PROTOCOL

MORTOVIA
Returns, Replacements & Refunds Policy
Effective Date: May 20, 2026 | Operated from Florida, United States

This Returns, Replacements & Refunds Policy ("Policy") governs all claims for returns, exchanges, replacements, or refunds in connection with purchases made through the Mortovia website and services ("Services"). This Policy is incorporated by reference into the Mortovia Terms of Service and constitutes a binding agreement between you and Mortovia. By placing an order, you acknowledge that you have read, understood, and agreed to this Policy in full.

IMPORTANT: Because all Mortovia products are produced exclusively to order on a made-to-order basis, your statutory and contractual rights under this Policy are limited to the specific circumstances set forth below. No other basis for return, exchange, or refund is recognized except as required by applicable law.

1. Made-to-Order Production; No General Returns
All Mortovia products are manufactured on a made-to-order basis following placement of an order. Because each item is produced specifically in response to an individual purchase, Mortovia does not accept returns, exchanges, or refund requests based on buyer preference, including but not limited to:
— Sizing selection or fit dissatisfaction
— Change of mind or personal preference
— Ordering errors made by the customer, including incorrect size, color, or style selection
— Dissatisfaction with product appearance, texture, or material where such characteristics were disclosed or reasonably represented on the product listing

This limitation applies to all orders and shall not be waived except by prior written agreement executed by an authorized representative of Mortovia.

2. Eligible Claim Categories
Mortovia will review claims only where the issue arises from one of the following categories (each, an "Eligible Defect"):
— Physical damage to the item present upon delivery ("Delivery Damage")
— Manufacturing defects, including structural failures in seams, stitching, or construction not attributable to customer use
— Significant misprint, color error, or graphic misalignment constituting a material deviation from the approved product listing
— Receipt of an item materially different from the item ordered (e.g., incorrect product, style, or design)
— Documented carrier damage, supported by photographic evidence and, where applicable, a carrier damage report or claim reference number

Mortovia reserves the right, in its sole and reasonable discretion, to determine whether a reported issue constitutes an Eligible Defect. Cosmetic variations arising from the nature of the print-on-demand process, including minor color variation between screen representation and physical output, shall not constitute an Eligible Defect.

3. Claim Submission Requirements
3.1 Claim Window
All claims must be submitted within thirty (30) calendar days of the confirmed delivery date as recorded by the carrier. Claims submitted after this period will not be accepted. The confirmed delivery date, as reflected in carrier tracking records, is determinative for purposes of this deadline regardless of when the customer first inspects the item.

3.2 Required Documentation
To initiate a claim, you must submit all of the following to support@mortovia.com:
— Your full order number
— A clear written description of the claimed defect or issue
— A minimum of two (2) clear photographs: one depicting the full item and one close-up photograph of the specific defect or issue
— For carrier damage claims: photographic documentation of the shipping packaging and, where issued, a carrier claim or damage report reference number

Incomplete submissions will not be processed and do not toll the thirty (30) day claim window. Mortovia reserves the right to request additional documentation and may deny a claim if adequate supporting evidence is not provided within seven (7) calendar days of such request.

4. Item Condition Requirements for Approved Claims

Where a claim is approved and the return of the item is required, the item must be received by Mortovia in the following condition:
— Unworn and unwashed
— Unaltered and free from modification of any kind
— Free from scents, staining, soiling, or visible signs of wear
— Packaged in a manner that prevents damage in transit

Items that do not meet these condition requirements upon return receipt may be declined and returned to the customer at the customer's expense, and the underlying claim may be denied. Items showing evidence of use, modification, or post-delivery damage beyond the scope of the originally reported defect will not be eligible for resolution under this Policy.

5. Remedies for Approved Claims
5.1 Replacement
Where a claim is approved and the affected item is available for production, Mortovia's preferred remedy is to issue a replacement of the same item. Replacements are subject to product availability and current production timelines. Mortovia does not guarantee the availability of any specific product or design for replacement purposes.

5.2 Refund
Where a replacement is not available or is otherwise not feasible, Mortovia may, at its discretion, issue a refund to the original payment method used for the affected order. Refunds are limited to the purchase price of the affected item and do not include original shipping charges unless the error or defect was caused solely by Mortovia. Refunds will be processed within ten (10) business days of approval.

5.3 No Other Remedies
The remedies set forth in this Section 5 are the sole and exclusive remedies available to customers under this Policy. Mortovia shall not be liable for any indirect, incidental, consequential, or punitive damages arising from a defective or incorrect item, except to the extent required by applicable law.

6. No Discretionary Exchanges
Mortovia does not offer discretionary exchanges for any reason, including sizing, preference, or ordering errors. All exchanges are governed exclusively by the eligibility criteria in Section 2. Where a replacement is issued under Section 5.1, such replacement constitutes a like-for-like remedy for a verified Eligible Defect and does not constitute a general exchange.

7. Fraudulent or Abusive Claims
Mortovia reserves the right to deny any claim and/or suspend or terminate account access where there is reasonable evidence of fraudulent, abusive, or bad-faith conduct in connection with a claim submission, including but not limited to: submission of altered or fabricated photographs; misrepresentation of the nature or cause of a defect; or repeated claims inconsistent with normal product use. Mortovia may report suspected fraudulent activity to relevant authorities.

8. Statutory Consumer Rights
Nothing in this Policy limits or excludes any rights you may have under applicable consumer protection laws that cannot be waived or excluded by contract. Where applicable law grants you additional rights not addressed by this Policy, those rights remain available to you. Customers located in jurisdictions with mandatory statutory return or refund rights should contact support@mortovia.com to discuss applicable rights.

