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Terms

Purpose

These terms govern the use of the AtlasCrystal website. By browsing the site you accept them.

Orders

The site presents our pieces and does not process online payments. To order, you contact us on WhatsApp or through our forms. A sale is concluded only once we have confirmed availability, price, delivery and payment terms with you in writing.

Prices and availability

Prices, when displayed, are indicative and may change. Many pieces are made to order: production and delivery times are communicated when you order.

Natural variations

Each piece is unique. Natural variations in colour, translucency and veining are part of its character and are not defects.

Delivery, returns and warranty

Delivery

AtlasCrystal delivers in Morocco and may also offer international delivery depending on the destination, the nature of the product and the carrier’s capabilities.

Delivery costs are indicated to the customer before the order is confirmed, or given in the quote for a custom creation.

Delivery times may vary depending on:

  • product availability;
  • production time;
  • the destination;
  • the carrier;
  • any customs formalities for international deliveries.

For handcrafted or custom pieces, an estimated lead time is given to the customer before the order is validated.

AtlasCrystal cannot be held responsible for delays directly attributable to the carrier, customs formalities or force majeure.

Receiving your order

The customer is asked to check the condition of the parcel and the product upon receipt.

In the event of a visibly damaged parcel, a broken product or any transport-related issue, the customer must contact AtlasCrystal as soon as possible at [email protected], attaching photographs of the parcel and the product concerned.

These items allow AtlasCrystal to examine the situation and, where applicable, to take the necessary steps with the carrier.

Returns and withdrawal

For standard, non-personalised products, the customer may request a return under the conditions provided by applicable law.

The returned product must be:

  • unused;
  • undamaged;
  • returned in its original packaging or in packaging offering equivalent protection;
  • accompanied by the information needed to identify the order.

Before any return, the customer must contact AtlasCrystal at [email protected] to obtain return instructions.

Unless the product is defective or the error is attributable to AtlasCrystal, return costs may remain the customer’s responsibility.

Custom and personalised products

By their nature, products made to measure, personalised or manufactured to the customer’s specifications generally cannot be returned or cancelled once manufacturing has begun, except in the event of a defect or non-conformity, or where applicable law expressly provides otherwise.

The characteristics of a custom creation are validated with the customer before manufacturing begins.

Natural stone products

AtlasCrystal products are made from natural materials.

Variations in colour, veining, translucency, texture or shape inherent to natural stone are not a conformity defect when they correspond to the normal characteristics of the material.

Warranty and conformity

AtlasCrystal undertakes to deliver products that conform to the order and are free from manufacturing defects.

If a product has a defect or is non-conforming, the customer must contact AtlasCrystal as soon as possible at [email protected], stating the order reference and providing photographs that identify the problem.

After examining the request, AtlasCrystal may, depending on the situation and in accordance with applicable law, offer in particular:

  • a repair;
  • a replacement;
  • a credit note;
  • or a refund.

The warranty does not cover damage resulting in particular from:

  • misuse;
  • a fall or impact;
  • incorrect installation;
  • unsuitable maintenance;
  • modification of the product after delivery;
  • normal wear and tear.

Custom pieces

Custom pieces are made to your specifications and follow a quote that you approve before production starts.

Applicable law

These terms and conditions are governed by Moroccan law.

In the event of a dispute, the parties will endeavour to find an amicable solution before any legal action.

Failing an amicable agreement, the dispute will be submitted to the competent Moroccan courts, subject to the mandatory rules applicable to consumer protection.