1. Overview and Scope
This Refund and Cancellation Policy applies to orders placed through www.motiqostore.com, operated by Pramukh Products. It explains when a product may be returned or replaced, when a refund may be issued, and how an order may be cancelled.
This policy applies in addition to the product warranty, the Shipping Policy, the Terms and Conditions, and any mandatory rights available under Indian consumer law.
2. Eligible Return or Replacement Reasons
A return or replacement request may be accepted where:
- The product was physically damaged in transit.
- The product received is different from the product, model, colour, size, or variant ordered.
- A part, accessory, or component shown as included is missing.
- The product has a verified manufacturing or functional defect.
- The product is materially different from the description on the product page.
- A replacement or refund is otherwise required under applicable law.
| Change of mind: Returns are not accepted only because the customer no longer wants the product, dislikes the appearance, ordered the wrong size or quantity, or expected a minor shade or finish variation where the delivered product materially matches its description. |
3. Reporting Windows
- Visible transit damage, tampered packaging, wrong product, missing parts, or shortage: report within 48 hours of delivery.
- Manufacturing or functional defect noticed before installation or use: report within 4 calendar days of delivery.
- Order marked delivered but not received: report within 24 hours of the tracking update.
- A defect reported after the return window may be handled under the applicable product warranty, where available.
A delayed request may be considered where the customer could not reasonably identify the issue earlier, or where mandatory law or warranty terms require a remedy. We may decline a late claim if the delay prevents reasonable verification.
4. How to Raise a Request
Contact us at motiqoindia@gmail.com or +91 942 289 9537 and provide:
- Order ID and registered mobile number or email address.
- A clear description of the issue.
- Photographs or video showing the product and issue.
- Images of the outer packaging, shipping label, and included components where relevant.
- Any serial number, batch number, warranty card, or installation details requested for verification.
An unboxing video is recommended for transit-damage or missing-item claims where available, but absence of a video will not automatically invalidate a genuine claim. Other reliable evidence may be considered.
5. Product Condition and Return Requirements
Unless the defect itself makes this impossible, the returned product should include the original packaging, accessories, manuals, warranty documents, free items, and components.
Do not install, drill, cut, alter, assemble, or use a product after discovering damage, shortage, a wrong variant, or an obvious defect. Installation or use may prevent us from confirming whether the issue existed at delivery.
A return may be rejected where the product has been damaged by misuse, incorrect installation, normal wear, negligence, unauthorised repair, alteration, or failure to follow instructions.
6. Non-Returnable Products
The following products are normally non-returnable:
- Customised, personalised, made-to-order, cut-to-size, or specially procured products.
- Products that have been installed, drilled, altered, assembled, used, or damaged after delivery.
- Sanitary or hygiene-sensitive products that have been installed, used, or contaminated.
- Products sold as final sale, clearance, or non-returnable where this was clearly disclosed before purchase.
- Items missing original parts, accessories, serial labels, or packaging because of customer action.
| Important exception: A non-returnable category does not remove the customer’s right to a remedy where the product is defective, unsafe, wrongly supplied, materially not as described, or where applicable law requires a remedy. |
7. Replacement Process
For an approved claim, we may offer replacement, repair, missing-part dispatch, or refund depending on the issue, product category, warranty terms, stock availability, and applicable law.
Where reverse pickup is required, the replacement will normally be dispatched within 3 to 5 business days after the returned product passes inspection. For obvious cases, we may provide an earlier solution at our discretion.
If the replacement is unavailable or cannot be supplied within a reasonable period, an eligible refund will be issued.
8. Inspection and Decision
Returned products may be inspected to verify the reported issue, serial number, condition, included parts, packaging, and evidence of installation, misuse, or alteration.
If the claim is approved, the agreed replacement, repair, missing-part dispatch, or refund will be processed. If rejected, we will provide the reason and may return the product to the customer. Reasonable return shipping may be charged where the claim was false, the product was misused, or the return conditions were materially breached.
9. Refund Eligibility
A refund may be issued where:
- An approved returned product cannot be replaced or repaired within a reasonable period.
- A prepaid order is cancelled before dispatch under Section 11.
- Motiqo India cancels the order because of stock, pricing, payment verification, fraud prevention, or serviceability issues.
- A prepaid shipment is returned to origin and qualifies for refund under Section 12.
- A duplicate payment or payment error is verified.
- The shipment is confirmed lost, damaged beyond delivery, or undeliverable because of Motiqo India or the courier partner.
10. Refund Method and Timelines
Refunds for prepaid orders will normally be sent to the original payment method. Refunds for COD orders will be sent by bank transfer or another secure electronic method after the customer provides complete and correct details.
