Cancellation and Refund Policy
Understand cancellations, returns, refunds, eligibility, and refund timelines for Motsto orders.
Cancellation and Refund Policy
This policy explains cancellation, return, replacement, and refund handling for orders placed on Motsto.com.
Business Information
Address: Pathanamthitta, Kerala, India
Support Email: support@motsto.com
Phone: +91 8921652221
Order Cancellation
You may request cancellation before an order is shipped or processed by the merchant. Once shipped, cancellation may not be possible and the return/refund process may apply instead.
Cancellation by Motsto
Motsto may cancel an order due to payment failure, stock unavailability, incorrect pricing, incomplete address, suspected fraud, merchant rejection, logistics restrictions, or other operational issues. If payment was collected, eligible refunds will be initiated.
Return Eligibility
Returns are accepted only for eligible products that are unused, undamaged, complete with original packaging, accessories, manuals, tags, and invoice. Some products may not be returnable due to hygiene, customization, damage risk, digital/electronic nature, clearance sale, or product-specific restrictions.
Return Window
Eligible return requests should be raised within 7 days of delivery unless a product page or offer states otherwise. Damaged, defective, wrong, or missing product claims should be reported within 48 hours of delivery with photos and supporting evidence.
Refund Timeline
After approval and, where applicable, return pickup/inspection, refunds are usually initiated within 5 to 7 working days. The final credit timeline depends on the payment method, bank, card network, UPI provider, wallet, or payment gateway.
Refund Method
Refunds are generally processed to the original payment method used during checkout. For cash-on-delivery or exceptional cases, Motsto support may request bank details for eligible refunds.
Non-Refundable Cases
- Products damaged due to misuse, mishandling, installation errors, or unauthorized repair.
- Products returned without original packaging, accessories, invoice, or serial identifiers where applicable.
- Used toys, RC parts, electronics, batteries, or accessories damaged after delivery.
- Customized, special-order, clearance, or final-sale products unless defective or wrongly delivered.
How to Request Support
Email support@motsto.com with order ID, product name, issue details, photos/videos where applicable, and contact number. You can also call +91 8921652221.