RETURNS & REFUNDS POLICY

At MotoGene AU, your satisfaction is our top priority. If something isn’t right, we’re here to help. If you wish to return a product, please follow the steps below:

  • Contact Us First: Email us at info.au@morimotoformulas.com within 7 days of receiving your order. Be sure to include your order number, tax invoice, and reason for the return. Please note that you must contact us before returning any products, as we may not accept returns without prior approval.
  • Retain the Product: Keep the product until you receive further instructions from us regarding the return process.

We accept returns under the following conditions:

  1. Incorrect or Faulty Products:

If you receive an incorrect or faulty product, we are happy to assist you with your return. Here is what you need to do:

  • Proof Required: Provide clear photo or video evidence of the incorrect or faulty product.
  • Original Packaging: Products must be returned in their original, unopened packaging with seals intact.
  • Exchanges: We do offer exchanges for incorrect or faulty products. Please return the original item, and once we receive and inspect it, we will issue a replacement.

  2. Allergic Reactions:

If you experience an allergic reaction to one of our products, we will accept your return under these conditions:

  • Refunds: If an allergic reaction occurs after your initial use, please stop using the product immediately. Refunds will only be accepted if less than 20% of the box has been consumed.
  • Medical Documentation: A certified medical document confirming the allergic reaction is required.
  • Ingredient Consideration: We strongly recommend reviewing the ingredient list and consulting a healthcare professional before purchasing, particularly if you have medical conditions or allergies, to avoid potential allergic reactions.

Returning Products: 

To return products, please follow these guidelines: 

  1. Secure Packaging: Ensure that products are in good condition and securely packaged using bubble wrap or similar protective material to prevent damage during transit. Products damaged during return shipping may not qualify for a refund.
  2. Refund Process: Once we receive and inspect the returned products and verify that they meet our standards, we will issue a refund. Refunds are typically credited back to the credit card used for the original purchase.
  3. Processing Time: Refunds are generally processed within 10 to 14 business days of receiving the returned products, subject to our verification.
  4. Return Costs: Unfortunately, we are unable to cover return shipping fees for most returns, except in cases of incorrect or faulty products. For allergic reaction returns, customers are responsible for return postage which is non-refundable.

Important Notes:

  • Change of Mind: Please be aware that we are unable to offer refunds for change of mind. We appreciate your understanding.
  • Purchase Source: Only products purchased directly from the official MotoGene AU website are eligible for returns.

MotoGene AU reserves the right to approve returns and refunds at our discretion. We may amend or end this policy at any time without prior notice.