Returns & Refunds

At Mox Atelier, each piece is handmade with care, just for you. Because our products are made to order, we take returns and refunds seriously β€” and only offer them in specific cases.

We’re a small family-run atelier, and while we aim for perfection, we understand that issues may occasionally happen. This policy is here to protect both our customers and the craftsmanship behind every order.

βœ… What qualifies for return, repair, or replacement?

We offer repairs or replacements if your item arrives with:

  • Visible defects

  • Damage during delivery

  • Missing or non-functional parts

  • Manufacturing faults

Please contact us within 2–3 days of delivery via WhatsApp or email and send clear photos or videos of the issue. We'll review the case promptly and offer a fair solution.

πŸ” Change of Mind / Cancellations

Because each order is made specifically for you, we do not accept returns due to change of mind once production has started or materials have been ordered.

However:

  • If you cancel your order within 12–24 hours and we have not started production or placed fabric orders, we can issue a full refund.

  • Cancellation requests are reviewed individually β€” reach out to us as soon as possible.

πŸ›  How We Handle Issues

If you're in Tbilisi:

We’ll personally visit you to assess the issue. If possible, we’ll repair the item on the spot. If not, we’ll take it back to our atelier and redeliver it once it’s perfect again.

If you're outside Tbilisi:

If you believe your item is damaged or defective, contact us within 2–3 days of delivery with photos. We’ll evaluate the situation and coordinate the best solution together.
In some cases, we may ask you to return the item. If the issue is confirmed to be our responsibility, we’ll cover the return shipping.

πŸ’Έ Refunds

We only issue refunds when:

  • Production has not started

  • No materials (like fabric) have been ordered If approved, your refund will be for the full amount, returned to your original payment method.