Returns and refunds policy

This policy explains the conditions under which a return or a refund can be requested for an order placed on sudbio.ma.

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1. Company information

Sud Bio — operated by Moroccan Touch
Legal form: SARL
Registered office: Casablanca, Morocco, BP 20240
RC: 31071 – IF: 15290314 – ICE: 000156398000052

Email: contact@sudbio.ma
Website: https://sudbio.ma

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2. Return eligibility

A return request can be made within 14 days of receiving the order.

To be accepted, items must be:

• unopened;
• unused;
• sealed;
• in their original packaging;
• in a resalable condition.

For hygiene, health and cosmetic-safety reasons, opened or used products cannot be returned or refunded.

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3. Non-returnable items

The following are not accepted for return:

• opened, tested or used products;
• packaging damaged after delivery;
• promotional products, samples or sale items (unless defective);
• products that were not purchased on sudbio.ma.

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4. Incorrect, damaged or defective product

If you receive an incorrect, damaged or defective item, contact us within 48 hours of delivery at:

contact@sudbio.ma

Please include:

• the order number;
• photos of the product and its packaging;
• a description of the problem.

After verification, we will proceed with replacement or refund at no additional cost.

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5. Return procedure

To return an item:

1. write to us at contact@sudbio.ma;
2. wait for our confirmation and return instructions;
3. ship the product in protected packaging, with tracking;
4. send us the tracking number.

A return sent without prior agreement may be refused.

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6. Return costs

Unless we are at fault or the product is defective:

• return-shipping costs remain the customer’s responsibility;
• the initial delivery costs are not refunded.

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7. Refunds

On receipt and after inspection of the item, we will let you know whether the refund is accepted or refused.

Once agreed, the refund is issued within 7 to 14 business days, via the payment method used at the time of the order:

• Payzone (card payment);
• PayPal.

The time for the refund to appear depends on your bank or card issuer.

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8. Lost return parcels

Sud Bio cannot be held responsible for a return parcel lost in transit. We strongly recommend a tracked shipment.

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9. Order cancellation

An order can only be cancelled if it has not yet been processed or shipped.

If it has already shipped, the standard return procedure applies.

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10. Customs duties (international orders)

Customs duties or taxes paid by the customer are not refundable, even if the order is returned.

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11. Contact

For any question about a return or a refund:

contact@sudbio.ma