Refund policy

Agarwood Maroc · Updated on 18 September 2026

1. Oils, perfumes and liquid products

Pure oils, oud oils, perfumes, essences and other liquid products, including samples, are not eligible for a voluntary return, exchange or refund simply because of a change of mind or fragrance preference. This policy is intended to ensure transparency and safety for our customers.

2. A problem upon delivery?

Contact us as soon as you notice a problem, including:

• An item different from the one ordered.
• A bottle that is broken or leaking upon delivery.
• A product damaged during delivery.
• A product that is defective or does not match your order.

After reviewing your request, we will arrange a replacement or refund with you, respecting your rights. We cover the necessary return costs for an incorrect item, an item damaged upon delivery or a non-conforming product.

This also applies to liquid products, samples and items purchased on promotion.

3. How to submit your request

1. Contact us on WhatsApp at +212 6 03 86 61 13 or by email at contact@agarwood-maroc.com, quoting your order number or providing another proof of purchase.
2. Describe the problem. If possible, include photos of the product, its packaging and the parcel to help us assess it.
3. If possible, keep the product and its packaging. We will explain how your request will be handled and provide return instructions if needed.

No unboxing video is required. For a liquid or a damaged bottle, contact us before sending it back so that we can agree on appropriate transport.

This process helps us handle your request; prior approval is not a mandatory requirement for exercising your statutory rights.

4. Voluntary returns of other items

For non-liquid items, our voluntary return period is 7 days from the date of purchase. The item must be unused, complete and in its original condition and packaging, with proof of purchase.

For this voluntary change-of-mind return, you are responsible for return shipping costs and the original delivery charges are not refunded.

These conditions do not restrict rights relating to defects, non-conformity or the exercise of a statutory right of withdrawal.

5. Your statutory rights

Our commercial policy supplements mandatory consumer protections. In Morocco, Law No. 31-08 provides, in particular, a 7-day right of withdrawal in cases where it applies. Where European Union rules apply to your distance purchase, the withdrawal period is generally 14 days from receipt.

Exceptions depend on the applicable rules and the product concerned. Opening packaging does not automatically rule out all returns. A hygiene-based exception may only be invoked when its legal conditions are met.

To exercise your right of withdrawal, you may email us a clear statement, for example:

I hereby notify you of my decision to withdraw from the following purchase: product [name], order [number], received on [date]. My name and contact details: [your information].

The applicable rules then govern the deadlines, procedures and refundable charges. For withdrawal under European rules, you have 14 days after your notification to send the items back. You bear the direct return costs, except in the event of a defect or an error on our part.

In this case, the refund includes the original standard delivery charges. Any surcharge for choosing a more expensive delivery method is not refunded.

6. Refund arrangements

We will confirm the handling of your request by email. The refund covers the amount actually paid for the items concerned, together with delivery or return charges where these are payable by us.

Refunds are issued to the original payment method unless you expressly agree to another method at no cost. For cash-on-delivery orders, we will agree on an appropriate refund method with you.

You will not be required to accept store credit instead of a refund to which you are entitled.

We act without undue delay and within the applicable statutory time limits. For withdrawal under European rules, a refund is made no later than 14 days after notification. It may be withheld until we receive the items back or evidence of their return shipment, whichever occurs first.

The time it takes for the refund to appear in your account then depends on your bank or payment provider.

7. Contact us