Home » General Terms and Conditions of Sale

General Terms and Conditions of Sale

MYMARKET.MA GENERAL TERMS AND CONDITIONS OF SALE

Version effective from July 29, 2026

PREAMBLE

These General Terms and Conditions of Sale, hereinafter referred to as the "GTC", govern the sale of products on the website www.mymarket.ma and on the MyMarket.ma mobile application.

The MyMarket.ma website and application are operated by:

RIZKOUNER SARL AU
Limited Liability Company with a single associate
Share capital: 100,000 MAD
Casablanca Commercial Register: 587503
ICE: 003300820000005
Tax ID: 53842626
Business License: 35427209
CNSS: 6488437
Address: Soft Park, B2, 2nd floor, Sidi Bernoussi – Aïn Sebaâ, 20250 Casablanca, Morocco
Phone: +212 5 22 66 15 18
Email: support@mymarket.ma

Hereinafter referred to as "MyMarket.ma", "MyMarket" or the "Seller".

MyMarket.ma primarily sells food products, beverages, fresh produce, hygiene products, cleaning products, everyday consumer goods, and various items offered on its website.

These GTC apply to orders placed by consumers for non-professional needs.

Orders placed in the context of a professional, commercial, hotel, restaurant, resale, or distribution activity may be subject to separate professional conditions, including the commercial conditions of LogiMarket.ma.

ARTICLE 1 – PURPOSE AND SCOPE

These GTC define the rights and obligations of MyMarket.ma and the customer within the framework of:

  • product presentation;

  • order creation and validation;

  • payment;

  • preparation;

  • delivery;

  • receipt;

  • claims;

  • returns;

  • refunds;

  • and the use of services offered by MyMarket.ma.

Any order placed on the website or application implies full, prior, and unreserved acceptance of these GTC.

Any specific conditions indicated on a product page, in the cart, during payment, or in the order confirmation supplement these GTC.

In case of contradiction, the specific conditions clearly brought to the customer's attention before order validation shall prevail for the operation concerned.

ARTICLE 2 – ACCEPTANCE AND ENFORCEABILITY OF THE GTC

Before confirming their order, the customer must be able to:

  • consult these GTC;

  • check the content of their cart;

  • check prices;

  • check delivery costs;

  • check the delivery address;

  • check the payment method;

  • correct any errors;

  • and then expressly accept the GTC.

Acceptance is formalized by the checkbox provided for this purpose during the order process.

Validation of the order constitutes acceptance of the GTC in their version applicable on the order date.

MyMarket.ma recommends that the customer save or print the GTC and their order confirmation.

The GTC remain accessible on the MyMarket.ma website on a medium allowing for their consultation, retention, and reproduction.

ARTICLE 3 – CUSTOMER CAPACITY

The customer declares to have the legal capacity necessary to enter into a contract and place an order.

When an order is placed on behalf of another person or a legal entity, the customer declares to have the necessary authority to bind that person.

The customer is responsible for the accuracy of the information provided when creating their account and placing their order.

ARTICLE 4 – PRODUCTS

4.1. Product Characteristics

MyMarket.ma presents the essential characteristics of the products available for sale, particularly based on information communicated by manufacturers, importers, suppliers, or distributors.

This information may include:

  • the brand;

  • the designation;

  • the quantity;

  • the weight;

  • the capacity;

  • the format;

  • the ingredients;

  • allergens;

  • storage conditions;

  • origin, when it must be indicated;

  • the consumption date;

  • and any other relevant information.

The customer must consult the product page before adding it to their cart.

In case of allergy, food intolerance, or specific diet, the customer must check the product labeling directly before consumption. The information physically appearing on the manufacturer's packaging prevails in case of any difference with a reproduction or description published on the website.

4.2. Photographs

Product photographs and illustrations are provided for informational purposes.

A minor change in packaging, color, presentation, design, or labeling decided by the manufacturer does not necessarily constitute non-conformity when the brand, reference, quantity, composition, and essential characteristics of the product remain identical.

MyMarket.ma will not replace a product with a different reference, brand, capacity, or product without the customer's agreement.

4.3. Products sold by weight

For products sold by weight, particularly certain fruits, vegetables, meats, fish, dairy products, or cut products, a slight variation may exist between the ordered weight and the actual prepared weight.

Where the ordering system allows, the final amount is calculated based on the actual prepared weight.

4.4. Short-dated products

Some products may be offered with an approaching expiry date or minimum durability date.

