Refund policy

 

 

Effective Date: November, 2026

Last Updated: November, 2026

At Masdou LLC, every piece is a testament to heritage craftsmanship—handcrafted in the historic tanyards of Marrakech and curated for your American sanctuary. Due to the artisanal, genuine leather nature of our creations, we maintain a refined and transparent policy regarding returns, exchanges, and refunds.

1. Eligibility for Returns

We accept return requests for eligible items within 30 days of your delivery date. To be eligible for a return:

  • Items must be unused, in their original condition, and free from any signs of wear, scuffs, or environmental odors.

  • Items must include their original packaging and tags.

  • Final sale items, bespoke custom orders, or items marked as clearance are non-returnable.

2. Artisan Craftsmanship Variance Disclaimer

Because our products are meticulously handcrafted from genuine Moroccan leather and natural materials, slight variations in grain, texture, and tone are inherent characteristics of true artisan work. These unique nuances are not considered defects, but rather hallmarks of authenticity.

3. Return Shipping & Restocking

  • US Returns: Return shipments are processed through our operational headquarters located at 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110.

  • Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

  • Original shipping fees are non-refundable.

4. Refunds Process

Once your return is received and inspected at our Albuquerque HQ, we will send you an email notification confirming receipt. If approved:

  • Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 7 business days.

  • If you haven’t received a refund after 7 business days, please first check your bank account, then contact your credit card company or bank, as processing times can vary.

5. Damaged or Defective Items

If your order arrives damaged during transit or contains a manufacturing defect, please notify our concierge team immediately at contact@masdou.store or call +1 (985) 589-0797 within 48 hours of delivery with photographic evidence. We will arrange an expedited replacement or full refund.

Contact Our Concierge

For any inquiries regarding your return or exchange status, reach out to our team:

  • Email: contact@masdou.store

  • Phone: +1 (985) 589-0797

  • HQ Address: Masdou LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110