Returns & Refunds
We believe the things you welcome into your life should earn their place. If something you ordered does not feel right, we want to make the return process clear and straightforward.
14-day return window
You may request a return within 14 days of receiving your order. To qualify, items must be unworn, unwashed, unused, free of scents or marks, and returned with their original tags and packaging.
How to start a return
- Contact us at team@motusgratis.com or through our Contact Us page within 14 days of delivery.
- Include your order number, the item you wish to return, and the reason for the return.
- Wait for our return instructions before sending the item. Returns sent without first contacting us may be delayed.
Return shipping
Customers are responsible for return-shipping costs. We recommend a tracked service, as Motus Gratis cannot accept responsibility for returns lost in transit. Original shipping charges, duties, brokerage fees, and import fees are not refundable.
Damaged, defective, or incorrect items
Please contact us as soon as possible if your order arrives damaged, defective, or incorrect. Include your order number and clear photos so we can assess the issue and make it right. When we confirm an error on our part, we will provide the appropriate resolution and will not require you to pay the related return-shipping cost.
Exclusions
- Items marked final sale cannot be returned.
- Gift cards are non-refundable.
- For hygiene reasons, socks must be unworn and returned in their original packaging unless they are defective.
- Items showing wear, washing, alteration, damage, odour, pet hair, or missing tags may be refused.
Exchanges
For the fastest exchange, return the original item following the steps above and place a new order for the preferred size or colour. This helps avoid the replacement selling out while your return is in transit.
Refund timing
Once your return is received and inspected, we will notify you whether it has been approved. Approved refunds are issued to the original payment method. Your bank or card provider may require additional time to post the credit.
Questions?
Email team@motusgratis.com or visit our Contact Us page. Please include your order number so we can help quickly.
Free standard shipping on CAD $200+ · Canada & US