Return, Refund & Warranty Policy

At Motionstead, we want you to feel confident when shopping with us. If for any reason you are not completely satisfied with your purchase, we’re here to help.

Please review our return, refund, exchange, and warranty terms below.

30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

Products may be tried for the purpose of evaluating them, provided they are returned in accordance with the conditions outlined below.

Return Eligibility

To be eligible for a return:

• The product must be returned in its original condition, allowing for reasonable inspection or testing.

• All parts, accessories, manuals, and other included components must be returned.

• The product must not show signs of misuse, excessive wear, intentional damage, or use beyond what is reasonably necessary to evaluate it.

• Proof of purchase or your order number may be required.

Certain products may be excluded from returns for hygiene or health protection reasons where permitted by applicable law, particularly if they have been opened or used.

How to Start a Return

To request a return, please contact our customer service team at:

Email: [MOTIONSTEAD EMAIL]

Please include:

• Your order number

• The product you wish to return

• A brief explanation of the reason for the return

Our customer service team will provide you with the necessary return instructions and return address.

Please do not send a return to an address without first contacting us.

Return Shipping

The customer is responsible for the cost of return shipping unless the return is caused by an error on our part, such as:

• You received the wrong product

• The product arrived damaged

• The product is defective

We recommend using a trackable shipping service when returning your order.

Shipping or customs delays outside our reasonable control do not in themselves make an otherwise conforming product defective. Your statutory cancellation, return, and consumer rights remain unaffected.

Refund Process

Once we have received and inspected your return, we will notify you regarding the status of your refund.

If the return is approved, the refund will be issued to your original payment method.

We aim to process approved refunds within 7 business days after receiving and inspecting the returned product.

Please note that your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Returns After 30 Days

Our voluntary return period is 30 days from the date you receive your order.

Returns requested outside this period may not be accepted unless you have additional rights under applicable consumer law or the product qualifies for a warranty or defective-product claim.

Damaged, Defective, or Incorrect Products

If there is a problem with your order, please contact us as soon as possible.

Incorrect Product

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

Once confirmed, we will arrange an appropriate solution at no additional cost to you.

Damaged or Defective Product

If your product arrives damaged or defective, please contact us within 5 days of delivery whenever reasonably possible.

Please include:

• Your order number

• A description of the issue

• Clear photographs showing the problem

• A short video where necessary to demonstrate the defect

Once the claim has been reviewed and approved, we will provide an appropriate remedy, such as a replacement, replacement part, or refund.

Reporting the issue within these timeframes helps us resolve your claim quickly and does not limit any statutory rights you may have under applicable consumer law.

Exchanges

If you would like a different size, color, model, or variant, please contact us at:

[MOTIONSTEAD EMAIL]

Once your return has been received and approved, you may place a new order for the desired product.

Where applicable, an exchange shipping fee of €6 may apply.

This fee does not apply where an exchange or replacement is required because we sent an incorrect, damaged, or defective product.

Return Denial

Motionstead reserves the right to decline returns that do not comply with this policy, subject to applicable consumer law.

This may include products that:

• Have been damaged through misuse

• Are missing essential parts or accessories

• Show excessive use beyond reasonable inspection

• Are returned outside the applicable return period

• Are returned without following our return instructions

Returns sent to an unauthorized address may not be accepted or processed.

Nothing in this section limits your statutory consumer rights.

Order Changes & Cancellations

We begin processing orders quickly and, in some cases, preparation may begin within only a few hours.

If you need to change or cancel an order, please contact us within approximately 2–3 hours after purchase.

We will do our best to accommodate your request provided the order has not already entered processing or been shipped.

Once an order has entered processing, changes or cancellations cannot be guaranteed.

We recommend carefully checking your products, quantities, and shipping information before completing your purchase.

Unclaimed Packages

If a package is not collected from a pickup location or cannot be delivered because the customer does not accept or collect it within the carrier's holding period, the package may automatically be returned to us.

Where permitted by applicable law, a fee of up to €20 may be deducted from the refund to cover reasonable return shipping and handling costs incurred as a result of an unclaimed package.

Simply failing to collect a package does not necessarily constitute a valid return request. If you wish to exercise a right of withdrawal or return, please contact us so that the return can be handled correctly.

1-Year Warranty

In addition to your statutory rights under applicable consumer law, Motionstead provides a 1-year limited warranty on products purchased directly from us.

Warranty Period

The warranty applies for 12 months from the date your order is delivered.

Who Is Covered?

The warranty applies to the original purchaser of a product purchased directly from Motionstead.

Proof of purchase may be required, such as:

• Your order number

• Order confirmation

• Purchase receipt

The voluntary warranty is not transferable.

What Is Covered?

The warranty covers manufacturing or material defects arising during normal and intended use, including:

• Manufacturing defects

• Material defects

• Functional faults arising during normal use

• Components that fail prematurely due to a manufacturing defect

• Assembly or structural faults not caused by misuse

Coverage may vary depending on the type of product and the nature of the defect.

What Is Not Covered?

The voluntary warranty does not cover:

• Normal wear and tear

• Cosmetic marks, scratches, or discoloration caused by normal use

• Damage caused by accidents, drops, impacts, or improper storage

• Damage caused by misuse or failure to follow product instructions

• Damage caused by excessive force or unreasonable use

• Unauthorized modifications or repairs

• Damage caused by using a product for purposes for which it was not designed

• Commercial use unless the product is specifically marketed for commercial use

• Damage caused by lack of reasonable care

These exclusions apply to our voluntary warranty and do not exclude claims that cannot legally be excluded under applicable consumer law.

How We Resolve Warranty Claims

If a warranty claim is approved, Motionstead will determine the most appropriate solution based on the nature of the problem.

Depending on the circumstances, this may include:

1. A replacement part

2. A replacement product

3. A refund of the purchase price where repair or replacement is not appropriate or possible

Approved replacement parts and replacement products will be provided without additional shipping charges.

You will not normally be required to return a defective product unless we specifically request that you do so.

If a replacement product supplied under this warranty subsequently develops a covered defect, please contact us again so we can review the issue and provide an appropriate solution.

How to Make a Warranty Claim

To make a warranty claim, contact:

[MOTIONSTEAD EMAIL]

Please provide:

• Your order number

• A description of the fault

• Information about when the issue first appeared

• Clear photographs showing the problem

• A short video where the issue involves movement, functionality, assembly, or another problem that cannot be adequately demonstrated through photographs

Please contact us as soon as you notice a potential defect.

We aim to respond to warranty inquiries within 1 business day and, where possible, confirm the appropriate resolution within 3 business days.

Your Legal Rights

Our return policy and 1-year voluntary warranty are provided in addition to your statutory rights under the consumer laws applicable in your country.

Nothing in this policy is intended to limit, exclude, or replace any rights or remedies that cannot legally be limited or excluded.

Where applicable consumer law provides greater protection than this policy, those statutory rights will apply.

Contact Us

If you have questions regarding a return, refund, exchange, damaged product, or warranty claim, please contact our customer support team.

Email: [MOTIONSTEAD EMAIL]

Company Information

Store: Motionstead
Company name: [LEGAL COMPANY NAME]
Email: [MOTIONSTEAD EMAIL]