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Refund policy

This policy applies to individual purchases made directly through mok-arts.com. Wholesale, gallery, and hospitality partnership orders are governed by the terms of their respective agreements.

At MOK Arts, every piece you bring home is a considered choice — an authentic woodblock reproduction, hand-selected from Japan's leading workshops and framed to museum standards. Because each work is chosen for its personal and aesthetic resonance rather than as a utilitarian good, we ask that you choose thoughtfully. Once your order has shipped, we are unable to accept returns or exchanges for reasons of personal preference.


1. All Sales Are Final

All purchases from MOK Arts are final sale. We do not accept returns, exchanges, or refunds for:

  • A change of mind after purchase
  • Color, tone, or scale appearing different than expected from a screen display
  • General dissatisfaction with taste or style once the piece has arrived in the condition described

Each work is framed individually to order in limited quantities, drawn from small-batch sourcing with our partner workshops in Japan — for this reason, we're unable to restock or resell returned pieces.


2. Exceptions: Damage, Defect, or Incorrect Item

If your piece arrives with a manufacturing defect, is damaged in transit, or isn't what you ordered, we'll make it right with a replacement or a full refund.

Please contact us within 48 hours of delivery, at info@mok-arts.com, with:

  • Your order number
  • A photo of the exterior packaging, including the shipping label
  • Clear photos of the frame and glass/acrylic, showing whether there's any crack, chip, or shard
  • For an incorrect item: a photo of the piece you received

Once we've reviewed your photos, we'll confirm how we'll proceed:

If the glass or acrylic is cracked or broken in any way, we'll send a full replacement — frame and print together — within 3 business days of confirming your claim, at no cost to you. There's no need to return anything; once we've confirmed your claim, you can simply discard the damaged piece (please avoid handling any broken glass directly).

If the frame alone is affected (the glass or acrylic is intact, with only surface scratches or minor warping), we'll send a replacement frame. If you're comfortable removing the print yourself, you can re-frame it once the new frame arrives, following the enclosed instructions; MOK Arts isn't responsible for any damage that occurs during self-removal. If you'd rather not do this yourself, simply pack the frame and print together and return them to us — we'll re-frame the piece and send it back at no cost to you.

In either case, if the original piece or frame is no longer available, we'll offer a refund or a comparable alternative.

Whenever a return is genuinely needed because of our error or the carrier's, we cover the shipping cost. Please hold onto your packaging until your claim is resolved, in case it's needed for a carrier inspection.


3. Order Cancellations

Because framing begins shortly after your order is placed, we can accommodate cancellations only within 12 hours of purchase, before your piece enters production. Please contact us as soon as possible if you need to cancel.


4. How Claims Are Resolved

We'll follow up within 2 business days with next steps. Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.


Questions?

We're always happy to help. Reach our Client Care team at info@mok-arts.com.