Last updated: 30 October 2026.
We want you to receive exactly what you expected. This policy explains how returns, damage claims and refunds work for retail specimens and wholesale lots shipped from Morocco.
Retail specimens
- You may return a retail specimen within 14 days of delivery for any reason. Tell us first through the contact page; we reply with the return address.
- The specimen must come back in the condition it was received, in its original packing or equivalent protective packing.
- Return shipping is paid by the buyer, unless the item was damaged in transit or differs from its description.
- We refund the item price within 14 days of receiving the return. Original shipping is refunded only if the item was damaged in transit or not as described.
Wholesale lots
- Wholesale lots are sold to businesses and are not returnable for change of mind.
- If a lot differs materially from its description or quote (species, size range, quantity, restoration), report it within 7 days of delivery with photos. We then offer a replacement, a partial refund or a full refund on return of the lot.
- Normal natural variation inside a lot, as shown in the lot photos, is not a defect.
Damage in transit
- Inspect the parcel on delivery. Report any damage within 48 hours, with photos of the item, the box and the packing.
- Keep the packing until the claim is settled; the carrier may ask to see it.
- Once the claim is confirmed we offer repair costs, a replacement or a refund, depending on the case.
Not refundable
- Import duties, taxes and customs fees paid in the destination country.
- Return shipping for change-of-mind returns.
- Parcels refused at delivery: the cost of shipping back to Morocco is deducted from the refund.
How refunds are paid
Refunds are paid to the original payment method. Bank fees and currency-conversion differences outside our control are not refunded.
Contact
To start a return or a claim, write to us through the contact page with your order number and photos.