This characteristic must be clearly indicated on the product page, in the title, in the description, or in the relevant promotional section.

A customer who voluntarily orders a product clearly marked as short-dated cannot request a refund solely on the grounds that the announced date is approaching, provided that the product delivered actually matches the announced date or period.

ARTICLE 5 – PRODUCT AVAILABILITY

Products are offered while stocks last.

The presence of a product on the site does not guarantee that it will still be available at the time of actual order preparation.

A stock difference may exceptionally result from:

  • a simultaneous order;

  • an inventory error;

  • a damaged product discovered during preparation;

  • a synchronization error;

  • a supplier shortage;

  • or an event beyond MyMarket.ma's control.

When a product is unavailable, MyMarket.ma may:

  • remove the product from the order;

  • inform the customer;

  • deduct its amount from the remaining total to be paid;

  • or refund the amount already collected.

No substitute product will be sent without the customer's prior agreement.

The unavailability of one or more products does not automatically lead to the cancellation of other available products, unless the customer requests the cancellation of the entire order before preparation begins and such cancellation is still materially possible.

ARTICLE 6 – PRICE

Prices are indicated in Moroccan dirhams, all taxes included, unless otherwise stated.

The applicable price is that displayed at the time of final order validation.

Prices may change depending on:

  • supplier tariffs;

  • import costs;

  • promotions;

  • market fluctuations;

  • taxes;

  • or availability.

A price modification subsequent to the order validation does not apply to an already confirmed order.

Delivery fees, service charges, or any additional fees are displayed before final order validation.

In the event of an obvious pricing error, particularly a null, negligible, or unreasonably disproportionate price compared to the usual value of the product, MyMarket.ma may suspend or cancel the affected sale. The customer will be informed, and any amount collected for the cancelled product will be refunded.

ARTICLE 7 – PROMOTIONS, CODES, AND BENEFITS

Promotions and promotional codes are subject to the conditions announced at the time of their publication.

Unless otherwise stated:

  • only one promotional code can be used per order;

  • offers are not cumulative;

  • codes are limited to their validity period;

  • certain products or categories may be excluded;

  • an offer may be limited to one customer, one account, one phone number, one address, or one household;

  • a minimum purchase amount may be required.

MyMarket.ma may cancel a benefit obtained through:

  • multiple accounts belonging to the same person;

  • false information;

  • automated use;

  • misappropriation of the promotional mechanism;

  • or any other fraudulent maneuver.

The fact that a product is on promotion does not remove the customer's legal rights in case of a reference error, damaged product, or established non-conformity.

Short-dated products remain subject to the specific conditions clearly announced before ordering.

ARTICLE 8 – CUSTOMER ACCOUNT

When the customer creates an account, they must provide accurate and up-to-date information.

The customer is responsible for the confidentiality of:

  • their username;

  • their password;

  • their phone;

  • their email address;

  • and the means of accessing their account.

Any operation carried out from the customer's account is presumed to have been carried out by them, unless there is proof of fraudulent use not attributable to them.

In case of loss, theft, suspicious access, or unauthorized use, the customer must immediately:

  • change their password;

  • secure their email address;

  • and inform MyMarket.ma.

MyMarket.ma may suspend an account presenting a risk of fraud, identity theft, non-payment, or security breach.

ARTICLE 9 – ORDER PLACEMENT

To place an order, the customer must notably:

  1. select the products;

  2. check their cart;

  3. enter or confirm their contact details;

  4. enter a complete delivery address;

  5. select the available delivery method;

  6. select a payment method;

  7. check the total amount;

  8. accept these GTC;

  9. definitively confirm the order.

The customer can correct their order before final validation.

The order must notably include:

  • the recipient's first and last name;

  • a reachable phone number;

  • a valid email address;

  • the city;

  • the neighborhood;

  • the street or boulevard name;

  • the building, residence, villa, or premises number;

  • the apartment number, where applicable;

  • the floor and any necessary indications;

  • as well as reasonable access or delivery constraints.

The mere indication of a neighborhood, zone, or city name without a precise address may be considered insufficient.

MyMarket.ma may put the order on hold until a complete address is obtained.

ARTICLE 10 – CONFIRMATION AND FORMATION OF THE CONTRACT

After validation, the customer receives a confirmation by email, notification, message, or any other durable medium.

