Refund policy

Returns & Refunds Policy

This Returns & Refunds Policy applies to all purchases made through our website. By placing an order, you confirm that you have read, understood, and agreed to the terms outlined below.

All products are shipped internationally from Morocco.

Returns Eligibility

We accept returns only if all of the following conditions are met:

• The return request is made within 14 days of confirmed delivery
• The item is unused, unworn, unwashed, and in its original condition
• The item is returned in its original packaging with all tags and accessories included
• The item has not been damaged after delivery

Returns that do not meet these conditions may be refused at our discretion.

Return Authorisation Required

Returns must be authorised before being sent back.

Unauthorised returns, or returns sent without prior approval, may be rejected and returned to the sender at the customer’s expense.

Return Shipping & Location

• All returns must be shipped back to Morocco
• All return shipping costs are the responsibility of the customer
• Original shipping fees are non-refundable
• We do not provide prepaid return labels

 

Customers are responsible for ensuring returned items are properly packaged and protected. We strongly recommend using a tracked and insured courier.

We are not responsible for return parcels that are lost, delayed, or damaged in transit.

International Returns & Customs

Customers are fully responsible for:

• Customs declarations on returned items
• Any duties, taxes, or import fees applied to return shipments
• Ensuring returned items are marked correctly as “Returned Goods” where applicable

If a return is:

• Refused by customs
• Delayed due to customs clearance
• Returned to us due to unpaid duties or incorrect paperwork
• Seized, destroyed, or lost by customs authorities

No refund will be issued.

Non-Returnable Items

Unless otherwise required by law, the following items are non-returnable:

• Items marked as final sale
• Custom, made-to-order, or personalised items
• Items showing signs of use, wear, or damage not caused during transit
• Items returned outside the stated return window

Damaged or Defective Items

If your item arrives damaged or defective, this must be reported within 48 hours of delivery.

Because all orders are shipped internationally, damage claims must be raised directly with the courier.

To be eligible for a refund or replacement, we require:

• Clear photographic and/or video evidence of the damage
• Confirmation that a courier damage claim has been submitted
• The courier claim reference number, where applicable

 

We are unable to process refunds or replacements until the courier claim process has been initiated and reviewed.

Refunds

Once an authorised return is received in Morocco and inspected, you will be notified of approval or rejection.

If approved:

• Refunds will be issued to the original payment method
• Processing times vary depending on the payment provider
• Banks and card issuers may take several working days to reflect the refund

Refunds are issued only after inspection and approval.

Non-Refundable Costs

Refunds will not be issued for:

• Original shipping costs
• Return shipping costs
• Customs duties, import taxes, or handling fees
• Orders refused or abandoned at customs
• Delays caused by couriers or customs authorities

Exchanges

We do not offer direct exchanges.

If eligible, items must be returned for a refund and a new order placed separately.

Incorrect Address & Failed Deliveries

Customers are responsible for ensuring all shipping details are accurate at checkout.

We are not responsible for:

• Incorrect or incomplete addresses
• Failed delivery attempts
• Orders returned due to non-collection or refusal

 

Any re-shipping costs will be charged to the customer. No refunds will be issued for failed deliveries caused by customer error.

Lost or Delayed Shipments

Delivery times are estimates only.

We are not liable for delays caused by:

• Customs processing
• Courier handling
• Weather conditions
• Events outside our reasonable control

If a shipment is confirmed as lost by the courier, resolution will follow the courier’s investigation outcome.

Chargebacks & Payment Disputes

By placing an order, you agree to contact us first to resolve any issues before initiating a chargeback or payment dispute.

Unjustified chargebacks may result in:

• Dispute evidence being submitted using tracking, delivery confirmation, and this policy
• Future orders being refused

Right to Refuse Returns

We reserve the right to:

• Refuse any return that does not comply with this policy
• Refuse returns suspected of misuse, abuse, or fraudulent activity
• Limit or deny returns at our discretion where patterns of abuse are identified

Contact

To request a return or report an issue, please contact us using the details provided on our website and include your order number and supporting information.

Legal & Jurisdiction

This policy is governed by the laws of Morocco. Any disputes shall be subject to the exclusive jurisdiction of the applicable courts in Morocco.