Refund & Returns Policy
At Salina, customer satisfaction is one of our top priorities. We strive to deliver authentic Moroccan products of the highest quality. If you need to cancel an order or return an item, please review the following policy.
By placing an order on our website, you agree to the terms outlined below.
Order Cancellation
Customers may cancel their order within 12 hours of receiving the order confirmation.
If the cancellation request is submitted within this 12-hour period:
- The order will be cancelled at no additional cost.
- A full refund will be issued using the original payment method.
- Refund processing will begin within 24 hours after the cancellation has been confirmed.
Once the 12-hour cancellation period has expired, orders may already be in processing or shipment and can no longer be cancelled.
Refund Processing
Approved refunds are processed within 24 hours after your cancellation or return request has been approved.
Please note that while Salina processes refunds within 24 hours, the time it takes for the funds to appear in your account depends on your bank, credit card issuer, or payment provider and may take several additional business days.
Refunds are issued using the same payment method used for the original purchase.
Return Eligibility
If you are not completely satisfied with your purchase, you may request a return within 7 days of receiving your order.
To qualify for a return, the item must:
- Be returned within 7 calendar days of delivery.
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories, labels, and documentation (if applicable).
Return Window
Returns requested more than 7 days after the delivery date will not be accepted.
Unfortunately, once the seven-day return period has expired, we are unable to offer a refund or exchange.
Non-Returnable Items
For hygiene, safety, or product integrity reasons, certain products may not be eligible for return, including:
- Personalized or custom-made products.
- Products damaged due to misuse or improper handling.
- Products returned without their original packaging.
- Items showing signs of use or alteration.
Damaged or Incorrect Items
If you receive:
- A damaged product,
- A defective item,
- Or the wrong product,
please contact our customer support within 48 hours of delivery.
To help us resolve your request quickly, please provide:
- Your order number.
- Photos of the product.
- Photos of the packaging.
- A brief description of the issue.
After reviewing your request, we will determine the appropriate solution, which may include a replacement or a full refund.
Return Shipping
Unless the return is due to an error on our part (such as an incorrect or defective item), customers are responsible for the return shipping costs.
We recommend using a trackable shipping service, as Salina cannot guarantee receipt of returned items without tracking.
Refund Approval
Once your returned item has been received and inspected, you will be notified by email regarding the status of your refund.
If approved, your refund will be processed within 24 hours.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your payment provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact our customer support team.