The confirmation may notably include:

  • the order number;

  • the products ordered;

  • the quantities;

  • the price;

  • delivery costs;

  • the address;

  • the payment method;

  • and delivery information.

MyMarket.ma may refuse or cancel an order for a legitimate reason, notably:

  • unavailability;

  • an obvious pricing error;

  • an incomplete or inconsistent address;

  • a lack of payment authorization;

  • a suspicion of fraud;

  • a previous unpaid amount;

  • repeated abusive cancellations or refusals;

  • an abnormal quantity for consumer purchase;

  • a risk to staff or carrier safety;

  • or a material impossibility of delivery.

The customer is informed of the cancellation and any amounts collected for the cancelled products are refunded according to the applicable conditions.

ARTICLE 11 – MODIFICATION AND CANCELLATION BEFORE DELIVERY

The customer may request a modification or cancellation as long as the order preparation has not begun.

The request must be addressed to customer service with the order number.

MyMarket.ma does not guarantee that a request can be fulfilled when:

  • picking has started;

  • products have been prepared;

  • fresh products have been selected or conditioned;

  • the order has been packed;

  • the carrier's waybill has been created;

  • or the order has been handed over to the delivery person or carrier.

A request addressed to customer service does not constitute acceptance of the modification or cancellation. The modification is only effective after confirmation by MyMarket.ma.

When the order has already been dispatched, the customer must follow the receipt procedure outlined in these GTC.

Repeated cancellations, fictitious orders, and abusive delivery refusals may lead to account restriction or the obligation to pay for future orders in advance.

ARTICLE 12 – PAYMENT METHODS

The available payment methods are those displayed at the time of order. They may vary depending on the city, delivery zone, amount, or nature of the order.

They may notably include:

  • cash on delivery;

  • Online payment by bank card;

  • Bank transfer;

  • Payment by electronic terminal upon delivery (TPE), when this service is available;

  • Check (Casablanca Only), subject to prior acceptance by MyMarket.ma.

Any accepted check must be:

  • issued by a bank domiciled in Morocco;

  • correctly filled out;

  • signed;

  • and made out to the order of RIZKOUNER SARL AU.

MyMarket.ma may request an ID, the issuer's contact details, or any necessary proof for check payment.

In case of payment by bank transfer, preparation may be suspended until actual receipt of funds.

The customer guarantees that they have the necessary authorization to use the selected payment method.

In case of bank authorization refusal, incomplete payment, incident, opposition, or suspicion of fraud, MyMarket.ma may suspend or cancel the order.

Online payments are processed by the payment providers displayed at the time of checkout. MyMarket.ma does not store the full bank card number when it is directly processed by the payment provider.

Products remain the property of RIZKOUNER SARL AU until full payment of the price.

ARTICLE 13 – DELIVERY

13.1. Areas Served

MyMarket.ma delivers in Morocco within the areas served by its fleet or its partner carriers.

The availability of a delivery method is determined at the time of the order according to the address provided.

Some remote destinations, towns, villages, or hamlets may require pickup from the carrier's local agency. When this modality is known before shipment, the customer is informed.

MyMarket.ma no longer offers order collection at the depot, except by exceptional written agreement.

13.2. Delivery in Casablanca and nearby areas

Deliveries in Casablanca and nearby areas served by MyMarket.ma are carried out by the MyMarket.ma fleet or by an appointed service provider.

Available slots are displayed when ordering.

Delivery can be made on the same day subject to:

  • slot availability;

  • product availability;

  • payment validation;

  • traffic conditions;

  • and the absence of exceptional circumstances.

13.3. Delivery outside Casablanca

National orders are mainly entrusted to partners Sendit and Chronodiali or any other carrier selected by MyMarket.ma.

The usual delivery time is generally twenty-four to forty-eight working hours after shipment, depending on the destination.

This deadline is indicative. It may be extended in case of:

  • remote destination;

  • weekend;

  • public holiday;

  • agency closure;

  • difficult access;

  • bad weather;

  • high activity;

  • breakdown;

  • or an event independent of MyMarket.ma.

13.4. Products excluded from national delivery

To preserve the cold chain and food safety, some products may be unavailable outside Casablanca, including:

  • frozen products;

  • fresh products requiring controlled temperature;

  • refrigerated dairy products;

  • meats;

  • fish;

  • poultry;

  • fresh fruits and vegetables;

  • eggs;

  • and products presenting a particular risk during transport.

Applicable restrictions are indicated on the website or determined automatically according to the address.

