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

The following items are not eligible for return unless they arrive damaged or defective:

* Custom orders
* Personalized items
* Made-to-order items with custom size, color, pattern, or design
* Sale items

Because custom products are made specifically for each customer, they cannot be returned due to change of mind.

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.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a tracked shipping service for returns, as we cannot guarantee receipt of returned items without tracking.

Exchanges

We may offer exchanges depending on product availability. For handmade items, exact replacements may not always be available because each piece is unique.

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

Business: VELEORY LTD
Brand: KasbaSouk
Registered in: England and Wales
Company No: 16425723
Production location: Morocco
Shipping: USA and international shipping