Five routes, kept separate
B2C distance-sale withdrawal
- Rule
- Mandatory right where Law 31-08 applies and no statutory exception is established.
- Handling
- Notify ReneWave within the legal period, then follow the safe return instructions.
- Note
- No reason or penalty is required; return cost may remain with the consumer where the law permits.
Voluntary commercial return
- Rule
- Available only when no statutory withdrawal right applies and ReneWave agrees to take the product back.
- Handling
- Written approval states the condition, inspection, transport, credit or refund terms.
- Note
- This goodwill route never replaces a mandatory consumer right.
Custom project cancellation
- Rule
- Assessed against the accepted project document, actual progress and mandatory law.
- Handling
- Identify completed services, genuinely personalised goods and proven non-recoverable costs.
- Note
- Merely allocating a standard product internally does not create a statutory withdrawal exception.
Defect or non-conformity
- Rule
- Handled under the legal seller warranty and any additional commercial warranty that applies.
- Handling
- Diagnosis, evidence, repair, replacement, refund or other legally applicable remedy.
- Note
- A manufacturer decision does not remove mandatory rights against ReneWave as seller.
Professional / B2B return
- Rule
- Governed by the accepted B2B quote or contract and Moroccan commercial law.
- Handling
- Apply the agreed inspection, cancellation, warranty and dispute procedure.
- Note
- Consumer withdrawal rules do not automatically apply to a professional purchase.
| Case | Rule | Handling | Note |
|---|---|---|---|
| B2C distance-sale withdrawal | Mandatory right where Law 31-08 applies and no statutory exception is established. | Notify ReneWave within the legal period, then follow the safe return instructions. | No reason or penalty is required; return cost may remain with the consumer where the law permits. |
| Voluntary commercial return | Available only when no statutory withdrawal right applies and ReneWave agrees to take the product back. | Written approval states the condition, inspection, transport, credit or refund terms. | This goodwill route never replaces a mandatory consumer right. |
| Custom project cancellation | Assessed against the accepted project document, actual progress and mandatory law. | Identify completed services, genuinely personalised goods and proven non-recoverable costs. | Merely allocating a standard product internally does not create a statutory withdrawal exception. |
| Defect or non-conformity | Handled under the legal seller warranty and any additional commercial warranty that applies. | Diagnosis, evidence, repair, replacement, refund or other legally applicable remedy. | A manufacturer decision does not remove mandatory rights against ReneWave as seller. |
| Professional / B2B return | Governed by the accepted B2B quote or contract and Moroccan commercial law. | Apply the agreed inspection, cancellation, warranty and dispute procedure. | Consumer withdrawal rules do not automatically apply to a professional purchase. |
Practical decision matrix
Standard in-stock product, unopened, unused
- Rule
- Statutory withdrawal applies where eligible; otherwise a voluntary return may be requested.
- Handling
- Provide proof of purchase, the complete product and follow the confirmed return route.
- Note
- Return shipping follows the statutory or approved commercial route.
Opened but uninstalled product
- Rule
- Opening alone does not automatically cancel a statutory right.
- Handling
- Record condition, accessories, serial number and handling beyond ordinary inspection.
- Note
- Any proposed reduction or refusal must have a lawful, documented basis.
Used, wired, programmed or commissioned product
- Rule
- The applicable right depends on the sale, use, condition and any statutory exception.
- Handling
- Inspection separates withdrawal, damage, defect, warranty and paid restoration.
- Note
- No blanket “electrical products cannot be returned” rule is applied.
Electrical or solar safety product
- Rule
- Safety and traceability require inspection but do not create an automatic statutory exclusion.
- Handling
- Check seals, terminals, wiring, impact, configuration, serial number and transport requirements.
- Note
- A suspected defect follows the warranty route.
Special order or configured product
- Rule
- A standard product sourced for a client is not automatically personalised.
- Handling
- Check whether it was genuinely made to specification and whether a legal exception applies.
- Note
- Outside mandatory withdrawal, proven non-recoverable costs may be considered under the accepted contract.
Custom-designed system
- Rule
- Standard goods, personalised elements and services are identified separately.
- Handling
- Apply withdrawal, early-start consent and project-cancellation rules to the relevant parts.
- Note
- The system is not rejected as one undifferentiated non-returnable item.
Equipment delivered to site
- Rule
- Delivery starts the withdrawal period for eligible goods; it does not end it.
- Handling
- Record receipt, storage, packaging, serial numbers and visible transport damage.
- Note
- Hidden defects and legal warranties remain separate.
Started installation
- Rule
- Early-start treatment requires the consumer’s separate express agreement before work begins.
- Handling
- Record the request, start time, completed work and goods involved.
- Note
- Without valid early-start evidence, ReneWave does not rely on the service exception.
Installed system
- Rule
- Requires a factual review of goods, personalised work, service performance and mandatory rights.
- Handling
- Route to withdrawal analysis, reservations, correction, legal warranty or contractual cancellation.
- Note
- Installation alone is not presented as a universal loss of rights.
Study, engineering or started service
- Rule
- Correctly performed work may remain payable where the accepted terms and mandatory law allow.
- Handling
- Provide the deliverables and a transparent statement of completed work.
- Note
- The early-start agreement is retained for a consumer distance contract.
Suspected manufacturer defect
- Rule
- Not treated as a change-of-mind return.
