Returns policy

When an order cannot be delivered, the parcel comes back to the warehouse of our production partner. You find it in My returns (menu Sales in your seller account). This page explains what you get back, how long we keep the product, and what you need to do.

1. Why an order comes back

The customer refuses the parcel.
The customer does not answer the phone (client unreachable).
The delivery fails: customer absent, wrong address, wrong phone number.
The customer cancels the order after it was shipped.

In all these cases, Todify is not responsible. The product was made and shipped as you ordered it. So we do not refund the product, the printing, the packaging or the confirmation call.

Tip: to get fewer returns, check your customer's phone number and address before you confirm the order, and tell them when the parcel is coming.

2. What you get back

Shipping fee: credited to your balance when the parcel reaches the warehouse (status In stock).
Return fee: we keep 5 DH for receiving, checking and storing the product.
No refusal fee: a refused parcel costs you nothing more.
Jumia orders: the shipping fee is not given back (Jumia delivers and collects the money). The 5 DH return fee also applies.

Example: shipping cost 35 DH. The customer refuses the parcel. When the parcel reaches the warehouse, you get 35 − 5 = 30 DH on your balance, and the product appears in My returns.

3. We keep the product for 3 months

The product is kept for 3 months in our partner's warehouse, from the day it arrives (status In stock).
Storage is free during these 3 months.
During these 3 months, the product is still yours. You must choose one of the two options below before the time is up.

4. Your two options

Option 1: resell the product to a new customer

This is the best way to get your money back.

Go to My returns, choose the product, then click Create order.
Enter the new customer's details and confirm.
The product is sent as it is: same model, same size, same color, same design.
You do not pay for the product a second time. You only pay shipping, packaging and handling (5 DH), and the confirmation call (5 DH) if the order is cash on delivery.

Option 2: have the product sent to you

Go to My returns, choose the product, then click Create order.
Enter your own address (or the address of the person who should receive it).
You only pay shipping and packaging (5 DH). If the amount to collect is 0 DH, there is no confirmation call to pay.

5. After 3 months

If the product is not resold or sent to your address before the 3 months are over:

it is no longer kept for you and becomes the property of Todify and its production partner;
it can be recycled, donated or destroyed;
no refund or compensation is possible.

A personalized product can almost never be sold to someone else. So check My returns every week and act quickly.

6. Frequently asked questions

Can I get more than 3 months?

No. The time limit is the same for all sellers, to keep space in the warehouse.

Can I resell the product in another size, color or with another design?

No. The product is already printed: it can only be sent as it is.

The returned product is damaged, what should I do?

My customer refused the parcel. Does Todify refund me?

No. Only the shipping fee is given back (minus 5 DH) when the parcel reaches the warehouse. The product stays yours for 3 months.

Need help?

WhatsApp or phone: Asmaa, your account manager: +212 6 69 74 04 38
Ticket: menu Support, then Create Ticket
Email: [email protected]