13.5. Delivery charges

The amount of delivery charges is displayed before final validation of the order.

Fees may depend on:

  • the city;

  • the zone;

  • the order amount;

  • the delivery method;

  • or a promotional offer.

The price displayed in the final order summary prevails.

13.6. Transfer of risks

Risks related to the products are transferred to the customer upon effective delivery of the order to the customer, the designated recipient, or the person accepting delivery at the communicated address.

ARTICLE 14 – CUSTOMER PRESENCE AND ACCESSIBILITY

The customer must be reachable and available during the announced delivery slot or period.

The order can be handed over to:

  • the customer;

  • a designated person;

  • a household member;

  • a caretaker;

  • a receptionist;

  • or any person present at the address and accepting the order with the express or apparent consent of the customer.

The person receiving the order must perform the same checks as the customer.

The client must ensure that:

  • the address is accessible;

  • the delivery person can present themselves under normal and safe conditions;

  • access authorizations have been obtained;

  • and a person is present to receive and check the order.

If the customer is absent, unreachable, or refuses a compliant order without legitimate reason, MyMarket.ma may:

  • have the order returned;

  • charge new delivery fees;

  • request advance payment for a new shipment;

  • or suspend future orders.

Fresh, refrigerated, or quickly perishable products cannot be returned to stock when their storage chain has been compromised.

ARTICLE 15 – MANDATORY ORDER VERIFICATION

15.1. General Principle

The customer is obligated to check their order upon delivery.

The check must particularly cover:

  • the number of packages;

  • the number of products;

  • the references;

  • the brands;

  • the formats;

  • the capacities;

  • the quantities;

  • the external condition;

  • the packaging;

  • leaks;

  • breakages;

  • open or pierced products;

  • visible expiration dates;

  • and any anomaly that can be observed during a normal check.

The customer must take the necessary time to carry out this check according to the procedures described below.

Signing the delivery note, electronic validation of delivery, payment, or unconditional acceptance constitutes acknowledgment of receipt of the order and the absence of any apparent anomaly observed during its handover.

ARTICLE 16 – DELIVERIES IN CASABLANCA

For any delivery made in Casablanca by a MyMarket.ma delivery person or a delivery person mandated by MyMarket.ma, the customer must obligatorily check the entire order in the presence of the delivery person and before their departure.

In case of a product:

  • missing;

  • delivered in incorrect quantity;

  • different from the one ordered;

  • broken;

  • open;

  • pierced;

  • crushed;

  • damaged;

  • leaking;

  • with an expired consumption date;

  • or showing any other apparent anomaly,

the customer must immediately contact MyMarket.ma customer service while the delivery person is still present.

The customer must communicate their order number and allow customer service to communicate with the delivery person.

The incorrect, damaged, or contested product must be immediately returned to the delivery person. It must not be kept, used, consumed, transferred, or discarded.

MyMarket.ma may request photographs to identify:

  • the product;

  • its condition;

  • its barcode;

  • its batch number;

  • its best-before date or minimum durability date;

  • and its attachment to the order.

After the delivery driver's departure, no claim relating to a supposedly missing product, a quantity error, a reference error, breakage, leakage, apparent deterioration, or a visible date that could have been checked at the time of delivery will lead to a refund, credit note, or replacement, within the limits authorized by applicable legislation.

ARTICLE 17 – DELIVERIES BY SENDIT

As Sendit allows the package to be opened upon delivery, the customer must open and check the contents of the order in the presence of the Sendit delivery person, before final acceptance and, in case of cash on delivery, before payment.

In the presence of:

  • an incomplete package;

  • a missing product;

  • an incorrect product;

  • breakage;

  • deterioration;

  • an open product;

  • a leak;

  • an expired date;

  • or any other apparent anomaly,

the customer must refuse the entire package.

No item should be removed, kept, or consumed from a refused package.

The customer must ask the delivery person to record the refusal and its reason in the carrier's system or on the delivery note.

The customer must immediately inform MyMarket.ma customer service and, if possible, send:

  • a photograph of the package;

  • a photograph of the Sendit label;

  • a photograph of the anomaly;

  • and the order number.

The refused package is returned in its entirety to the MyMarket.ma depot.

Any decision for re-shipment, replacement, credit note or refund occurs after the physical receipt and inspection of the return.

When the customer accepts a Sendit package without reservation after having had the opportunity to open and check it, no subsequent claim concerning a missing, incorrect, visibly damaged product, or a product with a visible date can give rise to compensation, within the limits authorized by applicable law.