- Approved return: refund initiated within 2 business days after inspection and approval.
- Cancellation by Motiqo India: refund initiated within 3 to 5 business days of cancellation.
- Duplicate payment: refund initiated within 3 to 5 business days after verification.
- COD refund: normally initiated within 5 business days after approval and receipt of valid bank or UPI details.
- Bank, card, UPI, wallet, or payment-gateway processing: normally 3 to 7 business days after initiation, but the actual credit time is controlled by the payment provider or bank.
Any promotional discount, coupon, gift card, reward, or non-refundable fee will be adjusted according to its original terms. We will not refund more than the amount actually paid for the returned item, together with any shipping amount that is refundable under this policy.
11. Order Cancellation
A customer may request cancellation within 24 hours of placing the order, provided it has not been packed, specially processed, customised, or handed over to the courier.
A tracking number may be created before physical dispatch. Cancellation eligibility will be based on the actual fulfilment status, not only the tracking-number status.
After dispatch, cancellation may not be possible. A return after delivery will be accepted only where it meets this policy. Refusing delivery without an approved cancellation may be treated as a customer-caused return to origin.
Same-day, express, customised, personalised, made-to-order, cut-to-size, and special-order products may be non-cancellable after confirmation if disclosed before purchase.
Motiqo India may cancel an order for stock unavailability, incorrect pricing, payment failure, suspected fraud, duplicate order, legal restriction, or non-serviceability. Any eligible prepaid amount will be refunded.
12. Return to Origin Refunds
Where a prepaid shipment returns because of an incorrect address, unavailable recipient, unreachable phone number, refusal, access issue, or repeated unsuccessful attempts, the refund may be reduced by the shipping, COD, special-handling, and return freight charges actually incurred, where permitted by law.
Where the return is caused by courier failure, non-serviceability identified after dispatch, transit damage, loss, or an error by Motiqo India, the customer will receive an appropriate replacement or refund without deduction of shipping charges.
13. Reverse Pickup and Self-Shipping
For approved claims, we will normally arrange reverse pickup at no cost. The customer must pack the product safely and hand over all approved items and components.
If reverse pickup is unavailable, self-shipping must be authorised in writing before dispatch. We may reimburse reasonable freight against a valid receipt, subject to the approved limit and successful inspection.
If pickup fails because the customer is unavailable, the address is incorrect, or the product is not ready, we may reschedule or require self-shipping. Repeated failed pickups may close the request after reasonable notice.
14. Warranty Claims
Return eligibility and warranty eligibility are different. A product that is no longer returnable may still qualify for repair, replacement of a component, or another remedy under its warranty.
Warranty coverage, period, exclusions, installation requirements, and service method may vary by product and will be governed by the warranty information supplied with the product or shown on the product page.
Normal wear, misuse, improper installation, unauthorised modification, accidental damage, and consumable parts are not covered unless expressly stated or required by law.
15. Misuse and Fraud Prevention
We may refuse, limit, or investigate requests involving altered evidence, item substitution, serial-number mismatch, repeated abusive returns, false non-delivery claims, or other suspected fraud. This does not affect genuine consumer complaints or mandatory legal rights.
16. Contact and Grievance
Contact Us
Email: motiqoindia@gmail.com
Customer Support: +91 942 894 9537
Support Hours: Monday to Saturday, 10:00 AM to 5:00 PM IST (excluding public holidays)
Registered Office: Shed No-68, Shiv Shakti Industrial Estate, Kathwada Singarava Road, Kathwada, Ahmedabad, Gujarat, India – 382430
Grievance Redressal
Customers may raise a complaint or grievance using the details below:
| Name | Maulik Patel |
| Designation | Grievance Officer |
| Company | Pramukh Products |
| motiqoindia@gmail.com | |
| Phone | +91 942 894 9537 |
| Address | Shed No-68, Shiv Shakti Industrial Estate, Kathwada Singarava Road, Kathwada, Ahmedabad, Gujarat, India – 382430 |
We will acknowledge consumer grievances within 48 hours and aim to resolve them within one month from receipt, or within any shorter period required by applicable law.
17. Policy Updates
We may update this policy from time to time. The revised policy will be published with an updated effective date. The version in force when the order was placed will normally apply, unless a later change is required by law or is more favourable to the customer.
18. Governing Law and Consumer Rights
This policy is governed by the laws of India. Subject to mandatory consumer forums and other legal remedies, disputes will be subject to the jurisdiction of competent courts in Ahmedabad, Gujarat.
Nothing in this policy excludes or limits a non-waivable consumer right or remedy under applicable law.