Atlas Rope Suspension

The company Hamza Chakir, operator of the To Medina website, commits to shipping ordered products as quickly as possible, while respecting the handmade and artisanal nature of the items.

1. Production Time

All products offered on To Medina are made to order in Morocco, according to artisanal specifications.

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  The production time generally ranges from 10 to 20 business days, depending on the complexity of the product and the artisans’ workload.
  
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  This timeframe starts from the confirmation of the order and full payment.
  

⚠️ Production times may be slightly extended during periods of high demand or for certain customized products. The customer will be informed of any potential delay.

2. Delivery Time and Shipping Conditions

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  Once the product is completed, it is shipped from Morocco to the delivery address provided by the customer.
  
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  Delivery time after shipment depends on the destination:
  
  
  France and Europe: generally 5 to 10 business days.
  
  
  Outside Europe: varies depending on postal and customs services.
  
  
  
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  Orders are shipped via reliable and secure carriers. The customer receives a tracking number as soon as the parcel leaves the workshop.
  

3. Shipping Fees

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  Shipping fees are calculated based on weight, destination, and the selected shipping method.
  
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  Any customs duties or import taxes for deliveries outside the EU are the responsibility of the customer.
  

4. Delivery Delays or Issues

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  In case of a delivery delay, the customer is invited to contact Hamza Chakir / To Medina for personalized follow-up.
  
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  To Medina cannot be held responsible for delivery delays caused by carriers or customs services.
  
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  Any product lost or damaged during transport will be replaced or refunded after verification with the carrier.
  

5. Important Notes

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  Due to the handmade and artisanal nature of the products, slight variations in size, color, or finish may occur.
  
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  Customers are advised to carefully verify their delivery address when placing the order to avoid delays or returns.

The company Hamza Chakir, operator of the To Medina website, is committed to ensuring customer satisfaction. This policy outlines the conditions for returns and refunds of products purchased on the website.

1. Right of Withdrawal

In accordance with Articles L.221-18 and following of the French Consumer Code, the customer has a 14-day calendar period from the date of receipt of the product to exercise their right of withdrawal, without justification or penalty.

To exercise this right, the customer must notify Hamza Chakir by email or post, specifying:

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  Full name
  
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  Order number
  
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  Product concerned
  

2. Return Conditions

Returned products must:

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  Be in their original condition, complete and unused.
  
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  Include all accessories, instructions, and original packaging.
  
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  Be returned to the address provided by Hamza Chakir after approval of the return request.
  

Return shipping costs are the responsibility of the customer, except in the case of defective or non-compliant products.

⚠️ Personalized products or items made to specific order cannot be returned, except in the event of a manufacturing defect.

3. Return Procedure

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   Contact Hamza Chakir via the contact form or by email to request a return.
   
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   Receive return authorization and the return address.
   
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   Send the product in its original packaging, along with proof of purchase.
   
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   Keep the carrier’s receipt as proof of shipment.
   

4. Refund

Once the return has been received and inspected by Hamza Chakir, the refund will be processed:

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  Within a maximum of 14 days after receipt of the product or proof of shipment.
  
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  Using the same payment method as the original order, unless expressly agreed otherwise by the customer.
  

The refund includes the price of the product excluding shipping costs, except in the case of a defective or non-compliant product.

5. Defective or Non-Compliant Products

If a product is received damaged, defective, or not in accordance with the order:

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  Contact Hamza Chakir immediately, providing photos and a description of the issue.
  
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  A return will be arranged at the company’s expense.
  
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  The customer may choose between a replacement product or a refund.