NEOMEDINA accepts selected custom and made-to-order requests for Moroccan handcrafted products. This policy explains how specifications, payment, production, shipping, cancellation, and issue reporting are handled.
Requesting a custom order
Before ordering, provide the product type, required dimensions, preferred material or finish, colour, pattern, intended use, delivery country, and any reference images or technical requirements. Availability depends on the requested design, materials, production capacity, and shipping feasibility.
Quotation and written approval
NEOMEDINA will review the request and confirm the accepted specifications, price, estimated production time, and estimated dispatch date in writing. Production begins only after the customer approves the final specifications in writing and payment is confirmed.
The customer is responsible for checking all approved measurements, spelling, colours, finishes, quantities, and other specifications before production begins. A change requested after approval may require a revised price and schedule and may not be possible once production has started.
Handmade variations
Handmade products may show reasonable variations in engraving, texture, patina, glaze, colour tone, shape, or finish. These variations are part of the craft process and are not treated as defects when the product remains materially consistent with the approved specification.
Production time
Custom and made-to-order products normally require 7–14 business days of production time after written approval and confirmed payment. This production period does not include shipping transit time. NEOMEDINA will communicate a known material delay or a requested change that affects the estimated dispatch date.
Cancellation and refunds before production
A custom order may be cancelled for a full refund before production begins. To request cancellation, contact NEOMEDINA as soon as possible and include the order number.
Once production has begun, the order cannot be cancelled for change of mind because materials and labour have been committed to the customer’s approved specifications, except where applicable law requires otherwise.
Returns for custom items
Personalized and made-to-order products manufactured to approved specifications are not eligible for return or exchange for change of mind. This restriction does not remove the customer’s rights if the product is damaged, defective, or materially different from the approved specification.
Damage, defects, or specification errors
Report damage, a defect, an incorrect item, or a material difference from the approved specification within 30 calendar days of delivery. Include the order number, a clear explanation, and photographs of the product, measurements where relevant, outer parcel, internal packaging, and shipping label. Keep the product and all packaging until the review is complete.
After reviewing the evidence, NEOMEDINA will provide an appropriate remedy, which may include repair, replacement, or refund, depending on the issue, practical availability, the published return and refund terms, and applicable consumer law.
Shipping to the United States
Custom orders covered by this policy ship to the United States through Aramex or FedEx. Estimated transit time is 12–14 business days after dispatch. Shipping charges are calculated at checkout. Import duties, customs charges, brokerage fees, and destination taxes are the customer’s responsibility upon arrival unless checkout expressly states otherwise.
Contact and records
Keep the written quotation, approved specifications, order confirmation, and any design references for your records. Use the contact method published on the NEOMEDINA storefront when requesting a quotation, change, cancellation, or claim.