Refund policy
Motilli Return & Refund Policy
Effective Date: May 2026
30-Day Return Window
You have 30 days from the date you receive your order to request a return. Motilli is eligible for return within this window — please contact support@trymotilli.co to start the process. Items must be returned with at least 50% of the product remaining and the original packaging where possible.
How to Start a Return
Email support@trymotilli.co with your order number and reason for return. Once approved, we'll send you a prepaid return shipping label and instructions within one business day. Items sent back without prior approval will not be accepted.
Refunds
Once we receive your return, 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-Returnable Items
The following are not eligible for return:
- Gift cards
- Items returned after 30 days from delivery
- Items returned 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. Items must be returned with at least 50% remaining.
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