Terms and Conditions of Sale and Service

Effective date: 4 August 2026
Last updated: 4 August 2026

1. Seller identity

The website https://utamia.com is operated by:

M. Said Lakssir, operator of the UTAMIA website and business activity.

Address: El Mhamid 10, Marrakech, Morocco
Email: utamiabois@gmail.com
Telephone and WhatsApp: +212 6 60 31 38 47

UTAMIA offers, in particular, wood products, furniture, made-to-measure creations, and cutting, machining, and manufacturing services.

2. Purpose of these terms

These General Terms and Conditions of Sale and Service, hereinafter referred to as the “Terms”, define the rights and obligations applicable to sales of products and services provided by UTAMIA.

They apply in particular to:

  • orders placed on the utamia.com website;
  • orders confirmed by telephone, WhatsApp, or email;
  • ready-to-ship products;
  • customized or made-to-measure products;
  • manufacturing, CNC cutting, engraving, assembly, delivery, or installation services;
  • projects covered by a quotation.

Specific conditions stated in a quotation, order confirmation, or written agreement supplement these Terms.

In the event of a conflict, the specific conditions expressly accepted in the quotation prevail for the matters concerned.

3. Acceptance of the Terms

By confirming an order on the website, accepting a quotation, or paying the required deposit, the customer acknowledges having read and accepted these Terms.

The order confirmation, accepted quotation, written exchanges, and agreed specific conditions constitute the reference documents applicable to the order or project.

4. Sales and delivery area

Sales and deliveries are currently offered in Morocco only.

Any future international sale or delivery will be subject to specific conditions communicated and accepted before confirmation of the order.

5. Products and services

The essential characteristics of products or services are presented on the website, in the product sheet, quotation, or order confirmation.

Photographs, visuals, sketches, renderings, and samples are intended to present the product or project. Slight differences may occur depending on:

  • the natural properties of wood;
  • the grain, shades, and textures of materials;
  • screen settings;
  • color batches or production series;
  • normal manufacturing tolerances;
  • the technical constraints of the project.

Any characteristic that is decisive for the customer must be stated and validated in writing before confirmation of the order.

6. Availability

Ready-to-ship products are offered subject to available stock.

For customized or made-to-measure products, the availability of materials, accessories, finishes, and equipment is checked during the project assessment.

In the event of unexpected unavailability, UTAMIA informs the customer and may offer:

  • an equivalent material or accessory;
  • a new estimated timeframe;
  • a modification to the project;
  • or, when performance becomes impossible, a solution appropriate to the situation.

Any significant substitution requires the customer’s prior approval.

7. Prices

Prices displayed on the website or stated in a quotation correspond to the final price of the product or service, excluding delivery charges when they are not already included.

Delivery charges, installation costs, or any additional service are stated separately before final confirmation of the order.

No additional amount may be charged to the customer without prior information and consent.

Prices are stated in Moroccan dirhams unless otherwise indicated.

The wording “VAT included” will be used only when UTAMIA’s tax and administrative status allows it to be stated correctly.

8. Quotations

Unless otherwise stated, quotations issued by UTAMIA are valid for 15 days from their date of issue.

After this period, prices, material availability, timeframes, and other conditions may be revised.

Any order placed after the quotation expires requires new confirmation from UTAMIA.

The quotation may be accepted by:

  • the customer’s signature;
  • written confirmation by email;
  • clear confirmation via WhatsApp;
  • payment of the stated deposit.

The order becomes final when the quotation has been accepted and the required deposit has actually been received by UTAMIA.

9. Payment methods

The payment methods that may be offered are:

  • cash on delivery, when this option is available;
  • bank transfer;
  • payment by bank card, when it is actually enabled on the website;
  • payment of a deposit for customized orders or made-to-measure projects.

The methods actually available are shown to the customer before final confirmation of the order.

UTAMIA never asks the customer to send the full bank-card number by telephone, WhatsApp, or email.

10. Cash on delivery

For standard ready-to-ship products with a value less than or equal to 1,000 MAD, cash on delivery may be offered when this option is available in the relevant area.

