Returns and Refunds Policy

Last updated: October 2026

We want you to be fully satisfied with your purchase. Because custom pieces are built specifically for you, our return and cancellation terms differ depending on the type of order. Please read the section that applies to you below.

Standard (In-Stock) Products

Returns

If you're not satisfied with a standard, in-stock item, you may request a return within 30 days of delivery. To qualify, the item must be unused, in its original packaging, and free of installation marks.

  • Email contact@metalworksmorocco.com with your order number and reason for return.
  • We will confirm your return within 12 to 24 business hours and provide shipping instructions.
  • Once we receive and inspect the item, your refund will be processed within 5 to 7 business days to your original payment method.
  • Return shipping costs are the customer's responsibility unless the item arrived damaged or defective.

Cancellations

Standard orders can be cancelled free of charge within 24 hours of purchase, as long as the order has not yet shipped. After 24 hours, please follow the return process above once the item arrives.

Custom Orders

Custom pieces are made to order, by hand, specifically for you. Production begins only after full payment is received. Because of this, custom orders follow different terms than standard products.

Cancellations

  • You may cancel a custom order for a full refund within 24 hours of placing it, before production begins.
  • Once production has started, custom orders cannot be cancelled or refunded, as materials and artisan time are committed to your piece.

Returns

  • Custom orders are final sale and not eligible for return once completed, since each piece is built to your specific dimensions and finish.
  • If your custom piece arrives damaged or with a manufacturing defect, we will repair, replace, or refund it at no cost to you. See the Damaged & Defective Items section below.

Damaged or Defective Items

If your order (standard or custom) arrives damaged or with a defect, please contact us within 7 days of delivery:

  1. Email contact@metalworksmorocco.com with your order number and clear photos of the damage or defect.
  2. We will respond within 12 to 24 business hours with a resolution: repair, replacement, or full refund, at your choice.
  3. We cover all shipping costs related to resolving damaged or defective items.

Exchanges

We currently do not offer direct exchanges. If you'd like a different finish, size, or style, please request a return (for standard items) or contact us before production begins (for custom items), and place a new order for the piece you'd like instead.

Need Help?

Our team typically responds within 12 to 24 business hours. For any question about your order, return, or a custom piece, reach out and we'll take care of it.

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