Refund Policy

At Gouzwine, we pride ourselves on delivering exceptional quality in every product, from our delicate pastries to large custom cakes and exquisite Moroccan dishes. This Refund Policy outlines our approach to customer satisfaction and the specific conditions under which refunds may be granted.

1. Overview of Our Refund Approach

Gouzwine is committed to ensuring that every customer receives a product that meets our high standards for quality and craftsmanship. Our team carefully prepares each item with attention to detail, whether it’s for a special occasion, a large gathering, or an everyday treat. In light of this commitment, we have established a policy to address refund requests, taking into account the nature of our products and the resources involved in their creation.

2. Custom and Large Orders

Due to the custom and specialized nature of many of our products, particularly large cakes and traditional Moroccan platters, the following conditions apply:

• Advance Orders: For large cakes, Moroccan dishes (like couscous, bastilla, grilled meats), and other special orders, we require a deposit to secure the order. This deposit helps cover the resources and preparation time involved in crafting these unique products.
• Cancellations: Once an order is confirmed, cancellations may not be eligible for a refund due to the perishable ingredients and preparation time already invested. We ask customers to review all order details carefully before finalizing their requests.

3. Conditions for Refunds

 Refunds may be issued under specific circumstances to ensure fairness and maintain our commitment to quality. Refund requests will be reviewed based on the following criteria:

• Product Quality Issues: If a product is proven to be defective, damaged, or not up to our usual quality standards.
• Incomplete or Incorrect Orders: If the product received is incomplete, significantly incorrect, or does not match the original order specifications.
• Dissatisfaction with Custom Orders: For custom items that do not meet the agreed-upon specifications or expectations, we may consider a refund after a thorough review.

In cases where the product does not meet these standards, customers may contact us with evidence (such as photos) to verify the issue. Our team will carefully assess each case to determine whether a refund is appropriate.

4. Refund Process

If your refund request meets the conditions outlined above, we will process the refund as follows:

• Approval and Processing: Refund requests are evaluated on a case-by-case basis to ensure fairness. Upon approval, the refund will be processed to the original payment method within 7–10 business days.
• Partial Refunds: In certain cases, such as orders with multiple items, a partial refund may be issued for the specific item(s) that did not meet our standards.

5. Exclusions and Non-Refundable Items

Certain situations do not qualify for refunds:

• Change of Mind: Due to the custom and perishable nature of our products, refunds are not granted for changes of mind or preference once an order is placed.
• Timeliness: Refund requests must be submitted promptly upon receipt of the product. Delayed requests may not be eligible for consideration.

6. Our Guarantee of Customer Satisfaction

We strive to ensure that every product meets or exceeds customer expectations. If, for any reason, you are not satisfied with an order, please reach out to us directly. Our team is dedicated to resolving any issues in a way that maintains the trust and satisfaction of our valued customers.

7. Contact Information

For any questions or further assistance regarding this policy, please contact us through our Contact Us page. Our team is available to address your concerns and help with any inquiries related to our products and services.