Returns and Cancellations

Publication date: 5 August 2026
Last updated: 5 August 2026

1. Purpose of this policy

This policy explains the conditions applicable to requests for returns, cancellations, exchanges, and refunds concerning the products and services offered by UTAMIA.

It supplements the General Terms and Conditions of Sale and Service of the website.

Specific conditions stated in an accepted quotation or order confirmation may supplement this policy for a particular project.

2. Return of standard products

The customer may request the return of a standard ready-to-ship product within 7 days from receipt, subject to applicable legal provisions and the conditions set out in this policy.

The product must be:

  • unused;
  • unassembled;
  • not installed;
  • unmodified;
  • undamaged;
  • complete;
  • returned with any accessories;
  • kept in its original condition;
  • returned in its original packaging where such packaging exists.

UTAMIA may refuse a return when the product shows signs of use, assembly, modification, damage, or is incomplete.

A right of withdrawal is recognized in certain distance-selling situations for a period of seven days, subject to the cases and exceptions provided for by applicable law.

3. Customized and made-to-measure products

The following products cannot be returned solely because of a change of mind:

  • customized products;
  • made-to-measure products;
  • products cut to dimensions provided or approved by the customer;
  • engraved products;
  • products modified at the customer’s request;
  • products manufactured in a specific color, finish, or configuration;
  • products specially ordered for a project;
  • items that have already been installed.

This exclusion applies subject to mandatory legal provisions, in particular when a defect, damage, or non-conformity is confirmed.

4. Return request

Before returning a product, the customer must contact UTAMIA to obtain the necessary instructions.

The request must specify:

  • the customer’s name;
  • the order or quotation number;
  • the product concerned;
  • the date of receipt;
  • the reason for the request;
  • photographs where useful.

The request may be sent to:

Email: utamiabois@gmail.com
Telephone / WhatsApp: +212 6 60 31 38 47

No product should be returned without prior approval and instructions from UTAMIA.

5. Return costs

When the product is compliant and the return results from a change of mind, return costs are borne by the customer.

The customer remains responsible for the product until it is actually received by UTAMIA.

When the return results from:

  • a confirmed manufacturing defect;
  • a preparation error attributable to UTAMIA;
  • damage attributable to UTAMIA;
  • non-conformity with the accepted order;

UTAMIA covers reasonable return, correction, or replacement costs depending on the solution selected.

6. Inspection of the returned product

Upon receipt of the returned product, UTAMIA checks:

  • its general condition;
  • whether it is complete;
  • the absence of signs of use;
  • the absence of assembly or modification;
  • the presence of any accessories;
  • its packaging, where applicable.

When the return meets the applicable conditions, UTAMIA confirms the selected solution to the customer.

When the product does not meet the return conditions, UTAMIA informs the customer and explains the reason for the refusal or any reduction in the refund.

7. Refund

When a refund is accepted, it covers the amounts corresponding to the product concerned, depending on the circumstances and applicable provisions.

Initial delivery charges or services already performed may not be refunded when they correspond to a service actually provided, subject to the customer’s legal rights.

The refund is made using a method agreed with the customer, including:

  • bank transfer;
  • refund through the original payment method when technically available;
  • another method agreed in writing.

The customer must provide accurate information necessary for the refund.

8. Exchange or replacement

Depending on the nature and availability of the product, UTAMIA may offer:

  • an exchange;
  • a replacement;
  • a correction;
  • a repair;
  • new manufacturing;
  • a full or partial refund.

The solution is determined according to:

  • the nature of the problem;
  • the condition of the product;
  • the possibility of repair;
  • the availability of the product or material;
  • the rights applicable to the customer.

9. Cancellation of a standard product before dispatch

The customer may request cancellation of a standard order before it is dispatched.

UTAMIA then checks whether the order:

  • has not yet been handed over to the carrier;
  • has not required special preparation;
  • has not incurred specific costs already committed.

When cancellation is still possible, UTAMIA confirms the applicable terms to the customer.

When the order has already been dispatched, it is handled according to the return rules set out in this policy.

10. Cancellation of a customized order

For customized or made-to-measure products, or products requiring specific procurement, the order becomes final after:

  • acceptance of the quotation;
  • payment of the required deposit;
  • validation of the dimensions, materials, colors, and finishes.

