Returns, Refunds, and Disputes
A Message from the Director of CUIROMA GROUP
Dear customer,
First of all, I would like to personally thank you for the trust you place in CUIROMA GROUP.
Our company specializes in the handcrafted manufacturing of high-end genuine leather products, entirely made by hand by skilled Moroccan artisans. Our mission goes far beyond simply selling products. Our goal is to bring craft enthusiasts from around the world closer to the ancestral know-how of our artisans and to offer them authentic, unique, and durable creations.
Customer satisfaction is our absolute priority.
CUIROMA GROUP is only satisfied when its customers are as well. That is why we are committed to implementing all reasonable means to ensure a safe, transparent shopping experience that meets the highest international standards of online commerce.
Our Quality Commitment
Each creation ordered from CUIROMA GROUP is handcrafted with the utmost care.
Depending on the product ordered, between 5 and 6 specialized artisans may be involved in the various stages of manufacturing:
Selection of genuine leather
Hand cutting
Hand sewing
Manual assembly
Quality control
International logistical preparation
When you order from CUIROMA GROUP, you are not buying an industrially manufactured mass-produced product.
You are purchasing an authentic handcrafted creation, designed by hand according to Moroccan traditions of genuine leather.
Right to Free Replacement
You can benefit from a full free replacement in the following situations:
Package lost during transport
Package not delivered
Package permanently held by the carrier
Product arrived damaged
Product received in a different color than ordered
Product different from the one ordered
Incorrect size sent by mistake
Missing product in the order
Product received not compliant with the validated order
In these situations, simply contact our customer service directly.
+212 643 401 853
After verifying your case, CUIROMA GROUP commits to manufacturing and shipping a new product as soon as possible, at no additional cost.
Right to Full Refund
At CUIROMA GROUP, each product is handmade to order.
Artisanal production typically begins 24 hours after your order is validated.
For this reason, you have the right to cancel with a full refund under the following conditions:
Cancellation made within 24 hours of the order
No fees applied
No documentation required
After this 24-hour period, artisanal production may have already begun with the involvement of several specialized artisans. Therefore, it is no longer possible to guarantee a full cancellation of the order.
Processing Times for Refunds
In accordance with international e-commerce standards:
Credit Card
Generally between 3 and 10 business days
Depending on your bank's processing times
PayPal
Generally between 1 and 5 business days
Other Payment Methods
Depending on the processing times of the relevant payment provider
A refund confirmation is sent as soon as the operation is validated by our accounting department.
Exchanges and Commercial Solutions
Because every situation is different, CUIROMA GROUP can offer several tailored solutions:
Product replacement
Custom manufacturing
Specific personalization
Reshipment to a new address
Delivery to a pickup point when available
Gift voucher
Exceptional commercial discount
Commercial compensation tailored to the damage suffered
In some situations, certain compensations can reach up to a 70% discount on a future order.
Our Trust Philosophy
At CUIROMA GROUP, we always prioritize dialogue, mutual respect, and the pursuit of an amicable solution.
Before opening a bank dispute, PayPal, or with a payment organization, we invite you to contact us directly.
In the vast majority of cases, a simple discussion can lead to a quick, fair, and satisfactory solution for all parties.
Our goal is never to enter into conflict with our customers but to build a lasting relationship based on:
Transparency
Respect
Listening
Customer satisfaction
Artisanal quality
Mutual trust
We emphasize that CUIROMA GROUP is only satisfied when its customers are fully satisfied.
Replacement Times
Once your file is validated by our customer service:
Manufacturing of the New Product
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Generally between 3 and 10 business days depending on the model concerned
International Shipping
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DHL Express: generally between 2 and 7 business days depending on the destination country
A new tracking number will be provided to you as soon as the shipment is made.
Our Authenticity Guarantee
All products offered by CUIROMA GROUP are:
Handmade
Made from genuine leather
Designed by skilled Moroccan artisans
Inspected before shipping
Produced in small series or on demand
Inspired by traditional Moroccan craftsmanship
Each creation is unique and may show slight natural variations that testify to its authentic artisanal character.
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When you purchase a product from CUIROMA GROUP, you are buying an original, authentic creation made with passion, far from standardized industrial productions.
Contact Customer Service
For any inquiries regarding a return, refund, exchange, replacement, or complaint:
+212 643 401 853
Our team strives to respond to all requests as quickly as possible.
Our Promise
CUIROMA GROUP is committed to always seeking the fairest, fastest, and most satisfactory solution for its customers.
Your trust is the foundation of our international development.
Your satisfaction remains our top priority.
Thank you for being part of the great CUIROMA GROUP family.