To make our return policy easier to understand, we have phrased this policy from the point of view of a customer who has purchased from us. If, having read the below policy, you are still uncertain about something, please contact us.
WHAT DOES YOUR RETURN POLICY COVER?
This returns policy covers both refunds and exchanges and where “return” is mentioned throughout this policy, this may mean either a refund or an exchange.
In the case of the a Motive online store, as long as your return meets our eligibility criteria as set out in our full returns policy below, we are happy to accept returns of goods that are defective, damaged, or where the incorrect goods were received.
Under the Sale of Goods and Supply of Services Act 1980, we are under no obligation to accept any returns whereby you have simply changed your mind about wanting the product.
HOW LONG DO I HAVE TO RETURN AN ITEM?
Our returns policy lasts 30 days, which starts on the day on which you place order. Upon receipt of your order, please ensure you inspect all items as soon as possible and in doing so, please be cautious so as not to remove or damage any tags, packaging etc. If 30 days have gone by since your purchase, unfortunately we can no longer offer you a refund or an exchange.
This 30 day policy also relates to any orders where incorrect or damaged items have been received, so again, please ensure you inspect all items as soon as possible upon receipt of your order.
CAN I RETURN SALE ITEMS?
Our returns policy does not include sale items. Any items purchased whilst on sale are not included in our returns policy and as such, cannot be returned.
WHAT ABOUT GIFT VOUCHERS?
Gift vouchers are not included in our refund policy and as such, refunds can not be offered under any circumstances for these items.
WHAT ABOUT DIGITAL POSTERS AND DIGITAL POSTER PACKS?
Due to the product being delivered instantly upon completion of an order, sales of all digital posters and/or digital poster packs are considered final and as such, refunds can not be offered under any circumstances for these items.
WHAT IF I HAVE RECEIVED AN INCORRECT OR DAMAGED ITEM?
Firstly, we apologise if you have received an incorrect or damaged item in your order. This is not common procedure and we always do our utmost to ensure this does not occur.
If however you have received an incorrect item in your order, please send us an email via our contact form explaining the situation and we will rectify this as quickly as possible.
WILL I/MY ORDER BE ELIGIBLE FOR A RETURN?
To be eligible for a return, 30 days must not have passed since your order was placed, your item(s) must be unused, unworn & unwashed and in the same condition that you received it, i.e. with no distinct odours, blemishes, signs of wear, signs of human or animal hair etc. It must also be in any original packaging and not be on the list of items mentioned above that are not eligible for return.
Before returning any items to us, you must first confirm your return eligibility by contacting us via our email contact form and await confirmation from us of your return eligiblity.
I’M ELIGIBLE, SO HOW DO I RETURN AN ITEM/ITEMS?
If we have confirmed via email that your order is eligible for a return, please mail your item(s) to:
a Motive Returns,
26 Polar Avenue,
Nuneaton, CV10 9SX,
United Kingddom
To complete your return, we must have a receipt or proof of purchase. A printed order confirmation email or the original invoice sent to you with your package will suffice. Please include this proof of purchase in any return package you may send to us so we can identify the order you are returning.
Please Note: Depending on where you live, the time it may take for your exchanged product to reach us may vary.
WHO PAYS TO RETURN THE ITEM(S) TO a Motive?
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you receive a refund, any costs incurred by us in processing your refund may be deducted from your refund. If you are exchanging a product/products for another item, you will be required to pay shipping for the exchanged order to be sent to you.
WHO IS RESPONSIBLE FOR THE RETURN AFTER I SEND IT TO YOU?
The returned package is the customer’s responsibility up until we have acknowledged receipt of the return package. As such, if you are sending a return package to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your return package and in such a scenario, a return cannot be processed.
YOU’VE RECEIVED MY RETURN, SO WHAT HAPPENS NEXT?
Once we have received your return package, all products returned to us are checked by our Returns Department to ensure they are in original packaging, are unused, unworn & unwashed and are in the same condition that you received it, i.e. with no distinct odours, blemishes, signs of wear, signs of human or animal hair etc. and that they do not fall under a category of product that cannot be returned.
If we are satisfied by the condition of your return item(s) meaning that you are then entitled to a refund or exchange, we will contact you to inform you of this decision and we will then proceed to either the refund or exchange process.
In the case of a request for refund, a refund will be issued to the original payment method used when you placed your order, within 28 days. This refund amount will not normally include any original delivery costs, as we can only refund the original delivery costs of your order where either we sent you the wrong item, or the item is damaged or faulty.
In the case of an exchange request, we will first check that the item(s) you have requested your original item(s) be exchanged for are still in stock. If the item(s) are no longer available, we will instead process a refund back to the original payment method used when your order was placed, within 28 days. If the items are still in stock, we will then proceed to having these new item(s) sent to the shipping address supplied with your original order, once we have received any required shipping payments.
If however, after our Returns Department have checked your returns package, they are not satisfied by the condition of the item(s) returned to us, your order will no longer be eligible for a refund or exchange and any items returned to us will be sent back to you and all such items will not be eligible for a return at any point in the future.
HOW WILL ANY EXCHANGED ORDERS BE SENT TO ME?
If your order has been received by us, our Returns Department are happy that it qualifies for an exchange and your requested exchange items are in stock, the new package containing your requested items will be sent to you using the same shipping method you paid for when placing your original order.
Please note that if you chose standard post when placing your original order, which is neither tracked or insured, a Motive cannot be held responsible if this package does not reach you, although we will always do our utmost to help ensure it does. Also note that depending on where you live, the time it may take for your exchanged product to reach you may vary.
DO I HAVE TO PAY SHIPPING AGAIN TO EXCHANGE AN ITEM?
In the case of an exchange due to an item that does not fit or an item that is no longer wanted, you, the customer, will be responsible for paying any shipping costs associated with an exchange.
In the case of an incorrect or damaged item being sent to you however, a Motive will cover the full cost of the exchange being sent to you.
YOU’VE PROCESSED MY REFUND BUT I HAVEN’T RECEIVED IT?
If we have processed your refund but you haven’t received it yet, first check your bank/PayPal account again to ensure it has not yet arrived with you. Then, in the case of a credit/debit card payment, contact your bank/credit card company, as it may take some time before your refund is officially processed and posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by sending an email to us via our email contact form.
I’VE READ YOUR REFUND POLICY, BUT I HAVE SOME QUESTIONS. CAN I CONTACT YOU?
Yes, please send your query to us via email using our email contact form and a member of our team will get back to you as soon as possible.
