Refund policy
Last Updated: July 23, 2025
At Motif Articles inc., we are committed to your satisfaction with every purchase. This Return Policy outlines the conditions for returning or exchanging products purchased through www.motifarticles.com. We are not obligated to accept returns or exchanges of non-defective goods unless required by law or specified below. Please read carefully before ordering, as this policy governs all returns and exchanges.
1. Eligibility for Returns
Misprinted, Damaged, or Defective Items:
Claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving the product.
If the issue is due to our error (e.g., manufacturing defect, incorrect printing), we will cover return shipping costs and provide a replacement or refund at our discretion.
Submit claims at motifarticles@gmail.com, including your order number, a description of the issue, photos, and supporting documents (e.g., invoice, warranty details, maintenance instructions). We will respond within 5 business days.
Lost in Transit:
Claims for packages lost in transit must be submitted within 30 days of the estimated delivery date provided at purchase.
If the loss is due to our shipping provider’s error, we will cover the cost of a replacement or refund, subject to verification.
Customer-Initiated Returns (Non-Defective Goods):
We are not obligated to accept returns of non-defective goods for reasons like buyer’s remorse.
Where permitted by law, we may accept such returns at our discretion and at the customer’s expense for return shipping. Contact motifarticles@gmail.com before returning items to receive approval and instructions.
2. Non-Returnable Items
The following items are not eligible for return or exchange, except where defective, due to customization or health/hygiene reasons:
Customized or Personalized Products: Items made to your specifications (e.g., custom-printed t-shirts, hats) are non-returnable unless defective.
3. Return Process
Step 1: Submit a Claim:
Contact us at motifarticles@gmail.com, providing your name, address, order number, issue details, photos, and supporting documents (e.g., invoice, warranty details, maintenance instructions).
Step 2: Return Approval:
We will review your claim and provide return authorization and shipping instructions within 5 business days. Unauthorized returns will not be accepted.
Step 3: Return Shipping:
For approved returns due to our error (e.g., defective items), we provide a prepaid return label.
For customer-initiated returns (e.g., buyer’s remorse), you are responsible for return shipping costs to the designated address (set to our partner’s facility).
Step 4: Receipt and Processing:
Upon receiving your return, we will send an automated email notification. We will inspect the item and process your refund or replacement within 7 business days.
Unclaimed returns or those sent to an incorrect address will be donated to charity after 30 days, and no refund or replacement will be issued.
4. Customer Responsibilities
Incorrect Shipping Address:
If you provide an incorrect or insufficient address, resulting in the package being returned to our facility, you are responsible for reshipping costs once we confirm an updated address.
If you lack a registered account with a valid billing method, returned orders due to incorrect addresses will be donated to charity after 30 days without a refund.
Unclaimed Shipments:
Unclaimed packages returned to our facility incur reshipping costs, payable by you. If unclaimed after 30 days, they will be donated to charity without a refund.
Proper Return Handling:
Customers must contact us before returning items and provide required documents (e.g., invoice, warranty details). Returns sent without approval or to an incorrect address will not be processed, and you will be liable for associated costs.
EU Consumers:
Per Article 16(c) and (e) of the EU Directive 2011/83/EU, the right of withdrawal does not apply to:
Goods made to your specifications or clearly personalized (e.g., custom t-shirts, hats).
Sealed goods (e.g., face masks) unsealed after delivery, due to health/hygiene reasons.
We reserve the right to refuse returns for these items unless defective.
5. Refunds and Exchanges
For Our Errors: Approved returns due to misprints, defects, or our error qualify for a full refund to the original payment method or a replacement, at our discretion, at no cost to you, as required by law.
For Customer-Initiated Returns: Where permitted, refunds exclude original shipping costs and require you to cover return shipping. Replacement orders (e.g., size exchanges) are at your expense.
Processing Time: Refunds are processed within 7 business days of receiving and inspecting the returned item.
6. Contact Us
For questions or to initiate a return, contact:
Email: motifarticles@gmail.com
Response Time: Within 3 business days
7. Governing Law
This Return Policy is governed by the laws of Canada and the Province of Quebec, as outlined in our Terms of Service.