For any order with a value greater than 1,000 MAD, UTAMIA reserves the right to request confirmation by telephone or WhatsApp before dispatch.

Depending on the order amount, city, volume, weight, nature of the product, or costs incurred, a deposit may be required before dispatch.

The amount and terms of this deposit are communicated to the customer before final confirmation.

11. Deposit for customized products

For customized or made-to-measure products, or products requiring the specific purchase of materials, a standard deposit of 30% of the total amount is required to confirm the order.

The deposit is paid after acceptance of the quotation.

If the customer cancels after accepting the quotation and paying the deposit, the deposit is non-refundable, particularly when assessment, procurement, or manufacturing has begun.

This rule does not apply when cancellation results from a breach attributable to UTAMIA or when a mandatory legal provision requires a different solution.

12. Payment of the balance

The remaining balance, generally equal to 70% of the total amount, is paid according to the conditions stated in the accepted quotation.

Unless otherwise agreed in writing, UTAMIA may require payment of the balance before delivery or final installation.

Depending on the nature and scale of the project, a different payment schedule may be agreed, including:

  • an interim payment as work progresses;
  • a payment before delivery;
  • the balance upon delivery;
  • the balance upon completion of installation.

Any specific arrangement must be stated in the quotation and accepted before manufacturing begins.

13. Start of manufacturing

The manufacturing timeframe begins only after:

  • acceptance of the quotation;
  • receipt of the 30% deposit;
  • final validation of the dimensions;
  • validation of the materials, colors, and finishes;
  • receipt of all information necessary to carry out the project.

Any delay by the customer in providing these elements postpones the start of the manufacturing timeframe.

14. Modification of a customized order

After acceptance of the quotation and payment of the deposit, any modification requested by the customer concerning, in particular:

  • dimensions;
  • the material;
  • the color;
  • the finish;
  • the design;
  • the accessories;
  • the equipment;
  • delivery;
  • installation;

must be accepted by UTAMIA.

This modification may result in a revision of the price, timeframe, delivery charges, or installation conditions.

It becomes applicable only after written confirmation of the new conditions in an amended quotation or a written agreement accepted by the customer.

15. Measurements and technical information

When measurements are taken on site by UTAMIA, UTAMIA assumes responsibility for their accuracy within the scope of the accepted project.

When dimensions, plans, or technical information are provided by the customer, the customer remains responsible for their accuracy and compatibility with the installation site.

Any error resulting from inaccurate measurements or information provided by the customer may result in:

  • a change in price;
  • additional time;
  • a modification of the product;
  • or charges for additional work or materials.

16. Preparation, manufacturing, and delivery timeframes

Ready-to-ship products

The indicative preparation and delivery timeframe is generally 2 to 5 business days, subject to:

  • actual product availability;
  • confirmation of the order;
  • the destination city;
  • the carrier’s conditions;
  • circumstances beyond UTAMIA’s control.

Customized products and made-to-measure projects

The timeframe is determined after assessment of the project and specified in the quotation.

As an indication, it may range from 10 to 30 business days, or longer for large or complex projects or those requiring special materials.

The stated timeframes begin only after all the conditions set out in Article 13 have been met.

17. Delivery charges

Delivery charges are calculated according to:

  • the destination city;
  • the volume;
  • the weight;
  • the nature of the product;
  • handling conditions;
  • any access difficulties.

The delivery charge is communicated to the customer before final confirmation of the order.

For customized, heavy, or bulky products, transport conditions are specified in the quotation.

18. Installation

For small products, installation is not included unless it is expressly provided for and charged in the quotation or order confirmation.

For major projects, including kitchens, dressing rooms, and made-to-measure furniture, installation, travel, and intervention conditions are defined in the accepted quotation.

No installation service is considered included unless it is clearly stated in the quotation.

19. Installation-site conditions

For any installation service, the customer must ensure access to the intervention site under normal and safe conditions.

The relevant area must be sufficiently clear and ready for installation.

