Returns, Claims, and Refunds

Article 1 — Principle

1.1 Products manufactured to order, customized, or produced to a specification approved by the customer are not taken back for reasons of personal convenience or a change of mind.

1.2 This rule does not affect any rights the law applicable to a consumer customer may grant them, in particular as regards the statutory warranty of conformity or latent defects.

Article 2 — Admissible Grounds for Return

A return may be accepted where the goods:

• do not conform to the specification or to the sample approved by the customer, where the discrepancy is substantial;
• have a proven manufacturing defect affecting their normal use;
• were delivered in a quantity lower than the quantity invoiced;
• arrived damaged , in circumstances giving rise to a claim under the shipping terms;
• do not correspond to the item ordered.

Article 3 — Grounds That Are Not Admissible

The following do not constitute grounds for return:

• a change of mind, a misjudgement of the need, or a change in the customer's market;
• minor variations in colour, finish, dimension, or weight inherent in industrial production, within the usual tolerances of the sector or those stated in the specification;
• characteristics expressly approved by the customer on the sample or the mock-up;
• damage resulting from unsuitable storage, handling, or use after delivery;
• inability to resell the goods, whatever the cause;
• immobilization, seizure, or refusal of customs entry in the destination country.

Article 4 — Time Limit and Procedure

4.1 Time limit. Any claim must be made within seven business days of delivery. After that time it is no longer possible to establish whether the defect came from production, from transport, or from handling after delivery, and the case can no longer be taken up with the factory or the logistics agent.

4.2 Information to provide. The claim is filed from the customer's account and must include:

• the order reference;
• a precise description of the problem;
• dated photographs: outer packaging, packages as opened, the goods, and a close-up of the defect;
• the number of units affected out of the total delivered;
• where applicable, the written reservations recorded with the carrier.

4.3 Investigation. Mota reviews the case against the approved specification, the approved sample, and any quality control report, then refers the matter to the factory or logistics agent concerned.

4.4 Return of the goods. The customer must return no goods before written agreement from Mota. Where the return is approved, Mota tells the customer the return address to use. A return made without prior agreement, or sent to any other address, gives rise to no handling, and the costs and risks remain entirely with the customer.

4.5 Comparison with the shipping record. The case is investigated by comparing the material provided by the customer with the photographic and video record made at packing, provided for in Article 4.3 of the shipping terms. That comparison determines whether the defect predated the shipment — in which case the supplier is engaged — or arose in transit — in which case the logistics agent is.

Article 5 — Return Costs

5.1 Return, re-shipment, and any destruction costs are borne by the customer, whatever the grounds for the return, subject to Article 5.3.

5.2 This rule follows from the platform's economics: Mota invoices as close as possible to the cost of production and shipping, with no provision for returns, so that its customers can access manufacturing at a price that would otherwise be out of reach.

5.3 By way of exception, where a return is established as attributable to a direct error by Mota — in particular an error in passing a specification to the factory, or an error of item reference — return costs are borne by Mota.

5.4 Where responsibility lies with the factory or the logistics agent, Mota pursues the remedies available to obtain payment of those costs by the responsible party. There is no guarantee that this will succeed, and it does not affect the application of Article 5.1.

Article 6 — Outcomes of a Well-Founded Claim

Where a claim is found to be well-founded, Mota refers the case to the supplier or the logistics agent identified as responsible and asserts the undertaking to take back or compensate provided for in Article 4.2 of the shipping terms. One of the following outcomes is then offered, according to the nature of the defect, the volume concerned, and what the responsible party agrees to take on:

1. Replacement of the non-conforming units in a subsequent production run;
2. Credit to be applied against a future order;
3. Partial refund proportionate to the non-conforming units;
4. Full refund of the price of the units concerned, excluding the original freight costs, where the defect affects the entire batch and renders the goods unusable.

A refund, where it is granted, covers the price of the units concerned and includes neither the original freight costs, nor return costs, nor any indirect loss — in particular business interruption, lost profits, storage costs, or penalties owed to third parties.

Article 7 — Products Sold by a Third-Party Merchant

For products sold by a third-party merchant on the platform, responsibility for conformity and for handling the return lies with that merchant. Mota facilitates contact, makes available the information it holds, and may suspend payouts due to the merchant while the case is investigated. It is not a party to the contract of sale.

Article 8 — Liability Cap

Save in cases of gross negligence or wilful misconduct, and without prejudice to the mandatory provisions of the applicable law, the liability of IVEPAC Inc. ("Mota") in respect of an order is limited to the amount, excluding freight costs, actually received by it in respect of that order.

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