are personal care products. - If you experience any irritation or allergic reaction caused by any of our products, please contact your doctor first and then reach out to us for further assistance. - In case products are returned to the warehouse due to no response or refusal to accept, the original shipping fees are non-refundable. Contact us If you encounter any issues with your order, do not hesitate to contact our dedicated customer support team. We are here to help you and ensure you have the best shopping experience. You can contact us via email at [email protected] or through our social media channels. Thank you for choosing Rosh for your care. We appreciate your trust in our products and services, and we will continue to work towards excellence in every aspect of your shopping journey.