If the customer cancels after these steps, the deposit of 30% is non-refundable, in particular when:

  • the project assessment has begun;
  • the plans or drawings have been prepared;
  • the materials or accessories have been ordered;
  • manufacturing has begun;
  • specific costs have already been incurred.

This rule does not apply when a breach attributable to UTAMIA is confirmed or when a mandatory legal provision requires a different solution.

11. Modification instead of cancellation

Before canceling a customized project, the customer may request a modification.

Any modification must be accepted by UTAMIA and may result in:

  • a change in price;
  • additional time;
  • material costs;
  • a change in delivery conditions;
  • a change in installation conditions.

The modification becomes applicable only after written confirmation in a revised quotation or an agreement accepted by the customer.

12. Cancellation by UTAMIA

UTAMIA may exceptionally cancel an order when it becomes impossible to perform, particularly in the event of:

  • permanent unavailability of an essential material;
  • confirmed technical impossibility;
  • a major error affecting the order;
  • prolonged force majeure;
  • legal or administrative impossibility;
  • failure by the customer to pay;
  • prolonged absence of required validation or information.

When cancellation results from an impossibility on UTAMIA’s side and no alternative solution is accepted, the amounts received for the unperformed part are refunded to the customer.

UTAMIA informs the customer as soon as possible.

13. Defect, damage, or non-conformity

When a product has:

  • a manufacturing defect;
  • damage upon delivery;
  • a missing item;
  • an error compared with the order;
  • non-conformity with the accepted quotation;

the customer must contact UTAMIA with:

  • the order or quotation number;
  • a detailed description;
  • photographs;
  • a video where useful.

When the problem is confirmed and attributable to UTAMIA, an appropriate solution is offered, including:

  • repair;
  • correction;
  • replacement;
  • new manufacturing;
  • full or partial refund.

14. Time limit for reporting visible damage

Any visible damage upon delivery must be reported within 48 hours following receipt.

The customer is encouraged to:

  • take photographs;
  • keep the packaging;
  • record reservations on the delivery document where possible;
  • not use or modify the product before the claim has been reviewed.

For a defect that could not be detected immediately, the customer must contact UTAMIA as soon as it is discovered.

15. Excluded cases

UTAMIA does not cover damage resulting in particular from:

  • improper use;
  • incorrect assembly carried out by the customer or a third party;
  • impact, dropping, or improper moving;
  • an unauthorized modification;
  • excessive exposure to water or humidity;
  • abnormal exposure to heat or sunlight;
  • a defect in the wall, floor, or building;
  • failure to follow care instructions;
  • normal wear and tear;
  • incorrect information or dimensions provided by the customer.

16. Unjustified refusal upon delivery

When a confirmed cash-on-delivery order is refused without a legitimate reason, UTAMIA may:

  • refuse cash on delivery for a future order from the same customer;
  • require advance payment;
  • require a deposit;
  • charge for a new delivery when it is arranged and accepted.

This provision does not apply when the refusal is justified by visible damage, an error, a non-compliant product, or another confirmed legitimate reason.

17. Customer delay or absence

When the customer does not collect or receive a ready order despite attempts to make contact, UTAMIA may:

  • agree on a new date;
  • postpone delivery;
  • request payment of the costs of a new delivery;
  • apply reasonable storage or handling charges when justified and announced in advance.

18. Processing times

UTAMIA reviews return, cancellation, or claim requests within a reasonable time after receiving all necessary information.

The processing time may depend on:

  • the nature of the product;
  • the need for an inspection;
  • the availability of materials;
  • the involvement of a carrier;
  • the complexity of the project.

UTAMIA informs the customer of the progress of the request when additional checks are necessary.

19. Amicable settlement

In the event of a disagreement, the customer and UTAMIA seek an amicable solution as a priority.

The customer may contact UTAMIA at the following address:

Email: utamiabois@gmail.com
Telephone / WhatsApp: +212 6 60 31 38 47

Moroccan consumer-protection legislation provides, in particular, a right to information, protection of economic interests and, in certain situations, a right of withdrawal.

20. Applicable documents

This policy should be read together with:

  • the General Terms and Conditions of Sale and Service ;
  • the Delivery Policy ;
  • the Privacy Policy ;
  • the accepted quotation;
  • the order confirmation;
  • any written agreement concluded with the customer.

In the event of a difference concerning a particular project, the specific conditions expressly accepted in the quotation prevail for the relevant matters.