Last Updated: September 22, 2025
Thank you for choosing Marocuite for your authentic Moroccan zellige tiles. Due to the unique, handmade, and often custom nature of our products, it is important to understand our policies regarding returns, refunds, and damages. By placing an order with us, you agree to the terms outlined below.
1. General Policy: All Sales Are Final
Due to the artisanal and made-to-order nature of our zellige tiles, all sales are considered final upon receipt of payment. We do not accept returns, offer refunds, or allow for exchanges on any tile orders. We encourage you to order samples and confirm all details of your order before making a purchase.
2. The Nature of Handmade Zellige Tiles
Our zellige tiles are handcrafted by artisans in Morocco. Each tile is unique. Variations in color, shade, tone, texture, and size are inherent characteristics of this artisanal product. Small chips, crazing (fine surface cracks), and irregularities are part of the aesthetic charm and authenticity of zellige.
These variations are not considered defects or damages, and therefore are not grounds for a return or refund. We do not guarantee a perfect match between samples, showroom displays, and the tiles you receive in your final order.
3. Shipping Damage and Order Discrepancies
We take great care in packaging our tiles to ensure they arrive safely. However, due to the fragile nature of tile and the complexities of shipping, some damage may occasionally occur.
- Inspection: It is the customer’s responsibility to inspect the entire order immediately upon delivery. This must be done before the delivery driver leaves, if possible, or within 48 hours of receipt at the latest.
- Reporting Damage: Any damage or order discrepancies (e.g., wrong product or missing items) must be reported to us via email at contact@marocuite.com within 48 hours of delivery.
- Required Documentation: Your report must include your order number and clear photographic evidence of:
- The damaged packaging or crate before it is unpacked.
- The damaged tiles themselves, showing the quantity and extent of the damage.
- Resolution: Upon review of a valid and timely claim, Marocuite will, at its sole discretion, either issue a credit for the damaged material or ship replacement tiles for the quantity deemed damaged. A standard industry allowance of 2-5% for breakage is to be expected and may not be covered. We strongly recommend ordering a 10-15% overage to account for cuts, installation, and minor transit damage.
Failure to report damage or discrepancies within the 48-hour timeframe will result in the forfeiture of any claim.
4. Order Cancellations
Once an order is placed and payment is processed, it cannot be canceled. Our fulfillment process begins immediately to ensure timely production and delivery, and we cannot halt this process.
5. Non-Returnable Items
To be absolutely clear, the following items are non-returnable and non-refundable under any circumstances:
- All zellige tile orders
- Custom or bespoke orders
- Sale or clearance items
- Tile samples
6. Exceptions
No exceptions will be made to this policy except in the case of a verifiable shipping error on our part that has been reported in accordance with the terms in Section 3. In the extremely rare event that a return is authorized in writing by a Marocuite representative, the customer will be responsible for all return shipping costs and a 30% restocking fee will be deducted from any potential credit. Items must be returned in their original, unopened packaging.
7. Contact Information
For any questions regarding this policy or to report an issue with your order, please contact our support team.
Marocuite
Email: contact@marocuite.com
Location: Tetouan, Morocco