Refund policy
Return & Refund Policy
Moroccan Happiness
At Moroccan Happiness, we take pride in offering authentic Moroccan handmade products, carefully selected, inspected, and packaged with care.
We want you to shop with confidence. If something isn’t right with your order, we’re always happy to help.
1. Returns and Cancellations
For eligible ready-made products, customers in the United Kingdom and European Union generally have the right to cancel their purchase within 14 days of receiving their order, without giving a reason, unless a legal exception applies.
After notifying us of your decision to cancel, you normally have another 14 days to return the goods.
To request a return or cancellation, contact us at contact@mstd.co.uk.
Please contact us before sending your return so we can provide the appropriate return address and instructions. Our approval is not required to exercise your statutory cancellation rights.
2. Return Conditions
For change-of-mind returns, please:
* Handle the product with care.
* Include all accessories and components.
* Package the item securely to prevent damage during transportation.
* Use the original packaging whenever possible.
* Keep proof of return shipment.
You may inspect the product as you would in a physical store.
If an item has been handled beyond what is necessary to inspect it, we may make a lawful deduction for any resulting reduction in its value.
Original packaging is recommended but is not a mandatory condition for exercising statutory cancellation rights.
3. Return Shipping Costs
For eligible change-of-mind returns, customers are responsible for the direct cost of return shipping, provided this responsibility has been disclosed before purchase and applicable law permits it.
Return shipping costs may vary depending on the item’s dimensions, weight, and destination.
For items that cannot normally be returned by post, we will provide an estimate of return costs before purchase where legally required.
We recommend using a tracked and appropriately insured shipping service.
If a product is defective, damaged during delivery, or incorrect, we will cover the necessary return shipping costs where required by applicable consumer law.
4. Damages and Issues
Every Moroccan Happiness product is carefully inspected and securely packaged before dispatch.
Please inspect your order upon delivery and contact us as soon as possible if your item arrives damaged, defective, or incorrect.
To help us investigate and resolve the issue efficiently, please provide, where reasonably available:
* Your order number.
* A brief description of the issue.
* Clear photographs of the affected product.
* Photographs of the packaging, especially if visible damage is present.
Please retain the original packaging where reasonably possible.
We may review our pre-shipping quality records and coordinate with our delivery partners to investigate reported damage.
Every claim will be reviewed fairly and individually.
Where appropriate, we will offer a replacement at no additional cost. We will also provide any repair, refund, price reduction, or other remedy required by applicable consumer law.
Reporting an issue immediately is encouraged but is not a condition that limits your statutory rights. The absence of photographs or original packaging does not automatically invalidate a legitimate claim.
5. Custom-Made and Personalized Orders
We are pleased to offer selected handmade products created according to your personal preferences and specifications.
How Custom Orders Work
1. Contact us: Email contact@mstd.co.uk with your requested design, dimensions, materials, colors, or other specifications.
2. Request review: We will review your request and confirm whether we can fulfill it.
3. Agreement: We will confirm the final specifications, total price, estimated production time, delivery arrangements, and applicable cancellation conditions.
4. Full payment: Once you approve the agreed details, full payment (100%) is required.
5. Payment confirmation: After receiving payment, we will contact you to confirm receipt and request your final written authorization to begin production.
6. Production: We will begin production only after receiving your explicit written confirmation.
Custom Order Cancellations
Products genuinely made to your personal specifications or clearly personalized may be excluded from the standard 14-day change-of-mind cancellation right under applicable consumer law.
We will clearly explain any applicable exception before you place and pay for your order.
As an additional customer service commitment, you may cancel your custom order and receive a full refund before authorizing production to begin.
Once production has been authorized, change-of-mind cancellations will no longer be accepted where legally permitted.
This does not affect your statutory rights if the product is defective, damaged, or does not match the agreed specifications.
6. Exchanges
If you would like to exchange an eligible product, please contact us before returning it.
We will review your request and explain the available options.
Exchanges are subject to product availability and applicable consumer rights.
For defective, damaged, or incorrect products, we will provide the remedies required by law at no additional cost to you.
7. United Kingdom and European Union Consumer Rights
For eligible online purchases, consumers in the United Kingdom and European Union generally have a 14-day right to cancel after receiving their goods, unless a legal exception applies.
Customers must normally return the goods within 14 days after notifying us of cancellation.
For eligible cancellations, we will refund the product price and the cost of standard outbound delivery where required by law. Additional charges for premium or express delivery may not be refundable.
Refunds will be made within 14 days of receiving your cancellation notice. For goods that have already been delivered, we may withhold reimbursement until we receive the goods back or receive evidence that they have been sent back, whichever occurs first, where permitted by law.
These cancellation rights are separate from your legal rights concerning defective or non-conforming goods.
8. Refunds
Eligible refunds will be issued to the original payment method unless you expressly agree otherwise.
We will inform you when your return has been received and assessed, where applicable.
Any lawful deduction for diminished product value will be explained.
Your bank or payment provider may require additional time to process the refund after it has been issued.
Nothing in this policy restricts refunds or other remedies required under applicable consumer protection laws.
9. How to Request a Return
Please contact us before shipping a return so we can provide the correct return address and instructions.
Email: contact@mstd.co.uk
Include your order number and a brief explanation of your request.
You may exercise your statutory cancellation right by sending us a clear statement of your decision. You do not need to wait for our approval.
Optional Cancellation Form
You may use the following form to notify us of your decision to cancel an eligible purchase. Using this form is optional.
To: Moroccan Happiness — contact@mstd.co.uk
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
* Product(s):
* Order number:
* Date ordered:
* Date received:
* Customer name:
* Customer address:
* Date of cancellation:
Please send the completed information to contact@mstd.co.uk.
10. Our Commitment to You
At Moroccan Happiness, we believe that beautiful craftsmanship deserves exceptional care.
We are committed to offering authentic handmade products from Morocco, careful quality inspection, secure packaging, and reliable customer support.
Every order matters to us, and we aim to resolve concerns fairly, transparently, and professionally.
Thank you for choosing Moroccan Happiness and supporting authentic Moroccan craftsmanship.
Moroccan Happiness
Operated by MSTD LTD
Email: contact@mstd.co.uk
Website: www.moroccanhappiness.com
Nothing in this policy excludes or limits your statutory consumer rights.