1. Introduction

At Motoscents, we are committed to providing our valued customers who choose our car air freshener products with the highest standards of satisfaction. Our return and refund policy is designed to ensure a secure and transparent shopping experience. This policy clearly outlines our return processes, conditions, and exceptions, aiming to protect our customers' rights and provide a trustworthy shopping environment. We recommend that you carefully review the information provided below.

2. Return Conditions

To be eligible for a return, the product must meet the following conditions:

2.1. Eligibility Conditions

Returns are only accepted under the following circumstances:

The product is damaged, defective, or delivered in a manner different from what was ordered.

The delivered product does not match the ordered product (e.g., a different scent or model was sent).

2.2. Time Limit

The product must be requested for return within 14 days from the date of delivery.

2.3. Product Condition

The product to be returned must be unused, in its original packaging, with all labels and protective caps intact, and returned in its entirety.

2.4. Request Notification

The return request must be formally submitted to us via email at motoscents@hotmail.com.

2.5. Cases Excluded from Returns

Return requests will not be accepted in the following situations:

The product has been used, its packaging has been opened, the scent has been tested, or it is no longer in its original condition.

More than 14 days have passed since the delivery date.

Products that are not suitable for return due to hygienic reasons (e.g., air fresheners whose packaging has been completely removed and exposed to air for an extended period).

The product has been damaged due to customer error (e.g., improper use, dropping, or unsuitable storage conditions).

3. Return Process

Our return process is designed to be transparent and customer-focused. You can easily complete your return by following the steps below:

3.1. Submitting a Return Request

Submit your return request to us via email at motoscents@hotmail.com. Including your order number, the reason for the return, and, if applicable, photos showing the product’s damaged or defective condition will help expedite the process.

3.2. Evaluation and Approval

We will review your request within 3 days. If deemed eligible, we will send you a return approval email containing the necessary instructions and shipping details.

3.3. Returning the Product

Return the product in its original packaging to the address specified in the return approval email using UPS. Shipping costs will be covered by us; however, please note that the customer is responsible for any damage that may occur during shipping.

3.4. Inspection Process

Once the product reaches us, a detailed inspection will be conducted within 3 days to verify its compliance with the return conditions.

3.5. Refund Process

If your return request is approved, the refund will be processed within 3 days via the payment method used during the purchase.

4. Refund Process

Refunds will be processed following the completion of the return process as outlined below:

4.1. Refund Method

The refund will be issued using the payment method used during the purchase.

4.2. Campaigns and Discounts

If a discount or campaign was applied to your order, the refund amount will be calculated based on the final amount you paid.

4.3. Duration

The refund will be completed within 3 days from the date the product is received and our inspections are finalized.

4.4. Notification

After the refund is processed, you will receive a confirmation email. If the refund does not reflect in your account within the specified time, please contact us at motoscents@hotmail.com.

5. Shipping and Handling Fees

Shipping costs during the return process are managed as follows:

5.1. Fees Covered by Us

If your return request is approved due to the product being damaged, defective, or incorrectly shipped, the shipping fees will be covered by Motoscents.

5.2. Fees Borne by the Customer

If the return request arises from a customer-related reason (e.g., a change of mind or incorrect order), the shipping fees will be the customer’s responsibility. Additionally, if a product that does not meet the return conditions is sent to us, the cost of returning the product to the customer will also be the customer’s responsibility.

6. Special Cases and Exceptions

In certain special cases, the return process may vary:

6.1. Campaign and Promotional Products

For products purchased as part of a campaign (e.g., "buy 3, pay for 2"), the campaign conditions will be taken into account during the return. The refund amount for the returned product may be adjusted by deducting the campaign discount.

6.2. Bulk Orders

For bulk orders (e.g., 10 or more products), returns will be evaluated collectively. In the case of partial returns, the campaign conditions for the remaining products may be recalculated.

6.3. Gift Items

Gift items included with the order cannot be returned. However, if there is an issue with the main product, the condition of the gift item will also be reviewed.

7. Disclaimer

Motoscents is not responsible for damages caused by improper use of the product, unsuitable storage conditions, or other customer-related errors during the return process. The eligibility of products for return will be thoroughly verified by us. We remind you that the customer is responsible for any loss or damage that may occur during the shipping of the product for return.

8. Contact and Support

For any questions, suggestions, or requests regarding the return and refund process, please feel free to reach out to us:

8.1. Contact Information

Email: motoscents@hotmail.com

8.2. Working Hours

Our customer service team is available on weekdays from 08:00 to 17:00.

9. Our Commitment to You

At Motoscents, we are here to provide you with the best shopping experience. Thank you for your trust.