At Atlas Urban, your satisfaction is our priority. Since we operate exclusively on a Cash on Delivery (COD) basis, we have established a clear policy to ensure a smooth and trustworthy shopping experience for all our customers.

1. Inspection Upon Delivery

Because we use a Cash on Delivery model, we encourage all customers to inspect the exterior of the package before accepting it from the delivery agent.

  • If the package is visibly damaged or tampered with, you have the right to refuse the delivery immediately without any payment.

2. Return Conditions

We accept returns within 7 days of the delivery date. To be eligible for a return, your item must meet the following criteria:

  • The product must be unused, unwashed, and in the same condition that you received it.
  • It must be in the original packaging with all tags and labels attached.
  • Proof of purchase (invoice or order confirmation) must be provided.

Non-returnable items:

  • Personal care items or hygiene-related products.
  • Items on clearance or marked as “Final Sale.”
  • Products damaged due to misuse or neglect after delivery.

3. The Refund Process (Cash on Delivery)

Since payment is made in cash to the courier, we do not provide instant cash refunds through the delivery driver. Once a return is approved, refunds are processed via:

  • Bank Transfer: You will need to provide your RIB (Relevé d’Identité Bancaire) so we can transfer the funds to your account.
  • Store Credit: We can provide a voucher code for the equivalent amount to be used for your next purchase on Atlas Urban.

Note: Please allow 3 to 7 working days for the bank transfer to be processed after we receive and inspect the returned item.

4. Shipping Costs for Returns

  • Defective or Wrong Items: If you received a damaged product or the wrong item, Atlas Urban will cover 100% of the return shipping costs.
  • Change of Mind: If you wish to return or exchange an item for personal reasons (e.g., size preference or “change of mind”), the customer is responsible for the return shipping fee (typically 30–45 DHS depending on the city).

5. How to Request a Return

To start a return, please contact our customer support team:

  • WhatsApp: +212 620-004824
  • Email: contact@atlasurban.shop
  • Support Hours: Monday – Friday (9:00 AM – 6:00 PM)

Please include your Order Number and a Photo/Video of the product if it is defective.

6. Order Cancellation

You may cancel your order at any time before it has been dispatched for delivery. Once the order is with our courier partner, we kindly ask that you respect the delivery process. Frequent “Refusal at Door” without a valid reason may result in the suspension of your account for future COD orders.