Refund policy
Return and Refund Policy
Motoneta™ accepts exchanges and returns within 30 days of the date the carrier delivers your order to the address you provided.
You must notify our Customer Service team about the return within those 30 days through one of these channels:
- Phone or WhatsApp (real time): +57 300 788 2016
- Email: motoneta.co@gmail.com
Our garments are made to order, so we invest in cutting, sewing and producing each piece from scratch. If a garment does not work for you, we exchange it for another item or size.
What we do not accept for exchange or return
- Accessories such as rings, bracelets, necklaces, glasses and hats, unless the item has a factory defect.
- Garments damaged by misuse or negligence (exposure to chemicals, high heat, sharp objects or rough surfaces). Used garments cannot be exchanged.
- Garments with any sign of use, bad odor, sweat, makeup or missing tags.
- Damage caused by incorrect washing, for example mixing a white garment with a colored one, or soaking a garment that has gone through a dyeing process.
Customers in Germany: withdrawal (Widerruf)
You can withdraw from your purchase of garments within 30 days of the date the carrier delivers your order to the address you provided.
Conditions
- The garment must be unworn and unused.
- The garment must have all its original tags attached.
If the garment meets both conditions
We refund the price you paid for the garment to the original payment method.
If the garment does not meet both conditions
The garment cannot be refunded. We will exchange it for other garments instead.
How to withdraw
- Tell us within the 30 days by email at motoneta.co@gmail.com or by phone / WhatsApp at +57 300 788 2016. Include your order number and your clear decision to withdraw.
- We will confirm and give you the return address. Once we confirm, you have 15 days to hand the package to the carrier.
- Return shipping costs are paid by the customer.