Returns & Refunds policy

1. Overview

We take pride in the quality of our products and want every purchase to meet your expectations. If you are unsatisfied with your order, please contact us within 14 days of receiving your item. All returns and refunds are reviewed case-by-case in line with the terms below.

2. Non-Returnable / Customised Products

All customised, personalised, or made-to-order items are strictly non-refundable and non-exchangeable.
This includes (but is not limited to) items engraved, printed, blended, or specially prepared according to customer specifications.

Non-returnable items also include:

• Perishable or consumable goods (such as tea or botanicals)

• Items unsealed after delivery for hygiene reasons (e.g. fragrances, roll-ons, essential oils)

• Products damaged due to misuse, neglect, or improper storage

3. Eligibility for Returns (Non-Custom Items)

To qualify for a return or exchange:

• The product must be returned within 14 days of receipt.

• It must be unused, unopened, and in its original packaging.

• Proof of purchase (order number or receipt) must be provided.

Items that do not meet these conditions may be refused at our discretion.

4. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at info@motegifts.com with your order details and clear photographs.
In compliance with Singapore’s Consumer Protection (Fair Trading) Act, you may be entitled to a repair, replacement, or refund within six months of purchase for genuinely defective goods.

5. Refund & Store Credit Options

Once your return is received and inspected, you will be notified of the approval or rejection of your request.
If approved:

• Refunds will be made via the original payment method within 30 days; or

• You may choose to receive a store credit for the same value, redeemable on any of our websites.

Store credit is often preferred for faster processing and to enjoy future purchases with us.

Shipping fees and promotional discounts are non-refundable.

6. Return Shipping

Customers are responsible for all return shipping costs unless the item is confirmed defective or incorrect.
Please use a trackable and insured delivery service. MOTE PTE LTD is not liable for goods lost or damaged in transit.

7. Return Address

MOTE PTE LTD
10 Ubi Crescent, Ubi Techpark #05-60
Singapore 408564

8. Gifts

If the item was marked as a gift and shipped directly to you, you may receive a store credit for the value of the return once it is received.
If the gift was sent to the purchaser first, the refund or credit will be issued to the original buyer.

9. Contact Us

For return or refund enquiries:
Email: info@motegifts.com
Phone / WhatsApp: +65 8852 2535

MOTE PTE LTD reserves the right to update or amend this policy without prior notice.
This policy complies with the Consumer Protection (Fair Trading) Act of Singapore.