Return and Refund Policy
1) Who you contract with
Your contract is with ELAISSAOUI SARL, Tour Main Street, 12th Floor, CFC, Casablanca 20250, Morocco (the House).
2) Right of withdrawal (EU and UK consumers)
If you are a consumer in the European Union or the United Kingdom you may withdraw from your purchase within fourteen days without giving a reason. The period runs from the day you, or someone you name, receive the goods. For an order delivered in several parts it runs from the day the last item is received. To withdraw, send a clear statement before the period ends to concierge@elaissaoui.com.
3) Effect of withdrawal
We refund all payments received from you, including standard outbound delivery, within fourteen days of being informed, using the same payment method, at no fee. We may wait until we have received the goods back or you have shown proof of return, whichever is earlier.
4) Returning the goods
Send the goods back without undue delay and within fourteen days of your notice. You bear the direct cost of return. You are responsible for any loss in value from handling beyond what is needed to check the nature and function of the goods. Return items in original condition with the certificate, tags, protective elements and packaging.
5) Made to order and personalised pieces
The right of withdrawal does not apply to goods made to your specification or clearly personalised, to the extent permitted by law. This exception is narrow. It covers genuine bespoke and personalised production, not standard catalogue pieces, and is flagged before you order.
6) Faulty or non-conforming goods
This policy is in addition to your legal guarantee of conformity. If an item arrives faulty or not as described, contact concierge@elaissaoui.com and we will provide a remedy at no cost to you, as required by law.
7) How to start a return
Email concierge@elaissaoui.com with your order number. We confirm the return address and next steps. Please do not send items back before you receive our confirmation.