- Handling
- Open a legal-warranty and, where useful, manufacturer-warranty diagnosis file.
- Note
- ReneWave remains the seller contact for mandatory rights.
Client cancellation after the project has started
- Rule
- Mandatory rights are applied first; contractual cancellation rules apply to the balance.
- Handling
- Document completed services and proven non-recoverable costs before proposing any deduction.
- Note
- No automatic restocking or administration percentage is imposed.
| Case | Rule | Handling | Note |
|---|---|---|---|
| Standard in-stock product, unopened, unused | Statutory withdrawal applies where eligible; otherwise a voluntary return may be requested. | Provide proof of purchase, the complete product and follow the confirmed return route. | Return shipping follows the statutory or approved commercial route. |
| Opened but uninstalled product | Opening alone does not automatically cancel a statutory right. | Record condition, accessories, serial number and handling beyond ordinary inspection. | Any proposed reduction or refusal must have a lawful, documented basis. |
| Used, wired, programmed or commissioned product | The applicable right depends on the sale, use, condition and any statutory exception. | Inspection separates withdrawal, damage, defect, warranty and paid restoration. | No blanket “electrical products cannot be returned” rule is applied. |
| Electrical or solar safety product | Safety and traceability require inspection but do not create an automatic statutory exclusion. | Check seals, terminals, wiring, impact, configuration, serial number and transport requirements. | A suspected defect follows the warranty route. |
| Special order or configured product | A standard product sourced for a client is not automatically personalised. | Check whether it was genuinely made to specification and whether a legal exception applies. | Outside mandatory withdrawal, proven non-recoverable costs may be considered under the accepted contract. |
| Custom-designed system | Standard goods, personalised elements and services are identified separately. | Apply withdrawal, early-start consent and project-cancellation rules to the relevant parts. | The system is not rejected as one undifferentiated non-returnable item. |
| Equipment delivered to site | Delivery starts the withdrawal period for eligible goods; it does not end it. | Record receipt, storage, packaging, serial numbers and visible transport damage. | Hidden defects and legal warranties remain separate. |
| Started installation | Early-start treatment requires the consumer’s separate express agreement before work begins. | Record the request, start time, completed work and goods involved. | Without valid early-start evidence, ReneWave does not rely on the service exception. |
| Installed system | Requires a factual review of goods, personalised work, service performance and mandatory rights. | Route to withdrawal analysis, reservations, correction, legal warranty or contractual cancellation. | Installation alone is not presented as a universal loss of rights. |
| Study, engineering or started service | Correctly performed work may remain payable where the accepted terms and mandatory law allow. | Provide the deliverables and a transparent statement of completed work. | The early-start agreement is retained for a consumer distance contract. |
| Suspected manufacturer defect | Not treated as a change-of-mind return. | Open a legal-warranty and, where useful, manufacturer-warranty diagnosis file. | ReneWave remains the seller contact for mandatory rights. |
| Client cancellation after the project has started | Mandatory rights are applied first; contractual cancellation rules apply to the balance. | Document completed services and proven non-recoverable costs before proposing any deduction. | No automatic restocking or administration percentage is imposed. |
Consumer distance-sale withdrawal
When a consumer buys at a distance, Law 31-08 provides seven clear days to withdraw where the right applies. For goods, the period runs from receipt; for a service, it runs from acceptance of the offer. No reason or penalty is required, apart from return costs where the law permits.
If ReneWave does not provide the required written confirmation, the withdrawal period may extend to thirty days. A valid withdrawal is refunded without delay and no later than fifteen days after it is exercised.
The statutory exceptions are applied narrowly. They include a service that began before the end of the seven-day period with the consumer’s express agreement, and goods made to the consumer’s specifications or clearly personalised. Opening packaging, electrical classification, internal allocation or installation is not described as an automatic exception on its own.
How to exercise a right or request a return
A consumer exercising a statutory withdrawal does not need to justify the decision. Identifying the order and clearly stating the wish to withdraw is sufficient. Photos and product details help organise safe return logistics but do not create an additional condition for exercising the right.
Requests may be sent to [email protected] or through the after-sales route shown on the site. ReneWave replies with the return address, file reference and any lawful battery or electrical transport precautions.
- 01
Notify
Send the order or invoice reference and an unambiguous withdrawal, return, cancellation or defect request.
- 02
Route
ReneWave identifies the statutory withdrawal, commercial return, project cancellation or warranty route.
- 03
Return safely
Follow the stated address and any lawful transport precautions, especially for batteries or electrical equipment.
- 04
Written outcome
ReneWave confirms receipt, inspection where relevant, remedy, refund method and applicable deadline.
Refunds, credits and project deductions
A valid statutory withdrawal is refunded without delay and no later than fifteen days after it is exercised. The consumer pays only the return cost where Law 31-08 permits it.
A voluntary commercial return may use a refund, exchange or credit note only if the client agrees to that route. Its conditions are confirmed before the product is returned.
For cancellation of a quote-based project outside a statutory withdrawal right, ReneWave may account for correctly completed services and proven non-recoverable costs only where the accepted document and applicable law allow. The calculation is itemised rather than imposed as an automatic percentage.
An advance payment is not a waiver of mandatory withdrawal, delivery, warranty or unfair-term protection. Its classification and treatment follow the accepted project document only within those legal limits.