The customer must report any known constraint in advance, including:

  • the condition of walls or floors;
  • the presence of water, electricity, or gas networks;
  • access difficulties;
  • stairs or restricted dimensions;
  • building access restrictions;
  • co-ownership or building rules;
  • any particular feature of the worksite.

When installation requires an electricity supply, water point, or another technical condition, these must be available at the agreed time unless otherwise provided in the quotation.

The customer, or a person expressly designated, must be present at the beginning and end of the intervention.

Any delay, additional travel, or inability to intervene resulting from an unprepared site or undisclosed information may result in postponement and additional charges after the customer has been informed.

20. Acceptance of the product or project

Upon delivery or at the end of installation, the customer is invited to check:

  • the apparent condition of the product;
  • its general conformity with the order;
  • the items delivered;
  • the items installed;
  • any visible damage.

Any reservation relating to visible damage, a missing item, or apparent non-conformity must be reported at the time of receipt and, where possible, recorded on the delivery note, receipt, or acceptance report.

The signature confirms receipt or completion of the intervention, subject to any observations expressly stated.

The absence of an immediate reservation does not deprive the customer of the right to report later a manufacturing defect or non-conformity that could not reasonably have been detected upon delivery.

21. Right to return standard products

For standard ready-to-ship products, the customer may request a return within 7 days from receipt, subject to applicable legal provisions.

The product must:

  • not have been used;
  • not have been assembled or installed;
  • not have been modified;
  • not be damaged;
  • be complete;
  • be returned in its original condition and, where applicable, original packaging.

Return costs are borne by the customer when the product is compliant and the return results from a simple change of mind.

Subject to mandatory legal provisions, the right of return does not apply to products:

  • manufactured to the customer’s specifications;
  • customized;
  • cut to measure;
  • engraved;
  • modified at the customer’s request;
  • adapted to specific dimensions;
  • whose manufacture was specially ordered.

A seven-day right of withdrawal exists in certain distance-selling cases, but it may be subject to exceptions provided for by applicable law.

22. Unjustified refusal upon delivery

In the event of unjustified refusal of a confirmed order upon delivery, UTAMIA may refuse cash on delivery for any future order placed by the same customer.

Any new order may then be subject to advance payment or a deposit.

This provision does not apply when the refusal results from an apparent defect, damage, an order error, or another confirmed legitimate reason.

23. Defects, damage, and non-conformity

UTAMIA reviews any claim relating to:

  • a manufacturing defect;
  • damage noted upon delivery;
  • a product different from the order;
  • non-conformity with the accepted quotation.

When the defect is confirmed and attributable to UTAMIA, an appropriate solution is offered depending on the situation:

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

The warranty does not cover damage resulting in particular from:

  • improper use;
  • assembly carried out by an unauthorized person;
  • impact, dropping, or improper moving;
  • abnormal exposure to water or humidity;
  • excessive exposure to heat or sunlight;
  • a modification made by the customer or a third party;
  • normal wear and tear;
  • failure to follow care instructions;
  • a defect in the building or support not attributable to UTAMIA.

Any additional commercial warranty, its duration, and its conditions must be specified in the product sheet, quotation, or order confirmation.

24. Delivery-related claims

Any visible damage related to transport or delivery must be reported to UTAMIA within 48 hours following receipt.

The claim should, where possible, contain:

  • the order or quotation number;
  • a precise description of the problem;
  • clear photographs;
  • a video where this may facilitate review.

For a manufacturing defect not immediately visible, the customer must inform UTAMIA as soon as it is discovered.

25. Return costs in the event of a defect

When the return results from:

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

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

When the product is compliant and the return results from a change of mind, the costs remain the customer’s responsibility.

The customer must not return a product without first receiving instructions from UTAMIA.

26. Delays beyond UTAMIA’s control

UTAMIA cannot be held liable for a delay or temporary inability to perform resulting from an event beyond its control that it could not reasonably foresee or avoid.

This may include, in particular:

  • an exceptional supply delay;
  • unexpected unavailability of a material or accessory;
  • a transport disruption;
  • weather conditions preventing delivery or installation;
  • a major breakdown affecting the workshop;
  • an administrative decision;
  • difficulty accessing the intervention site.