ARTICLE 18 – DELIVERIES BY CHRONODIALI

As Chronodiali does not allow opening the package in the presence of the delivery driver, the customer must first carefully examine the external condition of the package before accepting it.

The customer must refuse the package when it is:

  • open or partially open;

  • torn;

  • crushed;

  • pierced;

  • wet;

  • repackaged;

  • resealed with unusual adhesive;

  • missing its label;

  • or obviously damaged.

The reason for refusal must be recorded with the Chronodiali delivery driver.

The customer must also immediately inform MyMarket.ma customer service.

When the package is externally intact and accepted, the customer must open it immediately after delivery, before moving, storing, mixing, opening, using, or consuming the products.

To allow verification of any potential claim concerning a missing product, the customer is requested to film the complete unboxing of the package in a continuous, uncut, and uninterrupted video.

The video must show:

  • the still completely sealed package;

  • all sides of the package;

  • the Chronodiali label;

  • the shipping number;

  • the opening of the package;

  • its entire contents;

  • and each product removed.

In the absence of a continuous unboxing video, a claim concerning a supposedly missing product can only be accepted if MyMarket.ma's internal checks reveal a matching anomaly in preparation, stock, picking, packing, available weight, or shipping.

Any complaint concerning an incorrect, damaged, deteriorated, or expired product must be declared immediately after opening and must be accompanied by all the supporting documents provided in the following article.

ARTICLE 19 – MANDATORY SUPPORTING DOCUMENTS FOR ANY CLAIM

Any claim made after a package has been delivered must include the necessary elements for its verification.

Depending on the nature of the claim, the customer must provide:

  1. the MyMarket.ma order number;

  2. the name and phone number used during the order;

  3. the carrier's shipping number;

  4. a complete photograph of the received package;

  5. a legible photograph of the shipping label;

  6. a photograph of all received products, arranged together and visible in a single image, when the claim concerns a quantity or a missing product;

  7. a general photograph of the product concerned;

  8. a close-up photograph clearly showing the damage, error, or anomaly;

  9. a legible photograph of the barcode;

  10. a legible photograph of the lot number;

  11. a legible photograph of the expiration date or the best-before date;

  12. a photograph of the inner and outer packaging;

  13. the continuous video of the package opening when required to verify a missing product;

  14. and any other element reasonably necessary for verification.

The photographs must be:

  • clear;

  • legible;

  • uncut;

  • unmasked;

  • unmodified;

  • and allow unambiguous identification of the product.

A simple declaration, a blurry image, a partial photograph, an old capture, an image from another order, or a photograph that does not allow verification of the lot, date, or barcode is not sufficient to establish MyMarket.ma's responsibility.

The transmission of a photograph does not automatically entitle to a refund, credit, or replacement.

ARTICLE 20 – TRACEABILITY, BATCH NUMBER AND BBD

MyMarket.ma records available information relating to references, quantities, lot numbers, and dates of products prepared and dispatched from its warehouse.

Any complaint may be compared with:

  • the order number;

  • the SKU;

  • the barcode;

  • the batch number;

  • the use-by date (DLC) or best-before date (DDM);

  • stock movements;

  • picking operations;

  • packing operations;

  • recorded quantities;

  • the package weight, when available;

  • and carrier information.

If the batch number, date, barcode, or reference presented by the customer does not match the data of the order concerned, MyMarket.ma may reject the complaint on the grounds that the product presented cannot be linked to that order.

A photograph of a product with the same name or brand does not, by itself, prove that this product came from the disputed order.

In the event of a complaint concerning an expired date, the batch number and date appearing on the product must imperatively be comparable to the batch and date recorded when it left the warehouse.

ARTICLE 21 – STORAGE AND RETURN OF THE DISPUTED PRODUCT

The customer must keep the product subject to the complaint in its exact condition, with:

  • its contents;

  • its original packaging;

  • its label;

  • its barcode;

  • its batch number;

  • its use-by date (DLC) or best-before date (DDM);

  • and the delivery packaging.

The product must not be:

  • consumed;

  • used;

  • emptied;

  • transferred;

  • mixed;

  • modified;

  • repaired;

  • discarded;

  • destroyed;

  • given away;

  • or replaced by another product.

MyMarket.ma may request the collection or physical return of the product for inspection.

