Complete Return Policy
Everything you need to know about returns: deadlines, accepted reasons, non-eligible products, and seller responsibilities.
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Return deadline
Customers have 7 calendar days from the date the order is received to make a return.
After this 7-day period, the customer loses their right of withdrawal. No return will be accepted.
The right of withdrawal and the other obligations of online sellers are presented in Legal obligations of online sellers in Morocco.
Accepted reasons for return
Customers may return a product for the following reasons:
- Exercising the right of withdrawal (7 days)
- Item or outer packaging damaged
- Packaging intact but item damaged inside
- Item different from what was ordered
- Defective item / not working properly
- Size, color, or style does not fit
- Product not matching the descriptions on the platform
- Delivery too late (exceeding the delivery time shown at the time of the order)
Who pays the return shipping fees?
| Situation | Fees charged to |
|---|---|
| Return due to a defective, non-compliant product or a seller error | Seller (+ any applicable penalties) |
| Return through the exercise of the right of withdrawal (compliant product) | Customer |
When a return is attributable to the seller, the return shipping fees and the penalties are deducted from your payouts.
Processing returns
Receiving the return — The product is delivered to the return address indicated in your Seller Portal. Make sure this address is always up to date.
Immediate inspection — When the courier hands over the parcel, you must decide whether to accept or refuse the return. If you cannot decide immediately, you have a maximum of 2 business days.
Decision — Accept or dispute the return through the Seller Portal. In the event of a dispute, Wasal may ask you to reconsider your position in light of the evidence provided.
Customer refund — If the return is accepted, the customer is refunded. The corresponding amount is deducted from your seller balance.
Conditions for accepting a return
The returned product must meet these conditions:
- Unworn, undamaged, and unused
- In its original condition and packaging
- With the original tags
- In its original packaging
Products not eligible for return
The following products cannot be returned:
- Food products
- FMCG products (everyday groceries)
- Pharmaceutical products
- Cosmetic products
- Underwear, swimwear, and lingerie
- Personalized products (engravings, embroidery, monograms, etc.)
- Earrings
- Books
- Pet supplies
If you mistakenly receive a return containing products from another seller, you must inform Wasal within 24 hours and follow the instructions for returning them.
Return rate and penalties
A high return rate on your products is regarded as an indicator of customer dissatisfaction:
| Return rate | Consequence |
|---|---|
| 0% - 3% | No penalty |
| 3% - 6% | Commission withheld |
| 6% - 15% | Commission withheld |
| 15% - 25% | Commission withheld |
| More than 25% | Commission withheld |
To keep your return rate low: take care with your product descriptions, your photos, and the quality of your packaging. A well-described product = fewer "non-compliant" returns.
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