9. Modifications to This Policy
Mortovia reserves the right to update or modify this Policy at any time. Changes become effective immediately upon posting to the Mortovia website. The Policy applicable to a given order is the version in effect at the time of purchase. Your continued use of the Services following any modification constitutes acceptance of the revised Policy.

10. Governing Law & Dispute Resolution
This Policy is governed by the laws of the State of Florida, United States, without regard to conflict-of-law principles. Any dispute arising under this Policy shall be resolved in accordance with the dispute resolution provisions of the Mortovia Terms of Service, including the requirement for good-faith informal resolution prior to the commencement of formal legal proceedings.

11. Contact
For all claim submissions and policy inquiries:

Mortovia Support
Email: support@mortovia.com
Response Time: 24–48 business hours
Operated from Florida, United States

© 2026 MORTOVIA. All rights reserved.
Effective Date: May 20, 2026 | support@mortovia.com

Mortovia
Shipping & Returns Policy
Effective Date: May 20, 2026 · Operated from Florida, United States
Incorporated by reference into the Mortovia Terms of Service.

1. Order Fulfillment & Processing
Each Mortovia piece is produced individually upon receipt of a confirmed order. Please allow 1–3 business days for production and processing before your order is released for shipment. This window reflects garment preparation, quality inspection, and dispatch verification, and is not included within the delivery timeframes stated below.

Processing times are estimates only and may be extended during periods of high production volume, limited-release drops, or circumstances outside Mortovia's reasonable control. Mortovia will not be liable for delays attributable to production volume or third-party fulfillment partners.

Every order is inspected prior to release. A dispatch confirmation and tracking number will be issued electronically once the shipment enters carrier custody.

2. Delivery Timelines
Estimated delivery windows following shipment are:

Domestic (U.S.): 3–7 business days

International: 7–21 business days

All delivery timelines are estimates only and are not guaranteed. Actual delivery may vary due to carrier volume, weather events, customs processing, regional infrastructure, or other conditions beyond Mortovia's control. Mortovia shall not be liable for delays caused by third-party carriers or external events once the shipment has left Mortovia's facilities.

For international shipments, all customs duties, import taxes, VAT, and applicable government-imposed fees are the sole responsibility of the recipient. Mortovia does not collect, estimate, or remit such charges on the recipient's behalf. Refusal to pay customs fees does not entitle the recipient to a refund.

3. Tracking & Carrier Custody
Tracking details are provided with every order at the time of dispatch. Once a shipment enters carrier custody, the carrier assumes responsibility for its safe and timely delivery. Mortovia is not liable for carrier-side delays, misrouting, or losses occurring after handoff to the carrier.

If your order is marked as delivered but has not been received, contact us within 7 days of the marked delivery date. Claims submitted outside this window may not be eligible for review. Supporting documentation — including photographic evidence of damage or carrier correspondence — is required for all claims.

Each claim is reviewed individually. Resolution may include, at Mortovia's sole discretion, a replacement, store credit, or partial refund, where the claim is verified and eligible under these terms.

4. Address Accuracy
You are solely responsible for providing accurate and complete shipping information at checkout. Because each piece is produced to order, address corrections may not be possible once production has commenced.

Mortovia is not responsible — and expressly disclaims liability — for delays, misdeliveries, failed deliveries, or losses resulting from inaccurate, incomplete, or undeliverable shipping information provided by the customer. No refund or replacement will be issued in such cases.

If an address change is required prior to production, contact support@mortovia.com as promptly as possible. Address amendments are accommodated on a best-efforts basis only and cannot be guaranteed.

5. Returns, Exchanges & Refunds
Because every Mortovia product is made to order, returns or exchanges based solely on buyer preference — including sizing selection, change of mind, or aesthetic preference — are not accepted, except where required by applicable law.

Mortovia will accept return or replacement claims only under the following conditions:

(a) The item was received in a defective or materially damaged condition;

(b) The item received differs materially from the order placed; or

(c) Applicable consumer protection law in your jurisdiction mandates a right of return or refund.

To initiate a claim, you must contact support@mortovia.com within 7 days of the marked delivery date. Claims must include your order number, a written description of the issue, and clear photographic documentation of the item as received. Claims submitted outside the stated window or without required documentation will not be processed.

Mortovia reserves the right to deny claims that: (i) fall outside stated claim windows; (ii) lack supporting documentation; (iii) show evidence of misuse, excessive wear, washing damage, or unauthorized alteration; or (iv) are otherwise inconsistent with these terms.

Where a return is authorized, items must be returned in their original, unworn, unaltered condition, with all original tags and packaging intact, within the timeframe specified in the return authorization. Return shipping costs are the responsibility of the customer unless the claim arises from a Mortovia error.

Approved refunds will be issued to the original payment method within 7–10 business days of receipt and verification of the returned item.

6. Limitation of Liability
To the fullest extent permitted by applicable law, Mortovia's total liability in connection with any shipping, delivery, or return claim shall not exceed the amount actually paid by the customer for the specific order giving rise to the claim. Mortovia shall not be liable for any indirect, consequential, incidental, or special damages — including loss of use or inconvenience — arising from shipping delays, carrier failures, or customs processing.

7. Governing Law
This Policy is governed by and construed in accordance with the laws of the State of Florida, United States. Any disputes arising under or in connection with this Policy are subject to the dispute resolution provisions set forth in the Mortovia Terms of Service.

8. Contact
For all shipping inquiries, order issues, or return requests, contact:

Mortovia Support
support@mortovia.com
Response time: 24–48 business hours

© 2026 Mortovia — All rights reserved
Each order is prepared with intention.