Refund policy

RETURN & REFUND POLICY - MOTRIZ

SECTION 1 - RETURN ELIGIBILITY & TIMELINE

1.1 Return Window
You have 15 days from the date you receive your order to request a return. Returns requested after this period will NOT be accepted, and your item will not be eligible for refund.

1.2 No Extensions
The 15-day window is firm and non-negotiable. We do not grant exceptions or extensions for any reason, including:

  • Delayed discovery of defects
  • Change of mind
  • Better prices elsewhere
  • Buyer's remorse
  • Any other circumstance

1.3 Return Authorization Required
You MUST request a return authorization BEFORE shipping your item back. Items sent without prior authorization will be refused and returned to you at your expense.

SECTION 2 - RETURN CONDITIONS

2.1 Item Condition Requirements
To be eligible for return, your product MUST meet ALL of the following conditions:

✅ Unworn & Unused

  • Never worn during any activity
  • No signs of wear, use, or perspiration
  • Must appear brand new

✅ Original Tags Attached

  • All tags must be intact and unremoved
  • No tears, damage, or detachment
  • Original labeling must be present

✅ Original Packaging

  • In original, undamaged box
  • All original materials included
  • Packaging must be pristine

✅ Complete Set

  • All components included (if applicable)
  • No missing parts or accessories
  • Nothing added or removed

✅ Proof of Purchase

  • Receipt or order confirmation required
  • Email confirmation acceptable
  • Must match order number

2.2 Items NOT Meeting Conditions
Items that do NOT meet all conditions above will be:

  • Refused and returned to sender at customer's expense, OR
  • Accepted but refund will be reduced by 20-50% restocking fee

We reserve the right to refuse any return that does not meet these conditions.

2.3 Inspection Process
Upon receipt of your return, we will:

  1. Inspect the item for condition
  2. Verify all tags and packaging
  3. Confirm original condition
  4. Make approval/rejection determination within 5-7 business days
  5. Notify you of decision via email

You will NOT receive a refund until inspection is complete and approved.

SECTION 3 - HOW TO REQUEST A RETURN

3.1 Return Authorization Process

Step 1 - Contact Us
Email us at kneereliever@use.startmail.com with:

  • Your order number
  • Reason for return
  • Photos of item (if applicable)
  • Proof that item meets return conditions

Step 2 - Wait for Authorization

  • We will respond within 2 business days
  • We reserve the right to approve or deny your request
  • We may request additional photos or documentation

Step 3 - Receive Return Shipping Instructions

  • If approved, we will email return shipping instructions
  • We will provide return address
  • For defective items only, we may provide prepaid label

Step 4 - Ship Your Item

  • Package item securely
  • Include return authorization number
  • Ship via carrier with tracking
  • You are responsible for return shipping costs

3.2 Return Address
Return addresses will be provided upon approval. DO NOT ship items without authorization.

3.3 Items Sent Without Authorization

  • Will be refused and returned to you
  • You will be charged for return shipping
  • No refund will be issued

SECTION 4 - RETURN SHIPPING

4.1 Shipping Responsibility

  • Standard returns: Customer pays return shipping
  • Defective/damaged items: We provide prepaid label
  • Wrong item received: We provide prepaid label

4.2 Tracking Requirement

  • All returns must be sent via tracked carrier
  • Proof of tracking required
  • Items lost in transit are customer's responsibility
  • We are not liable for items lost during return shipment

4.3 Return Timeframe

  • Item must arrive at our facility within 15 days of your return request
  • Items arriving late may be refused
  • Delayed returns may forfeit refund eligibility

4.4 Risk of Loss
Once you hand the package to the carrier:

  • Risk of loss transfers to you
  • We are not responsible for damage during return transit
  • We recommend insuring valuable returns
  • Use tracking to monitor your package

SECTION 5 - REFUND PROCESSING

5.1 Inspection Timeline
Upon receipt of your return:

  • Inspection: 5-7 business days
  • Decision notification: Via email
  • Refund processing: 10 business days (if approved)
  • Bank posting: 3-5 additional business days

