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Payment and Refunds

Payment Methods & Conditions

Last updated: 01.06.2025

1. Accepted Payment Methods

Velaya accepts the following payment methods:

  • Credit and debit cards (Visa, MasterCard, American Express)

  • Cash on Delivery (COD) – available in selected regions, primarily Morocco

  • Bank transfer (upon request, mainly for wholesale or B2B customers)


2. Payment Security

All payments are processed securely through certified payment providers using advanced encryption technologies (SSL). Velaya does not store full credit card details on its systems, ensuring your payment information remains protected.

3. Timing of Payment & Transfer of Ownership

  • Payment is due at the time of order placement.

  • Order processing and shipping only begin after full payment has been received.

  • Ownership of the purchased products transfers to the customer only after complete payment.

4. Currency, Pricing, and Taxes

  • All prices displayed include applicable Value Added Tax (VAT and TVA: 20% )for the delivery country where applicable.

  • For international orders outside the EU and Morocco, additional fees such as customs duties, import taxes, or other charges may apply and are the customer’s responsibility.


5. Payment Failures & Order Cancellations

  • If a payment fails (e.g., card is declined), Velaya reserves the right to cancel the order.

  • Payments already made will be refunded if the order is canceled prior to shipping.

  • After shipment, cancellations are only possible through returns in accordance with the applicable return policy.


6. Refunds

Refunds will be processed using the original payment method. Processing times vary by payment provider but generally take 5–14 business days.

7. Fraud Prevention

Velaya reserves the right to perform additional identity or security checks in case of suspicious payment activity to prevent fraud and protect both customers and the company.

8. Customer Support

If you have any questions or issues regarding your payment, please contact our customer support team:
📧 support@velaya.ma

Legal Notice

These payment terms comply with Moroccan commercial and consumer laws, EU consumer protection directives (especially for distance selling and online commerce), and international standards, ensuring fair and secure payment conditions for all customers.