Refund policy

Last updated: April 2026

At AZAYLA BRAND, customer satisfaction is our highest priority. We are committed to providing you with a seamless and transparent shopping experience. This policy defines the terms and conditions applicable to returns, exchanges and refunds for any purchase made on our website or through our sales channels.

1. General Eligibility Conditions for Returns

For a return to be accepted, the items concerned must meet all of the following cumulative conditions:

  • The return request must be made within 48 hours of receiving the parcel
  • Items must be returned in their original condition: unworn, unwashed, unaltered
  • Original tags and packaging must be intact and attached to the items
  • Items must show no signs of use, perfume, make-up or any other signs of wear

Any item that does not meet these conditions will be refused and returned to the customer at their expense.

2. Reporting Deadline

Any return or cancellation request must be communicated to us within 48 hours of receiving the parcel. After this deadline, AZAYLA BRAND reserves the right not to process the request. This deadline runs from the date and time of delivery as recorded by our logistics partner SENDIT.

3. Return Process

Two options are available to you for making a return:

Option A — Refusal at delivery: You may refuse the parcel directly with the SENDIT delivery agent at the time of receipt. In this case, no further action is required on your part.

Option B — Return after receipt: If you have accepted the parcel and wish to make a return, you must contact us within 48 hours by email at contact@azaylabrand.com or via our Instagram page @azaylabrand, specifying your name, order number and reason for the return. Parcel collection will then be arranged within 48 hours by our partner SENDIT.

4. Non-Eligible Items

The following items are expressly excluded from our return policy:

  • Items that were subject to a promotion or final sale clearly stated at the time of purchase
  • Personalised or made-to-order items
  • Items whose tags have been removed or whose packaging has been damaged
  • Items showing clear signs of use

5. Exchanges

AZAYLA BRAND offers the possibility of exchanging an item for another size or colour available in stock, provided that the request is made within the 48-hour deadline and that the item is returned under the conditions described in Article 1. If the desired item is unavailable, a refund will be offered.

6. Refund Terms

Refund terms vary depending on the payment method used at the time of purchase:

  • Orders paid cash on delivery: For any refund of an amount equal to or less than 400 MAD, the refund is made in cash at the time of parcel collection by the delivery agent. For any refund exceeding 400 MAD, the refund will be made by bank transfer within a maximum of 10 working days from confirmation of receipt of the returned parcel.
  • Orders paid online via Payzone: The refund will be made to the payment method used at the time of the transaction, within a maximum of 10 working days from confirmation of receipt of the returned parcel.

AZAYLA BRAND is committed to processing refunds as quickly as possible and to keeping you informed at every step of the process.

7. Manufacturing Defect or Shipping Error

In the event of receiving an item with a proven manufacturing defect or a shipping error (item not matching your order), AZAYLA BRAND covers all return costs and commits to sending you the correct item or refunding you in full, according to your preference. You must report any defect within 48 hours of receipt, accompanied by supporting photographs.

8. Responsibility During Return

Until the parcel is officially collected by our partner SENDIT, responsibility for the preservation and integrity of returned items lies with the customer. AZAYLA BRAND cannot be held responsible for the loss or deterioration of items prior to their official collection.

9. Contact

For any return or exchange request, our team is available:

  • Address: 7, Ibn Hajar Street, Agdal, Rabat
  • Phone: +212 662 072 631
  • Email: contact@azaylabrand.com
  • Instagram: @azaylabrand