Refund policy
Last updated: 29 September 2026
At Motion & Gear, we want you to feel confident about your purchase. This policy explains the conditions and steps for returns, size exchanges and refunds for clothing and textile products purchased through our online store.
Nothing in this policy excludes or limits your rights under applicable consumer protection laws. Conditions for voluntary returns do not override your rights concerning faulty, damaged, incorrectly supplied or misdescribed products.
1. Return Eligibility
You may request a return for an eligible product within 14 calendar days of receiving it, including if the fit is unsuitable or you change your mind.
For a voluntary return, the product must:
- Be unused, unwashed, unaltered and undamaged.
- Have its original product labels and any security tags attached.
- Be free from stains, makeup, perfume, smoke, other odours and signs of wear.
- Be returned with its original product packaging and any included accessories.
You may carefully try on eligible clothing indoors to check its fit, keeping all tags attached. Wearing an item beyond a brief fitting may make it ineligible for a voluntary return.
The 14-day period relates to submitting your request. Once approved, follow the return arrangements and timeframe provided by our support team. If you cannot meet the agreed collection date, contact us promptly to rearrange it.
2. Hygiene Restrictions
Any product-specific hygiene restrictions will be stated on the relevant product page before purchase.
Underwear and products supplied with hygiene seals or protective liners cannot be returned for a change of mind once those seals or liners have been removed or compromised.
These exclusions do not prevent you from reporting a faulty product, delivery damage, an incorrect item or a product that materially differs from its description.
3. Size Exchanges
We offer one size exchange per eligible item, subject to stock availability. Submit your request within 14 calendar days of receiving the original item.
The exchange must be for another size of the same product, and the return conditions above apply. Please specify the size you need when contacting us.
Our team will confirm availability and explain the collection and replacement arrangements. Requesting an exchange does not reserve replacement stock until we confirm it.
If the requested size is unavailable, you may return the eligible item for a refund. If the replacement size is also unsuitable, you may request a return within 14 calendar days of receiving it. A second size exchange is not included.
For a different style, colour or product, please request a return and place a separate order.
4. How to Request a Return or Exchange
Contact info@motionandgear.com and include:
- Your order number.
- The name and quantity of each item.
- Whether you want a refund or size exchange.
- Your preferred replacement size, where applicable.
- A brief explanation of your request.
- Photographs of any damage, defect or incorrect item, where practical.
We normally respond within one business day. Our business days are Monday to Friday, excluding UAE public holidays. We may request further information to identify your order or understand a reported issue.
Do not send products back before receiving return authorisation and instructions from our support team. We need to confirm the correct destination and ensure that your return can be identified and tracked.
An initial authorisation allows the return to proceed; final refund or exchange approval is subject to inspection where required. An unannounced return may delay processing but does not remove your statutory rights.
5. Packing and Return Collection
Place the product, its original packaging and all included accessories inside suitable protective outer packaging. Do not attach courier labels or adhesive tape directly to the product or its branded retail box.
Include the order number or return reference provided by our team. Check the contents carefully and do not include unrelated products or personal belongings.
Eligible UAE returns and the first eligible size exchange are free of return-collection charges when arranged through our support team. Independently arranged shipping costs are not reimbursed unless agreed in advance.
Make the parcel available at the agreed collection time. If collection is missed, contact us to arrange the next step. Keep your collection receipt or tracking details until your request has been resolved.
6. Inspection and Return Decisions
When your return arrives, we check that the item matches the request and meets the applicable conditions.
If there is a discrepancy, missing component or evidence of use or damage, we will contact you with an explanation and, where appropriate, request clarification before making a decision.
If a voluntary return is declined, we will explain why and discuss arrangements for returning the item to you. Any applicable delivery charge will be disclosed and agreed in advance.
Opening packaging or discovering a defect during appropriate use does not automatically invalidate a faulty-product claim.
7. Refund Method and Timing
Once your return is approved, we will issue the refund to the original payment method used at checkout. Refunds cannot be redirected to an unrelated card or account.
Cash on delivery is not available. We do not issue cash refunds.
The refund reflects the amount actually paid for the returned item, taking account of any applicable discount.
Please allow 7–14 business days after refund approval for the funds to appear, depending on your bank and payment provider. We will notify you when the refund has been issued.
If your refund has not appeared after that period:
- Check the statement for the original payment method.
- Contact your bank or payment provider to check for a pending refund.
- Email us with your order number and refund confirmation so we can assist.
Never email your full card number, PIN or security code.
8. Delivery Charges on Returned Orders
For a change-of-mind or size-related return, the original delivery charge is not refundable.
Where we supplied a wrong, faulty or damaged item, we cover the necessary return and replacement shipping and refund applicable original delivery charges where due.
Returning part of an order does not automatically result in a refund of the entire order’s delivery charge. We will explain the refund calculation where relevant. Your statutory rights remain unaffected.
9. Damaged, Faulty, Incorrect or Missing Items
Please inspect your order promptly. We recommend reporting visible damage, missing items or incorrect products within 24–48 hours of delivery to help us investigate quickly.
This is a recommended reporting period, not a deadline that removes your rights or prevents you from reporting a defect discovered later.
Email us with your order number, a description of the problem and photographs where practical. Keep the product and packaging where possible until we advise you on the next steps. Do not dispose of a product unless we confirm that this is appropriate.
Depending on the circumstances, applicable rights and product availability, we will arrange a replacement, refund or other appropriate remedy without charging for necessary return shipping. Any alternative product will require your agreement.
Damage caused by misuse, accidental damage or failure to follow care instructions is not treated as a manufacturing defect. This does not exclude a valid claim concerning an underlying product fault.
10. Contact Us
For return, exchange or refund assistance, contact:
Motion & Gear
Email: info@motionandgear.com
Please include your order number in your message.