RETURNS & REFUNDS POLICY

Last Updated: August 31, 2026

At Mortivae, many of our products are handmade, curated, limited-edition, seasonal, or sourced in small quantities.

We want you to love what you receive, while also recognizing that handmade and natural products may have individual characteristics and variations.

Please review this policy before making a purchase.

RETURNS

Unless an item arrives damaged, defective, or incorrect, all sales are final.

Because many Mortivae products are handmade, limited-release, seasonal, personal-use, or curated specifically for our collections, we generally do not accept returns or exchanges for:

Change of mind
Personal preference
Ordering the wrong item
Natural variations in crystals, stones, botanicals, or other natural materials
Minor variations in handmade products
Differences in color caused by lighting, photography, or screen displays
Limited-edition or seasonal merchandise
Mystery, curated, or collection boxes
Sale, clearance, or discounted merchandise

Nothing in this policy limits any return, refund, or other rights required by applicable law.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive the wrong item, please contact Mortivae within 7 days of delivery.

Please provide:

Your name
Your order number
A description of the issue
Clear photographs of the item
Photographs of the packaging when shipping damage is involved

Please keep the damaged item and its original packaging until we have reviewed your claim.

Once the issue has been reviewed, Mortivae may offer an appropriate resolution, which may include a replacement, store credit, partial refund, or full refund depending on the circumstances and product availability.

Because some Mortivae products are one-of-a-kind or produced in limited quantities, an identical replacement may not always be available.

HANDMADE ITEMS

Handmade products naturally have variations.

Small differences in color, texture, shape, placement, finish, bubbles, markings, or other characteristics may occur during the handmade process.

These characteristics do not automatically constitute damage or a product defect.

Each handmade Mortivae piece may be slightly different, making individual pieces unique.

CRYSTALS & NATURAL MATERIALS

Crystals, stones, botanicals, and other natural materials may vary in size, shape, color, clarity, texture, inclusions, markings, and pattern.

These natural characteristics are not considered defects.

Product photographs are intended to provide an accurate representation of the type of product you will receive but may not represent the exact individual piece unless specifically stated in the product listing.

CURATED, MYSTERY & SEASONAL BOXES

Mortivae curated, mystery, limited-release, and seasonal boxes are final sale unless the box arrives damaged or contains an incorrect or defective item.

Individual items contained within a box cannot be returned or exchanged because of personal preference.

Contents may vary where disclosed in the product description, including variations in color, style, crystal type, handmade design, or other product characteristics.

CANCELLATIONS

If you need to request an order cancellation, contact Mortivae as soon as possible.

We cannot guarantee that an order can be canceled once it has entered processing, packaging, or shipment.

If an order has already shipped, it cannot be canceled.

SHIPPING CHARGES

Original shipping charges are generally non-refundable unless the refund results from an error by Mortivae or as otherwise required by law.

If a return is specifically authorized, return shipping costs will be determined based on the circumstances of the return.

Do not send an item back without first contacting Mortivae and receiving return instructions.

LOST, STOLEN OR DELAYED PACKAGES

Once an order has been transferred to the shipping carrier, delivery times may be affected by circumstances outside Mortivae's control.

If tracking shows unusual delays or a package appears lost, please contact us so we can assist with reviewing the shipment and available carrier options.

If tracking shows a package as delivered but you cannot locate it, please first check around the delivery location, with household members or neighbors where appropriate, and with the shipping carrier.

Mortivae will make reasonable efforts to assist with shipping issues but cannot guarantee reimbursement for packages confirmed as properly delivered to the address provided by the customer, except where otherwise required by law.

INCORRECT SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be resent.

Orders shipped to an address entered incorrectly by the customer may not qualify for replacement or refund where the order was properly shipped to the address provided.

REFUNDS

When a refund is approved, it will generally be issued to the original payment method.

Processing times after a refund is issued depend on the customer's bank, card issuer, payment provider, or financial institution.

Mortivae does not control third-party processing times.

PAYMENT DISPUTES

If you believe there is a problem with your order, please contact Mortivae first so we have an opportunity to resolve the issue.

Nothing in this policy limits your legal rights regarding legitimate billing errors, unauthorized transactions, or payment disputes.

POLICY ABUSE

Mortivae reserves the right, where permitted by law, to refuse future transactions or restrict service in cases involving suspected fraud, repeated false claims, abusive return activity, or misuse of this policy.

CONTACT US

For questions, damaged-order claims, or other concerns regarding a purchase, please contact Mortivae through the contact information or contact form provided on our website.

Please include your order number whenever possible so we can assist you efficiently.