Refund policy

Refund & Returns Policy

Last updated: 1 August 2026

At NewMotivo, we want every purchase to be a good one. Below you'll find how cancellations, returns and refunds work, in line with UK consumer law.

Cancelling Your Order (14-Day Right to Change Your Mind)

Under UK law (Consumer Contracts Regulations 2013), you're entitled to cancel your order within 14 days of receiving it, no explanation required.

To cancel, email support@newmotivo.com with your order number before the 14 days are up.

Sending the Item Back

After cancelling within that 14-day window, you'll have another 14 days to post the item back to us. We'll send you the return address by email once you get in touch.

Items must be unused, still in their original packaging, and in a condition we can resell.
Return postage is on you, unless the item arrived broken, faulty, or wrong (details below).
We suggest a tracked delivery service. If a returned parcel gets lost on its way back to us, we won't be able to refund it.

A note on hygiene items: cleaning products, sprays and applicator kits can't be returned once they've been opened, used, or had their seal broken, for hygiene reasons. This doesn't apply if the item is faulty or wasn't what you ordered, see the section below.

Getting Your Money Back

Once your return reaches us and we've checked it, we'll email you to confirm the refund. Approved refunds go back to your original payment method within 14 days.

Cancelled before dispatch? You'll get a full refund within 14 days of asking, no need to send anything back.

Faulty, Damaged or Wrong Items

Item turned up broken, faulty, or not what you ordered? Email support@newmotivo.com within 48 hours of delivery with:

Your order number
A photo showing the issue
A short description of what's wrong

We'll sort a full refund or a replacement, your call, and you won't pay a penny for return postage in this case.

Delayed or Missing Orders

Order running late? Check our Shipping Policy for estimated timeframes, then email us if it's overdue. If it's confirmed lost by the courier, you'll get a full refund or a replacement.

When We Can't Offer a Refund

We're not able to refund an order if:

You ask after the 14-day window and the item isn't faulty
The item's been used or damaged by the customer, or the packaging is missing (outside the hygiene exception above)
Everything was delivered correctly and you've simply changed your mind after the 14 days

Starting a Return

Email support@newmotivo.com with your order number and why you'd like to return it. We'll get back to you within 1-2 business days.

This policy works alongside our Terms & Conditions and Shipping Policy, and doesn't affect your other rights under the Consumer Rights Act 2015.