If the product presents an alleged health risk, the customer must immediately cease consuming or using it and store it according to the conditions indicated on its packaging until instructions from MyMarket.ma are received.

No refund, credit, or replacement will be granted before verifications are completed and, when MyMarket.ma requires it, before the product is collected.

If the customer can no longer present or return the product, its contents, packaging, batch, or date, the complaint may be refused due to the impossibility of verifying its origin and actual condition.

ARTICLE 22 – COMPLAINT PROCESSING

The receipt of a complaint does not constitute an acknowledgement of MyMarket.ma's liability.

MyMarket.ma verifies, among other things:

  • the conformity of supporting documents;

  • the consistency of photographs;

  • the batch number;

  • the date;

  • the barcode;

  • the reference;

  • stock data;

  • preparation data;

  • shipping data;

  • carrier details;

  • and any physical return.

After verification, MyMarket.ma may:

  • reject a complaint that is insufficiently justified;

  • request additional information;

  • collect the product;

  • replace the product;

  • issue a credit note with the customer's agreement;

  • refund the product;

  • or arrange a new shipment.

The solution is determined according to:

  • the nature of the anomaly;

  • the value of the product;

  • the evidence;

  • the results of the inspection;

  • and the applicable legal provisions.

ARTICLE 23 – FRAUD AND FALSIFICATION OF COMPLAINTS

Fraud attempts include, but are not limited to:

  • product substitution;

  • presentation of a product from another purchase;

  • label modification;

  • falsification of a batch number;

  • date modification;

  • reuse of photographs;

  • image retouching;

  • use of an old video;

  • deliberate concealment of part of the package;

  • and any false statement.

When fraud or attempted fraud is established or seriously documented, MyMarket.ma may:

  • reject the complaint;

  • suspend or close the account;

  • cancel promotional benefits;

  • refuse future orders;

  • require full upfront payment;

  • retain evidence related to the incident;

  • inform the carrier or relevant service provider;

  • and take any legally permissible action.

ARTICLE 24 – RIGHT OF WITHDRAWAL

24.1. Principle

For products that are legally eligible, the consumer has a period of seven clear days from receipt to exercise their right of withdrawal, without having to justify their decision and subject to return costs.

The request must be sent to support@mymarket.ma and specify:

  • the customer's name;

  • the order number;

  • the product concerned;

  • the date of receipt;

  • and the unequivocal decision to withdraw.

24.2. Excluded Products

The right of withdrawal cannot be exercised for products that are:

  • likely to deteriorate quickly;

  • likely to expire quickly;

  • fresh;

  • refrigerated;

  • frozen;

  • food products whose storage conditions can no longer be guaranteed after delivery;

  • prepared, cut, or packaged according to the customer's request;

  • customized;

  • which, due to their nature, cannot be re-shipped;

  • or whose sanitary integrity can no longer be guaranteed after opening or handling.

This notably concerns, depending on their nature:

  • fruits and vegetables;

  • meats;

  • fish;

  • poultry;

  • dairy products;

  • refrigerated dairy products;

  • frozen products;

  • fresh products;

  • bakery products;

  • prepared products;

  • eggs;

  • and clearly advertised short-dated products.

The right of withdrawal also does not apply when a food, hygiene, or cleaning product has been opened, unsealed, consumed, used, deteriorated, or rendered unfit for resale.

24.3. Eligible Products

When a non-perishable product is legally eligible for return, it must be:

  • unopened;

  • unused;

  • unsealed;

  • complete;

  • clean;

  • in its intact original packaging;

  • accompanied by any accessories;

  • and accompanied by the invoice or order confirmation.

The customer bears the costs and risks of return when the withdrawal is not due to a fault of MyMarket.ma.

No return should be sent without prior instruction from customer service.

ARTICLE 25 – REFUNDS

When a refund is legally due, MyMarket.ma processes it using the original payment method when technically possible.

For an order paid in cash, by check, or by a method that does not allow for automatic refund, the refund may be made:

  • by bank transfer;

  • by any other means agreed upon with the customer;

  • or as a credit note only with the customer's agreement.

In the event of a valid exercise of the right of withdrawal, the refund will be made within the applicable legal period and no later than fifteen days following the exercise of the right, subject to the receipt of the items or products whose return is required.

In the event of unavailability of a paid product, the refund will be made without undue delay and within the applicable legal period.

A credit note accepted by the customer cannot be converted into cash unless MyMarket.ma agrees or legal provisions state otherwise.

