Returns & Exchanges
Welcome to MOTITA.co!
At MOTITA, we strive to ensure your utmost satisfaction with our products for your furry companion. However, if you are not completely satisfied, we are more than happy to provide a refund. To be eligible for a refund, please ensure that the product is in a resellable condition, unworn, undamaged, unaltered, and unused, with tags still attached, and in its original packaging. You must initiate the refund process within 30 days from the date of purchase.
Please note that refunds are not available for toys or grooming items unless they are found to be faulty upon arrival. If you receive a faulty item, please notify us immediately so that we can arrange for a replacement to be sent.
Returns are free and hassle-free. Simply visit our returns portal at https://MOTITA.co/my-account/rma-requests/, select the item(s) you wish to return, and follow the online instructions provided.
Once your return is approved, you will receive a free return label via email (please remember to check your spam folder). In case you do not receive the label, feel free to email us at [email protected] , and our dedicated team will be glad to assist you.
When sending the return package back to us, kindly include your return slip (included in your order upon arrival) or a note stating your order number and reason for return. This will help us avoid any processing delays.
Upon receiving the returned items at our headquarters, we will process them for approval, after which a refund will be issued. Please note that the initial shipping costs cannot be refunded. Kindly allow 5-10 working days for the refund to be processed, although the exact timeframe may vary depending on your bank.
Please be aware that we reserve the right to reject any returned product that does not meet our return policy. In such rare cases, our customer service team will contact you to provide an update, and the items will be returned to you.
Please retain your tracking number until the refund has been approved.
What if I order the wrong size for my pet?
If you need to exchange the size of your item, simply follow the return process mentioned above and place a new order for the correct size.
Your order should include a return slip, and we kindly request you to fill it out correctly and include it when returning the item. This will help us identify your package upon arrival.
If you have any questions or need assistance regarding the size, please feel free to contact us via email at [email protected]
What if the item does not meet my expectations?
At MOTITA, we prioritize customer satisfaction, and if for any reason the product does not meet your expectations, please let us know so that we can assist you. In most cases, we will offer an exchange or refund, provided the product you wish to return is in a resellable condition.
International Returns
Currently, we do not offer free returns for international orders. Therefore, you will be responsible for covering the cost of return shipment and any related fees. To register your return, please visit our returns portal at https://MOTITA.co/my-account/rma-requests/ , select the item(s) you want to send back, and follow the online instructions provided.
Once your return has been approved, we will advise you where to send the package.
When returning the package, please include your return slip (included in your order upon arrival) or a note stating your order number and reason for return. This will help us avoid any processing delays.
Upon receiving the returned items at our headquarters, we will process them for approval, after which a refund will be issued. Please note that we are unable to refund the initial shipping costs or any customs fees incurred. Kindly allow 5-10 working days for the refund to be processed, although the exact timeframe may vary depending on your bank.
If you have any questions, please do not hesitate to reach out to us at [email protected]
Please be aware that we reserve the right to reject any returned product that does not meet our return policy once it arrives at our headquarters. In such rare cases, our customer service team will contact you, and you will be required to cover the postage cost to have the items returned to you.
Disclaimer
All MOTITA items are accessories only, and the makers assume no liability. The use of the products and the safety of the pet and handler are entirely at the discretion and responsibility of the purchaser and/or user.
