Refund policy

We have a 7 day return policy, which means you have 7 days after receiving your item to request a return. Unfortunately we do not accept returns of items that were purchased on sale.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@moroccanimporter.co.nz. Please note that returns will need to be sent to our physical business/ NOT shop address.  We can share that once we receive your email.   Items sent back to us without first requesting a return will not be accepted.  we shall pay the cost of posting the return where the return is as a result of our mistake, e.g. sending you the wrong item.

You can always contact us for any return question at sales@moroccanimporter.co.nz. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  Note that these are artisanal products and there may be acceptable differences between similar objects, e.g. a set of plates.  Note also that cooking tagines may have slight glaze variances or small chips and this is normal and sold like this in Morocco. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@moroccanimporter.co.nz.

To initiate a return or exchange, please contact our customer service team within 48 hours with your order number, a detailed explanation of the reason for the return, and any relevant photographs if the product is damaged.

To be eligible for a return or exchange, the item must be unused, in the same condition as you received it, and in its original packaging.

Items that are personalized or made-to-order are not eligible for return or exchange unless they are defective or damaged.

Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped, defective product).

We recommend using a trackable shipping service and purchasing shipping insurance for high-value items. We are not responsible for items lost or damaged during the return shipping process.

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, the refund will be processed to the original method of payment within 7 days.

If you need to exchange a product for the same item or a different one, please contact our customer service team to arrange the exchange.

If the item to be exchanged is of a higher value, you may be required to pay the difference. If it is of a lower value, the price difference will be refunded to you.

Orders can be canceled within 24 hours from the time of purchase. To request a cancellation, please contact our customer service team. Cancellations are not guaranteed and are subject to order processing. If the order has already been shipped, it cannot be cancelled.

Due to the handmade nature of our products there may be minor variances between similar products, colours may appear more saturated in photographs and lighter when viewed in person. We have tried to capture in our images the best representation of all our products but we encourage you to visit our store in person or ask us for more photo images that we are happy to provide. Minor imperfections in a product at the time of sale are not deemed defects and are accepted as part of the uniqueness of these artisanal products and as such may not necessarily be returned or refunded.