Returns and Refunds

To ensure a smooth return, please note the following conditions:

• Items must be unused, in original condition, and include:
  • Original packaging.
  • Attached price tags.
• Returns must be initiated within 30 days of purchase.

Non-returnable items:

• Gift cards.
• Scarves.
• Items made from silk or cashmere.

If your item does not meet these criteria, we will be unable to process your return.

1. Contact Us:
   Email us at support@motrati.com with your order number, item details, and reason for return.
2. Prepare Your Package:
   • Ensure items are in original condition, with tags attached and in original packaging.
   • Include a copy of your purchase receipt for reference.
3. Ship Your Return:
   Send your package to:
   MOTRATi Returns
   1510 W 11th Avenue, Vancouver, BC V6J 2B6
   Important:
   • Customers are responsible for return shipping costs.
   • Shipping fees are non-refundable.

We recommend using a trackable shipping method to ensure your package is safely delivered.

Once your returned item is received and inspected, you will be notified via email. If approved:

• Refunds will be issued to the original payment method.
• Processing time: 5–10 business days, depending on your payment provider.

Late or Missing Refunds:

If you do not receive your refund within the expected time frame:

1. Check your bank account.
2. Contact your credit card company (refunds may take time to post).
3. Contact your bank for further clarification.

If the issue persists, contact us at support@motrati.com.

We only accept exchanges for defective or damaged items. To request an exchange:

1. Email support@motrati.com immediately with photos of the damaged item.
2. Upon approval, we’ll guide you through the exchange process.

Items purchased on sale are final sale and cannot be returned or exchanged.

If the item was marked as a gift during purchase:

• You’ll receive a gift credit for the value of the returned item.
• Once processed, we’ll send a gift certificate to your email.

If the item wasn’t marked as a gift:

• Refunds will be issued to the original purchaser.

• Return Tracking: We are not responsible for lost or stolen return packages. Please use a trackable shipping method for your return.
• International Orders: Returns must be shipped from the country where the original order was placed.

Our team is here to help! If you have questions or concerns about your return or exchange, email us at support@motrati.com.