This policy applies to purchases from Marlyve LTD, trading as Palmeraies. Contact support@palmeraies.store or +212708203017 with your order number before returning an item. Return address: CM Unite 5 No 75, Marrakech 40000, Morocco. This is separate from the UK registered office.

Change-of-mind returns

For eligible non-custom items, notify us within 30 days of delivery that you wish to return the item. We will provide return instructions. Please pack the item securely, preferably using the original protective packaging, and return it without unnecessary delay. Customers pay direct return shipping for a change-of-mind return. Any import duties or taxes paid to an authority are subject to that authority’s rules; we cannot promise their recovery.

You may inspect an item as you would in a shop. Any permitted deduction for handling beyond what is necessary to establish the item’s nature, characteristics and functioning will be explained. Original packaging is helpful for safe transit and is not an absolute condition of statutory rights.

Custom and personalized items

We do not accept change-of-mind returns of personalized products or goods made to your individual specifications. This exception does not apply to goods that arrive damaged, are faulty, are incorrectly supplied or do not match the agreed specifications. Contact us promptly if you wish to cancel a custom order so we can confirm its production status and the options available.

Damaged, faulty or incorrect items

Please inspect your delivery and report a problem promptly, with photographs of the item and packaging where possible. Reporting within 48 hours helps us investigate transit damage, but it does not limit your statutory rights. We will assess the issue and provide an appropriate repair, replacement or refund as required by applicable law. We cover reasonable necessary return costs where the law requires us to do so. Do not arrange a costly return without contacting us for instructions.

Refunds

Refunds are made using the original payment method unless another method is expressly agreed. Where UK statutory distance-cancellation rights apply, refunds are made within the required period, normally within 14 days after receiving the goods back or evidence of return, whichever is earlier. The standard outbound delivery charge is refunded where required; any extra charge for an upgraded delivery service may be excluded. Bank or payment-provider processing time may be additional. These terms do not restrict any mandatory consumer remedy.