At Electro Music Maroc, our primary focus is to provide you with a delightful experience every time you make a purchase on our platform. However, there might be instances where you need to refund and return certain items you’ve ordered as our policy dictate.
This Return and Refund Policy outlines the conditions for accepting return requests and issuing refunds on behalf of our sellers. It also explains cases where we may not be able to accept return requests or issue refunds.
2. Period and Conditions for Accepting Return Requests
As per the guidelines stated in this Returns and Refund Policy, sellers operating on the Electro Music Maroc platform offer the option to return the majority of ordered items within 7 days from the date of delivery, and within 15 days for items from Official Brands only (return period).
We do not accept any returns, regardless of the stated reason, once the above-mentioned return period has elapsed. This does not affect your legal rights vis-à-vis the seller.
During the specified period, you can request the return of an item purchased from Electro Music Maroc for the following reasons:
- Changed my mind -> All product categories except: Product categories that cannot be returned for hygiene or health reasons as stated in section 3 below.
- Size is right but does not fit me Fashion items (including shoes) only Item stopped working after use All product categories except: Clothing; Sport & fitness; and Consumer products
- Item received broken or defective -> All product categories Packaging is damaged All product categories
- Item received with missing accessories -> All product categories
- Item is used or expired -> All product categories except software
- Item seems fake / counterfeit -> All product categories
- Wrong item / color / size / model -> All product categories,
To be eligible for return, items must be unused, unworn, and in the same condition as you received them, with their original packaging and intact seal if applicable. However, an item may be returned if it became defective after delivery or due to reasonable use (as per the manufacturer’s usage instructions) during the return period.
3. Items That Cannot Be Returned
We do not accept returns for certain categories of products due to health and hygiene reasons.
The safety of our customers is our priority, so certain categories may not be returned due to health or hygiene reasons, or if they are at risk of deteriorating or expiring quickly. You can only qualify for a return and refund for these items if you received the wrong product or if you received a defective, damaged, or counterfeit item. You can qualify for a refund for these product categories with a change of mind reason.
We do not accept returns of personalized items.
We do not accept returns of used or worn products unless the return reason is related to a malfunction or damage to the product due to reasonable use (as per the manufacturer’s usage instructions) during the return period.
The seller is not obligated to accept returns unless the items were damaged or proven defective upon delivery or are different from the originally ordered items.
We do not accept returns of items damaged after delivery.
Items that become defective after delivery cannot be returned if they belong to the following categories: fashion, sport & fitness, and consumer products.
If an item is covered by a warranty and experiences damage or malfunction during the warranty period, it will not be covered by this Returns and Refund Policy but by the seller’s warranty. Warranty information is displayed on each product page.
4. Packaging of Returns
When returning an item for any reason, it must be returned in the exact condition you received it from Electro Music Maroc, with its original packaging and all attached labels (for example, shoes must be returned in their original shoe box; seals of items, including audio or video recordings or software, must not be removed).
Returned items are your responsibility until they reach us, so make sure they are properly packaged and cannot be damaged in transit.
You must not include any item in the return package that is not part of the originally received item from Electro Music Maroc. You must fully remove and dispose of any personal data about you and/or a third party that may be present in an item and unlock any account possibly related to the item.
Electro Music Maroc will not be liable for items mistakenly included in a returned package or for any data breach resulting from a failure to remove personal data contained in a returned item.
If we accept your return or if you prepay but do not receive an item, our aim is to refund you the purchase price of the item within the timeframe stated on the return timeframe page.
For non-compliant, defective, or damaged items, you will also be refunded the full delivery charges for the returned items once your return is processed.
If the return is not due to an error on the part of Electro Music Maroc or the seller (for example, if you changed your mind or if the size does not meet your expectations), you will not receive any refund for delivery charges.
The refund request form must indicate the payment mode(s) for receiving the refunds available to you.
6. Rejected Return and Refund Requests and Confiscation
All items are inspected upon return to verify the provided reasons for return.
If your return request is not approved by Electro Music Maroc, you will not receive any refund of the purchase price or delivery charges, and we will make 2 re-delivery attempts within 7 working days.
If both re-delivery attempts fail, we will immediately inform you that we will hold the item for an additional 30 days from the date of the initial notification. Our notification will include details of the pick-up location and opening hours.
If you do not collect the item within the required timeframe, you will forfeit the item, meaning the item will become the property of Electro Music Maroc and Electro Music Maroc may dispose of it in a manner deemed appropriate, such as through sale, charitable donation, recycling, or destruction.
7. No Exchanges
Please note that we do not offer exchanges. If you wish to receive a different color or size item, kindly return the relevant item and place a new order.
Note: The above policy is a direct translation of the provided policy in French. It’s important to ensure that all legal and practical aspects are accurate and compliant with local laws and regulations. If needed, consult legal experts or advisors to verify the accuracy and legality of the policy in your specific context.