Also excluded from the initial timeframe are delays resulting from:

  • late validation by the customer;
  • missing information or measurements;
  • a modification requested after acceptance;
  • a payment not made on the agreed date;
  • an intervention site that is not ready.

UTAMIA informs the customer as soon as possible and provides a new estimate.

27. Force majeure

In the event of force majeure or an exceptional event beyond UTAMIA’s control, performance of the order may be suspended for the duration of the event.

This may include, in particular:

  • natural disasters;
  • fires or floods;
  • general strikes;
  • administrative decisions;
  • major transport interruptions;
  • exceptional shortages;
  • conflicts or serious disturbances;
  • major breakdowns;
  • any unforeseeable event that cannot reasonably be avoided.

UTAMIA informs the customer of the situation and its foreseeable consequences.

If the impediment continues and makes performance impossible or unreasonable, the parties seek an appropriate solution, including postponement, modification, or cancellation of the order.

28. Plans, sketches, and intellectual property

Plans, sketches, renderings, technical drawings, design proposals, study documents, and other creations produced by UTAMIA remain UTAMIA’s intellectual property unless otherwise agreed in writing.

The customer is authorized to view and use them only within the scope of the project entrusted to UTAMIA.

They may not be reproduced, transmitted to a third party, modified, or used to have the project carried out by another provider without prior written authorization.

When the customer has paid separately for a study or design, the granted usage rights must be specified in the quotation or a separate written agreement.

Logos, drawings, trademarks, or creations provided by the customer remain the customer’s responsibility. The customer guarantees having the rights necessary to authorize their use.

29. Photographs of completed work

UTAMIA may photograph or film a completed product or project only with the customer’s prior consent.

No image that identifies the customer, their address, home, or any other personal information will be published without express authorization.

The customer may refuse the use of images for presentation, portfolio, website, or social-media purposes without this refusal affecting performance of the order.

30. Personal data

The data provided is used to:

  • respond to requests;
  • prepare quotations;
  • confirm orders;
  • ensure delivery;
  • track payments;
  • manage claims;
  • ensure the operation and security of the website.

The processing of personal data is detailed in the website’s Privacy Policy.

Websites collecting, in particular, names, addresses, emails, or telephone numbers are subject to Moroccan Law No. 09-08 and must respect the principles of purpose limitation, proportionality, information, and security. The CNDP also indicates that processing implemented on a website must in principle be notified under the applicable regime.

Contact regarding personal data:

utamiabois@gmail.com

No CNDP declaration or authorization number will be displayed until it has actually been obtained.

31. Confirmation and receipts

After an order is confirmed, UTAMIA may provide or send the customer a confirmation setting out the essential agreed elements.

Any payment of a deposit or balance may be evidenced by a receipt stating:

  • the amount received;
  • the payment date;
  • the quotation or order reference;
  • the payment method;
  • the remaining balance, where applicable.

The documents provided must correspond to the amounts actually agreed and received.

32. Customer service and amicable settlement

In the event of difficulty, a claim, or disagreement, the customer is encouraged to contact UTAMIA first in order to seek an amicable solution.

Claims may be sent to:

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

The customer must provide the information useful for reviewing the request, including:

  • the order or quotation number;
  • a precise description of the problem;
  • useful photographs or documents.

UTAMIA reviews the claim and proposes an appropriate solution depending on the situation.

33. Applicable law and disputes

These Terms are governed by Moroccan law.

In the event of a dispute not resolved amicably, each party retains the right to refer the matter to the competent authorities or courts in accordance with applicable legal rules.

No provision of these Terms may remove a mandatory right granted to the consumer by applicable law.

34. Changes to the Terms

UTAMIA may amend these Terms to take into account:

  • changes in its activity;
  • new products or services;
  • new payment methods;
  • new delivery conditions;
  • regulatory developments.

The version applicable to an order is the version in force on the date the order was confirmed.

Any subsequent amendment does not apply retroactively to orders already confirmed, unless the parties agree in writing or a legal obligation requires otherwise.