Returns & Refunds Policy

This page explains how you can return, exchange or obtain a refund for products bought from iSetup.ma. It complies with Moroccan Consumer-Protection Law 31-08 (Articles 29 to 37) and our own service commitments.

Your 5-Day Right of Withdrawal

You may change your mind and return most items within 5 calendar days of the delivery date.

Condition

Requirement

Product state

Brand-new, unused, factory-sealed. Security seals, shrink-wrap or tamper stickers must be intact.

Packaging

Original box, accessories, cables, manuals and any bundled gifts must be included.

Proof of purchase

Order number or invoice required.

If these conditions are not met, the item is considered used and is only eligible for return if faulty .

Returns for Defect, Damage or Wrong Item

If a product arrives defective, damaged or not as described, you have the same 5-day period to request a free return or exchange. Please supply photos or video when opening the RMA request.
After 5 days, issues are handled under the manufacturer’s warranty.

Items Excluded from Change-of-Mind Returns

Category

Custom-built PCs / bespoke configurations

Opened CPUs & GPUs

Hygiene-sensitive peripherals once unsealed (headsets, ear pads, mouse mats)

Faulty units in these categories remain fully covered by warranty.

How to Return:

  • Request an RMA

  • You will receive an RMA number and instructions within 24 h (business days).

  • Pack securely and write the RMA number on the outer carton.

  • Ship or wait for courier pick-up according to the instructions we provide.

Who Pays Return Shipping?

Scenario

Cost bearer

Defect / damage / wrong item

iSetup.ma – we supply a prepaid label or arrange a free pick-up.

Change of mind (sealed product)

Customer – you may use any tracked service or choose our flat label (40 MAD deducted from refund).

Inspection & Refund Timing

Inspection

Within 2 business days after the parcel reaches our warehouse.

Refund

Approved refunds are issued within 7 business days to the original payment method.
COD orders are refunded by bank transfer within 10 business days (RIB/IBAN required).
Original outbound shipping and COD fees are non-refundable unless iSetup.ma is at fault.

Exchanges: 

During your RMA request, you can ask for an exchange. We will reserve replacement stock for 7 days. Any price difference will be invoiced or refunded after inspection.

Warranty & After-Sales Service (Beyond the 5-Day Period)

Coverage

All products include:

  • the manufacturer’s warranty (usually 24 months unless otherwise specified);

  • the statutory conformity guarantee under Law 31-08.

  • Items under 300 MAD: no warranty (industry norm).

Service Workflow

Step

Action

Target delay

1. Ticket creation

Email [email protected] with order #, serial #, fault description

Reply < 24 h (business)

2. RMA number issued

We send return-to-base instructions

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3. Customer ships / drops off

To our Casablanca workshop (customer pays freight unless fault occurred in first 5 days)

—

4. Workshop diagnosis

Conducted in-house only (no remote/on-site repair)

48 h after arrival

5. Repair process

 Spare parts ordered if needed

Completed ≤ 7 weeks

6. Resolution

• Repaired unit shipped back free, or
• Replaced with new / equivalent item if repair impossible within time-frame

—

Exclusions:

Damage from misuse, over-clocking, voltage surge, unauthorised repair, broken warranty stickers, software corruption or natural wear is not covered.

Packing Guidelines

  • Place retail box inside a sturdy outer carton.

  • Use bubble wrap or air-cushioning on all sides.

  • Remove or cover previous shipping labels and barcodes.

Legal Notice

This policy is drafted in accordance with Law 31-08 and the 2024 e-commerce amendments published in Morocco’s Official Bulletin.

iSetup.ma – Returns & Warranty Department

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