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Refund & Return Policy

Made to Order

Every MotionCell product is made specifically for you after your order is placed. Because each item is produced on demand, we do not accept returns or exchanges for reasons of preference, sizing, or change of mind.

When We Issue a Refund or Replacement

We will replace or fully refund your order if your item arrives:

• Damaged during shipping
• Defective in production (embroidery errors, structural defects)
• Incorrect (wrong item or design sent)

How to Request a Refund or Replacement

Contact us within 30 days of delivery:

Email: hello@motioncell.com
Subject: Return Request – Order [Your Order Number]

Please include:

• Your order number
• A clear photo of the issue

You do not need to return the item. We will process a replacement or full refund at no additional cost to you.

Non-Eligible Returns

The following are not eligible for refunds or exchanges:

• Dislike of colour, fit, or style (please review size guides and product descriptions before ordering)
• Change of mind after production has begun
• Orders where the estimated delivery window has not yet expired

Refund Timeline

Approved refunds are processed within 3–5 business days and returned to your original payment method. Your bank may take an additional 3–10 business days to reflect the credit.

EU & UK Customers

Customers in the European Union and United Kingdom are entitled to a 14-day withdrawal right under EU Directive 2011/83/EU and UK Consumer Contracts Regulations. However, this right does not apply to custom-made or personalised products. As all MotionCell products are made to order, they are exempt from this withdrawal right.

Australian Customers

Australian customers retain rights under the Australian Consumer Law for major failures. If your product has a major defect, you are entitled to a replacement or refund.

Questions?

Email: hello@motioncell.com
Subject: Refund Question – Order [Your Order Number]