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RETURNS, REFUNDS & EXCHANGES POLICY

Last Updated: October 04, 2025

At Moroccan Sink, we take great pride in offering authentic, handcrafted Moroccan ceramic sinks, brass accessories, and traditional Moroccan products.

Each item is carefully handmade by skilled Moroccan artisans, making every piece unique.

We are committed to providing our customers with high-quality products and excellent customer service. Please carefully review our Returns, Refunds, and Customs Policy before placing an order.

By placing an order on our website, you acknowledge that you have read and understood the following conditions, subject to applicable consumer protection laws.

1. RETURNS & EXCHANGES

We accept eligible return requests within 7 calendar days following delivery, subject to the conditions outlined below.

To request a return:

  1. Contact our customer support team with your order number.
  2. Explain the reason for your return.
  3. Provide photographs of the product and its original packaging.
  4. Wait for our confirmation and return instructions.
  5. Once authorized, securely package the item and ship it to the return address provided by our team.

Important Conditions:

  • Products must be unused, undamaged, and in their original condition.
  • Original packaging must be retained.
  • Return shipping costs are the customer’s responsibility unless otherwise required by applicable law.
  • Unauthorized returns may be refused.
  • Custom-made, personalized, or made-to-order products are generally not eligible for voluntary returns or exchanges, except where required by law.

Please note that handmade products may naturally present slight variations in color, shape, dimensions, glaze, and decorative patterns. These characteristics are part of their authenticity and do not automatically constitute manufacturing defects.

2. CUSTOMS DUTIES, IMPORT TAXES & CLEARANCE FEES

IMPORTANT – INTERNATIONAL ORDERS

Moroccan Sink ships its products internationally from Morocco.

Depending on the destination country, shipments may be subject to:

  • Customs duties
  • Import taxes
  • VAT or other local taxes
  • Customs clearance fees
  • Administrative or handling charges imposed by customs authorities or shipping carriers

Unless explicitly stated otherwise at checkout, these charges are NOT included in the product price or shipping fees paid on our website.

All applicable import duties, taxes, and customs clearance charges are the sole responsibility of the customer.

These fees are determined by the customs authorities of the destination country and are beyond the control of Moroccan Sink.

Moroccan Sink cannot predict or guarantee the exact amount of customs charges that may be applied.

Customers are responsible for checking the applicable import regulations and potential customs fees in their country before placing an order.

By completing a purchase, the customer acknowledges that additional customs charges may apply upon importation and agrees to pay them when required.

3. REFUSAL OF DELIVERY DUE TO UNPAID CUSTOMS FEES

IMPORTANT – PLEASE READ CAREFULLY BEFORE ORDERING

If a customer refuses to accept delivery of an order because of unpaid customs duties, import taxes, VAT, customs clearance charges, or other import-related fees, Moroccan Sink shall not be held responsible for the resulting non-delivery, to the extent permitted by applicable law.

Customers are informed through our Terms and Conditions that international shipments may be subject to additional customs charges.

Refusing delivery because of customs charges does not automatically entitle the customer to a refund.

In the event that a customer:

  • Refuses to pay applicable customs duties or import taxes;
  • Refuses delivery of the shipment;
  • Fails to complete the customs clearance process;
  • Fails to provide documents required by customs authorities;
  • Does not respond to requests from the shipping carrier regarding customs clearance;

the shipment may be returned to the sender, held by customs authorities, or abandoned or disposed of in accordance with the carrier’s procedures and applicable regulations.

Financial Responsibility

Where permitted by applicable law, the customer shall be responsible for additional costs resulting from the refusal or failure to complete customs clearance, including:

  • Original shipping costs;
  • Return shipping costs;
  • Customs storage charges;
  • Customs clearance and administrative fees;
  • Carrier handling charges;
  • Other reasonable and documented expenses directly resulting from the refusal.

Refund Policy for Refused Shipments

Moroccan Sink does not offer automatic refunds for orders refused solely because the customer does not wish to pay applicable customs duties or import taxes.

Where no statutory refund right applies, orders refused for these reasons may be considered ineligible for a refund, particularly when they involve custom-made or personalized products.

Where applicable law requires a refund, Moroccan Sink will comply with those obligations. Any deduction of shipping, return, or other costs will be made only where legally permitted.

The fact that a shipment is returned to Morocco does not automatically establish eligibility for a full refund.