Total Timeline: 20-25 business days (best case)

5.2 Refund Approval
We will approve your refund ONLY if:

  • Item meets all return conditions
  • 15-day return window not exceeded
  • Return authorization obtained
  • Item received in original condition
  • No defects or damage present
  • All tags and packaging intact

5.3 Refund Denial
We will deny your refund if:

  • Item shows signs of wear or use
  • Tags are missing or damaged
  • Original packaging is compromised
  • 15-day window exceeded
  • Return authorization not obtained
  • Item does not match order
  • Conditions not met

5.4 Refund Amount

  • Full product price refunded (if approved)
  • Return shipping NOT refunded
  • Original shipping NOT refunded
  • Restocking fee may apply (20-50% if conditions not met)
  • Taxes/duties NOT refunded (if applicable)

5.5 Refund Method

  • Refunds issued to original payment method
  • We cannot issue refunds to alternate methods
  • Bank/credit card may take additional time to process

5.6 Refund Disputes
If you do not receive your refund within 25 business days:

  1. Check with your bank (funds may be delayed there)
  2. Provide proof of return tracking
  3. Contact us at kneereliever@use.startmail.com with:
    • Order number
    • Return tracking number
    • Proof of receipt at our facility

We are not liable for delays caused by financial institutions.

SECTION 6 - DEFECTIVE OR DAMAGED ITEMS

6.1 Immediate Inspection Required
You must inspect your item upon receipt. If defective or damaged:

6.2 Late Damage Claims
Claims received more than 48 hours after delivery:

  • Will be evaluated but may be denied
  • You may be responsible for return shipping
  • We reserve the right to refuse late claims

6.3 Defective Item Approval
If we confirm the item is defective:

  • We will send prepaid return label
  • We will provide return instructions
  • You will receive full refund upon return
  • OR we will send replacement at no cost

6.4 Damage from Carrier
If damage is caused by the shipping carrier:

  • We will assist with carrier claim
  • Carrier claim investigation takes 30-60 days
  • We may require you file claim directly with carrier
  • We are not liable for carrier damages beyond investigation assistance

6.5 Misuse or Negligence
If damage is caused by:

  • Customer misuse
  • Improper care
  • Negligence
  • Normal wear and tear

We will NOT issue refund or replacement.

SECTION 7 - EXCEPTIONS / NON-RETURNABLE ITEMS

The following items are FINAL SALE and CANNOT be returned for any reason:

❌ Personal Care Items

  • Items worn against skin
  • Items used for personal hygiene
  • Beauty products
  • Medical-grade items

❌ Customized/Personalized Items

  • Custom orders
  • Personalized products
  • Special orders
  • Made-to-order items

❌ Sale or Clearance Items

  • Items purchased at discount
  • Clearance merchandise
  • Final sale items
  • Bundle discounts

❌ Used or Worn Items

  • Items showing any signs of wear
  • Items that have been worn
  • Items with perspiration or odor
  • Items with any damage

❌ Gift Cards

  • No returns on gift cards
  • No refunds on gift cards
  • No exchanges for gift cards

❌ Hazardous Materials

  • Flammable liquids or gases
  • Hazardous chemicals
  • Items that cannot be safely transported
  • Restricted items per carrier policy

❌ Digital Products

  • Downloadable content
  • Digital files
  • Software

If you purchase an item marked as final sale and later request a return, your request WILL be denied.

SECTION 8 - WRONG ITEM OR MISSING ITEMS

8.1 Wrong Item Received
If you receive an incorrect item:

  1. Contact us within 48 hours
  2. Provide photos and order number
  3. We will provide prepaid return label
  4. Send wrong item back
  5. We will send correct item upon return receipt

8.2 Missing Items
If your order is missing items:

  1. Contact us within 48 hours
  2. Provide photos and order number
  3. We will investigate
  4. If confirmed missing, we will:
    • Send replacement item, OR
    • Issue refund for missing item

