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Shipping
& Returns Policy

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Shipping

Informations

Shipping Costs​

We offer competitive shipping rates across Morocco:

  • Standard Delivery: 60 DHS - 400 DHS (depending on weight and destination).

  • Acoustic Pianos: Special shipping rates apply - contact us for quote.

Delivery Methods

Choose from our reliable delivery options:

  • Home Delivery: Direct to your doorstep via our partner carriers.

  • Pickup Points: Convenient collection from our store.​

Delivery Timeframes

  • Same-Day Processing: Orders placed before 2:00 PM are dispatched the same business day.

  • Standard Delivery: 24-48 hours to major cities (business days only).

  • Remote Areas: 3-5 business days for outlying regions.

  • Specialized Instruments: Large items may require additional 1-2 days.

Shipping Preparation

All musical instruments are professionally packaged with:

  • Industry-standard protective materials.

  • Climate-controlled handling for sensitive instruments.

  • Insurance coverage for high-value items.

  • Tracking number provided upon dispatch.

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Returns

& Exchanges

Return Policy Overview

We stand behind the quality of our instruments with a comprehensive return policy designed to ensure your complete satisfaction.

Return Eligibility Period

5 Business Days from delivery date for all returns and exchanges.

This timeframe ensures prompt resolution while allowing adequate inspection time.

Eligible Return Conditions

Returns are accepted for the following reasons:

  • Incorrect Item: Wrong product shipped

  • Defective Product: Manufacturing defects or malfunctions

  • Damaged in Transit: Items damaged during shipping

  • Incomplete Order: Missing accessories or components

  • Authenticity Issues: Non-genuine products (rare occurrence)

Return Process

  1. Contact Us First: Call our customer service at +212670-027345 or use our online contact form

  2. Return Authorization: Receive your return authorization number and instructions

  3. Packaging: Return items in original condition with all accessories and packaging

  4. Inspection: All returns undergo professional quality assessment

  5. Resolution: Approved returns processed within 10 business days

Return Shipping

  • Customer Responsibility: Return shipping costs are borne by the customer

  • Secure Packaging: Use original packaging or equivalent protective materials

  • Tracking Recommended: We recommend using trackable shipping methods

​Refund Process

  • Approved Returns: Full refund processed within 10 business days

  • Failed Inspection: Item returned to customer at their expense

  • Payment Method: Refunds issued to original payment method

Exchange Options

  • Like-for-Like: Same model in different size/color

  • Upgrade Options: Apply value toward higher-priced instruments

  • Store Credit: Valid for 12 months on future purchases

Warranty Coverage

Many instruments include manufacturer warranties:

  • Warranty Terms: Detailed on individual product pages

  • Coverage Period: Varies by brand and instrument type

  • Warranty Claims: Contact us for guidance on warranty procedures

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Exclusions

& Limitations

Non-Returnable Items

The following items cannot be returned due to hygiene and quality concerns:

  • Personal Hygiene Items: Harmonicas, mouthpieces (unless defective)

  • Custom Orders: Specially ordered or modified instruments

  • Digital Downloads: Software, digital sheet music, online courses

  • Gift Cards: Non-refundable but transferable

Change of Mind Policy

Important: We do not accept returns based solely on change of mind or buyer's remorse. We encourage customers to:

  • Review product descriptions thoroughly

  • Contact our experts for pre-purchase consultations

  • Take advantage of our detailed product specifications and reviews

Condition Requirements

Returned items must be:

  • In original, unaltered condition

  • Complete with all accessories and documentation

  • Free from customer-inflicted damage

  • In original packaging when possible​

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Customer

Support

Contact Information

  • Phone: 05 25 07 21 57 (Business hours: 9 AM - 6 PM, Monday-Saturday)

  • Email: contact@marrakechmusic.sore

  • Response Time: 24-48 hours for all inquiries

Expert Assistance

Our knowledgeable team can help with:

  • Product selection and recommendations

  • Technical specifications and compatibility

  • Pre-purchase consultations

  • Post-purchase support and troubleshooting

Why Choose Us?

  • Local Expertise: Deep understanding of Moroccan market needs

  • Quality Assurance: Rigorous product testing and selection

  • Professional Service: Trained staff with musical expertise

  • Secure Transactions: Protected payment processing

  • Trusted Partnerships: Established relationships with leading brands

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Legal

Compliance

​This policy complies with Moroccan consumer protection law

(Law No. 31-08) and international best practices for e-commerce.

We are committed to transparent, fair business practices that protect consumer rights while maintaining operational efficiency.​

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