Refund policy

Shipping, Returns and Refund Policy

Last updated: 4 november, 2025

1) Shipping & Timelines

- Order preparation (excluding out-of-stock items): 1 to 3 business days.

- Estimated transit: 2 to 11 business days depending on carrier and destination.

- Made-to-order (out of stock): 1 to 6 additional business days.

In accordance with Article L.216-1 of the French Consumer Code, delivery will take place no later than 30 days after the order. Beyond this period, you may request cancellation and a full refund.

Exception: the production time is not included in the legal 30-day delivery period.

In the event of force majeure, delivery times may be extended.

Grouped / Split Shipments
By default, we ship the order in a single shipment when all items are ready.
If you wish to receive the available items sooner, contact us at artifact.mokup@gmail.com (additional shipping fees may apply).

Tracking & Notifications
A shipping confirmation email with a tracking number (starting with "MOKUP") is sent as soon as the parcel is taken over by the carrier.
We recommend checking the tracking every 2 days to anticipate a pickup at the post office or a second delivery attempt.

VAT & Customs Duties

For deliveries outside the EU, import duties and taxes may apply and are the customer’s responsibility.

- EU: prices include VAT.
- Outside the EU: any import duties or taxes are payable by the recipient.

2) Delivery Responsibilities (Loss, Non-Delivery, Address)

We cover the following situations:

- Parcel lost in transit (confirmed by the carrier),
- Addressing error on our part,
- Parcel damaged upon receipt or not as described.

We cannot cover:

- Refusal to accept the parcel,
- Incorrect or incomplete address provided at checkout (or request for change after shipment),
- Parcel unclaimed within the carrier’s time limit (returned to sender),
- Insufficient access information (entry code, intercom, etc.).

If a parcel is returned to us for any of these reasons, we will offer either reshipment (actual shipping cost at your expense) or a refund excluding initial shipping fees, after recovery and inspection of the parcel.
To avoid such cases, please carefully check your address at checkout and track your parcel using the number provided.

If you subscribed to the Worry-Free Purchase option

For certain cases we do not cover, we offer an insurance service called “Worry-Free Purchase”.
Requests related to delay, loss or damage must be submitted via our partner Seel/17Track’s portal.

Our customer service remains available to assist you with the procedure, but coverage is provided directly by the insurer Seel/17Track.

For more information, please visit: https://www.seel.com/faq/learn-more-about-seel-worry-free-purchase

3) Right of Withdrawal

In accordance with Articles L221-18 et seq. of the French Consumer Code, you have a period of 14 calendar days from receipt to exercise your right of withdrawal, without reason.

In accordance with Article L221-24, we may defer the refund until the goods are recovered or until proof of shipment has been provided.

Return shipping costs are your responsibility (unless due to our error).

To exercise your right of withdrawal, contact us by email at artifact.mokup@gmail.com, providing at minimum the information listed at the end of this policy (Standard Withdrawal Form).

Refund: within 14 days following your notification (we may defer until recovery of the products or proof of shipment). Refunds are issued via the same payment method (unless otherwise agreed).

**Exception – Personalized Items**
In accordance with Article L221-28, 3° of the French Consumer Code, the right of withdrawal does not apply to personalized or custom-made items, except in cases of non-conformity or hidden defect, where statutory warranties fully apply.

Outside of these cases, no refund or exchange is legally due. However, as a goodwill gesture and without any legal obligation, Artifact MokUP may, at its sole discretion, offer an amicable solution (store credit, exchange, goodwill offer, or alternative solution).

4) Returns (Conditions, Window, Fees, Processing)

**Eligibility**
A returned item must:
- be in original condition, unused, and with original packaging;
- be properly protected for return shipping;
- include the order number and the name used at purchase.

**Return Window**
The return must be notified within 14 days following delivery.
Once notified and after our response, the return must be shipped within 14 days following your return request.
Any return requested or shipped beyond these 14 days may be refused.

**Fees & Processing Times**
- Return shipping costs: borne by the customer (unless due to our error).
- Return processing after shipment: 1 to 3 weeks (including quality check).
- After approval, refund or exchange within one week (excluding bank processing times).
- Initial shipping fees are refundable, but a deduction will apply if you used a non-standard service (e.g. "Express").

**Return Refusal**
A return may be refused if the product is used, damaged, improperly repackaged, or if it arrives without prior notification.
In such a case, the item may be held until the customer pays the reshipping costs.

5) Free Returns (Our Error)

Returns are free (return and processing costs covered) when:
- the received product differs from the one ordered,
- the wrong variant (size/style) was sent compared to the order,
- the product is damaged upon receipt or defective/non-conforming, provided the damage is not due to a carrier fault confirmed by the carrier.

In accordance with Articles L217-9 et seq. of the French Consumer Code.

6) Non-Returnable Items (Except Legal Warranties)

The following are neither returned nor exchanged:
- personalized items (see L221-28, 3°),
- used, damaged, or unfit-for-resale items,
- promotional gifts or free items.

Your legal rights (statutory warranty of conformity / hidden defects) remain unaffected.

7) Defective or Non-Conforming Products (Legal Warranties)

Your purchases are covered by:
- the statutory conformity warranty (Articles L217-3 to L217-20 of the French Consumer Code): 2 years from delivery, giving you the choice between repair or replacement free of charge (excluding delivery),
- the warranty against hidden defects (Articles 1641 to 1649 of the French Civil Code): cancellation of sale or reduction of price.

In the event of non-conformity or defect, contact us before returning the item (photos are useful).
Return and reshipment costs are covered when a defect or our error is confirmed.

8) How to Initiate a Return

Prepare the parcel: original condition, tags, packaging, and include the order number inside.

Ship using a tracked service and keep the proof of shipment.

Upon receipt, we will perform the inspection and proceed with refund/exchange according to the above policy.

**Return address:**
JuCaUp
Le Bourg
43340 Saint-Haon
France

9) Contact

- E-mail: artifact.mokup@gmail.com
- Form: https://artifactmokup.fr/en/pages/contact

Below is the required information for your email or letter to exercise your right of withdrawal (replace “to be filled” with your own information):

**Withdrawal Form**

I hereby notify you of my withdrawal from the contract for the sale of the goods described below:

- Ordered on: [to be filled]
- Received on: [to be filled]
- Order number: [to be filled]
Consumer’s name: [to be filled]
Address provided by the consumer: [to be filled]
Date: [to be filled]

Country/region

Language

Refund policy