Return & Refund Policy

Last update: August 25, 2025

At NECTUS (a brand of the ARGANIUM Cooperative), your satisfaction is our priority. If a product does not meet your expectations, you have 14 days from the date of receipt to request a return, exchange, or refund, under the conditions outlined below.

1) Eligibility Conditions

To be eligible for a return/refund:

• The request must be made within 14 days of receipt.
• The product must be new, unused, unopened, and in its original packaging (labels, protective seals, accessories, or free gifts included).
• A proof of purchase (order number, invoice, or receipt) must be provided.

Non-returnable Products (for hygiene/safety reasons) :

• Cosmetics and personal care products that are opened or used (e.g., oils, serums, creams, shower gels, shampoos).
• Food products (e.g., amlou, culinary oils) that are opened or whose seal has been broken.
• Personalized items or promotional offers marked as “final sale”.

These exclusions do not apply in the case of a confirmed defect.

2) Defective, Damaged, or Incorrect Product

If you receive an item that is defective, damaged, or different from your order, please contact us within 48 hours of delivery with the following:

• Your order number
• Clear photos/videos of the item and its packaging
• A brief description of the issue

Depending on your preference and product availability, we will offer a replacement, a store credit, or a full refund. In this case, return and reshipping costs are fully covered by NECTUS.

3) Return Procedure (RMA)

1. Submit your request: Contact us at contact@nectusbio.com (WhatsApp also available at +212 658 322 871) with your order number and the reason for the return.
2. Receive authorization: We will confirm by email with a Return Merchandise Authorization (RMA) and provide packaging instructions.
3. Return address: The exact return address will be provided by email once the RMA is approved.
4. Send back the package: Carefully pack the products in their original condition.
5. Quality check: Upon receipt, our team will verify the compliance of the return.
6. Refund/Exchange: Once the return is validated, we will proceed according to your choice (see §4 and §5).

Important: Do not return any product without our prior approval (RMA).

4) Exchanges

Exchanges are possible subject to availability. If the desired item is not available, we will offer a store credit or a refund.

5) Refunds — Method & Timeline

• Refunds are issued using the same payment method as the original order.
• For Cash on Delivery (COD) payments, refunds are processed via bank transfer (you will be asked to provide the necessary banking details).
• Timeline: Refunds are processed within 14 business days after the return has been validated by our team (bank processing times may vary).
• Initial shipping fees: These are non-refundable, except in cases of a NECTUS error or a confirmed defect.

6) Return Shipping Costs

• At the customer’s expense for returns due to “change of mind” or items not meeting personal expectations.
• Covered by NECTUS in the event of a preparation error or a confirmed defective/damaged product.

7) Order Cancellation

You may request an order cancellation as long as the order has not yet been shipped.
If the order is already in transit, you may exercise your right of return after delivery (see conditions in §1).

8) Delivery Tips

Upon delivery, if the package is visibly damaged, please refuse it or note reservations with the carrier and take photos.
Contact us promptly with the details (photos, order number).

9) International Returns

Returns from abroad are possible. However, shipping costs and any applicable duties/taxes remain the customer’s responsibility, except in cases of a confirmed defect or an error on the part of NECTUS.

10) Return & Customer Service Contact Information

NECTUS — Coopérative ARGANIUM

• E-mail: contact@nectusbio.com <
• Phone / WhatsApp : +212 658 322 871
• Head Office: Douar El Ghaba, CR Sidi Hmad Ouhamd, Morocco
• Showroom / Office: 721 Lot Azelf, Essaouira, Morocco
• Return address: provided by email upon RMA authorization