Refund policy

1. RETURNS & REFUNDS POLICY

We have a 7-day return policy, which means you have 7 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it. It must not have been worn beyond a normal fitting, washed, altered, damaged or soiled. The item should be returned with its original tags and packaging whenever possible. You will also need your order number or proof of purchase.

To start a return, please contact us at hello@stillbasics.com with your order number and the item(s) you wish to return.

Returns should be sent to:

STILL — IN CARE STUDIO SARLAU
Résidence Star Younes 20 rue oumayma Essayeh, 7e étage, Casablanca
Morocco

Please contact us before sending your return so that we can provide you with the appropriate return instructions.

Unless the return is due to an incorrect, defective or damaged item, return shipping costs are the responsibility of the customer.

You can always contact us with any return questions at hello@stillbasics.com.

2. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order upon reception and contact us as soon as possible if your item is defective or damaged, or if you have received the wrong item.

Please contact hello@stillbasics.com with your order number and, where relevant, photographs showing the issue so that we can evaluate the situation and provide an appropriate solution.

If the return is due to an error on our part, or if the item received is defective, damaged or incorrect, STILL will cover the applicable return costs.

3. EXCEPTIONS / NON-RETURNABLE ITEMS

Certain products may not be eligible for return where an exception to the statutory right of withdrawal applies.

This may include items that have been made to your specifications or clearly personalised.

We cannot accept returned items that have been worn beyond a normal fitting, washed, altered, damaged or soiled after delivery.

Please contact us at hello@stillbasics.com if you have any questions about the eligibility of a particular item.

This policy does not affect your statutory rights in relation to defective, damaged or non-conforming products.

4. SALE ITEMS

Items purchased on sale or during a promotional offer remain eligible for return where the statutory right of withdrawal applies, subject to the conditions set out in this policy.

5. EXCHANGES

If you would like to exchange an item for another size, please contact us at hello@stillbasics.com within 7 days of receiving your order.

Exchanges are subject to product and size availability.

If the requested size is unavailable, you may return the eligible item in accordance with this policy and receive a refund.

Return shipping costs for a size exchange are the responsibility of the customer, unless the exchange is required because the item received was incorrect, defective or damaged.

6. RIGHT OF WITHDRAWAL

In accordance with applicable Moroccan consumer protection law, customers purchasing online generally have 7 days from the date they receive their order to exercise their right of withdrawal, without having to provide a reason or pay a penalty, subject to the exceptions provided by law.

Where applicable, return shipping costs remain the responsibility of the customer.

If the information required by law has not been confirmed to the customer in accordance with the applicable legal requirements, the withdrawal period may be extended to 30 days.

7. REFUNDS

Once you have exercised a valid right of withdrawal, STILL will refund the total amount due without delay and no later than 15 days from the date on which the right of withdrawal was exercised, in accordance with applicable Moroccan consumer protection law.

Where possible, refunds will be made using the original payment method.

For orders paid by cash on delivery, we may ask you to provide the information necessary to process your refund.

Once a refund has been processed, please note that your bank or payment provider may require additional processing time before the refunded amount appears in your account.

For any questions regarding your refund, please contact us at hello@stillbasics.com.