Refund and Returns Policy

Last updated: July 27, 2026

At ESHOPA, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our refund and returns policy below.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Be returned in its original packaging.
• Include all accessories, manuals, and any promotional items that came with the product.
• Be accompanied by proof of purchase or order confirmation.

We reserve the right to refuse returns that do not meet these conditions.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, please contact us within 30 days of delivery.

Please include:

• Your order number.
• A description of the issue.
• Clear photos or videos showing the problem.

If the issue is confirmed, we will, at our discretion:

• Replace the item.
• Issue a full refund.
• Offer an alternative solution where appropriate.

There will be no additional cost to you if the error was ours.

Lost Packages

If your order is lost during transit, please contact us within 30 days of the estimated delivery date.

Once the courier confirms the shipment is lost, we will either:

• Send a replacement, or
• Issue a full refund.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

If an incorrect or incomplete address is provided and the package is returned to us, the customer will be responsible for any additional shipping costs required to resend the order.

If the package cannot be recovered, a refund may not be available.

Unclaimed Shipments

If a shipment is not collected or accepted by the customer and is returned to us, reshipping costs will be the responsibility of the customer.

Original shipping charges are non-refundable.

Order Cancellations

Orders may only be cancelled before they have been processed or shipped.

Once an order has been shipped, it cannot be cancelled and must follow the return process outlined above.

Non-Returnable Items

The following items cannot be returned unless they are damaged or defective:

• Personalised or custom-made products.
• Gift cards.
• Downloadable digital products.
• Items marked as final sale.
• Products that cannot be returned for hygiene or health protection reasons after being opened or used.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Shipping charges are non-refundable unless the return is due to our error.

Exchanges

We replace items only if they are defective, damaged, or if the wrong item was delivered.

If you require an exchange, please contact our customer support before returning the item.

European Union Customers

If you are located in the European Union, you may have additional consumer rights under applicable consumer protection laws.

However, the right of withdrawal may not apply to:

• Goods made to the customer’s specifications or clearly personalised.
• Sealed goods that are unsuitable for return for health or hygiene reasons once opened.
• Digital content that has been downloaded or accessed after purchase where permitted by law.

Nothing in this policy limits your statutory rights under applicable consumer protection legislation.

Contact Us

If you have any questions about this Refund & Returns Policy or would like to request a return or refund, please contact us through the contact information available on eshopa.ma before sending any items back.

We are committed to resolving any issues quickly and fairly.