Return & Exchange Policy

• Customers may request a return or exchange within 30 days of receiving their order.
• Return postage for change-of-mind returns and exchanges is the customer’s responsibility. Where an item is faulty, damaged or incorrect, Motrox pays the return postage.
• Your Australian Consumer Law rights: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major. These rights are not limited by any time period stated on this page — the 30-day window is our change-of-mind policy and the 48-hour window is our preferred notification period for faults.
• Items must be unused, unworn, and in original condition with all tags and original packaging intact.
• Return shipping costs are the buyer’s responsibility, unless the item arrived damaged or incorrect.

• All orders are processed strictly according to the size selected at checkout.
• Size charts are provided on every product listing — please measure carefully before ordering.
• Size-related returns are accepted within 30 days of delivery.
• For personalised size advice, message us before ordering — we’re happy to help.

• Minor colour variations may occur due to lighting and screen calibration — this is normal.
• If the colour significantly differs from product images, submit a claim with clear photos within 30 days of delivery.
• If a replacement in the correct colour is unavailable, a full refund will be issued.

• Custom-made and personalised products are non-refundable and non-exchangeable for change of mind once production has commenced. They remain covered by the Australian Consumer Law if they are faulty or not of acceptable quality.
• If we fail to produce the item to your provided specifications, you will be eligible for a full replacement or refund.

• Stock items: you can cancel any time before your order is dispatched and receive a full refund.
• Made-to-measure and custom orders: cancel within 24 hours of placing the order and receive a full refund.
• After 24 hours, but before cutting has begun, a 25% deduction applies to cover the materials already allocated and the production slot reserved for you.
• Once cutting has begun, a made-to-measure order can no longer be cancelled — the leather has been cut to your measurements and cannot be used for anyone else.
• Please email us as soon as possible if you need to cancel, and we will confirm in writing which stage your order has reached.

Nothing in this section limits your rights under the Australian Consumer Law.

• If your item arrives damaged or incorrect, contact us within 48 hours of delivery with clear photos.
• We ask for 48 hours so we can lodge any carrier claim quickly. Contacting us later does not take away your rights — see "Your Australian Consumer Law rights" above.
• Once approved, a replacement will be shipped at our expense — no cost to you.

• Refunds processed within 5–7 business days once the returned item is received and inspected.
• If delivery exceeds 29 days from payment confirmation and you no longer wish to wait, you are entitled to a full refund.
• Shipping charges are non-refundable unless the item was damaged or sent incorrectly.

• Free shipping on all orders within Australia.
• International orders: shipping charges apply and are non-refundable.