Product Return and Exchange Policy (Online Store)
Product Return and Exchange Period
If you require a return or exchange, please contact customer service within 10 days (including holidays) from the date the product arrives in your possession. You must provide your Name, Order Number, Contact Phone Number, Name of the Item(s) to be Returned, and the Reason for Return along with supporting photos. Upon receiving this information, customer service will assist you with the return or exchange process.
Exchange Guidelines
- The returned item must be unused and free from stains or damage caused by non-human factors (i.e., non-defects). Please retain the complete original packaging (including the outer cardboard box); otherwise, returns will not be accepted.
- Product exchange services are subject to the store's current product stock availability. Customers may choose to exchange the item for another product of equal value, or pay the difference to exchange for a product of higher value.Important:If the value of the exchanged item is lower than the value of the returned item, the difference will not be refunded. In the event of any dispute, Motto Carpe Diem Limited reserves the right to make the final decision.
- Each online order is eligible for only one return or exchange request, and each product can be returned or exchanged only once.
- Situations Where Returns Cannot Be Accepted：
- Exceeding the 10-day product return and exchange period.
- Personalized products with embossed or stamped text, where the issue is not related to product quality.
- Variations between the product and the display sample or picture due to the natural characteristics of cowhide, such as leather grain, color, tendons, and spots.
- The product has been unsealed or used, or damaged due to human factors, such as stains, malfunction, damage, abrasion, scratches, or dirt.
- The packaging of the returned item is incomplete or damaged, or the invoice or accessories are missing.
- Shipping or courier fees are non-refundable.
- Products purchased in-store (at physical retail locations).
- Malicious or excessive returns.
Exchange Process
Contact Customer Service → Confirmation of Eligibilit → Prepare the Complete Item and Invoice → Mail to the Address Provided by Us.
Customer Service Email：sales@mottocd.com
Customer Service WhatsApp：+852 68715989
