Every MOTA piece is printed when you order it, so we don’t hold stock and we can’t resell a returned item. That shapes the policy below: we’ll always fix our own mistakes, and we can’t take something back because it didn’t fit.
If we got it wrong
If your order arrives damaged, misprinted, or isn’t what you ordered, email mota@motabrand.shop within 30 days of delivery. Include:
- your order number
- a photo of the item, showing the problem
- a photo of the shipping label, if you still have the packaging
We’ll reprint and reship it at our cost. You don’t pay return shipping, and in most cases you won’t need to send the original back at all. If you’d rather have your money back than a replacement, say so and we’ll refund you to your original payment method.
If it doesn’t fit
We can’t accept returns or exchanges for size, colour or a change of mind, because the piece was made for your order and can’t go back into stock.
Check the size menu on the product page before ordering — it lists every size that piece actually comes in. Our tees are unisex regular fit; if you’re between sizes, size up. If you’re unsure, email us before you order and we’ll help you pick.
Wrong address or a lost parcel
If an order comes back to us because the address was wrong or incomplete, we’ll email you and reship once you confirm a corrected address. Reshipping to a corrected address is charged at cost.
If tracking says delivered but you don’t have it, check with your building or neighbours first, then email us. We’ll help you chase the carrier.
Cancelling or changing an order
Email us as soon as possible. We can usually change or cancel before a piece goes into production, but not after — printing starts quickly and can’t be undone.
Refunds
Approved refunds go back to the payment method you used, through PayPal. Once we send it, your bank or card issuer decides how long it takes to appear — usually a few business days.
How to reach us
Email: mota@motabrand.shop
Mail: MOTA Brand, PO Box 12236, San Juan, PR 00914
Please email before sending anything back. Items mailed to us without being arranged first can’t be tracked to your order, and we may not be able to refund them.