Return & Exchange Policy

At Maison Dustur, every piece is prepared with care and attention to detail. We want you to receive your order in the best possible condition.

This Return & Exchange Policy explains the conditions and process applicable to returns, exchanges, and refunds for purchases made through maisondustur.com.

1. Right of Return

For purchases made through our online store, customers may exercise their applicable legal right of withdrawal within the period provided by Moroccan consumer-protection law.

For eligible returns, the request must be submitted within the applicable legal period following receipt of the order.

The return must comply with the conditions described below.

Nothing in this policy limits or excludes any mandatory rights granted to consumers under applicable Moroccan law.

2. Return Conditions

To be eligible for a return, the piece should be returned in its original condition.

The item must:

• Be unused and not worn beyond reasonable fitting or inspection.
• Not have been washed, dry-cleaned, altered, repaired, or modified.
• Not contain perfume, makeup, stains, body odour, smoke, or other external odours.
• Not have any damage, marks, tears, stretching, or other signs of use.
• Have its original tags and labels attached, where applicable.
• Include the original packaging and any accessories supplied with the item, where applicable.
• Be returned securely packaged to prevent damage during transportation.

Maison Dustur reserves the right to inspect returned pieces before processing the applicable return or refund.

3. Size Exchange

Size exchanges are available only when multiple sizes are offered for the relevant product and the requested size is available in stock.

For products offered exclusively in Standard Size, a size exchange is not applicable because no alternative size is available.

For products offered in multiple sizes:

• The requested replacement size must be available.
• The original item must satisfy the return conditions above.
• Only a different available size of the same product may be requested through a standard size exchange.
• If the requested size is unavailable, Maison Dustur will communicate the available options.

A size exchange does not affect any applicable statutory consumer rights.

4. Standard Size — Chapter 1

Products released under Chapter 1 are offered in a Standard Size.

Because these pieces are available in one size only, Maison Dustur cannot provide a different-size exchange for these products.

Customers are encouraged to review the measurements provided on the relevant product page before placing an order.

5. Incorrect or Defective Items

If you receive:

• The wrong product;
• A product different from the one ordered;
• A product with a manufacturing defect; or
• A product that does not correspond to its description,

please contact Maison Dustur as soon as possible with your order details and photographs showing the issue.

Maison Dustur will review the situation and provide the appropriate solution in accordance with applicable law.

Where the issue is attributable to Maison Dustur, the customer will not be charged for the return arising from that error.

6. Return Inspection

All returned pieces are subject to inspection.

Maison Dustur may verify:

• Product condition;
• Tags and labels;
• Packaging;
• Signs of wear or use;
• Stains or odours;
• Damage or alterations;
• Accessories originally supplied with the order.

The inspection is intended to verify the condition of the returned product and does not remove or restrict any mandatory consumer rights.

Where applicable, the treatment of a returned item will be determined in accordance with Moroccan law and the circumstances of the return.

7. Cash on Delivery Orders

For Cash on Delivery orders, Maison Dustur requires a 200 MAD confirmation deposit before preparing and shipping the order.

The 200 MAD deposit is part of the total purchase price and is deducted from the amount remaining at delivery.

Example

Order total: 1,500 MAD
Confirmation deposit: 200 MAD
Remaining amount at delivery: 1,300 MAD

The confirmation deposit is not an additional charge added to the product price.

Any cancellation, return, or refund involving a COD order will be handled in accordance with this policy and applicable Moroccan law.

8. Return Shipping

Where a return is requested because of a customer preference, the applicable return transportation costs may be the customer's responsibility, to the extent permitted by applicable law.

Where a return is required because Maison Dustur sent an incorrect, defective, or non-conforming product, Maison Dustur will handle the applicable return process in accordance with the customer's legal rights.

9. Refunds

Where a refund is applicable, Maison Dustur will process it in accordance with the applicable legal requirements and the circumstances of the return.

For COD orders, the refund process may require Maison Dustur to obtain the necessary payment information from the customer.

The customer will not receive a duplicate payment for the same order amount.

10. How to Request a Return or Exchange

To request a return or exchange, please contact Maison Dustur through the official contact method provided on our website.

Please include:

• Full name;
• Order number;
• Phone number used for the order;
• Product name;
• Reason for the request;
• Photos of the product when relevant.

Do not ship a product back before receiving return instructions from Maison Dustur.

11. Return Process

The process is:

1. Request
Customer contacts Maison Dustur with the order details.

2. Review
Maison Dustur reviews the request and provides the applicable instructions.

3. Return
The customer sends or hands over the product according to the instructions provided.

4. Inspection
Maison Dustur checks the condition of the returned piece.

5. Resolution
The applicable exchange, return, or refund is processed according to the circumstances and applicable law.

12. Important Notice

Maison Dustur reserves the right to refuse a commercial exchange where the conditions for that exchange are not satisfied.

However, no provision of this policy is intended to exclude, restrict, or replace any mandatory consumer rights applicable under Moroccan law.

For any question regarding a return or exchange, customers may contact Maison Dustur through the contact details available on maisondustur.com.

Maison Dustur
Luxury Contemporary Moroccan Fashion House