Terms of service

Online Medina offers you authentic Moroccan artisan creations, handcrafted to order and/or made to measure. We work with artisans certified by Morocco’s Ministry of Tourism, Handicrafts and Social and Solidarity Economy, respecting traditional craftsmanship.

Our mission is to support Moroccan artisans and offer you a clear, personal and carefully managed shopping experience. As a family business, we support you from ordering until you receive your piece.

Company identity

Company name : L&H Expressions SARL — Online Medina
RC : 623713 — ICE : 003457756000081
Address : Corner of boulevard Lalla Yacout and rue El Araar, Résidence Galis, building 9, 4th floor, apartment 17, 20000 Casablanca, Morocco
contact@onlinemedina.com

Scope

These terms apply to orders placed on Online Medina. Please take a moment to read them before ordering; our team is here to help. The version accepted when you place your order applies to that order and does not limit your statutory rights.

Products

• Handcrafted in Morocco: each piece is made by hand. Small variations in materials, shade or finish are part of its character, while remaining consistent with the product description.
• Made for your order: the artisan creates your piece after confirmation. Where it includes personalised dimensions, colours or patterns, it may be difficult to offer to another customer. We help you confirm these choices before production.
• Useful details: dimensions, materials, variants and included components appear on each product page. Please contact us before ordering if you have a question or would like a particular adaptation.

Images and handcrafted character

Our images help you discover the creations and imagine them in your home. To manage the presentation costs associated with a professional photographer’s services, some images are created or edited with artificial intelligence assistance, especially lifestyle scenes and plain-background views. They are designed to faithfully represent and showcase the product.

The images are illustrative; the settings, accessories and atmospheres shown are not contractual and are not included unless stated otherwise. The product description, selected options and any specifications agreed with you define your order. Using AI does not reduce our obligation to supply a conforming piece.

As each piece is handcrafted to order and/or made to measure, slight variations in shade, pattern or finish may occur. Dimensions may also vary by a few millimetres to a few centimetres, depending on the nature and size of the item. Tolerances stated on the product page or agreed with you take precedence; variations must remain proportionate and must not compromise the intended use or agreed essential characteristics. If an exact dimension is essential, please tell us before production.

Orders

Before confirming, please check your selection, any personalisation, delivery address and contact details. Your order summary shows the amount payable and your chosen payment method. Your order is confirmed once the card payment is validated or the bank transfer is received. We then support you through to delivery.

Prices

The selling price and any discounts are shown on the website. Delivery offered by Online Medina is included. Payment is collected in Moroccan dirhams (MAD); amounts displayed in other currencies are indicative. The MAD amount is specified before payment.

Import taxes and formalities

Depending on your destination, VAT or a local tax, customs duties and other mandatory levies may be due on import. Their application and amount depend on the destination country’s rules and the value and category of the goods.

These mandatory levies go to the competent public authorities of the destination country or its customs union. Neither Online Medina nor the artisans receive any share of them.

To simplify the process for you, our family business relies on its partnership with DHL. Acting as customs broker, DHL handles customs clearance and may advance duties and taxes due, including applicable VAT. When your parcel arrives in your country, DHL contacts you if amounts remain payable, to collect them before or upon delivery, together with any customs clearance and advancement service fees. These service fees remunerate DHL in its role as customs broker, rather than the transport covered by Online Medina. They are not taxes paid to the government.

Morocco has free trade agreements with many partners. These may reduce or remove certain customs duties when the origin requirements and necessary supporting documents are satisfied, without automatically exempting the shipment from VAT or other applicable charges.

For our customers receiving deliveries in the European Union: since 1 November 2026, a European handling fee of €2 per customs declaration line applies to online purchases imported directly for consumers. This does not necessarily mean €2 per parcel. Applicable VAT may be added. This public levy is separate from DHL’s service fees.

Unless stated otherwise when you order, import charges are not collected by Online Medina. The customs broker’s own fees vary according to the destination and the formalities required; we can help you find information before ordering. Delivery within Morocco is not an import.

Payment

You can pay by card through the secure Payzone Maroc platform or by bank transfer, according to the options offered at checkout. Accepted cards and any security steps are shown on the payment platform. Online Medina does not have access to your full card details.

All payments are collected in MAD. For a bank transfer, please follow the instructions provided for that payment method; your order is confirmed once the funds are received.

Delivery

Online Medina covers delivery to destinations offered at checkout. Your piece is dispatched from the artisan’s workshop in Morocco: a local carrier handles deliveries within Morocco, and DHL handles international deliveries through our partnership. Any import charges described below are separate from this covered transport.

