Politique de remboursement

Return and Refund Policy for Souk Ouafa

At Souk Ouafa, we take pride in offering high-quality Moroccan artisanal products. We are committed to ensuring your satisfaction with every purchase. Please review our refund policy below:

1. Refund Eligibility:

Our refund policy covers a 30-day period from the date of delivery. If 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.
To be eligible for a refund, your item must be unused and in the same condition that you received it. The item must also be in its original packaging.

2. Products Covered:

Moroccan Serving Tagines: Must be unused, unwashed, and in original packaging.
Tea Sets: Must be returned in original, unused condition with all components intact.
Espresso Coffee Cups: Must be unused and in their original packaging.
Miniatures: Must be in their original condition, with no signs of use or damage.
Moroccan Plates: Must be unused, unwashed, and in original packaging.

3. Non-Returnable Items:

Custom or personalized items cannot be returned or refunded.
Any item not in its original condition, is damaged, or missing parts for reasons not due to our error is not eligible for return.
Products that have been used or washed are non-returnable.

4. Return Process:

To initiate a return, please contact us at info@soukouafa.com with your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to return your item.
Please do not send your purchase back to the manufacturer.

5. Return Shipping:

Customers are responsible for return shipping costs. Shipping costs are non-refundable.
We recommend using a trackable shipping service or purchasing shipping insurance for high-value items. We do not guarantee that we will receive your returned item.

6. Inspection and Approval:

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.

7. Late or Missing Refunds:

If you haven’t received a refund within the specified timeframe, please check with your bank or credit card company, as there may be processing delays.
If you’ve done this and still have not received your refund, please contact us at info@soukouafa.com.

8. Exchanges:

We only replace items if they are defective or damaged upon arrival. If you need to exchange an item, please contact us at info@soukouafa.com.

9. Damaged or Defective Items:

If your item arrives damaged or defective, please contact us immediately at info@soukouafa.com with photos of the damage, your order number, and a description of the issue. We will work with you to resolve the issue as quickly as possible.

10. Contact Us:

For any questions or concerns related to returns and refunds, please contact us at info@soukouafa.com.

Thank you for choosing Souk Ouafa! We value your business and are dedicated to ensuring your satisfaction.