By placing an international order, customers acknowledge their responsibility for applicable import charges and the potential financial consequences of refusing delivery.

4. DAMAGED OR DEFECTIVE PRODUCTS

All Moroccan Sink products are carefully inspected and securely packaged before shipment.

However, due to the fragile nature of handcrafted ceramic products, damage may occasionally occur during international transportation.

If your order arrives damaged or defective, please contact us within 3 days of delivery, whenever possible, and provide:

  • Your order number;
  • Clear photographs of the damaged product;
  • Photographs of the external packaging;
  • Photographs of the internal protective packaging;
  • A description of the damage.

Please retain all packaging materials until our team has reviewed the issue.

Replacement Policy

For confirmed shipping damage or manufacturing defects, Moroccan Sink generally offers a replacement product at no additional product cost.

We may arrange for a replacement to be manufactured and shipped as soon as reasonably possible.

Where applicable consumer protection laws provide a right to a refund, repair, replacement, or other remedy, those rights remain unaffected.

5. CUSTOM-MADE & PERSONALIZED PRODUCTS

Many Moroccan Sink products are handmade specifically according to customers’ requirements.

Customized orders may include:

  • Special colors;
  • Personalized decorative patterns;
  • Custom dimensions;
  • Specific shapes;
  • Custom brass finishes;
  • Other made-to-order specifications.

Because these products are manufactured specifically for individual customers, they are generally not eligible for cancellation, voluntary returns, or exchanges once production has started.

This restriction does not affect any mandatory legal rights relating to defective, damaged, or incorrectly supplied products.

6. REFUNDS

Eligible refunds will be processed after the returned merchandise has been received and inspected.

Once the return has been approved, refunds will generally be issued within 7 business days, although the payment provider or bank may require additional processing time.

Refunds will normally be made using the original payment method.

Non-Refundable Costs

Where permitted by applicable law, the following costs may be excluded from refunds:

  • Original shipping costs;
  • Return shipping costs;
  • Customs duties and import taxes;
  • Customs clearance charges;
  • Additional carrier fees resulting from customer refusal;
  • Costs associated with unauthorized returns.

Customized and personalized products may be excluded from voluntary refunds as described above.

Important: Shipping a product back without prior authorization does not guarantee a refund.

7. FAILED DELIVERY & INCORRECT SHIPPING INFORMATION

Customers are responsible for providing accurate and complete shipping information when placing an order.

Moroccan Sink shall not be responsible, to the extent permitted by applicable law, for delivery failures resulting from:

  • Incorrect or incomplete addresses;
  • Unavailable recipients;
  • Failure to respond to carrier communications;
  • Failure to provide required customs documentation;
  • Refusal to pay applicable import charges.

If a shipment must be returned or reshipped because of customer-provided information or failure to complete required import procedures, additional shipping charges may apply.

Any request for reshipment will be reviewed individually.

8. SHIPPING & DELIVERY

Moroccan Sink works with international shipping companies, including DHL Express and FedEx, to deliver orders worldwide.

Delivery estimates are provided for informational purposes and may vary depending on the destination, customs clearance, and carrier operations.

Customs inspections, import procedures, and other events outside our reasonable control may cause delays.

Moroccan Sink will assist customers in investigating shipping issues where reasonably possible.

Our responsibility for lost, damaged, or undelivered shipments remains subject to applicable consumer protection laws.

9. CUSTOMER ACKNOWLEDGMENT

Before completing an international purchase, customers are encouraged to review our shipping, customs, returns, and refund conditions.

By placing an order, customers acknowledge that:

  1. Products are shipped internationally from Morocco.
  2. Additional customs duties and import taxes may apply.
  3. Unless expressly included at checkout, these charges are the customer’s responsibility.
  4. Refusing to pay customs fees may prevent successful delivery.
  5. Refused shipments are not automatically eligible for refunds.
  6. Additional expenses resulting from customs refusal may be charged or deducted where legally permitted.
  7. Custom-made products may be subject to special cancellation and return restrictions.

All provisions of this policy apply subject to mandatory consumer protection legislation in the customer’s country.

10. CONTACT US

For questions regarding returns, refunds, shipping, customs clearance, or damaged products, please contact our customer support team through our website.

Moroccan Sink – Customer Support

Website: MoroccanSink.com

We remain committed to providing excellent customer service and resolving legitimate issues fairly and professionally.