Refund policy

Return & Exchange Policy

Motrox Australia wants you to be happy with your gear. This policy sets out what happens if you change your mind, and what happens if something arrives faulty, damaged or incorrect. It sits alongside your rights under the Australian Consumer Law and does not limit them.

Your rights under the Australian Consumer Law

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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights are in addition to this policy and are not limited by any time period stated in it. The 30-day window below is our own change-of-mind policy. The 48-hour period is the notification window we ask you to use so that we can act quickly. Neither reduces, removes or replaces your statutory consumer guarantees, and both apply equally to made-to-measure goods.

Change of mind — 30 days

• You may request a return or exchange on standard stock items within 30 days of receiving your order.
• Items must be unworn and unused, with all tags, liners and armour still attached, in their original packaging.
• Email contact@motrox.com.au with your order number first, so we can issue a return reference and confirm the correct return address. Please do not send an item back before contacting us.
• Return postage for change-of-mind returns and exchanges is the customer's responsibility.
• Any original delivery charge that applied to the order is not refunded on a change-of-mind return.

Made-to-measure and custom products

• Made-to-measure, custom and personalised products are cut and built to the measurements and specifications you supply, and cannot be resold. They are excluded from change-of-mind returns and exchanges — including where the measurements you supplied do not fit as you expected.
• If we have built the item to something other than the specification you gave us, we will remake it or refund it at no cost to you.
• Made-to-measure goods remain covered by the Australian Consumer Law. If a custom item is faulty or not of acceptable quality, your statutory rights apply in full, regardless of anything in this policy.

Faulty, damaged or incorrect items

• If your order arrives with a manufacturing fault, is damaged in transit, or is not the item you ordered, email contact@motrox.com.au with photographs. We ask that you tell us within 48 hours of delivery so that we can lodge any carrier claim and get a replacement moving quickly.
• Motrox pays the return postage on faulty, damaged or incorrect items, and you choose whether we repair, replace or refund.
• This applies to made-to-measure goods as well as standard stock.
• Contacting us after 48 hours does not take away your rights. The 48-hour window is our preferred notification period, not a deadline on the consumer guarantees described above. If a fault appears later, contact us and we will assess it.

Cancelling an order

Cancelling is different from returning: it applies before the order has been delivered.

• Standard stock items may be cancelled at any time before dispatch, for a full refund.
• Made-to-measure items may be cancelled within 24 hours of ordering for a full refund.
• After 24 hours, but before we have begun cutting material, a made-to-measure order may be cancelled with a 25% deduction.
• Once cutting has begun, a made-to-measure order cannot be cancelled, because the leather has been cut to your measurements and cannot be used for another customer.

Refunds

• Approved refunds are processed within 5 business days of us receiving and inspecting the returned item.
• Refunds are issued to the original payment method.

Delivery

• Delivery is free within Australia.
• International orders may attract a delivery charge at checkout. For deliveries in Australia, the United Kingdom and New Zealand, Motrox pays all customs duties and import taxes, so there is nothing further to pay on delivery. For all other countries, any customs duties and taxes are payable by the buyer.

How to start a return

Email contact@motrox.com.au with your order number and, where relevant, photographs. We will confirm the return reference, the return address and the next steps.

Motrox Australia · ABN 58 554 297 110 · 29A Fig Cres, Edgeworth NSW 2285, Australia · contact@motrox.com.au