Return Policy

Returns & Refund Policy


We want you to be completely satisfied with your purchase from Motion Haus. This policy sets out your rights to return products and receive a refund, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.


1. Your right to cancel (cooling-off period)

As a consumer purchasing online, you have the right to cancel your order and return any item within 14 calendar days of receiving your goods, without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.

The 14-day cancellation period begins on the day after you, or a third party nominated by you, receives the goods.


2. How to request a return

To exercise your right to cancel or request a return, please contact us before returning any item:

  • Email: motionhaus@hotmail.com
  • Include your order number, name, and the item(s) you wish to return
  • We will respond within 5 business days with return instructions

 

3. Returning your items

Once we have confirmed your return request, please send the item(s) back to us within 14 days of notifying us of your cancellation.

  • Items must be returned in their original condition, unused, and in their original packaging where possible
  • We reserve the right to deduct an amount from your refund if items show signs of use beyond what is necessary to inspect them (as you might in a shop)
  • Return postage costs are the responsibility of the customer unless the item is faulty or not as described (see Section 5)

  • We recommend using a tracked postal service — we cannot accept liability for items lost in transit.

     

     

Our return address will be confirmed when you contact us to initiate a return.

 

4. Refunds

Once we have received and inspected your returned item(s), we will process your refund within 14 days of:

  • The date we receive the returned goods, or
  • The date you provide evidence that you have returned the goods (e.g. tracked postage receipt), whichever is earlier


Refunds will be issued to your original payment method. We will refund:

  • The full product price
  • The standard delivery cost you paid (we are not required to refund premium or express delivery upgrades)


Refunds may take 3 to 10 business days to appear in your account, depending on your payment provider.


5. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement if goods are:

  • Faulty or damaged when delivered
  • Not as described on our website
  • Not fit for purpose


If you receive a faulty or incorrect item, please contact us within 30 days of delivery for a full refund. After 30 days, you retain the right to a repair or replacement (and a refund if those remedies fail).

In these circumstances, we will cover all return postage costs and you will not be charged for the return.


6. Items excluded from return

The following items cannot be returned unless faulty:

  • Items that have been personalised or custom-made to your specification
  • Sealed hygiene products that have been opened (e.g. socks removed from sealed packaging, where hygiene seals apply)


Note: where socks are sold without a hygiene seal, standard 14-day return rights apply in full.


7. Contact us

If you have any questions about our returns process, please contact us at motionhaus@hotmail.com and we will be happy to help.


J&C Brands Ltd | Company number: 16673435 | Registered address: 41A Melford Road, London, SE22 0AQ | motionhaus@hotmail.com | www.hausmotion.com

Last updated: April 2026