Refund policy

At TEA ONE SUPPLY, we value your satisfaction and strive to ensure that our products meet the highest quality standards. Please read our refund and return policy carefully to understand the conditions under which refunds or replacements can be processed.

Damaged Goods
If your product arrives damaged, please contact us immediately at admin@teaone.ma. We will gladly replace the item. To process your return, you must:

1. Provide photos of the damaged product.
2. Include your order number and delivery details.

Please note that damages caused during customer handling or storage are not eligible for refunds or replacements.

Expired Products
We guarantee the freshness and quality of our products. If you receive a product that is expired upon delivery, notify us within 7 days of receiving your order. To qualify for a refund or replacement, you must:

1. Provide a photo clearly showing the expiration date.
2. Include your order number in your message.

Products that are improperly stored by the customer after delivery, leading to spoilage, will not be eligible for a refund or replacement.

Incorrect Items
If you receive an incorrect item, please contact us within 7 days of delivery. We will send you the correct item at no additional cost and return the incorrect item. In this case, we will cover the return shipping costs.

Change of Mind
If you change your mind about your purchase, you can return the product within 7 days of delivery for a refund or exchange, provided that:

1. The product is unopened, unused, and in its original packaging.
2. You cover the return shipping costs.

Refunds for change-of-mind returns will be processed only after we inspect the returned product and confirm it is in resalable condition.

In accordance with the Consumer Protection Law, these products are not subject to the right of withdrawal:

1. For the provision of services where execution has begun, with the consumer’s consent, before the end of the seven-day period;
2. For the supply of products, goods, or services whose price or rate depends on fluctuations in financial market rates;
3. For the supply of goods made to the consumer’s specifications or clearly personalized, or which, by their nature, cannot be reshipped or are likely to deteriorate or expire quickly.

Unavailability of the Ordered Product
In accordance with the Consumer Protection Law, the consumer acknowledges that in the event of unavailability of the requested product, only an equivalent product of similar quality and price will be provided as a replacement.

If the equivalent product is also unavailable or out of stock, the consumer may then request a refund, which will be processed within fifteen (15) days from the date of our response confirming the unavailability.

The consumer is informed of this replacement policy in a clear and comprehensible manner before concluding the contract.

Exclusion of the Right of Withdrawal for Certain Products
In accordance with the Consumer Protection Law, the right of withdrawal does not apply to the following products:

1. Customized or made-to-order products based on the consumer’s specifications;
2. Perishable goods or those that may deteriorate quickly (such as certain teas or infusions);
3. Products whose packaging has been opened, making them unsuitable for resale due to hygiene and safety concerns.

Storage and Handling Responsibility
Please note that all products must be stored and handled properly. TEA ONE SUPPLY is not responsible for product spoilage, damage, or defects resulting from improper storage, handling, or misuse after delivery.

Process for Returns
To initiate a return, please contact our customer service team at admin@teaone.ma with the following details:

1. Your order number.
2. A description of the issue.
3. Supporting evidence (e.g., photos, proof of purchase).

If your return is approved, we will provide a return label. Please ensure the item is securely packed in its original packaging, including all documents and accessories and send it to the following address:

TEA ONE SUPPLY SARL
Ferme Hassanine Dr Ouled Ali Ben Aiche Lmourabtine
Commune Saada, 40170 Marrakesh, Morocco

Retention of Ownership
The products sold remain the property of TEA ONE SUPPLY until full payment of the order is received. In case of non-payment, the company reserves the right to demand the return of the products at the consumer’s expense.

Refunds
Refunds will be issued to the original payment method within 15 business days of receiving and inspecting the returned product. You will receive an email notification once the refund has been processed.

Limitation of Liability
TEA ONE SUPPLY shall not be held liable for delivery delays or failure to fulfill orders due to force majeure events (such as strikes, natural disasters, government restrictions, etc.).

The company also disclaims any liability for misuse or improper storage of the products after delivery, which may result in their deterioration.

Modification of the Refund Policy
TEA ONE SUPPLY reserves the right to modify this refund policy at any time, provided that customers are informed of any changes that may apply to their ongoing orders.

Governing Law and Dispute Resolution
Any dispute related to these terms shall be governed by Moroccan law and subject to the exclusive jurisdiction of the courts of Marrakech.

Customer Support
If you have any questions or concerns about this policy, please reach out to our support team at admin@teaone.ma. We are committed to ensuring a smooth and satisfactory experience for our customers.