Overview
At Motivosity, we take pride in delivering quality merchandise for your organization, whether it's customized and branded uniquely for you or a non-branded (standard catalog) item. Our goal is to ensure your satisfaction with products delivered to your employees. This policy applies equally to branded, customized merchandise and non-branded items ordered through Rewards by Motivosity.
Eligible Returns & Refunds
Whether your order includes customized, branded merchandise or non-branded (standard catalog) items, 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: Whether the item is branded/customized or a non-branded (standard catalog) item, all merchandise is produced or fulfilled on demand based on your submitted order details. We cannot accept returns for items produced or fulfilled correctly, including sizing preferences or general dissatisfaction. If you have sizing questions before ordering, please reach out to
Non-Defective Merchandise (Branded or Non-Branded): This applies to both customized, branded merchandise and non-branded (standard catalog) items. We cannot accept returns for items that were produced or fulfilled 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 or non-branded 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. The refunded amount is returned as a "gift balance" and remains available for use exclusively within the catalog.
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. Store credit will not appear in your spending balance but will be automatically applied during checkout for future purchases.