Overview
At Motivosity, we take pride in delivering quality, customized merchandise branded uniquely for your organization. Our goal is to ensure your satisfaction with products created specifically for your employees.
Eligible Returns & Refunds
Due to the customized nature of our products, returns and refunds are strictly limited to the following circumstances:
Incorrect Items: If you receive an item different from what was ordered (wrong product, incorrect branding, colors, or logos), please contact us within 10 business days of delivery. We will promptly arrange for the correct item to be produced and delivered.
Defective or Damaged Merchandise: If your item arrives damaged, defective, or displays flaws in workmanship, please notify us within 10 business days of receipt. We will work directly with our production partners to replace the defective merchandise promptly.
Ineligible for Returns & Refunds
We are unable to provide refunds or accept returns for:
Lost or Stolen Packages: Motivosity and our downstream providers cannot be responsible for items lost, delayed, or stolen in transit. Once merchandise leaves our provider’s facility, the shipping carrier assumes responsibility. You may contact the carrier directly to resolve any shipping issues.
Order Errors Made by the Employee: Please verify all order details, including colors, logos, sizes, quantities, and delivery addresses carefully. Motivosity is unable to accept responsibility for errors submitted by employees during the ordering process.
Sizing or Preference Issues: Because all merchandise is custom-branded and produced on demand, we cannot accept returns for items produced correctly based on the submitted order details, including sizing preferences or general dissatisfaction. If you have sizing questions before ordering, please reach out to
Non-Defective Customized Merchandise: Due to the personalized and branded nature of our products, we cannot accept returns for items that were produced correctly based on the submitted order details.
How to Initiate a Return or Claim
For eligible claims, please contact our support team at support@motivosity.com with the following information:
Order number
Clear description of the issue
Photographic evidence showing incorrect or defective merchandise
Reporting Windows
Claims must be submitted within 30 days of order placement or within 10 business days of the product shipping if the product had not shipped within 30 days of order placement. We will promptly review your request and guide you through the next steps. Claims submitted after these time frames cannot be actioned.
Resolution
For most valid claims, the resolution will include replacement of the incorrect or defective merchandise at no additional cost. Motivosity does not offer cash refunds for customized merchandise.
For certain valid claims where refunds or reversals are required, our resolution depends on the origin of the order.
Motivosity Gift: If your order was placed using a Motivosity Gift (such as an anniversary, birthday, or milestone gift), the gift will be reversed and returned to your account. You'll be able to open and redeem the gift again to make the new selection.
Paid with Motivosity Bucks or Points: If your order was paid using your spending balance, it will be refunded directly back to your spending balance and can be used towards a new order at any time.
Paid with a Personal Payment Method: If you paid with a personal payment method such as a credit or debit card, refunds will not be returned to your original card. Instead, the refunded balance will be issued as Motivosity Store Credit. You can find and apply your store credit as a payment method when you check out in the store.