Refund policy

At MotionBound, we want you to feel confident when shopping with us. If something isn’t right with your order, please contact us and we’ll do our best to resolve it quickly and fairly.

Change-of-Mind Returns

If you change your mind about your purchase, please contact us within 15 days of receiving your order to request a return.

To qualify for a change-of-mind return, the product must be unused, unworn, clean, undamaged and returned with its original packaging, accessories, manuals and components.

Where the statutory cooling-off right under South Africa’s Electronic Communications and Transactions Act applies, a customer may cancel an eligible online purchase within seven days after receiving the goods, with the direct cost of returning the goods being for the customer’s account.

Please do not send a product back before contacting us and receiving return instructions.

Incorrect or Damaged Orders

If you receive the wrong product, an incomplete order or an item that was damaged during delivery, please contact us within 48 hours of receiving your parcel.

Where the issue is confirmed to be our error or a qualifying defect, MotionBound will cover the reasonable cost of returning or replacing the product.

Please keep all packaging until your query has been resolved.

Condition of Returned Products

For voluntary change-of-mind returns, products should be returned in a condition suitable for resale.

We may decline a voluntary return, or make deductions where legally permitted, if an item has been used excessively, damaged, altered, returned incomplete or is missing accessories or packaging.

This does not limit any rights you may have under South African consumer law in respect of defective, unsafe or incorrectly supplied goods. The Consumer Protection Act specifically preserves consumers’ rights regarding qualifying defective goods.

Return Shipping

For approved change-of-mind returns, the customer is responsible for the direct cost of returning the item where permitted by law.

For confirmed faulty, defective, damaged or incorrectly supplied products, MotionBound will arrange or reimburse reasonable return costs where required by applicable consumer law.

We recommend using a tracked courier service when returning an item, as we cannot process a return until the parcel has been received.

Refunds

Once your returned item has been received and assessed, we will notify you of the outcome of your return.

Approved refunds will be issued to the original payment method used for the purchase. Please allow additional time for your bank or payment provider to reflect the refund in your account.

Where the statutory ECTA cooling-off right applies, the Act provides for a full refund within 30 days of cancellation, subject to the applicable return-cost provisions.

Exchanges

If you would prefer a replacement instead of a refund, please let us know when contacting us.

Exchanges are subject to stock availability. If a replacement is unavailable, we may offer another appropriate remedy in accordance with applicable consumer law.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will try to cancel it before shipment. Once an order has been handed to the courier, it may need to follow our normal returns process.

How to Request a Return

To request a return, exchange or refund, contact:

MotionBound Customer Support

Email: support@motionbound.co.za

Please include your full name and order number so that we can assist you as quickly as possible.

Do not return parcels to an address shown on the courier label unless our support team has confirmed that address as the correct returns address.