Refund policy
Motilli Return & Refund Policy
Effective Date: August 2026
90-Day Money-Back Guarantee
You have 90 days from the date you receive your order to request a refund. It counts even on an opened bottle — if you are not noticing the difference, contact support@trymotilli.co and we will make it right. Please keep the original packaging where possible.
How to Request a Refund
Email support@trymotilli.co with your order number and the reason for your request. If we ask you to send anything back, we'll provide a prepaid return shipping label and instructions within one business day. Items sent back without prior approval will not be accepted.
Refunds
Once your request is approved (and any requested return is received), we'll issue your refund to the original payment method within 5–10 business days. It may take additional time for your bank to post the refund to your account.
Damaged, Defective, or Wrong Items
Please inspect your order on arrival. If your item is damaged, defective, or incorrect, email us with photos within 7 days and we'll replace it free of charge or issue a full refund — no return required.
Subscription Refunds
If you were charged for a subscription renewal you didn't expect or want, contact us within 30 days of the charge and we'll refund it in full. You can also cancel your subscription at any time — see our Subscription Policy.
Non-Refundable Items
The following are not eligible for a refund:
- Gift cards
- Refund requests made more than 90 days after delivery
- Items sent back without prior authorization
European Union 14-Day Cooling-Off
If your order ships to the European Union, you may cancel or return your purchase within 14 days of delivery for any reason.
Chargebacks
If you have any issue with your order, please contact us first at support@trymotilli.co before disputing the charge with your bank. We respond to every email within one business day and will resolve issues fairly — refunds are issued without friction. Filing a chargeback before contacting us slows down resolution for everyone.
Contact
Email: support@trymotilli.co
Address: 2921 Cathedral Lane, Charleston SC 29414, United States