ECOLAM Refund Policy

You have the option to request a full or partial refund for eligible products within 5 days from the delivery date.

A refund can be requested for retraction or if you receive a non-conforming, damaged, broken, defective, or missing accessory product.

Certain products are not eligible for a refund due to retraction. Please inquire before confirming your order. In case of doubt, you can contact our customer service.

Categories & Subcategories not eligible for a refund:

• COMPUTERS & GAMING: Components, spare parts / Products with open blister packaging
• TELEPHONY AND CONNECTED OBJECTS: Products with open blister packaging
• HOME - KITCHEN - DECOR: Oils and fluids
• BEAUTY - HEALTH: Accessory (brushes, brushes, etc.) / Product (Perfume, Gel, oil, cream, mask, etc.) / Products with open blister packaging
• CLOTHING - LINGERIE: Lingerie - Beach - Pool
• DIY - GARDEN - PET SHOP: Oils and fluids / Pet Shop: Food
• BOOKSTORE: Entire category
• LOCAL PRODUCTS: Entire category

Return and Refund Process:

• Initial verification by our customer service to check eligibility for return and refund.
• Free product retrieval by a carrier.
• Control in our warehouses before confirming the validity of the return and proceeding with the refund.
• Validation of the return and refund or rejection of the argued refund request.

Refund will be made to the card for credit card payments, via a coupon usable on marjanemall, or in cash via Wafacash transfer for cash on delivery payments. Initial shipping costs remain the responsibility of the customer in case of retraction.

Returned products must be in their original condition with all accessories, including the original packaging. Seals and labels must be intact to accept the return.

The return is organized, and a delivery person will contact you to schedule the pickup of the package. Three attempts will be made. Ensure the package is well-packed and sealed in the original packaging or another packaging (carton, bag).

Return Cost: According to our terms and conditions of sale, return costs vary:

• If you retract, the costs are at your expense.
• However, if the received item does not conform to your order, the return is free.

After physical verification of the returned product by our teams to ensure its condition, if the refund is not accepted, the shipping costs for returning the product to the customer are at their expense.

If the customer does not wish to pay the shipping costs, they can request to retrieve the product without charge at the marjanemall warehouse located at SNTL, Mohammedia industrial zone.

Return Deadlines:

• Retraction: 5 days for all products regardless of the shipping country.
• Defective product: 5 days for all products, with notification within 48 hours of receipt.

Refund Methods and Timeframes: From the day you made your return request, the quality evaluation process may take up to 8 days for Casablanca. You will receive an email once this process is complete.

When we issue a refund, it can take two forms depending on the chosen payment method during your order:

• If payment was made by credit card, we credit the credit card used to pay the order with the refund amount.
• If payment was made on delivery, you will receive a message from our provider bank with a code for the collection of your refund at the nearest agency.

Checking your refunds and other information related to the refund: For any information regarding the status of your refund, a non-received refund, or an incomplete refund, our customer service advisors are always available to provide you with all necessary information. Feel free to contact us.

You can also use our form available on your customer space to report any issues related to your refund. We will take care of your request, and one of our advisors will contact you to address your request.

Note: This refund policy is subject to change. Please regularly check the page for updates.