Refund policy
Last updated: June 15, 2026
Customer satisfaction is important to us. Please read our refund and return policy carefully before placing an order.
RETURNS
You may return non-custom items within 14 days of delivery.
To be eligible for a return, the item must be:
* Unused
* In original condition
* Returned with original packaging when possible
* Not damaged, altered, or used
NON RETURNABLE ITEMS
Custom-made and personalized products are not eligible for change-of-mind returns unless they arrive damaged, defective, or incorrect.
Sale items follow the same return conditions as other non-custom products unless clearly stated otherwise and permitted by applicable law.
This policy does not affect your statutory consumer rights.
DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, please contact us within 48 hours of delivery.
Please include:
* Your order number
* Clear photos of the damaged item
* Photos of the packaging
* A short description of the issue
We will review your request and help provide a suitable solution.
REFUNDS
Once we receive and inspect your returned item, we will notify you whether your refund is approved.
If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that your bank or payment provider may need additional time to post the refund.
ORIGINAL SHIPPING CHARGES
Where required by applicable consumer law, we will refund the cost of the least expensive standard delivery option originally offered.
Any additional cost paid for express, upgraded, or premium delivery is not refundable.
REFUND TIMING
Once the returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds are processed to the original payment method within 5–7 business days. Your bank or payment provider may require additional time to display the refund.
RETURN SHIPPING COSTS
For change of mind returns, the customer is responsible for the return shipping cost.
If the product is damaged, defective, or incorrect, KasbaSouk will be responsible for the approved return shipping cost.
Because furniture may require a specialist courier, please contact us before arranging a return so that the return method and estimated cost can be confirmed.
HOW TO START A RETURN
To request a return, contact us at support@kasbasouk.com within 14 days of delivery. Please include your order number, the item you wish to return, and the reason for the return.
If the item arrived damaged, defective, or incorrect, please also include clear photographs of the item and its packaging.
Please wait for our approval and return instructions before sending the item. Returns sent without prior approval may not be accepted.
Approved returns must be sent using a tracked postal or courier service. Do not send returns to our registered office unless we specifically instruct you to do so.
RESTOCKING FEE
We do not charge a restocking fee for approved returns.
EXCHANGES
We do not offer direct exchanges. Eligible non-custom items may be returned within 14 days of delivery in accordance with this policy, and a new order may be placed separately.
If an item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will review the issue and arrange an appropriate solution, which may include a replacement or refund.
ORDER CANCELLATIONS
If you need to cancel an order, please contact us as soon as possible.
Orders cannot always be canceled once production, customization, or shipping has started.
CONTACT
For return or refund questions, please contact us:
Email: support@kasbasouk.com
Phone : +44 7828702693
Business: VELEORY LTD
Brand: KasbaSouk
Registered in: England and Wales
Company No: 16425723
Production location: Morocco
Shipping: USA and international shipping