Refund policy

 

At Marokenry, we are committed to ensuring customer satisfaction by providing high-quality products. However, if a product does not meet your expectations or if you change your mind, we offer a clear and straightforward return and refund policy.

1. Right of Withdrawal

In accordance with Articles L221-18 and following of the French Consumer Code, you have 14 days from the receipt of your order to exercise your right of withdrawal without having to provide a reason or incur penalties, except for return shipping costs.

Conditions to exercise your right of withdrawal:

  • Products must be returned in their original condition, unused, undamaged, and in their original packaging.
  • Personalized or custom-made products cannot be returned unless they are defective or non-compliant.

2. Return Procedure

To initiate a return, please follow these steps:

  1. Contact us: Send an email to contact@marokenry.com with your order number, the products in question, and the reason for the return.
  2. Approval: Once your request is approved, we will provide you with return instructions and the return address.
  3. Shipping: Return the products to the specified address within 14 days of notifying us of your withdrawal. Ensure you use a tracked shipping service to prevent loss.

3. Return Costs

  • Return shipping costs are the responsibility of the customer unless the product is defective or non-compliant with the order.
  • For defective or damaged products upon delivery, please provide evidence (photos or videos) to validate your claim and have the return costs covered.

4. Refund

Once the returned products have been received and inspected, we will process your refund within 14 days.

Refund details:

  • Refunds will be made to the original payment method used for the order.
  • Initial shipping fees are non-refundable, except when the return is due to our error (defective or incorrect product).

5. Defective or Non-Compliant Products

If you receive a defective product or one that does not match your order, please contact us immediately at contact@marokenry.com with photos or videos of the item in question. We will offer you a solution (replacement, repair, or refund) based on your preference.

6. Exceptions

The following items cannot be returned or refunded unless they are defective:

  • Personalized or custom-made products.
  • Products damaged due to improper use.

7. Contact

For any questions regarding our return and refund policy, feel free to reach out to us:

 

 

We strive to provide you with the best possible experience and to resolve any issues with your order promptly.