Refund policy

🔄 Return & Refund Policy

Thank you for shopping with VemarX. We commit to providing exceptional customer service and the highest grade of natural wellness formulas. Because customer health and safety are our top priorities, we maintain strict quality standards for returns, replacements, and refunds.

By making a purchase on our website, you agree to the terms outlined in this policy.

1. The 30-Day Evaluation Period

We offer a 30-day return window for our products. This means you have exactly 30 calendar days from the date the shipping courier successfully hands over the package to your doorstep to request a formal return. Any requests made after this 30-day period will unfortunately not be eligible for a return or refund.

2. Strict Eligibility Requirements for Supplements

Due to the sanitary and health-sensitive nature of dietary supplements, we cannot accept returns on opened consumables. To be eligible for a full refund or exchange, your item must fulfill all of the following conditions:

  • Unopened Seal: The clear plastic shrink-wrap safety seal around the bottle cap must be completely unbroken, uncut, and untampered with.

  • Unused Product: The contents of the bottle must remain 100% full, exactly as delivered.

  • Original Packaging: The bottle must be returned inside its original, undamaged premium outer cardboard branding box.

  • Proof of Purchase: You must provide the order number, delivery receipt, or the phone number associated with the cash on delivery shipment.

3. Damaged, Defective, or Incorrect Items

We take great care in packaging our products safely, but we acknowledge that transit issues can happen. Please inspect your package carefully upon arrival before signing off with the courier.

If your product arrives with a cracked bottle, broken safety seal, leaking contents, or if you received the wrong item entirely:

  1. Immediately take a clear photo or short video of the damaged item.

  2. Contact our customer support team via WhatsApp or Direct Call within 48 hours of receiving the delivery.

  3. Once verified, we will arrange a premium priority replacement. A new bottle will be dispatched from our warehouse and delivered to your doorstep within 24 to 48 hours completely free of charge. You will not have to pay any extra shipping fees.

4. How to Initiate a Return

If you change your mind and your product meets all the unopened eligibility criteria listed in Section 2, please follow these steps to return your item:

  • Step 1: Send a message to our customer support line on WhatsApp stating your order details and your reason for the return.

  • Step 2: Our team will review your request. Once authorized, we will coordinate with our local courier partner to schedule a return pickup from your address.

  • Step 3: Please Note: Return shipping logistics costs are the responsibility of the customer unless the product was delivered damaged or incorrect. The return shipping fee will be deducted from your final refund amount.

5. How Refunds are Processed for Cash on Delivery (COD)

Because your transaction was completed using physical cash upon delivery rather than a credit card, refunds cannot be automatically reversed online.

Once your return package arrives safely back at our local warehouse, our inspection team will verify that the safety seals are completely intact. Upon approval, we will issue your refund within 3 to 5 business days using one of the following secure, local methods:

  1. Direct Local Bank Transfer: We can transfer the funds directly to your Moroccan bank account (CIH Bank, Attijariwafa Bank, BMCE, etc.). You will need to securely provide your account name and 24-digit RIB number to our support team.

  2. Cash Transfer Service: If you do not have a bank account, we can send a cash transfer via a local agency. You will receive a code on your phone to withdraw your funds at your nearest branch by showing your national ID.

6. Contact Us

For any questions regarding your delivery, cancellations, or returns, please contact our dedicated support line directly. Our team is available to assist you via WhatsApp or phone call to ensure a seamless experience.