Terms and Conditions

Preamble

The following general terms and conditions of sale govern all transactions made via the MARRAKECH FINE FOOD (MFF) online catalogue. Any order placed on this website implies the customer’s unconditional and irrevocable acceptance of these terms and conditions.

MARRAKECH FINE FOOD (MFF) (hereinafter referred to as: MARRAKECH FINE FOOD Sarl) sells MARRAKECH FINE FOOD (MFF) products online in Morocco and abroad.

In an effort to better meet the expectations of its customers, MARRAKECH FINE FOOD Sarl has established an online sales network (via the Internet) for certain of its products.

The list of MARRAKECH FINE FOOD (MFF) products available for online purchase in Morocco can be viewed on the website www.marrakechfinefood.com.

The system thus established, which requires active engagement on the part of the customer, complies in every respect with the requirements governing distance selling, and in particular with Articles L. 111-1, L. 113-3 and L. 121-18 et seq. of the Consumer Code.

It is specified that MARRAKECH FINE FOOD Sarl does not engage in any telephone canvassing of its customers or prospective customers, and that consequently the provisions of the Consumer Code applicable to door-to-door telephone canvassing, in particular Articles L. 121-21 et seq. and L. 121-27 of the Consumer Code, do not apply to transactions covered by these general terms and conditions of sale.

Use of the distance selling process described in these general terms and conditions of sale is reserved solely for consumers, as defined by law and case law, acting exclusively on their own behalf.

Article 1: Scope

This contract is a distance contract intended to define the rights and obligations of the parties in connection with the sale of products by MARRAKECH FINE FOOD sarl via the internet, through the e-commerce platform.

These general terms and conditions of sale apply to all sales of MARRAKECH FINE FOOD Sarl products concluded either through the Customer Service department set up by MARRAKECH FINE FOOD Sarl, or via the online shop accessible from the Moroccan version of the website www.marrakechfinefood.com, for delivery to Europe, America, the Middle East and Asia.

1.1 - With regard to sales made by telephone, any sale of MARRAKECH FINE FOOD Sarl products via the Customer Service department established by MARRAKECH FINE FOOD Sarl is concluded subject to the condition precedent of the customer’s acceptance of these general terms and conditions of sale.

1.2 - With regard to sales via electronic means (the Internet), the customer declares that they have read these general terms and conditions of sale prior to placing their order. Confirmation of their order therefore constitutes acceptance, without restriction or reservation, of these general terms and conditions of sale.

In accordance with the provisions of Article 1369-1 of the Civil Code, these general terms and conditions of sale may be retained by any person visiting the website www.marrakechfinefood.com by means of a digital record and may also be reproduced by the customer by printing them; these general terms and conditions of sale shall remain applicable for as long as they appear on the website www.marrakechfinefood.com. In the event that, after the date of their removal from the website www.marrakechfinefood.com, these general terms and conditions of sale remain accessible to the public via other websites or by any other means, they shall nevertheless no longer be enforceable against MARRAKECH FINE FOOD Sarl.

Article 2: Identification of the offeror

MARRAKECH FINE FOOD Sarl
Trade licence: 45103518 | RC: 97291 | IF: 37559367 | CNSS: 1555536 | ICE: 002294906000071

Tel: (+212)5242-00009
Website: www.marrakechfinefood.com
Email: contact@marrakechfinefood.com
Address: 114-116 ZI SIDI GHANEM – 40 000, Marrakech - Morocco.

Article 3: Information regarding products

Information regarding all MARRAKECH FINE FOOD Sarl products available for sale via the Customer Service department of MARRAKECH FINE FOOD Sarl is available, along with their product codes, on the website www.marrakechfinefood.com

This information complies with the requirements of the laws and regulations in force, in particular Articles L. 111-1 and L. 113-3 of the French Consumer Code and the Ministerial Decree of 3 December 1987 on consumer information regarding prices.

Article 4: Ordering of items

4.1 Online orders

Orders may also be placed online via the e-commerce site accessible from the Moroccan version of the website www.marrakechfinefood.com. The customer is responsible for any telecommunications costs incurred when accessing the internet and using the website www.marrakechfinefood.com.

The photographs, graphics and descriptions of the products offered for sale are for illustrative purposes only and are in no way binding on MARRAKECH FINE FOOD Sarl. Customers may obtain further information by contacting the Customer Service Department of MARRAKECH FINE FOOD (MFF) by telephone.

In the event of a clear discrepancy between the characteristics of the items and their representation, MARRAKECH FINE FOOD Sarl shall not be held liable.

