In line with Consumer Statutory Rights, Motaclan Limited has a 14 working day cancellation and/or return policy, which means you have 14 days after receiving your item to request a cancellation and/or return. Exclusions from this rule include orders placed by UK companies, orders for “made to order” items or orders for non-stock items that have been specially ordered.
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. Except in the case of faulty, damaged or incorrect goods, the Customer is responsible for both the costs of, and the arrangements for, the return of the goods to Motaclan Limited.
To start a return, you can contact us at [email protected]. Please note that returns will need to be sent to the following address:
Erdington Industrial Park, Units 14-15, Chester Road, Birmingham, B24 0RD, United Kingdom
If goods are to be returned to Motaclan Limited for any reason, the customer must first obtain a Returns Authorisation Number, which can be obtained by contacting us at [email protected]. We are unable to accept any returns that are not accompanied by a Returns Authorisation Number.
Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.
You can always contact us for any return questions at [email protected].
Unfortunately, we cannot accept returns on sale items or gift cards.
Delivery Shortages and Issues
Goods received and not reported as short or incorrect within 14 working days of receipt will not be accepted back for refund or replacement.
Damages & Defective Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the incorrect item/quantity, so that we may evaluate the issue and make it right.
Goods received and not reported as defective or damaged within 5 working days of receipt will not be accepted back for refund or replacement.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
If a damaged or defective part is not able to be replaced the maximum liability for any damaged or defective item will be limited to the cost of the part supplied and any associated delivery costs.
European Union 14 day cooling off period
Notwithstanding the above, if 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 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.
We will notify you once we’ve received and inspected your return to 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.
Motaclan Limited will not be liable to provide any refund unless the goods have been returned.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
Old core items submitted for Exchange will incur a surcharge. The Customer is responsible for both the costs of, and the arrangements for, the delivery of old core items to Motaclan Limited. Old core items for Exchange must be delivered to Motaclan prior to despatch of the Exchange item, whether reconditioned or new.
Old core items for exchange are subject to the old core items being returned in a condition where it is suitable for refurbishment. Old core items must be drained of any fluids, where applicable, before being returned for exchange.