Refund and Returns Policy

At MoroccanTagines.com, we are committed to your satisfaction while honoring the unique nature of authentic, handcrafted Moroccan artisan goods. Please review this policy carefully before making your purchase.

1. Return Eligibility Window

30-Day Inspection Period
You have 30 days from the date of delivery to inspect your item(s) and request a return if eligible under the conditions outlined below. Returns requested after this period cannot be accommodated.

2. Eligible Reasons for Returns & Refunds

We accept returns and provide refunds only under the following circumstances:

A. Defective or Damaged Items

  • Manufacturing Defects: Structural cracks, chips, or breaks that compromise functionality and were present before shipping
  • Shipping Damage: Items that arrive broken or damaged during transit despite our protective packaging
  • Significant Functional Issues: Cooking tagines with lids that do not fit properly, preventing normal use

Important Note: The following are NOT considered defects:

  • Natural variations in color, glaze, or pattern
  • Minor surface irregularities, brush marks, or texture variations
  • Slight dimensional differences (within 1-2 cm)
  • Artisan marks, fingerprints, or tool impressions
  • Natural characteristics of handmade ceramics

B. Wrong Item Shipped

If we shipped an incorrect item (different size, style, or product than what you ordered), we will replace it at no cost or provide a full refund.

C. Item Not as Described

If the item you received materially differs from our product description in terms of functionality or intended use (e.g., you ordered a cooking tagine but received a decorative one).

3. Non-Returnable Conditions

Returns will NOT be accepted for the following reasons:

  • Change of Mind: Personal preference changes, color/style dissatisfaction, or buyer’s remorse
  • Handmade Variations: Natural differences inherent to artisan craftsmanship
  • Improper Use or Care: Damage from dishwasher use, thermal shock, excessive heat, dropping, or failure to follow care instructions
  • Humidity-Related Changes: Natural expansion or contraction of materials (particularly taarija drum skins)
  • Used or Seasoned Items: Products that have been used, seasoned, or cooked with (unless defective upon arrival)
  • Items Without Original Packaging: Products returned without adequate protective packaging

4. Return Process

If you believe your item qualifies for a return, please follow these steps:

Step 1: Contact Us Within 30 Days

Email us at [[email protected]] with:

  • Your order number
  • Clear photos showing the issue (multiple angles)
  • Detailed description of the problem
  • Date of delivery

Step 2: Await Return Authorization

Our team will review your request within 2-3 business days. If approved, we will provide:

  • Return authorization number
  • Return shipping instructions
  • Packaging guidelines

Do not ship items back without authorization. Unauthorized returns will not be accepted or refunded.

Step 3: Pack and Ship

  • Use the original packaging if possible, or equivalent protective materials
  • Include the return authorization number inside the package
  • Ship to the address provided in your authorization email
  • Retain tracking information for your records

5. Return Shipping Costs

Our Responsibility (Free Return Shipping):

  • Defective items
  • Shipping damage
  • Wrong item shipped
  • Item not as described

Customer Responsibility:

  • All other return reasons
  • Returns without prior authorization
  • Items returned from international addresses (customs fees may apply)

6. Refund Methods & Timeline

Refund Processing

Once we receive and inspect your returned item (typically within 5-7 business days of receipt), we will:

  • Send you confirmation of receipt
  • Process approved refunds within 7-10 business days

Refund Method

Refunds will be issued to your original payment method:

  • Credit/debit card refunds may take 5-10 business days to appear depending on your bank
  • PayPal refunds are typically processed within 24-48 hours

Refund Amount

  • Full Refund: Product cost + original shipping (if the return is our responsibility)
  • Partial Refund: Product cost only (if return shipping is customer responsibility)
  • No Refund: Shipping costs are non-refundable for change-of-mind returns

7. Exchanges

We are happy to facilitate exchanges for:

  • Defective items
  • Wrong items shipped
  • Size or style changes (subject to availability and price difference)

Exchange Process: Contact us using the same process as returns. For exchanges due to preference changes, customer is responsible for return shipping.

8. Damaged in Transit Claims

Inspect Upon Delivery
Please inspect your package immediately upon delivery. If the outer packaging shows signs of damage:

  • Note the damage with the delivery carrier if possible
  • Photograph the outer box and inner contents
  • Contact us within 48 hours with photos

We work with carriers to resolve shipping damage claims and will replace damaged items or provide a full refund.

9. Lost Packages

Domestic Orders (Morocco):
If your tracking shows the package as delivered but you haven’t received it, contact us within 7 days. We will investigate with the carrier.

International Orders:
International shipments can sometimes experience customs delays. If tracking shows no movement for more than 21 days, please contact us to investigate.

10. Restocking Fees

We do not charge restocking fees for approved returns that meet our eligibility criteria.

11. Pre-Purchase Guidance

To minimize the need for returns, we encourage you to:

  • Read Product Descriptions Carefully: Understand whether items are for cooking, serving, or decorative purposes
  • Review Care Instructions: Ensure you’re prepared to properly maintain your tagine
  • Contact Us with Questions: Our team is available to help you select the right product for your needs
  • Understand Handmade Nature: Embrace the unique variations that make each piece one-of-a-kind

12. Customer Protection Commitment

While we maintain specific return criteria to protect against misuse and to honor the artisan nature of our products, we stand behind the quality and authenticity of every item we sell. If you receive a genuinely defective product, we will make it right.

13. Contact Information

For all return requests, questions, or concerns:

Email: [email protected]
Response Time: Within 24-48 hours during business days

14. Policy Updates

We reserve the right to update this refund policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Your purchase constitutes acceptance of the policy in effect at the time of your order.