Return and Refund Policy
Business Legal Information:
- 📋 Legal Status: Auto-entrepreneur (Self-employed)
- 🆔 Business ID: 00403017600042
- 💼 Tax ID (IF): 73333808
1. Your Right of Return
At Mediator Store, we aim for your complete satisfaction. You can return the product in the following cases:
- ✅ Product is defective or damaged upon receipt.
- ✅ Product is different from the description on the site.
- ✅ You received the wrong product.
- ✅ You change your mind within 24 hours (under conditions).
2. Return Conditions
For us to accept a return, the product must be:
- 📦 In its original condition (unused, unopened, with all accessories).
- 📅 Within 7 days of receipt.
- 📄 With the purchase invoice.
- 📸 With clear photos of the defective product (if returning due to defect).
3. Non-Returnable Products
The following products cannot be returned:
- ❌ Used or opened products (except for defects).
- ❌ Hygienic or personal products (underwear, cosmetics).
- ❌ Perishable products (food, medicine).
- ❌ Custom-made products.
- ❌ Clearly used products.
4. Return Process
Step 1: Contact Us
Through one of the following methods:
- 📧 Email: support@lotfi.ma
- 📞 Phone/Telegram: +212 693 016 974
Send us:
- Order number
- Reason for return
- Photos of the product (if defective)
Step 2: Approval
We will respond within 48 business hours. If approved, we will give you return instructions.
Step 3: Ship the Product
Return the product to us within 5 days of approval. Return shipping fees:
| Reason | Who pays? |
|---|---|
| Product defect | Mediator Store (we send a courier) |
| Wrong product | Mediator Store |
| Change of mind | The customer |
Step 4: Refund
After we receive and inspect the product:
- If the return is our fault: full refund + shipping fees within 7 business days.
- If change of mind: refund (excluding shipping fees) within 7 business days.
Refund method: cash on receipt of the product, or bank transfer (by agreement).
5. Cancellation Before Shipping
You can cancel your order before it ships at no charge. Contact us immediately:
- 📧 support@lotfi.ma
- 📞 +212 693 016 974
6. Damaged or Incomplete Products on Receipt
If you receive a damaged or incomplete product:
- Do not accept the product from the courier (refuse delivery).
- Or accept and send us photos immediately of the damaged product.
- We will send you a replacement product free of charge within 48 hours, or a full refund.
7. Exchange
In some cases, you can exchange the product:
- ✅ If the product is defective: free exchange.
- ✅ If you want a different size/color: possible, but shipping fees are your responsibility.
8. Special Cases
Sales and Discounts
Products purchased on sale can be returned under the same conditions, but the refund may be limited to the original purchase price.
Gifts
If the product is a gift, the recipient can return it under the same conditions.
9. Contact
For any question about returns or refunds:
- 📧 support@lotfi.ma
- 📞 +212 693 016 974 (Telegram / WhatsApp)
We respond within 24 business hours.
10. Governing Law
This policy is governed by the Moroccan Consumer Protection Law 31-08, with GDPR compliance for European customers.
Thank you for your trust in Mediator Store 🛒