Conditions of use

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 et rue El ARAAR imm 9, 4ème étage Appt 17 Résidence GALIS, 20250 Casablanca, Maroc
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

Payment is made exclusively online via the secure Payzone Maroc platform. Accepted cards are: Visa, Mastercard and Maestro. All transactions are protected by the 3D Secure protocol.

  • Orders are confirmed only after full payment validation.
  • Online Medina never has access to customers’ banking data; processing is handled by Payzone.
  • All payments are collected in Moroccan dirhams (MAD).

Shipping

  • Shipping fees: Free, regardless of the destination country.
  • Transport: Deliveries are handled by our partner DHL, in more than 220 countries.
  • Delivery times: Times vary depending on the complexity of the product’s manufacturing and the destination. Regular tracking is provided until delivery.
  • Customs clearance: DHL contacts the customer upon arrival of the package to settle VAT and complete customs clearance.

Returns and Refunds

Summary of Return and Exchange Conditions

Because all our items are handcrafted exclusively to order, returns are generally not possible. However, the following situations are covered:

    • Defective product: if a manufacturing defect is identified, we accept the return of the item. The request must be submitted within 14 days after delivery and include clear photos. In this case, Online Medina covers all return and replacement shipping costs.
    • Exceptional cases: outside of a confirmed manufacturing defect, a return or exchange may be accepted on an exceptional basis, after written approval from Online Medina. In such cases, all return and reshipping costs are entirely at the customer’s expense.
    • Exchanges: Not accepted.
      Due to the artisanal and made-to-order nature of all items, no identical product exists in stock. Therefore, exchanges are not accepted.

For any return or exchange request, please contact us first at contact@onlinemedina.com so we can review your situation and provide the appropriate procedure.

Detailed Information

All our products are made exclusively for the customer, upon order — including so-called “standard” formats. They are not kept in stock or available “off the shelf.” Due to their size, finishes, colors or specific motifs, artisans are generally unable to resell them. For this reason, returns are, in principle, not possible. We encourage you to contact us for any clarification before placing an order.

A manufacturing defect is defined as an imperfection that prevents the item from functioning properly or significantly affects its appearance, and that does not fall within the normal characteristics of handmade craftsmanship.

The following are not considered defects:

    • Natural variations in texture, color, or patterns in materials (wood, leather, textiles, ceramics, etc.).
    • Natural knots, small irregularities or marks resulting from manual techniques (basket weaving, hand-loom weaving, pottery shaping, etc.).
    • Hammer marks on metal, irregularities in wood or stone carving, or any other variations inherent to handcrafted work that do not affect function or quality.

These elements are part of the charm and authenticity of handmade items. They reflect the artisan’s skill and make each piece unique.

If a manufacturing defect is confirmed, Online Medina covers all return and replacement shipping costs, provided the request is submitted within 14 days after delivery and includes photographic evidence.

In any other situation accepted exceptionally (outside of a proven defect), return and reshipping costs are fully borne by the customer.

Please carefully check all product details (dimensions, colors, materials) before completing your purchase.

All requests must be submitted by email to contact@onlinemedina.com so we can assess your situation and guide you through the process.

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