Refund policy

Return, Refund & Pricing Policy

Our Made-to-Order Commitment

At My Moroccan Tile, every piece is handcrafted to order by master artisans in Fez, Morocco. Once your order enters production, our artisan partners dedicate their time, skill, and centuries-old techniques to creating tiles made exclusively for your project.
Because of this bespoke process, all sales are final once production begins, and we do not offer refunds or returns on completed orders.

Pricing & Terms

Investment & Pricing Structure

All pricing reflects Ex-Factory Morocco valuation, honoring the artisan craftsmanship at its source.
Your investment covers the creation of your tiles by master artisans in Fez. Prices do not include:
  • Shipping and freight
  • Insurance
  • Packing and handling fees
  • Customs clearance
  • Import duties at destination
  • Local taxes
The client/consignee is fully responsible for all taxes and duties.

Payment Terms

Automated shipping rates are calculated at checkout. Shipping arrangements can also be coordinated upon request, but all costs and responsibilities for freight, customs clearance, duties, and local taxes remain with the buyer/consignee.

Delivery Responsibility

Once a shipment has been dispatched and tracking is provided, the client is responsible for coordinating directly with the carrier (typically FedEx) regarding customs clearance and final delivery.
If shipment delivery is missed, refused, or denied by the client, the client remains responsible for all costs incurred, including:
  • Original shipping charges
  • Carrier storage fees
  • Return freight back to the factory in Morocco
  • Any additional re-shipping fees

Finality of Sale

As all products are handmade to order, sales are final and non-refundable once production has begun.
Any variations in color, size, or texture are inherent to handmade tile and are considered part of its unique character, not defects.

Non-Returnable Items

The following items are made to order and non-refundable:
  • Zellij tiles
  • Mosaic tiles
  • Hand-painted tiles
  • Terracotta tiles
  • Mosaic tables
  • Wall fountains
  • Mosaic borders
  • Custom or bespoke commissions
  • Free shipping or promotional items
This policy honors the investment of time and craftsmanship by our artisan partners and protects the integrity of the made-to-order model.

Order Samples First

We strongly encourage you to order samples before committing to a full project. Samples allow you to:
  • Experience the texture, color, and finish in person
  • Test compatibility with your design palette
  • Confirm installation requirements
  • Make confident decisions before production begins
Sample orders are available for most collections and typically arrive within 7–12 business days.
30% of our sample customers proceed to full projects—we're confident you'll love the quality and authenticity of our tiles.

Cancellations

Before Production Begins

If you need to cancel your order before production has started, please contact us immediately at sales@mymoroccantile.com.
  • We will assess whether production has begun
  • If production has not started, we may be able to issue a refund minus a processing fee
  • Once artisans have begun crafting your tiles, the order cannot be cancelled

After Production Begins

Once production is underway, cancellations are not accepted and no refund will be issued. Your tiles are being handcrafted specifically for your project and cannot be resold.

The Beauty of Handmade

Our tiles are created by hand using traditional methods passed down through generations. As a result:

Natural Variations Are Expected

  • Color variation: Natural clay and mineral glazes produce unique tones in every batch
  • Size variation: Hand-cut tiles may vary slightly in dimension (typically ±2mm)
  • Texture variation: Surface finish, glaze thickness, and sheen will vary between tiles
  • Shape variation: Edges and corners reflect the artisan's hand, not machine precision
These variations are not defects—they are the signature of authentic craftsmanship and part of what makes each tile irreplaceable.

Not Considered Defects

The following characteristics are inherent to handmade tile and are not eligible for return or replacement:
  • Minor chips or edge imperfections
  • Small dents or surface irregularities
  • Natural color gradation within a tile or between tiles
  • Slight warping or curvature (common in terracotta)
  • Glaze pinholes, crackling, or texture variation
  • Differences between sample tiles and production batches
We recommend ordering 5–10% extra to account for these natural variations, installation cuts, and potential breakage.

Damage During Transit

While we take exceptional care in packing your tiles, damage can occasionally occur during international shipping.