Promotional benefits, discounts, or points linked to a refunded product may be canceled or recalculated.

ARTICLE 26 – PRODUCT GUARANTEES AND SAFETY

Products sold benefit from the mandatory legal guarantees applicable.

The immediate inspection procedures provided for in these General Terms and Conditions do not negate MyMarket.ma's legal obligations but determine the necessary elements to verify the origin, batch, date, and condition of the product presented.

In the event of a health alert or official recall concerning a product, MyMarket.ma may:

  • contact affected customers;

  • suspend sales;

  • request a halt to consumption;

  • organize collection;

  • and apply instructions from the manufacturer, importer, or competent authority.

The customer must comply with the temperatures, storage conditions, usage advice, and dates indicated on the product after delivery.

MyMarket.ma cannot be held responsible for deterioration resulting from, in particular:

  • inadequate storage;

  • a break in the cold chain after delivery;

  • exposure to heat;

  • consumption after the indicated date;

  • misuse;

  • or non-compliance with the manufacturer's instructions.

ARTICLE 27 – FIGHT AGAINST UNPAID INVOICES AND ABUSIVE ORDERS

MyMarket.ma may retain information necessary for managing payment incidents and fraudulent orders in compliance with applicable legislation.

MyMarket.ma may limit or refuse orders from a customer who presents, in particular:

  • an unpaid invoice;

  • several bounced checks;

  • several unjustified refusals;

  • several abusive cancellations;

  • false addresses;

  • false numbers;

  • fraudulent use of promotions;

  • falsified complaints;

  • or threatening behavior towards staff or delivery personnel.

MyMarket.ma may require this customer to:

  • pay online;

  • make an advance transfer;

  • or use any secure payment method before preparation.

ARTICLE 28 – LIABILITY

MyMarket.ma is responsible for the proper execution of the obligations arising from the order under the conditions provided by applicable legislation.

MyMarket.ma's liability cannot be invoked when the non-performance or improper performance results from:

  • a customer's fault;

  • incorrect information;

  • an inaccessible address;

  • an absence;

  • an unjustified refusal;

  • non-compliance with storage conditions;

  • an unforeseeable and insurmountable act of a third party;

  • or a case of force majeure.

MyMarket.ma does not guarantee continuous and uninterrupted operation of the website, application, payment services, telecommunication networks, or tracking systems.

In the event of an interruption, MyMarket.ma will take reasonable measures to restore service.

No clause in these General Terms and Conditions can exclude liability that cannot be legally excluded.

ARTICLE 29 – FORCE MAJEURE

Neither party can be held responsible for a failure caused by an event of force majeure recognized by Moroccan legislation.

Such events may include, depending on their characteristics:

  • a fire;

  • a flood;

  • an earthquake;

  • an epidemic;

  • an administrative decision;

  • a war;

  • a riot;

  • a road blockage;

  • a general strike;

  • a major power outage;

  • a network outage;

  • an exceptional supply interruption;

  • a serious accident;

  • an imposed closure;

  • or any unforeseeable, irresistible, and external event.

The hindered party shall inform the other party as soon as possible.

When the hindrance makes performance definitively impossible, the concerned order may be canceled and the amounts corresponding to the unperformed services will be refunded in accordance with the law.

ARTICLE 30 – PERSONAL DATA

RIZKOUNER SARL AU is responsible for the processing of personal data carried out within the framework of the MyMarket.ma website and application.

Data may be used for, in particular:

  • creating and managing the account;

  • processing orders;

  • preparing products;

  • organizing delivery;

  • collecting payments;

  • managing invoices;

  • processing complaints;

  • preventing fraud;

  • ensuring traceability;

  • improving services;

  • comply with legal obligations;

  • and send commercial communications when the customer has consented to them or when permitted by law.

Data may be communicated, to the extent necessary for their missions, in particular, to:

  • RIZKOUNER SARL AU's internal departments;

  • IT service providers;

  • hosting providers;

  • e-commerce platforms;

  • payment service providers;

  • banks;

  • carriers;

  • delivery services;

  • customer service providers;

  • communication service providers;

  • authorized administrative or judicial authorities.

Some service providers may host or process data outside of Morocco. Transfers are governed in accordance with Law N° 09-08 and applicable formalities with the CNDP.

The customer has, in accordance with Law N° 09-08, a right to access and rectify data. They may also object to the processing for legitimate reasons under the conditions provided by law.

