Política de reembolso

Return and Refund Policy for MEDINA – Authentic Moroccan Crafts

At MEDINA, we take immense pride in the quality, authenticity, and artistry of our handcrafted Moroccan goods. Every textile, ceramic piece, and lighting fixture is carefully sourced and crafted to bring warmth and character into your home. We want you to be completely satisfied with your purchase.

If for any reason you are not entirely happy with your order, our comprehensive return and refund policy is detailed below to ensure a smooth and transparent process.

1. The Nature of Handcrafted Goods

Before initiating a return, please note the unique nature of our products. Because our items are authentically handcrafted by traditional artisans, no two pieces are exactly alike.

  • Variations are not defects: Slight variations in color, pattern, texture, and dimensions—whether in raw linen fabrics, terracotta tiles, or hand-painted ceramics—are inherent characteristics of artisanal craftsmanship.

  • These minor distinctions are a testament to the human touch and are not considered manufacturing flaws or defects for the purposes of a refund.

2. Return Window

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. This timeframe aligns with standard European consumer protection rights, ensuring you have adequate time to inspect your goods.

To be eligible for a return, your item must meet the following criteria:

  • The item must be in the exact same condition that you received it.

  • It must be unworn, unused, unwashed, and unaltered.

  • All original tags, labels, and protective materials must be attached.

  • The item must be in its original packaging, which is particularly crucial for fragile items like ceramics or lighting fixtures to prevent damage in transit.

  • You must provide the receipt or reliable proof of purchase (e.g., your order confirmation email).

3. Non-Returnable and Non-Refundable Items

While we strive to accommodate our customers, certain categories of items are strictly exempt from being returned due to safety, hygiene, or logistical reasons:

  • Custom or Personalized Orders: Any item that has been specifically commissioned, custom-sized, or personalized.

  • Sale and Clearance Items: Items purchased at a discounted rate or during a final clearance sale cannot be returned or refunded unless they arrive damaged.

  • Gift Cards: Digital or physical gift cards are non-refundable.

4. How to Initiate a Return

To start the return process, please follow these steps meticulously:

  1. Contact Us: Email our support team at [Insert Your Support Email] within 14 days of receiving your order. Please include your order number, the name of the item(s) you wish to return, and the reason for the return.

  2. Await Authorization: If your return is accepted, we will send you a Return Merchandise Authorization (RMA) email, along with specific instructions on how and where to send your package.

  3. Pack Securely: Items sent back to us without first requesting a return authorization will not be accepted. Please repack the items securely in their original packaging.

  4. Ship: Drop off the package at the designated courier. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

5. Damages and Defective Items

We meticulously inspect and pack all items before dispatch. However, due to the fragile nature of materials like terracotta and glass, damages during transit can occasionally occur.

  • Inspection upon arrival: Please inspect your order immediately upon reception.

  • Reporting damage: If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours of delivery.

  • Required documentation: You must include clear, high-resolution photographs of both the damaged item and the external shipping box. This documentation is required for us to process a replacement or refund and to file a claim with our shipping carriers.

6. Refunds

Once your return is received and inspected at our facilities, we will notify you of the approval or rejection of your refund.

  • Approval Process: If the item passes our quality control inspection (confirming it is unused and in original condition), your refund will be processed automatically.

  • Method of Refund: The funds will be applied exclusively to your original method of payment (e.g., the specific credit card or PayPal account used for the purchase).

  • Processing Time: Please remember it can take between 5 to 10 business days for your bank or credit card company to process and post the refund to your account ledger.

Late or Missing Refunds

If you haven’t received a refund after the standard processing time:

  1. Double-check your bank account.

  2. Contact your credit card company, as it may take some time before your refund is officially posted.

  3. Contact your bank. There is often processing time before a refund is cleared.

  4. If you’ve done all of this and you still have not received your refund, please contact us at hello@medina-online.com

7. Exchanges

We only replace items if they are defective or damaged upon arrival. If you wish to exchange a product for a different color, size, or entirely different item, the fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and the refund is processed, you can make a separate, new purchase for the desired item.

8. Shipping Costs for Returns

  • Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item in cases of buyer's remorse or a change of mind. Original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your total refund amount.

  • Store Responsibility: If the return is due to our error (e.g., we shipped the wrong item, or the item arrived damaged and was reported within 48 hours), MEDINA will cover the cost of return shipping and the subsequent replacement shipping.

9. European Union 14-Day Cooling-Off Period

For our customers residing within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The conditions outlined in Section 2 (Return Window) still apply—the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.