Conditions of use

Preamble

Online Medina is an e-commerce platform dedicated to promoting and exporting authentic Moroccan craftsmanship. We work exclusively with artisans certified by the Moroccan Ministry of Tourism, Handicrafts, and Social and Solidarity Economy. Each product is handmade, ensuring unique pieces that respect ancestral traditions.

Our mission is to support Moroccan artisans while offering our customers a smooth, transparent, and high-quality shopping experience. As a family-run startup, we oversee the entire process — from order to delivery — in over 220 countries.

Company Information

Legal name: L&H Expressions
Address: Bd Lalla YACOUT and rue El ARAAR, Building 9, 4th floor, Apt 17, Résidence GALIS, 20250 Casablanca, Morocco
Email: contact@onlinemedina.com

Scope of Application

These Terms and Conditions (T&Cs) apply to all orders placed through the Online Medina website.

Products

  • Authenticity: All products are handmade by certified Moroccan artisans.
  • Customization: Some items can be tailored to the customer's specifications (size, color, patterns).
  • Availability: Due to the uniqueness of each creation, availability may vary. Customers will be informed of their order status.

Orders

The information provided by the customer at the time of ordering must be accurate to ensure proper logistical management and efficient processing.

Pricing

  • All prices are listed in Moroccan dirhams (MAD), excluding taxes.
  • The VAT applicable in the destination country, as well as any customs duties, are the customer’s responsibility and must be paid directly to the carrier upon delivery.
  • Online Medina does not collect VAT for foreign countries; this process is handled by the carrier in accordance with local laws.
  • Some countries benefit from free trade agreements with Morocco, which may reduce or eliminate customs duties.
  • Customs clearance fees may be charged by the carrier (on average 1.8% of the parcel’s value, with a minimum of €20).
  • Prices are freely set by the artisans themselves based on the complexity of the work and materials used.

Payment

Payments are made exclusively online. Currently, only the PayPal gateway is active. Integration of new payment options (bank cards) is in progress.

  • All transactions are secured using encryption systems to ensure data confidentiality.
  • Orders are confirmed only after full payment has been validated.

Shipping

  • Shipping fees: Free, regardless of destination country.
  • Carrier: All deliveries are handled by our logistics partner DHL, in over 220 countries.
  • Lead times: Delivery times vary based on the product’s complexity and destination. Regular tracking is provided until delivery.
  • Customs clearance: The carrier (e.g., DHL) contacts the customer upon parcel arrival to settle VAT and complete customs procedures.

Right of Withdrawal, Returns and Refunds

All our products are made-to-order, exclusively for the client — including so-called “standard” formats. These items are not in stock or available off the shelf. Due to their specific size, finish, color, or design, resale by the artisan would be impossible or extremely difficult. For this reason, withdrawals and returns are, by principle, not accepted.

Definition of a manufacturing defect: a flaw that prevents the product from functioning properly or significantly affects its appearance, and is not part of the expected characteristics of handmade work.

Not considered defects:

  • Natural variations in texture, color, or pattern in the materials (wood, leather, fabric, ceramics, etc.).
  • Knots, slight bumps, or marks due to finishing (weaving, pottery, basketry, etc.).
  • Hammering marks on metal, uneven wood or stone carving, or any other irregularity inherent to manual craftsmanship that does not affect the product’s usability or quality.

These traits are an integral part of the authenticity and charm of handmade objects. They reflect the artisan's know-how and make each piece truly unique.

If a manufacturing defect is proven, Online Medina will cover return and replacement costs, provided the issue is reported within 14 days of delivery and supported by photographic evidence.

In any other case of exceptional return (not due to a defect), return and re-shipping costs will be entirely borne by the customer.

We encourage you to double-check all details (dimensions, colors, materials) before confirming your order.

All return requests must be made by email to contact@onlinemedina.com so we can evaluate the situation and explain the procedure.

Order Cancellation

Orders may be canceled only if production has not yet started. Once in progress, no refunds can be issued — except in the case of proven defects.

Applicable Law in Case of Dispute

These T&Cs are governed by Moroccan law. In case of dispute, an amicable solution will be sought first. Failing that, the courts of Casablanca shall have sole jurisdiction.

Relationship with Artisans

Online Medina handles customer relations, logistics, and distribution. Artisans focus exclusively on creation. They set their prices independently.

Intellectual Property

All content on the site (texts, photos, videos, product descriptions) is the exclusive property of Online Medina. Unauthorized reproduction is strictly forbidden.

Data Protection

Customer data is collected only for order processing. Online Medina does not share information with third parties without explicit consent.

Modifications to the Terms

Online Medina reserves the right to update these T&Cs at any time. Clients will be informed of any major changes before they take effect.

Contact

If you have any questions, please write to: contact@onlinemedina.com