These rights can be exercised with:

RIZKOUNER SARL AU – Personal Data Department
Soft Park, B2, 2nd floor, Sidi Bernoussi – Aïn Sebaâ, 20250 Casablanca
Email: support@mymarket.ma

Information relating to processing, retention periods, recipients, and customer rights are detailed in MyMarket.ma's Privacy Policy.

ARTICLE 31 – COOKIES

The website and application may use:

  • strictly necessary cookies;

  • session cookies;

  • shopping cart cookies;

  • security cookies;

  • audience measurement cookies;

  • personalization cookies;

  • and advertising cookies subject to consent when required.

Necessary cookies for operation may be placed without consent when they are essential to the requested service.

Other cookies are managed according to the choices expressed by the user in the preference management tool.

The user can withdraw or modify their consent.

Refusal of certain cookies may limit some functionalities without preventing access to essential services.

ARTICLE 32 – INTELLECTUAL PROPERTY

The website, application, MyMarket.ma brand, logos, texts, images, databases, graphic elements, interfaces, content, and software are protected by applicable intellectual property rights.

Any reproduction, extraction, reuse, modification, dissemination, or exploitation without prior written authorization is prohibited, except within the limits provided by law.

The creation of a simple link to the site is authorized only when it:

  • does not create any confusion;

  • does not harm the image of MyMarket.ma;

  • and does not present the site as being affiliated with a third party without authorization.

ARTICLE 33 – PROOF AND ARCHIVING

Electronic data retained by MyMarket.ma may include, but is not limited to:

  • orders;

  • confirmations;

  • payments;

  • emails;

  • exchanges with support;

  • messages;

  • delivery statuses;

  • slips;

  • stock movements;

  • batches;

  • dates;

  • picking and packing operations;

  • and elements transmitted by carriers.

These elements can be used as proof under the conditions provided by Moroccan law.

Documents are retained for the period necessary for order management, exercise of rights, accounting, tax, commercial, and legal obligations.

ARTICLE 34 – CUSTOMER SERVICE

For any questions regarding an order, the customer can contact MyMarket.ma:

Phone: +212 5 22 66 15 18
Email: support@mymarket.ma
Address: Soft Park, B2, 2nd floor, Sidi Bernoussi – Aïn Sebaâ, 20250 Casablanca, Morocco

Any request must, where applicable, indicate:

  • the order number;

  • the customer's name;

  • the phone number;

  • and the precise nature of the request.

Orders are not necessarily taken or modified via WhatsApp. Any modification must be expressly confirmed by MyMarket.ma.

ARTICLE 35 – AMENDMENT OF THE GTC

MyMarket.ma may amend these GTC to take into account:

  • a legal development;

  • a regulatory development;

  • a modification of services;

  • a modification of carriers;

  • an evolution of payment methods;

  • or a modification of the organization.

The applicable version is the one accepted by the customer at the time of the order.

A subsequent modification does not apply retroactively to an already concluded order.

ARTICLE 36 – PARTIAL NULLITY

If a provision of these GTC is declared null, illegal, or unenforceable, the other provisions remain in force.

The provision concerned is interpreted or replaced to the extent necessary to comply with mandatory legal provisions while preserving the initial objective as much as possible.

ARTICLE 37 – NO WAIVER

The fact that MyMarket.ma does not immediately apply a provision of these GTC does not constitute a waiver of its right to apply it later.

ARTICLE 38 – AMICABLE SETTLEMENT

In case of difficulty, the customer must first contact customer service to seek an amicable solution.

The complaint must clearly state:

  • the order number;

  • the facts;

  • the request;

  • and supporting documents.

MyMarket.ma examines the request based on available information and responds within a reasonable time.

ARTICLE 39 – APPLICABLE LAW AND COMPETENT JURISDICTION

These GTC and orders are subject to Moroccan law.

In case of a dispute with a consumer and in the absence of an amicable agreement, the competent jurisdiction is, at the consumer's choice and in accordance with applicable legislation:

  • the court of their domicile;

  • the court of their place of residence;

  • or the jurisdiction of the place where the event causing the damage occurred.

For exclusively professional relationships not subject to consumer law, the rules of jurisdiction provided in the applicable professional conditions may differ.

ARTICLE 40 – ENTRY INTO FORCE

These General Terms and Conditions of Sale come into force on January 01, 2026.

They replace all previous versions of MyMarket.ma's General Terms and Conditions of Sale.

Any order validated from this date is subject to this version.