Refund policy
Refund & Return Policy
At Motiela, we want you to be satisfied with your purchase. If you receive a defective, damaged, incorrect, or otherwise eligible product, you may request a return, replacement, or refund according to the conditions below.
1. Return Eligibility
To be eligible for a return or replacement:
- The product must be unused or in acceptable condition as applicable.
- The product must be returned with its original packaging, accessories, and included items.
- The product should be returned in its original condition.
- The return request must be submitted within 7 days of delivery.
For hygiene and safety reasons, certain products may not be eligible for return once used.
We reserve the right to reject a return if the product shows signs of misuse, intentional damage, alteration, or excessive wear.
2. How to Request a Return
To request a return or replacement, contact us within 7 days of delivery.
Please provide:
- Order number
- Customer name
- Contact number
- Reason for return
- Clear photographs of the product
- Clear photographs of the packaging, where relevant
- Unboxing video, where requested for damaged or incorrect orders
Our support team may review the information before approving the request.
3. Refund Process
Once the returned product is received and inspected, we will notify you regarding the status of your return request.
If approved:
- Eligible prepaid refunds will generally be processed to the original payment method.
- Refund processing may take approximately 5–7 business days after approval, depending on the payment provider and banking system.
- Shipping or handling charges, where applicable, may not be refundable unless the return is due to an error or defect attributable to us.
4. Damaged, Defective or Incorrect Product
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
We strongly recommend recording an unboxing video when opening the package. This can help us investigate transit-related damage, missing items, or incorrect products.
Please send relevant photographs and/or video evidence to:
After verification, we may provide a replacement, refund, or another appropriate resolution.
5. Non-Returnable Items
Unless otherwise required by applicable law, the following may not be eligible for return:
- Gift cards
- Products marked as non-returnable
- Personalized or customized products
- Products that have been used, altered, or intentionally damaged
- Items returned without the required accessories or packaging
Discounted products may be subject to specific return conditions mentioned at the time of purchase.
6. Replacement
Where a replacement is approved, the replacement will be shipped after the returned product has been received and verified, subject to product availability.
If the same product is unavailable, we may provide an alternative resolution where appropriate.
7. Return Shipping
Where the return is caused by:
- Defective product
- Damaged product
- Incorrect item shipped by us
we may arrange or reimburse reasonable return shipping as applicable.
For other approved returns, return shipping may be borne by the customer depending on the circumstances and applicable policy.
8. Contact Us
For return, replacement, or refund-related questions:
Email: contact@motiela.com
Phone: +91-70119-91438