Refund and Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [email protected].

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like special orders or personalized items.  Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]

Return & Refund Policy

All products purchased on our website may be returned to us within the time frame of 14 days due to our adoption of a 14 days return policy. The product(s) must be returned to us without any undue delays and you must get in touch with us within 14 days of the product(s) entering your possession. Products that are being returned must be sent in their original packaging and in the same condition as they were received. The cost of shipping will be bear by you if the product is not defective or damaged. We recommend using a courier service where it is possible to track the shipment to ensure that the packages arrive to us safely. Please note that due to their customized nature, made-to-order products are not eligible for return or exchange. We recommend carefully reviewing all customization options before placing your order.

How return works

Contact us using the online contact form or write to us at [email protected], and include the invoice as proof of purchase within 14 days of delivery. Please also write the rationale for your return. Then, as soon as possible, we will get back to you with information on where to send the product(s). We will inform you of our decision as soon as we have received the product(s) and made an inspection. We will automatically credit your card original method of payment with the purchase price if a refund is approved. We will inform you that you are eligible for a partial refund if the product(s) are damaged, not in their original condition, or missing parts. Depending on the severity of the damages or what parts are being made this is decided from case to case. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. Items that are damaged will be replaced by Motivo Decor at no cost to the customer. 

Need help?

Contact us at [email protected] for questions related to refunds and returns.