We want you to love your Motsveva order. If something isn’t quite right, here’s everything you need to know about returns and refunds.
30-day returns
You can return most items within 30 days of receiving your order. This is more generous than your statutory 14-day right to cancel under the UK Consumer Contracts Regulations 2013. To start a return, email us at hello@motsveva.co.uk with your order number.
Sealed beauty and health items
Cosmetics, suncare and other health or hygiene products are sold sealed. Under the UK Consumer Contracts Regulations 2013, sealed goods that are not suitable for return for health protection or hygiene reasons lose the cancellation right once they have been unsealed. In plain terms: if the seal is intact you can send it back, and if it has been opened or used we cannot accept it.
This does not affect your rights if an item arrives faulty, damaged, or incorrect — see below.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or not as ordered, please contact us within 30 days at hello@motsveva.co.uk with your order number and a photo. We’ll arrange a replacement or a full refund, and we’ll cover any return postage costs.
Condition of returned items
Items must be returned unused and unopened, with any seal intact, in their original condition and packaging.
Return postage
For change-of-mind returns, you are responsible for the cost of return postage. For faulty, damaged or incorrect items, we cover the cost. We recommend using a tracked postal service, as we can’t take responsibility for items lost in transit.
How to return an item
- Email hello@motsveva.co.uk with your order number and the reason for your return.
- We’ll reply with the return address and simple instructions.
- Once we receive and inspect your item, we’ll process your refund.
Refunds
Refunds are issued to your original payment method within 14 days of us receiving the returned item. Please allow a few extra business days for the funds to appear, depending on your bank or card provider.
Contact us
Have a question about a return? Email hello@motsveva.co.uk and we’ll be happy to help.