In order to purchase a product on their first order, the customer must open a customer account and complete an order form, filling in certain mandatory fields so that their selection can be processed by MARRAKECH FINE FOOD Sarl.

In the event of prolonged inactivity whilst logged in, the selection of items chosen prior to this inactivity may no longer be guaranteed. The customer will be asked to restart their product selection from the beginning.

All the steps required for the sale will be specified on the website www.marrakechfinefood.com in accordance with the provisions of Article 1369-1 of the Civil Code.

In accordance with the provisions of Article 1369-2 of the Civil Code, the customer will have the opportunity, before definitively confirming their order, to check the details of their order and its total price, and to correct any errors, before confirming it to express their acceptance. Once the customer has confirmed their order, MARRAKECH FINE FOOD Sarl will acknowledge receipt of the order without delay and by electronic means.

However, the sale shall only be considered final once MARRAKECH FINE FOOD Sarl has sent the customer an order confirmation specifying the dispatch of the items. Only items that have been dispatched will be charged, including delivery costs.

4.2 Refusal of orders

In accordance with the provisions of Article L.122-1 of the French Consumer Code, MARRAKECH FINE FOOD Sarl shall be entitled to refuse any abnormal order or any order placed in bad faith.

Furthermore, MARRAKECH FINE FOOD Sarl shall be entitled to refuse any order from a customer with whom there is a dispute regarding payment for a previous order.

4.3 Cancellation or modification of an order

If the user wishes to postpone or cancel their delivery, they must contact MARRAKECH FINE FOOD (MFF) directly by email at least 24 (twenty-four) hours before the scheduled dispatch of their order, excluding Sundays.

In the event that the postponement or cancellation is requested less than 48 (forty-eight) working hours before the time specified at the time of the order, acceptance of such postponement or cancellation remains at the discretion of MARRAKECH FINE FOOD (MFF), which the User understands and accepts. Working hours are understood to mean normal opening days, excluding any exceptional closures of the establishment, which the User understands and accepts.

Article 5: Price of items

The price of items is inclusive of VAT, excluding delivery charges.

In accordance with the provisions of Article L.121-19 of the French Consumer Code, the customer shall receive, upon delivery, for each item, written confirmation of the price paid, detailing the price of the items and the delivery charges payable by the customer.

Article 6: Payment

When you place an order on our website, you can choose between two payment methods to settle your purchase.

6.1 Secure online payment

We accept major credit cards such as Visa and MasterCard via our partners PAYZONE/CMI. To use this option, please select “Payment by Credit Card” when finalising your order on our website. To prevent any attempts at fraud, we can only dispatch your goods after receiving formal confirmation of payment by credit card from the Interbank Payment Centre (CMI).

6.2 Cash on Delivery

If you prefer to pay for your order on delivery, we also offer this option. Simply select "Cash on Delivery" when placing your order online, and our delivery driver will hand over your parcel at the address provided at the time of purchase. To ensure the smooth running of our delivery process, we confirm your order as soon as it is placed to confirm your commitment to the purchase. Payment on delivery will only be considered final once payment has been received. Our delivery driver undertakes to hand over the ordered product as soon as they have received the full amount due. However, please note that online payments are preferred by our system, as they allow us to plan our deliveries more effectively and reduce waiting times for our customers.

Article 7: Delivery

A- Products are delivered to the address provided by the customer via the order form. Delivery charges will be communicated after the order has been confirmed, depending on the weight of the parcel and its destination.

B- The customer must verify the completeness and accuracy of the information provided. The customer cannot be held liable for any data entry errors or the resulting consequences in terms of delivery delays or errors. In this context, all costs incurred for the re-dispatch of the order shall be borne entirely by the customer.

C- MARRAKECH FINE FOOD (MFF) cannot be held liable for delivery delays resulting from errors or disruptions attributable to carriers (including total or partial strikes, particularly of postal services, transport and/or communications).The customer is required to check the condition of the packaging upon delivery and to report any damage to the carrier within 48 hours of receiving the parcel.

D- An email is sent to the customer to notify them that their parcel has been dispatched.

