General Conditions of Sale (GCS)

  1. Preamble

Online Medina is an online store dedicated to the promotion and export of authentic Moroccan handicrafts. We collaborate exclusively with artisans certified by the Ministry of Tourism, Handicrafts and Solidarity Economy of Morocco. Each product offered on our site is entirely handmade, guaranteeing our customers unique items made in accordance with ancestral traditions.

Our mission is to support Moroccan artisans while providing quality service to our customers. As a family startup, we take care of every step of the process, from ordering to delivery, to ensure a seamless shopping experience.

  1. Scope of Application

These T&Cs apply to all orders placed via the Online Medina website.

  1. Products

Online Medina aims to offer a varied range of Moroccan artisanal products, all handmade by artisans certified by the competent ministry.

  • Authenticity : The authenticity of each product, its artisanal manufacture in Morocco, is guaranteed by the certification of our artisans.
  • Customization : Some items can be customized according to customer specifications (dimensions, colors, patterns).
  • Availability : Due to the uniqueness of the products, availability may vary. The customer will be informed of the progress of his order.
  1. Orders

To place an order on Online Medina, it is necessary to create a customer account. The information provided must be accurate to ensure efficient management of the order and delivery.

  1. Price
  • Customs duties and VAT : The prices displayed on the site are EXCL. TAX (HT) , they do not include the VAT applicable in the country of destination, nor any customs duties. These costs are the responsibility of the customer and are generally collected by the carrier upon delivery. However, some countries, such as those in the European Union or the United States, benefit from free trade agreements with Morocco, which may allow an exemption from customs duties.
  • Pricing of artisans : Each artisan freely sets his price according to the work provided and the rarity of the materials used. This guarantees fair remuneration for their know-how.
  1. Payment

Payment is made exclusively online via PayPal. Other secure payment methods are under consideration.

  • Secure payment : All transactions go through encryption systems guaranteeing the confidentiality and security of personal and banking information.
  1. Delivery

Online Medina takes care of the entire process of tracking the manufacturing and delivery of your order, in coordination with the craftsmen. We take care of the logistics, reminders to the craftsmen if necessary, and management with the carriers to ensure secure international delivery.

  • Shipping costs : Shipping costs, calculated based on the weight, dimensions of the products and the final destination, are included in the price (excluding VAT) .
  • Delivery times : Delivery times vary depending on the product ordered and its destination. As products are made to order, the production time must be taken into account.
  1. Returns and Refunds

Due to the handmade nature of the products, returns are not accepted, except in the case of a manufacturing defect . If a defect is found, we will cover the return and replacement costs.

A manufacturing defect is defined as an imperfection that prevents the product from adequately performing its function, or that significantly compromises its appearance, and that is not a normal or expected characteristic of the craft manufacturing process.

The characteristics inherent in the artisanal manufacturing process, such as:

  • Natural variations in texture, color or pattern in the materials used (such as wood, leather, textiles, ceramics, etc.).
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  • Knots or growths resulting from the starting or finishing of the product (as in basketry, weaving, or pottery).
  • Hammer marks in metalwork, or natural irregularities in wood or stone carving, or any other variation inherent in handcrafted work that does not affect the quality or integrity of the product, will not be considered manufacturing defects.

    • These characteristics reflect authenticity and craftsmanship.

    For any other case of return accepted exceptionally, the return costs will be borne by the customer. We encourage you to carefully check all the details (dimensions, colors, materials) before finalizing your order.

    1. Relations with Artisans

    Online Medina actively supports Moroccan artisans by managing the logistics and international sales of their products. Online Medina takes care of all transport operations, order tracking and customer relationship management. Artisans focus solely on their art and productions and set their own prices.

    1. Intellectual Property

    All content on the site (texts, images, videos) are the property of Online Medina and are protected by copyright. Any partial or total reproduction is strictly prohibited without prior authorization.

    1. Data Protection

    Online Medina respects the confidentiality of its customers' personal data. The information collected is used only for order management and will not be disclosed to third parties without the customer's explicit consent.

    1. Changes to the T&Cs

    Online Medina reserves the right to modify these T&Cs at any time. Customers will be informed of significant changes, and it is recommended to consult this page regularly.

    1. Contact us

    If you have any questions or concerns regarding these T&Cs, please do not hesitate to contact us by email “contact@onlinemedina.com” or via the means of communication indicated on our site.