Refund policy

01 Changed your mind or not satisfied?

If a correctly supplied item does not suit your personal preferences, please email contact@motizy.com within 7 calendar days of receiving it. Include your order number and explain your concern.

We do not offer a standard change-of-mind return service. These requests are reviewed individually, and a refund is not automatically guaranteed. Our team will explain any available resolution and its terms before proceeding.

Calendar days include weekends and public holidays. The 7-day period is for contacting us to request a review; it is separate from any return dispatch or refund-processing period.

02 Damaged, faulty or incorrect items

Please contact us with your order number and a description of the issue. Relevant photos or other evidence reasonably available to you can help us assess the situation.

These concerns are handled separately from change-of-mind requests. The 7-day voluntary request window does not limit your rights or remedies under applicable consumer law.

Our team will review the issue and explain the appropriate next steps and any return arrangements required for your case.

03 Order not received?

If your order has not arrived or tracking shows a delivery problem, please email us with your order number and any tracking information available. We will review the delivery details and help investigate the issue.

The 7-day window from receipt does not apply to an item you have not received. Your rights and any remedies available under applicable law remain unaffected.

For estimated processing and delivery times, visit Shipping & Returns.

04 Please contact us before sending anything back

Our team will confirm whether a return is necessary. If required, we will provide the appropriate return address, instructions and information about any applicable shipping costs.

Certain cases may be resolved without a physical return.

05 Shipping charges

For discretionary goodwill refunds relating to correctly supplied and delivered orders, the original shipping fee separately paid at checkout is generally excluded unless we agree otherwise or applicable law requires its refund.

We will explain the proposed refund amount and any excluded charges before you accept a discretionary resolution.

We do not deduct an original shipping charge that you did not pay.

06 Refunds & payment processing

Approved refunds are issued to the original payment method. Our team will confirm the refund details by email.

Motizy issuing a refund and your payment provider displaying the credit are separate stages. Your bank, card issuer or payment provider may need additional time to process and post the refund.

If you need an update, contact us with your order number. Applicable refund deadlines remain in effect.

07 Your statutory rights

Mandatory cancellation rights, refund entitlements and applicable refund deadlines remain unaffected.

Nothing in this policy excludes or limits rights that cannot be waived under applicable consumer law. Where the law provides different requirements, those requirements take priority over our voluntary policy.