Refund policy
Return and refund policy
H and R Agency FZ-LLC
Last updated: May 12, 2025
1. General terms and conditions
This policy governs the conditions under which a customer may exercise his or her right of withdrawal or request the return of a product purchased via the official website of H and R Agency FZ-LLCa limited liability company incorporated as a free zone in the Ras Al Khaimah Economic Zone Authority (RAKEZ)under license number 17005362.
It applies to all customers residing in the territories served by the company, in compliance with the following legislation:
- Consumer Rights Act 2015 (UK)
- Directive 2011/83/EU on consumer rights (European Union)
- Federal Trade Commission Act and California Consumer Privacy Act (CCPA ) (United States)
- Canadian Consumer Protection Act and PIPEDA (Canada)
2. Right of withdrawal
In accordance with the aforementioned texts, all consumers have a period of fourteen (14) calendar days from receipt of the order to notify our customer service department of their wish to withdraw.
After this period, no request for return will be accepted, except in the exceptional cases described in article 7 below.
3. Returns procedure
All requests for returns must be submitted as follows:
- By e-mail to : contact@marcomoretti.fr
- Clearly indicating the order number and the reason for return
- Accompanied by photographs of the product taken from several angles, enabling its condition to be assessed
The request will be acknowledged within two (2) working daysfollowed by a decision of approval or refusal.
In the event of acceptance, the return address will be provided. The customer is responsible for all return costs..
4. Conditions of admissibility
To be eligible for a return, the product must :
- Be intact, unworn, unusedwithout any physical or aesthetic alteration
- be returned in its original packagingincluding any protection, instructions and accessories
- not have been customized or modified in any way
- Be accompanied by a proof of purchase (invoice or order confirmation)
- Must have been purchased exclusively on our official website: www.marcomoretti.fr
5. Exclusions
The following are expressly excluded from the scope of this policy:
- Products that have been clearly worn or used.
- items from exceptional promotions, flash sales or limited-time offers, except for obvious defects
- products with missing, damaged or incomplete packaging
- Any return not previously authorized in writing by our customer service department.
In case of fraudulent or repetitive return attempts, H and R Agency FZ-LLC reserves the right to restrict or suspend the customer's access to its sales platform..
6. Inspection and refund
Upon receipt of the returned product, a rigorous inspection will be carried out within three (3) to five (5) working days. If the product meets all of the above criteria, the refund will be initiated within five (5) to ten (10) working days following validation, by the same means of payment used at the time of purchase.
No reimbursement will be made before physical receipt of the product and final validation of its conformity..
7. Defective or non-conforming products
In the event of a product delivered with an apparent apparent defect or manufacturing faultthe customer must inform our customer service department within a maximum period of forty-eight (48) hours after delivery, enclosing clear photographic evidence.
After verification, and if the defect is proven, the customer will be offered, at his choice :
- free replacement of the product
- full refund of the order
Any declaration made after the deadline will not be accepted, except in the case of duly justified force majeure.
8. Liability and reserve
Return shipping costs are the sole responsibility of the customer, except in the case of a confirmed defective product. H and R Agency FZ-LLC cannot be held responsible for the loss, theft or deterioration of the parcel during its return transport.
Products returned without prior validation by our customer service department will be automatically refused, with no possibility of refund or return.
9. Modification reserve
H and R Agency FZ-LLC reserves the right to modify the provisions of this policy at any time, in particular to comply with applicable legislative or regulatory developments, without prior notice.
The current version may be consulted at any time at the following address: www.marcomoretti.fr
10. Legal information
Company H and R Agency FZ-LLC
Legal form Free Zone Limited Liability Company (FZ-LLC)
License number : 17005362
Competent authority Ras Al Khaimah Economic Zone Authority (RAKEZ)
Head office Compass Building - Al Hulaila, AL Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
Email CONTACT: contact@marcomoretti.fr
Customer service 7 days a week from 9am to 12pm and from 2pm to 5pm (GMT+4)