At Mokie Studio, every ceramic fridge magnet is custom-made from your personal photo. Because each product is personalized and produced specifically for you, we do not accept general returns, exchanges, or cancellations once the order has entered the design or production stage.

However, we care deeply about your experience. If your item arrives damaged, defective, lost, or significantly different from your confirmed order, we will do our best to make it right.

Please review your photos, personalization details, shipping address, and order information carefully before placing your order.

1. Order Cancellation

You may request to cancel your order within 24 hours of placing it for a full refund, as long as the design or production process has not started.

After 24 hours, or once our team has started photo editing, AI-assisted artwork creation, design adjustment, printing preparation, or production, the order may no longer be canceled.

Because every item is made to order, once the product has been printed or shipped, cancellations and refunds are not available unless the item is damaged, defective, lost, or incorrect due to our error.

2. Custom Product Return Policy

Since our ceramic fridge magnets are personalized with your photo, we cannot accept returns or exchanges for reasons such as:

• changing your mind;
  
• ordering the wrong size or style;
  
• uploading the wrong photo;
  
• providing an incorrect name, date, or message;
  
• dissatisfaction with a design after approval;
  
• slight color differences between screen preview and printed product;
  
• minor differences caused by ceramic texture, UV printing, lighting, or production tolerances.
  

Each product is made uniquely for you and cannot be resold.

3. Damaged, Defective, or Incorrect Items

If your ceramic fridge magnet arrives damaged, defective, or incorrect due to our mistake, please contact us within 48 hours of delivery.

Please include:

• your order number;
  
• clear photos of the damaged or incorrect item;
  
• 
  photos of the outer packaging;
  
• a brief description of the issue.
  

After reviewing your claim, we may offer one of the following solutions:

• free replacement;
  
• free reprint;
  
• store credit;
  
• refund, depending on the situation.
  

We may not be able to process damage claims submitted after 48 hours from delivery.

4. Lost Packages

If your package appears to be lost in transit, please contact us and we will help investigate with the shipping carrier.

If the package is confirmed lost by the carrier, we may offer a replacement or refund.

If the tracking information shows that the package was successfully delivered to the address provided at checkout, we are not responsible for stolen, misplaced, or incorrectly received packages. However, we will do our best to assist you in filing a carrier claim when possible.

5. Design Preview & Revisions

For some custom orders, we may send a digital preview before production.

If a preview is provided, please review it carefully. You may request reasonable minor changes before approval. Fine-tuning is not supported.

Once you approve the preview, or once production has started, further changes may not be possible.

Please note that the final printed product may have slight differences from the digital preview due to screen color settings, ceramic material, UV printing, and lighting conditions. These differences are normal and are not considered defects.

6. Refund Process

If your refund request is approved, the refund will be issued to your original payment method.

Approved refunds are usually processed within 5–10 business days, depending on your bank, credit card company, or payment provider.

Shipping fees, if any, may not be refundable unless the issue was caused by our error.

7. Non-Refundable Situations

Refunds or replacements are generally not available in the following cases:

• you changed your mind after placing the order;
  
• you uploaded a low-quality, blurry, or incorrect photo;
  
• you provided incorrect personalization details;
  
• you provided an incorrect or incomplete shipping address;
  
• the package was delivered to the address provided at checkout;
  
• you approved the design preview but later disliked the style;
  
• there are minor color differences caused by screen or printing variations;
  
• there are slight variations in ceramic texture, edge, thickness, or print placement;
  
• the issue is reported after the required claim period.
  

8. How to Request a Refund or Replacement

To request a refund, replacement, or order support, please contact us at:

Email: Support@mokiemokie.com

Brand: Mokie Studio

Please include your order number, photos if applicable, and a short description of the issue.

We will review your request and respond as soon as possible.

Note

Every Mokie Studio ceramic fridge magnet is a personalized keepsake made from your special memory.

Thank you for understanding the custom nature of our products. We appreciate your trust and will always do our best to deliver a meaningful, beautiful, and carefully made gift.