Reporting Damage

All damage claims must be reported within 24 hours of delivery.
Visible Damage (upon delivery):
  1. Do not accept the shipment if packaging is visibly damaged
  2. Note the damage on the delivery receipt in the carrier's presence
  3. Notify the carrier immediately
  4. Contact us at sales@mymoroccantile.com with photos
Concealed Damage (discovered after delivery):
  1. Take clear, detailed photos of the packaging and damaged tiles
  2. Keep all original packing materials—do not discard
  3. Contact the carrier immediately to file a claim
  4. Email us at sales@mymoroccantile.com within 24 hours with:
    • Order number
    • Photos of damage
    • Photos of packaging
    • Description of the issue

Damage Threshold & Claim Guidelines

Claims for damage affecting less than 5% of your total order will not be accepted.
Minor breakage is expected with handmade tile transit. This is why we strongly recommend ordering at least 5–10% extra beyond your calculated project needs.
Chips, minor dents, scratches, and natural color variations are not considered damages. These are part of the handmade character of Moroccan tiles.
The acceptability of all claims is determined at the sole discretion of My Moroccan Tile.

Replacement Process

If your damage claim is accepted at our sole discretion, we will:
  1. Reproduce the damaged tiles in our Fez workshop
  2. Ship replacements to you at no additional charge
  3. Use the same shipping method as your original order
Replacement timelines follow standard production schedules (2–4 weeks production + transit time).

Incorrect Orders

Our Error

If we ship the wrong product due to an error on our part:
  • Contact us immediately at sales@mymoroccantile.com
  • Provide your order number and photos of the incorrect items
  • We will arrange for the correct tiles to be produced and shipped at no cost to you

Your Error

If you ordered the incorrect product, color, size, or quantity:
  • Orders cannot be changed once production begins
  • We recommend reviewing your order carefully before confirming
  • Order samples first to ensure accuracy
  • Consult with your designer or contractor before finalizing large orders
We are not responsible for orders placed incorrectly and cannot offer refunds or exchanges in these cases.

Defective Tiles

In the rare event that tiles arrive with manufacturing defects (not natural handmade variation):
  1. Contact us within 24 hours of delivery
  2. Provide clear photos showing the defect
  3. Keep tiles in original packaging
  4. Email sales@mymoroccantile.com with your order number
We will review your claim and, if accepted, produce and ship replacement tiles at no charge.
Manufacturing defects do not include:
  • Natural color, size, or texture variation
  • Minor surface irregularities
  • Glaze characteristics typical of handmade tile

Post-Installation

No returns, refunds, or replacements are available once tiles have been installed.
Please inspect all tiles carefully before installation. Once tiles are set, cut, grouted, or adhered, they are considered accepted and cannot be returned for any reason.

Store Credit

In exceptional circumstances and at our sole discretion, we may offer store credit in lieu of a refund. Store credit:
  • Is valid for 12 months from issue date
  • Can be applied to future orders
  • Is non-transferable
  • Cannot be redeemed for cash

Questions or Concerns?

We're here to ensure your experience is exceptional from order to installation.
If you have questions about this policy or need assistance with an order, please contact us:
📧 sales@mymoroccantile.com
🌐 mymoroccantile.com
Our team will respond within 1–2 business days.

Final Notes

By placing an order with My Moroccan Tile, you acknowledge and accept:
  • All prices are Ex-Factory Morocco and do not include shipping, duties, taxes, or customs fees
  • All tiles are made to order and sales are final once production begins
  • You are responsible for all shipping costs, customs clearance, duties, and taxes
  • You are responsible for coordinating delivery and accepting shipments
  • Natural variation is inherent to handmade tile and is not a defect
  • You are responsible for ordering samples and verifying suitability before purchase
  • You are responsible for ordering sufficient quantities plus 5–10% extra
  • Damage claims under 5% will not be accepted
  • All claims are subject to review and acceptance at our sole discretion
Thank you for choosing to bring the artisan legacy of Fez into your space. We're honored to be part of your design journey.
My Moroccan Tile
Handcrafted in Fez. Timeless Everywhere.
2025