Last updated: May 10, 2026

By placing an order on Kaftanoza.com, you acknowledge and agree to the terms below. Please read carefully before completing your purchase.

1. Important Notice — Made-to-Order Products

Every Kaftanoza piece is handcrafted to order in our Casablanca atelier. Production begins as soon as your order is confirmed. As a result, our return and refund policy is structured to balance buyer protection with the realities of artisanal made-to-order production.

By completing your purchase, you acknowledge that:

• You have read and accepted this Refund Policy in its entirety.
• You understand the differences between Standard-sized orders and Custom-sized orders.
• You accept that custom-sized or personalized orders are FINAL SALE and non-refundable except in cases of proven manufacturing defect.

2. Custom-Sized & Personalized Orders — FINAL SALE

All custom-sized, personalized, or modified orders are FINAL SALE. This includes any piece that has been:

• Sized to specific buyer measurements (custom size)
• Modified in length, sleeves, neckline, or any cut
• Modified in color, fabric, or embroidery
• Made for a specific event or date with rush production

Custom-sized and personalized orders cannot be returned, exchanged, or refunded for reasons related to:

• Change of mind, taste, or preference
• Buyer's incorrect measurements provided to us
• Slight color variation due to screen calibration or lighting
• Minor variations in handmade embroidery placement (an inherent and accepted feature of handmade pieces)
• Late delivery caused by customs, courier, or buyer-side issues
• Event date passed before delivery (when ordered without sufficient lead time)

If a custom-sized piece has a genuine manufacturing defect, see Section 5.

3. Standard-Sized Orders — Exchange Only

Standard-sized orders (S, M, L, XL, XXL, 3XL, no modification) are eligible for size exchange only under the following strict conditions:

• You must contact us within 7 days of receiving the package, with photos showing the fit issue.
• The piece must be returned in brand new, unworn, unwashed, unaltered condition, with all original tags, packaging, and the matching belt intact.
• Return shipping costs are paid by the buyer. We recommend a tracked, insured service — we are not responsible for items lost during return shipment.
• Once the returned piece is received and inspected, we will craft your replacement size and ship it within 7 to 14 business days.
• Exchange is granted only once per order. Second exchanges are not accepted.

The original shipping cost (if any) is non-refundable.

4. Refunds (Standard-Sized Orders Only)

If you prefer a refund instead of an exchange for a standard-sized order, the following conditions apply:

• You must contact us within 7 days of receiving the package.
• The piece must be returned in brand new, unworn, unwashed, unaltered condition, with all original tags, packaging, and the matching belt intact.
• Return shipping is paid by the buyer.
• A 15% restocking fee applies to all standard-size returns for refund.
• The original shipping cost is non-refundable.
• Customs duties and taxes already paid are not refundable by Kaftanoza (these were paid by the buyer to their local customs office).
• Refunds are processed within 5 business days after we receive and inspect the returned piece, to the original payment method.

Pieces returned in worn, washed, altered, perfumed, smoked, or damaged condition will be refused and returned to the buyer at their own expense, with no refund issued.

5. Manufacturing Defect Claims

If your piece arrives with a genuine manufacturing defect (e.g. broken stitching not present in the product photos, missing major embroidery section, wrong product entirely), you must:

1. Notify us within 48 hours of delivery via email at contact@kaftanoza.com or WhatsApp at +212 607 590 706.
2. Provide clear photos and/or a video of the defect, showing the entire piece and a close-up of the defect.
3. Keep the original packaging and all tags intact.

Our atelier team will assess the claim within 3 business days. If the claim is validated, we will offer (at our discretion):

• A free repair of the defect
• A free replacement piece
• Or, in rare cases, a partial or full refund

Claims submitted after 48 hours from delivery, or without supporting photo/video evidence, will not be considered.

6. Items NOT Eligible for Return, Exchange, or Refund

The following are final sale and not eligible for any return, exchange, or refund:

• Custom-sized orders (see Section 2)
• Personalized or modified orders (see Section 2)
• Pieces returned outside the 7-day window
• Pieces returned in worn, washed, altered, perfumed, or damaged condition
• Pieces returned without original packaging or matching belt
• Sale or discounted items (clearance pieces, flash sales)
• Gift cards
• Orders refused at customs by the buyer
• Orders refused at delivery or returned due to buyer's absence/incorrect address

7. Color & Handmade Variations — Not Defects

Each Kaftanoza piece is handmade by master artisans. The following are NOT considered defects and are not grounds for refund or exchange:

• Slight color variation due to screen calibration, lighting, or fabric dye batch (within reasonable limits)
• Minor variations in embroidery placement, density, or pattern (the artisanal charm of handmade pieces)
• Natural texture variations in velvet, silk, or Mobra fabric
• Slight asymmetry inherent to hand-cutting and hand-stitching

If you have specific concerns about color or detail, contact us before ordering and we will send you real photos of the piece.

8. Chargebacks & Disputes

If you have any concern about your order, we strongly encourage you to contact us first at contact@kaftanoza.com or via WhatsApp. We commit to responding within 24h and resolving genuine issues fairly. Filing a chargeback or dispute with your bank or payment provider before contacting our customer service is considered a breach of these terms. We reserve the right to provide all order documentation, tracking, photographs, communications, and proof of delivery to the payment processor to defend the charge.

9. Late or Missing Refunds

Once your refund is approved and processed by us (within 5 business days of receiving and inspecting the return), the funds typically appear in your account within:

• Credit card refunds: 5–10 business days (depends on your bank)
• PayPal refunds: 1–3 business days
• Klarna or BNPL services: per their own refund timelines

If you have not received the refund after these timeframes, contact your bank first, then contact us with the bank's response.

10. How to Initiate a Return or Exchange

1. Email contact@kaftanoza.com or WhatsApp +212 607 590 706 within 7 days of delivery (48 hours for defect claims).
2. Include your order number, photos of the issue, and the reason for return/exchange.
3. Wait for our written authorization. Do not ship the piece back without authorization — unauthorized returns will be refused.
4. Once authorized, you will receive return instructions and the return address.
5. Ship the piece back at your own expense via tracked, insured shipping.
6. We will inspect the piece on arrival and process the exchange or refund.

11. Acceptance of Terms

By completing your purchase on Kaftanoza.com, you confirm that you have read, understood, and accepted this Refund Policy in its entirety. You expressly agree:

• That custom-sized or personalized orders are FINAL SALE.
• That standard-size returns require return shipping at your expense and a 15% restocking fee for refunds.
• That handmade variations are not considered defects.
• That you will contact us before filing any payment dispute.

12. Contact

• Email: contact@kaftanoza.com
• WhatsApp: +212 607 590 706
• Response time: within 24h on business days