Refund policy

We want you to be happy with your purchase. This policy explains how to cancel an order, return an item, or get a refund. It does not affect your legal rights.

Changed your mind

You can tell us you want to cancel within 14 calendar days of delivery, without giving a reason. We also offer a longer 30-day window as a goodwill extension. To start, email support@motivo-shop.com with your order number.

Items priced £29.99 or less: you do not need to send anything back. Once approved, we refund the price you paid for the item to your original payment method and you may keep or dispose of the item.

Items priced £30 or more: email us first and we will send return instructions and the return address. Please do not send anything back before we reply. You are responsible for the cost of return postage on a change-of-mind return, and we recommend using a tracked service and keeping proof of postage. Items should come back in their original condition, other than handling you would reasonably do in a shop; we may reduce your refund to reflect any loss in value beyond that.

If you cancel within the first 14 days after delivery, please send the item within 14 days of telling us. We will refund the item price plus the cost of standard delivery, as the law requires, within 14 days of receiving the item back or of your proof of postage, whichever comes first. For goodwill returns requested after day 14 but within 30 days, we refund the item price once the item arrives and has been checked; original delivery charges are not refunded in that case.

Faulty, damaged, wrong or incomplete orders

If something arrives faulty, damaged, incorrect, incomplete or not as described, email support@motivo-shop.com with your order number and clear photos or a short video where you can.

We will put it right with a replacement or a full refund, at no cost to you. You will never pay return postage on a confirmed faulty, incorrect or incomplete order, and in many cases we will not ask for the item back at all. This is in addition to your statutory rights, which give you a short-term right to reject faulty goods within 30 days of delivery.

Order not received or delayed

We normally process and dispatch orders within 1–4 business days of order confirmation. Once dispatched, transit usually takes 4–7 business days. Most orders arrive within 5–11 business days from order confirmation.

Delivery dates are estimates, not guarantees. Delays can occasionally occur because of carrier disruption, customs checks, adverse weather or other circumstances outside our control.

If your order has not arrived within 16 business days of order confirmation, email support@motivo-shop.com with your order number. We will investigate with the carrier and arrange a replacement or refund where an order is confirmed lost or undeliverable.

Refunds

Approved refunds go back to your original payment method. We process them without delay and, where the law requires, no later than 14 days after we receive the item back or your proof of return, or after cancellation where no return is needed. Your bank or card provider may take a few extra days to show it.

Exceptions

The change-of-mind right does not apply to a small number of goods, including personalised or made-to-order items, perishable goods, and sealed hygiene-sensitive goods once unsealed. This never affects your rights if an item is faulty or not as described.

Cancelling before dispatch

If you change your mind before your order ships, email us as soon as possible and we will cancel it and refund you in full where it has not yet left our fulfilment partner.

Contact us

Email support@motivo-shop.com, quoting your order number, the item, and the reason for contacting us. We aim to reply within one business day.

Our trading address is:

Motivo-Shop
61 Bridge Street
Kington
HR5 3DJ
United Kingdom

Please do not send returns to this address. It does not accept returned goods. Email us first and we will give you the correct return address for your item.