Kaftanoza's Sales, Shipping, and Return Policy

Preamble: The Commitment to Craftsmanship

Each Kaftanoza piece is a unique work of art, handcrafted in Morocco. Our creations are made with passion following each order. By purchasing from our site, you acknowledge and accept the unique nature of our handmade products and unreservedly agree to the clear and precise terms of our sales policy.

Article 1: Order Processing and Crafting

1.1. Creation Process: Your order initiates an artisanal crafting process.

1.2. Processing Time: The crafting and preparation time for your order is a maximum of 10 business days before shipment.

1.3. Acceptance of Delay: Placing an order constitutes a firm acceptance of this processing time.

Article 2: Customer's Responsibility for Size Selection

2.1. Sizing Guide: We provide a detailed sizing guide on each product page. It is the customer's sole responsibility to consult this guide and select the appropriate size.

2.2. Disclaimer of Liability: Kaftanoza shall not be held responsible for an incorrect size selection by the customer.

2.3. No-Return Clause for Sizing Errors: In accordance with Article 5, no request for a return, exchange, or refund will be accepted if the item does not fit due to a sizing error made by the customer.

Article 3: The Unique Nature of Handmade Pieces

3.1. Variations and Authenticity: Our items are handmade. Therefore, slight variations in color, embroidery, or texture from the product photographs are inherent to the creation process and serve as a mark of authenticity.

3.2. Acceptance of Variations: These minor variations are not considered defects and cannot be used as a basis for a "not as described" claim.

Article 4: Shipping and Delivery (from Morocco)

4.1. Shipping Method: To ensure speed and security, all orders are shipped via an international express courier with tracking (e.g., DHL, FedEx).

4.2. Estimated Delivery Time: Our goal is a worldwide delivery within an estimated 3 business days after shipment. This is an estimate provided by the courier and may vary depending on the destination country's customs procedures, which are beyond our control.

4.3. Customs, Duties, and Taxes: The customer is solely responsible for all customs fees, duties, and import taxes that may be applied by their country. Refusal to pay these fees does not constitute grounds for a refund.

Article 5: Conditional Return and Refund Policy

5.1. Conditions for Return Acceptance: A return request will only be considered under the following two (2) circumstances, and must be made within 48 hours of receipt (as proven by tracking):

• A) Error on our part: The item received is demonstrably different from the one ordered (wrong model, wrong color).
• B) Major structural damage: The item has a significant manufacturing defect that renders it unusable (e.g., a large tear, a main seam undone).

5.2. Exclusions: The following are NOT valid reasons for a return: customer's sizing error, change of mind, minor variations in color or embroidery.

5.3. Mandatory Claim Procedure:

• For any claim, contact contact@kaftanoza.com within 48 hours with your order number.
• The claim must include clear and unequivocal video and photographic evidence of the issue (an unboxing video is highly recommended).
• Our team will evaluate the evidence. Any claim without proof or submitted after the deadline will be denied.

5.4. Refund Modalities (if approved):

• Partial Refund: May be offered if the customer wishes to keep an item with a proven minor defect.
• Full Refund: Will be processed (excluding original shipping costs) only after the returned item has been received and inspected. The item must be unworn, unwashed, and in its original condition. Return shipping costs are the customer's responsibility.