8.3 Late Claims
Claims received more than 48 hours after delivery may be denied.

SECTION 9 - EXCHANGES

9.1 No Direct Exchanges
We do not offer direct exchanges. To exchange for different size/color:

  1. Request return of original item
  2. Wait for return approval
  3. Once approved, ship item back
  4. Upon receipt and inspection, refund is issued
  5. Place new order for desired item

9.2 Timing

  • Entire process takes 20-30 business days
  • You will not receive new item until original is received and inspected
  • No refund is issued until inspection is complete

9.3 No Special Priority
Exchanges are not prioritized. Standard processing applies.

SECTION 10 - EUROPEAN UNION CUSTOMERS (14-DAY COOLING-OFF PERIOD)

10.1 EU Consumer Rights
Customers in the European Union have the legal right to cancel an order within 14 days of receipt for any reason, without providing justification.

10.2 EU Return Conditions
To exercise this right, the item must be:

  • Unused and in original condition
  • Unworn and with tags
  • In original packaging
  • Accompanied by proof of purchase

10.3 EU Return Process

  1. Contact us within 14 days of receipt
  2. State reason for return (if any)
  3. Obtain return authorization
  4. Ship item back to provided address
  5. We will inspect and process refund

10.4 EU Refund Timeline

  • We will issue refund within 14 days of receiving your return
  • Bank processing: Additional 3-5 business days
  • Total time: 20-25 business days

10.5 Return Shipping (EU)

  • Return shipping is customer's responsibility unless item is defective
  • Defective items: We provide prepaid label

10.6 Important Note
While EU law provides the 14-day right, our standard policy is 15 days. EU customers receive the benefit of the longer period when applicable.

SECTION 11 - LIABILITY LIMITATIONS

11.1 Maximum Liability
Our maximum liability for any return or refund issue is limited to:

  • The product price refunded, OR
  • Replacement product sent

We are NOT liable for:

  • Lost packages during return transit
  • Delays in refund processing
  • Carrier errors or damages
  • Bank/credit card processing delays
  • Consequential damages
  • Lost profits or inconvenience

11.2 Carrier Liability

  • We are not responsible for carrier performance
  • Carrier liability is governed by their terms
  • We assist with claims but do not guarantee outcomes
  • Carrier timeframes are beyond our control

11.3 Financial Institution Delays

  • We are not responsible for bank/credit card delays
  • Processing times vary by institution
  • We are not liable if funds take longer to post

SECTION 12 - ABUSE PREVENTION

12.1 Return Abuse
We reserve the right to refuse future returns from customers who:

  • Repeatedly return items without valid reason
  • Make fraudulent return claims
  • Return worn or used items
  • Abuse the return process
  • Attempt to circumvent our policies

12.2 Account Suspension
We may suspend or terminate accounts of customers who:

  • Engage in return fraud
  • File false damage claims
  • Abuse return privileges
  • Violate these policies repeatedly

12.3 Legal Action
We may pursue legal action against customers who:

  • Commit return fraud
  • File false claims
  • Engage in deliberate abuse
  • Attempt to defraud our business

12.4 Pattern Monitoring

  • We monitor return patterns
  • Unusual returns may be flagged
  • High-value returns may require additional verification
  • We reserve the right to investigate suspicious activity

SECTION 13 - CONTACT INFORMATION

For all return and refund inquiries:

📧 Email: kneereliever@use.startmail.com

Response Time: Within 2 business days

Important: You MUST contact us before shipping any return. Unauthorized returns will be refused.

SECTION 14 - POLICY CHANGES

We reserve the right to modify this Return & Refund Policy at any time. Changes are effective immediately upon posting to our website.

SECTION 15 - ACKNOWLEDGMENT

By making a purchase, you acknowledge that:

  • You have read and understood this Return & Refund Policy
  • You agree to all terms and conditions
  • You understand the 15-day return window
  • You understand return conditions
  • You accept that non-conforming returns will be denied

SECTION 16 - GOVERNING LAW

This Return & Refund Policy is governed by the laws of the United States of America. However, EU customers retain rights under EU law.

Disputes shall be resolved according to our Terms of Service.