Production times stated for certain products refer only to the artisan’s work and exclude transport. Transit time depends on your address, weekends and public holidays, weather conditions, customs formalities and the international situation. For international shipments, we have chosen DHL, a worldwide reference in transport. If an important date matters, please contact us before ordering to assess feasibility; we then help you track your shipment and resolve any difficulties, without limiting your rights.

Returns and refunds

A piece made for you

We are happy to help you choose suitable dimensions and finishes. For a piece made to your specifications or clearly personalised, the right of withdrawal may be excluded where the law provides for this. Production after ordering or selecting a standard option does not, by itself, establish that exception.

If there is a problem with your piece

We do not offer an additional commercial warranty. If you notice a problem, email contact@onlinemedina.com promptly with your order number and, if possible, photographs. We assess its cause and the appropriate solution: repair, replacement or refund, depending on the circumstances and applicable law.

Mandatory statutory guarantees still apply to defects for which we are responsible, including those that become apparent after the withdrawal period. They do not cover normal wear, natural ageing of materials or damage caused by impact, misuse, unsuitable care or alterations by the customer. Premature deterioration caused by a defect may, however, be covered. Each request is assessed with its supporting evidence and under the applicable legal rules of proof; it does not automatically entitle you to a return or refund.

Natural shades, hammering marks or small irregularities from handcrafting are not, on their own, defects when they match the description and do not affect safety or expected use. Handcrafted character does not remove our obligation to supply a conforming piece.

Returns and goodwill arrangements

Where a statutory right of withdrawal applies to your order, you may notify us of your decision within the period set by the applicable rules, without giving a reason. The starting date, any extensions and exceptions depend on the rules applicable to your circumstances and the product ordered.

You are responsible for return shipping costs. If a defect falls within our responsibility, you are not charged the costs necessary to remedy it. Other arrangements may be agreed in writing.

Where a return is required, the product must be sent back within the period applicable to your order. We explain the appropriate return address and arrangements, especially for bulky items; contact us before ordering for the expected return cost. You may notify us of a legally applicable withdrawal without prior authorisation.

Outside these rights and guarantees, we may consider a return, exchange for convenience or refund as an exceptional goodwill arrangement, agreed in writing. We will agree the solution, amount and any return or redelivery costs with you before proceeding.

Refunds in Moroccan dirhams

Whether required by law or offered as goodwill, refunds are made in Moroccan dirhams (MAD), the currency of the original payment, using the same payment method unless another arrangement is expressly agreed as permitted by law. Online Medina does not deduct refund fees from amounts legally owed.

If your account uses another currency, your bank or payment provider applies its exchange rate at the time of the refund. The amount credited in your currency may therefore be slightly higher or lower than the original debit. This exchange-rate variation does not change the MAD amount we must refund or your statutory rights.

If a refund is due, we process it without undue delay within the period required by the rules applicable to your order. Where a return is necessary and those rules allow it, we may wait until we receive the product or proof of its return shipment, whichever comes first. Amounts owed include any delivery costs that must be reimbursed under those rules. For a goodwill refund, the arrangements are agreed in writing.

Contact us by email

For any return, withdrawal or refund request, email contact@onlinemedina.com. Please give your order number, the product concerned and your request. We can then reply and provide appropriate instructions; do not send the product to the registered office without return instructions.

To exercise an applicable withdrawal right, simply state your decision clearly; no reason or particular wording is required. You may use the model form in our refund policy and email it to us.

Order cancellation

Please contact us promptly if you wish to change or cancel your order. We can generally do so before production starts. For a genuinely personalised piece already in production, cancellation for convenience is generally no longer possible, but we will still review your situation. This does not limit any applicable statutory withdrawal right or your rights concerning non-conformity, defects or failure to deliver.

Applicable law and disputes

These terms are governed by Moroccan law without depriving consumers of mandatory protections available in their country of residence where applicable. If a difficulty arises, please contact us so we can first seek an amicable solution. Jurisdiction is determined by the applicable rules; the reference to Moroccan law does not require you to waive legal remedies in your country.

Working with artisans

Online Medina is your contact for ordering, payment, tracking and after-sales support. We coordinate production and delivery with the artisans, who focus on their craft. The displayed retail prices are those offered by Online Medina.

Intellectual property

The content, photographs, videos and creations shown on the website are protected by their respective rights holders. Reproduction or use requires the relevant permission, except where permitted by law.

Data protection

Your data is processed to manage your order, arrange delivery, answer your enquiries and meet our legal obligations. Necessary information may be shared with relevant providers, including payment and transport services, in accordance with our privacy policy, which explains your rights.

Changes to these terms

We may update these terms to reflect changes in our activity or the law. The version accepted when your order is confirmed applies to that order; later updates do not change it retrospectively.

Contact

Our team is here to help with any question: contact@onlinemedina.com.

Updated: 2 November 2026