Returns & Exchanges
Your satisfaction matters to Primovera. If you are not completely happy with your purchase, you may return eligible items within 7 days of receiving your order, subject to the conditions below.
1. Return window
You have 7 days from the date you receive your order to request a return or exchange, provided the product meets the conditions in section 2.
2. Condition of returned items
To be accepted, returned footwear must be:
- unworn and in the same condition as received;
- in its original packaging, with labels and accessories intact;
- accompanied by proof of purchase (order number or receipt).
We reserve the right to refuse a return if the product shows signs of wear, damage caused by the customer, or missing packaging.
3. How to request a return
Contact us before sending anything back — by WhatsApp at +212 708 965 333 or email at contact@primovera.ma. Tell us your order number, the item(s) you wish to return, and the reason. We will confirm whether your return is eligible and explain the next steps.
4. Refunds
Once we receive and inspect the returned item, we will process your refund using the same payment method where possible. For cash-on-delivery orders, refunds are typically arranged by bank transfer or another method we agree with you. Refunds are issued within a reasonable timeframe after approval.
5. Exchanges and size swaps
If you need a different size, contact us within 7 days. Free size exchange may be available on eligible orders. If the replacement size is unavailable, we will offer a refund or an alternative solution.
6. Return shipping
Unless the product is defective or we made an error, return shipping costs are generally borne by the customer. We will confirm any exception when we approve your return request.
7. Defective or incorrect items
If you receive a defective product or an item that does not match your order, contact us immediately with photos. We will arrange a repair, replacement, or refund in line with applicable legal warranties and our Terms of Sale.
8. Non-returnable items
Items that have been worn outdoors, altered, or damaged after delivery cannot be returned. Personalised or final-sale products, if offered, will be marked as non-returnable at the time of purchase.
Last updated: June 2026.