E- In the event of a delivery delay of more than three days from the date we indicated in the dispatch email, we suggest you check with ARAMEX to ensure the parcel is not held at the post office (parcels that could not be delivered to your home are available for collection at your local post office for 15 days; after this period, they are returned), and then, if necessary, to notify us of this delay by post or by sending us an email. We will then contact ARAMEX to initiate an investigation. An ARAMEX investigation may take up to 21 working days from the date it is opened. If, during this period, the product is found, it will be re-routed immediately to your home. If, however, the product is not found by the end of the 21-working-day investigation period, ARAMEX will consider the parcel lost. It is only after this period has elapsed that we can send you a replacement product. If the product(s) ordered are no longer available at that time, we will refund the cost of the products affected by the carrier’s loss.

Article 8: Satisfaction or your money back – right of withdrawal and return of items

MARRAKECH FINE FOOD Sarl wishes to ensure that any customers who are not satisfied with the items ordered may exercise their right of withdrawal, as provided for in Article L. 121-1 of the French Consumer Code, under the best possible conditions.

The customer may therefore return the delivered items within seven days of the delivery date, in their original packaging, complete (unopened and in the same condition as when dispatched) and accompanied by the carefully completed return form and a copy of the invoice, to the following address:
MARRAKECH FINE FOOD Sarl, Customer Relations Department, 114-116 ZI SIDI GHANEM – 40 000 Marrakech - Morocco

It is the customer’s responsibility to retain proof of this return, which means that the items must be returned by registered post or by any other means providing a definite date of delivery; the costs and risks of the return remain the responsibility of the customer.
Refunds for returned items at the invoiced price will be made, depending on the payment method used for the items, by bank transfer to the customer’s bank account within thirty days of MARRAKECH FINE FOOD Sarl receiving the returned items.

Items returned incomplete, damaged, soiled or in a state of disrepair caused by the customer will not be refunded.

Article 9: Exchanges

Perishable food products are excluded from the right of return for reasons of hygiene and safety. They cannot be returned if they have been opened or if they show obvious signs of damage caused by the customer.

However, here are some general points that may be relevant in the event that a return is possible:

If an error occurs during delivery – for example, the number of products ordered does not match the number received – the buyer must contact the MFF sales advisor at contact@marrakechfinefood.com within 48 hours to inform them of the error as soon as possible. Early notification is important to enable MFF to take corrective action quickly. If the error has indeed occurred, the customer may replace the product with another of the same value and MFF will cover the return costs.
If the packaging received is damaged or broken during delivery, the Buyer has 24 hours to provide evidence of the defect, such as photos of the damaged packaging, to the sales advisor at contact@marrakechfinefood.com, to support their claim. The customer service representative may assess the product to verify the validity of the customer’s claim and determine who is responsible for the error. However, the cost of returning the item remains the responsibility of the Buyer.

In both cases, the Buyer then has a period of 3 days (72 hours) to return the item to the following address: Marrakech Fine Food 114-116 Sidi Ghanem Industrial Estate, Route de Safi, Marrakech, the complete, unused product(s) in their original, unopened packaging, accompanied by the original packaging, the return form and the invoice.

Please wait for MFF to receive the returned product and carry out the necessary checks.
Once the exchange has been approved, you will receive the new product
If the products are not returned within the specified time limit, the order shall be deemed final and no exchange shall be possible.

Article 10: Conformity – Warranty

The customer must ensure that the items delivered to them correspond to their order. In the event that the items delivered do not comply with their order, the customer must inform MARRAKECH FINE FOOD Sarl’s Customer Service department by telephone and return the items in question.

Article 11: Intellectual Property Rights

The MARRAKECH FINE FOOD (MFF) brand, as well as all figurative and non-figurative trademarks and, more generally, all other trademarks, illustrations, images and logos appearing on MARRAKECH FINE FOOD (MFF) items, their accessories or their packaging, whether registered or not, are and shall remain the exclusive property of MARRAKECH FINE FOOD Sarl.

Any total or partial reproduction, modification or use of these trademarks, illustrations, images and logos, for any reason and on any medium whatsoever, without the express prior consent of MARRAKECH FINE FOOD Sarl, is strictly prohibited. The same applies to any combination or conjunction with any other trademark, symbol, logo and, more generally, any distinctive sign intended to form a composite logo. The same shall apply to all copyrights, designs and patents owned by MARRAKECH FINE FOOD Sarl.

Article 12: Proof of transactions paid by credit card

The data recorded by CMI on the Multi-channel payment platform on behalf of MARRAKECH FINE FOOD (MFF) constitutes proof of all commercial transactions between you and MARRAKECH FINE FOOD (MFF).

Article 13: Disputes – Applicable law

Any dispute arising from the performance and/or interpretation of this contract shall be brought before the Commercial Court of Marrakech.