Refund Policy
This policy outlines the financial terms governing purchases on Stromax, explaining our general no-voluntary-refund policy alongside statutory remedies under Moroccan consumer protection laws.
General Commercial Refund Policy
As a core commercial policy, Stromax does not provide voluntary refunds for ordinary purchases after a product has been received and settled by the customer.
When a customer completes their purchase via Cash on Delivery and accepts the parcel from the delivery agent, the commercial transaction is concluded, except where mandatory consumer protection regulations under Moroccan law require reimbursement or another legal remedy.
Situations Where Customers Are Ineligible for Voluntary Refunds
Customers are not eligible for voluntary refunds in any of the following circumstances:
- Change of Mind: If you decide post-delivery that you no longer desire, need, or prefer the item;
- Incorrect Specification Choice: If you ordered the wrong size, color, or model despite accurate catalog descriptions;
- Post-Delivery Damage: If the product suffered accidental damage, drops, water exposure, or improper handling after physical receipt;
- Unreported Flaws: If damage or cosmetic flaws are claimed several days after receipt without prior refusal or prompt 24–48h notice.
Order Cancellations and Payment Status
Because Stromax operates exclusively on a Cash on Delivery (COD) payment model across Morocco, no financial funds are charged to your card or bank account when placing an order on our site.
Pre-Dispatch Cancellation
If you choose to cancel your order prior to its dispatch, simply contact us by phone (0781 992 178) or email. Your order will be cancelled immediately without any fee, charge, or refund needed.
Once the package is delivered and payment is rendered in cash to the courier, the payment status is marked complete and settled.
Exceptions Required by Applicable Law
The policy does not state that refunds are prohibited in every circumstance. Stromax strictly respects and adheres to mandatory remedies mandated by Moroccan law (notably Law No. 31-08 on consumer protection and the Moroccan Code of Obligations and Contracts):
- Non-Conforming Goods: If the product delivered is substantially different from the confirmed order and Stromax cannot provide an exact replacement.
- Latent Manufacturing Defects (Vices Cachés): If the item exhibits a hidden defect present at delivery that renders it inoperable or fundamentally impairs its intended use.
- Irreparable Transit Damage: If an item arrives damaged from transportation, the issue is promptly documented within 24 to 48 hours of receipt, and a replacement cannot be provided due to inventory unavailability.
Refund Processing Methods and Timelines
In legitimate cases where a refund or financial reimbursement is approved in compliance with applicable statutory obligations:
*Because couriers do not carry cash refunds on their daily routes, courier agents cannot issue cash refunds directly at the customer's door.
Distinction Between Voluntary Policy and Statutory Rights
To eliminate any ambiguity, Stromax makes an explicit legal distinction between:
- Our Voluntary Commercial Policy: We do not offer optional satisfaction guarantees, discretionary return windows, or buyer remorse refunds.
- Your Statutory Legal Rights: Consumers under Moroccan Law No. 31-08 benefit from legal warranties against hidden defects and product non-conformity. Stromax fully honors these mandatory legal guarantees.
Contact Information for Refund Inquiries
For questions or verification regarding any order issue, contact our customer service: