Legal

Return and Refund Policy

Last Revised:16/05/2024

Thank you for shopping at Hands of Morocco. We’re dedicated to your satisfaction and appreciate your trust in our craftsmanship. If there’s a need to return an item, we’re here to help, ensuring a seamless process for refunds or exchanges. This Return and Refund Policy outlines our guidelines and procedures for such situations:

Eligibility for Returns

- Timeframe: Products can be returned within 30 days of delivery for a full refund, exchange, or store credit.
- Condition: Items must be in their original, unused condition with all tags and packaging intact.

Starting Your Return

Contact our customer support team at Return@handsofmorocco.com to request a Return Merchandise Authorization (RMA) number. Please include your order details and the reason for the return. Mail your return to:

Hands of Morocco
Returns Department, RMA #
3 Rue NAPOLEON FAUVEAU,
DEUIL-LA-BARRE, 95170, France

Note: Customers are responsible for return shipping costs. We suggest using a traceable shipping method.

Processing Your Return

Inspection and Notification: Once we receive your return, we’ll inspect the item(s) and notify you of the status of your refund or exchange.
Processing Time: Please allow up to 30 days for processing. Refund timing may vary depending on your bank or credit card company.

Non-returnable Items

The following categories cannot be returned:

Cosmetics
Food products
Oils

Defective or damaged items are eligible for a full refund or exchange. Please contact us for immediate assistance.

Refunds

Approval and Method: If the returned item(s) meet the return eligibility criteria, we will process the refund back to your original payment method.
Non-refundable Fees: Shipping fees, including those for the original shipment and return shipment, are non-refundable.
Restocking Fees: The refund amount will exclude any applicable restocking fees, if applicable.
Timeline: Refunds may take 1 to 2 business days to appear in your account, depending on your payment provider.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process as outlined above and place a new order for the desired item.

Damaged or Defective Items

Procedure: If you receive a damaged or defective item, please contact our customer support team immediately with relevant details and supporting photographs.
Resolution: We will assess the situation and provide instructions on returning the item(s) for a replacement or refund. Defective or damaged items are eligible for a full refund or exchange.

Additional Information

Customized Items: Customized or personalized items may have different return and refund policies, which will be communicated to you during the customization process.
Shipping Recommendation: We recommend using a trackable shipping service for return shipments, as we cannot guarantee that we will receive your returned item(s).