Returns

1. 14-Day Return Period

Eligible products may be returned within 14 days of delivery .

To exercise your right to return an eligible product, you must contact MoroccosRoots within 14 days from the date you received the order.

After notifying us of your return, please send the product back according to the return instructions we provide and, where applicable, within 14 days of notifying us.

You do not need to provide a reason for a standard change-of-mind return.

2. Return Destination

All returns are sent to Morocco.

This applies regardless of the country from which the original order was placed.

Please do not send a product back without contacting us first .

After your return request has been accepted, we will provide:

• Return instructions
• The correct return address in Morocco
• Any information required to identify your return

Products sent to an unauthorized address may be delayed or may not be processed correctly.

3. Return Conditions

For a change-of-mind return, customers may inspect a product as reasonably necessary to determine its nature, characteristics, and suitability.

Products should be returned:

• Complete
• With all components or accessories originally supplied
• With original packaging where reasonably possible
• Without damage caused after delivery
• Without unnecessary signs of use

If a product has been handled or used beyond what is reasonably necessary to inspect it and this causes a loss in value, an appropriate deduction from the refund may be made where permitted by applicable law.

4. Change-of-Mind Return Shipping

For a voluntary or change-of-mind return, the customer is responsible for the cost of returning the product to Morocco .

Because international return shipping can be expensive, we recommend checking return shipping costs before sending your parcel.

We strongly recommend using a tracked shipping method and keeping proof of shipment until your refund has been completed.

5. Original Shipping Costs

For an eligible return under this policy, MoroccosRoots will refund the original outbound shipping charge paid with the order , subject to applicable law and the conditions of this policy.

Any additional costs caused by services selected beyond our normal delivery service may be excluded from reimbursement where permitted by applicable law.

6. Damaged, Defective or Incorrect Products

If an item arrives:

• Damaged
• Defective
• Incorrect
• Materially different from the product ordered

please contact us as soon as possible.

We request that visible shipping damage or incorrect items be reported within 48 hours of delivery whenever reasonably possible .

Please provide photographs showing:

• The complete product
• The damaged or defective area
• The shipping package
• The shipping label where relevant

The 48-hour notification period helps us process claims with our shipping carriers and does not remove mandatory rights you may have regarding defective or non-conforming products.

Where the product is confirmed to be damaged, defective, or incorrectly supplied, MoroccosRoots will cover reasonable return shipping costs where a return is required.

Depending on the circumstances, we may provide:

• A replacement
• An exchange
• A repair where appropriate
• A partial refund
• A full refund

The appropriate solution will depend on the nature of the problem and any mandatory consumer rights that apply.

7. Refund Processing

Once you notify us that you are exercising an eligible return right, refunds will be processed within the timeframe required by applicable law and, under our standard policy, no later than 14 days from the applicable refund trigger .

Where permitted, MoroccosRoots may withhold the refund until:

• We have received the returned product; or
• You provide satisfactory evidence that the product has been sent back.

Once a refund is issued by MoroccosRoots, your bank, card issuer, or PayPal may require additional time to make the funds visible in your account.

Refunds are normally issued using the same payment method used for the original purchase , unless another method is expressly agreed.

8. Customized & Made-to-Order Products

MoroccosRoots offers customized and made-to-order products, including certain Moroccan rugs and other handmade pieces.

Once production of a customized or made-to-order product has started, the order cannot be cancelled , except where mandatory law requires otherwise.

However, as part of the MoroccosRoots customer policy, customized and made-to-order products may still be eligible for return under our 14-day return policy , provided they meet the applicable return conditions.

If a customized product arrives damaged, defective, or does not match the specifications agreed for your order, please contact us immediately.

9. Preorder Products

Some products may be sold on a preorder basis.

Preorder products may have longer preparation or production periods than in-stock products.

If your preorder has not been shipped and production has not begun for a customized item, you may request cancellation.

Once a customized product enters production, the custom-order cancellation rules above apply.

After delivery, eligible preorder products may be returned in accordance with this Returns & Refunds Policy.

10. Exchanges

Exchanges are accepted for eligible products.

Please contact us before sending any product back.

For a voluntary exchange because you prefer another product, variation, or size, the customer is responsible for return shipping to Morocco and any applicable shipping cost for sending the replacement product.

If the exchange is required because MoroccosRoots sent an incorrect, damaged, or defective product, we will cover reasonable shipping costs associated with resolving the issue.

An exchange may depend on product availability.

Because many MoroccosRoots pieces are handmade and unique, an identical replacement may not always be available. In that situation, we will work with you to offer another appropriate solution.

11. Handmade Variations

Our products are handcrafted by Moroccan artisans.

Minor differences can naturally occur in:

• Colour
• Texture
• Pattern
• Weave
• Stitching
• Embroidery
• Shape
• Dimensions
• Wool
• Leather
• Wood
• Ceramic glaze
• Copper or other metal finishes

These natural variations are part of handmade production and may make each piece unique.

A minor artisanal variation is not automatically considered a defect.

This does not affect your rights if a product is genuinely defective, damaged, incorrect, or materially different from its description.

12. Products That Cannot Be Returned

A return may be refused where permitted by applicable law if:

• The product was damaged by the customer after delivery
• Parts or components are missing because of the customer’s actions
• The product has been materially altered after delivery
• The item cannot be returned for health, hygiene, safety, or other legally recognized reasons after being opened or used

This section does not apply where the product was already defective, damaged, incorrect, or non-conforming when supplied.

Where a product has special return restrictions, those restrictions should also be clearly stated on the relevant product page before purchase.

13. Refused Deliveries & Customs

Refusing an international shipment does not automatically constitute an approved return.

If a parcel is returned to Morocco because the customer:

• Refused delivery
• Did not collect the parcel
• Did not cooperate with customs
• Provided an incorrect address
• Did not pay applicable import duties or local charges

we will assess the order once it is returned to us.

Reasonable costs caused by the failed delivery may be deducted from any refund where permitted by applicable law.

14. Cancelling an Order

Standard Orders

A standard order may be cancelled before it has been shipped .

Please contact us as soon as possible if you wish to cancel.

If the order has already been dispatched, you will normally need to follow the return procedure after delivery.

Customized Orders

Customized and made-to-order products may be cancelled before production begins .

Once production has started, the order cannot be cancelled, except where mandatory law provides otherwise.

15. Mandatory Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace rights that cannot legally be waived.

If consumer-protection law applicable to your purchase provides rights that are more favorable than this policy, those mandatory rights will apply.

16. How to Start a Return

Before returning any product:

1. Contact MoroccosRoots through our Contact Us page.
2. Provide your order number .
3. Tell us which product you wish to return.
4. If the product is damaged, defective, or incorrect, include clear photographs.
5. Wait for our return instructions and Morocco return address.
6. Package the product carefully.
7. Use a tracked return service whenever possible.
8. Keep your shipping receipt and tracking information until your return is completed.

Please do not send unsolicited returns to Morocco without first contacting us.