Refund policy

1. Legal Framework (Australian Customers)

This policy is drafted in accordance with the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Nothing in this policy excludes, restricts, or modifies any right or remedy you are entitled to under the ACL. Where there is any inconsistency between this policy and your statutory rights, your statutory rights prevail.

2. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

These rights apply regardless of any other conditions set out in this policy.

3. Store Return Policy Window

Our store return policy lasts 60 days from the date of delivery.

After 60 days, no return, refund, or exchange will be granted under our store policy, except where your rights under Australian Consumer Law require otherwise.

4. Eligible Reasons for Return

You may be eligible to return an item under our store policy if it is:

  • Faulty or defective upon arrival

  • Damaged upon arrival

  • Significantly not as described on our website

  • The incorrect item shipped by us

Returns for change of mind, incorrect size ordered, or other customer errors are not automatically eligible and will be assessed on a case-by-case basis. See Section 10 for details.

5. Return Eligibility Conditions

To be eligible for a return under this policy, the item must:

  • Be unused and unwashed

  • Be in the same condition in which it was received

  • Be returned in its original packaging

  • Include all original accessories, inserts, and any complimentary items

  • Be accompanied by proof of purchase (receipt or order confirmation screenshot)

We reserve the right to refuse a return if these conditions are not met.

6. Return Authorisation (Mandatory)

⚠️ All returns require prior written authorisation from Motocush Customer Service before any item is sent back.

Do not send your item to the return address printed on your parcel. That is not a valid return address. Items sent without authorisation, or sent to an incorrect address, may be lost or refused. Motocush accepts no liability for losses resulting from unauthorised or incorrectly addressed returns.

Please allow 2–3 business days for our team to respond to your request.

7. Information Required for Return Approval

To submit a return request, send all of the following to support@motocush.com:

  • A detailed written description of the reason for return

  • Clear photos or video of the defect or damage (if applicable)

  • A photo of the size tag (if the issue is size-related)

  • A photo of the outer shipping box with the shipping label clearly visible

  • A copy of your receipt or order confirmation (screenshot is acceptable)

Incomplete submissions will be delayed or rejected. Do not send any item back until you have received written authorisation from our team.

8. Refund Procedure

Once your returned item is received and inspected, we will notify you by email of the outcome.

If approved:

  • Your refund will be credited to your original payment method

  • Processing times vary depending on your payment provider and financial institution

  • All refunds are issued in Australian Dollars (AUD)

For faulty, defective, or incorrectly shipped items: A full refund will be issued, including any original shipping costs paid.

For approved non-defective returns: The following costs may be deducted from your refund:

  • Original shipping and handling fees

  • The value of any complimentary gifts or promotional items included in your order

9. Partial Refunds

A partial refund may be granted in the following circumstances:

  • The item shows visible signs of use, wear, or washing

  • The item is returned incomplete (e.g. missing accessories, inserts, or packaging components)

  • The item is damaged due to misuse, improper handling, or negligence not attributable to us

  • The return is approved outside our standard 60-day store policy window in exceptional circumstances

  • A mutual agreement for a partial refund is reached in lieu of a return, at the customer's request

The partial refund amount will be determined by our customer service team and communicated to you in writing prior to processing.

10. Non-Refundable Situations

The following situations are not eligible for a refund or exchange under our store policy. Please note that where a situation also constitutes a failure of an ACL consumer guarantee, your statutory rights remain unaffected.

10.1 — Incorrect Address Provided by Customer If your order was undeliverable or lost because you provided an incorrect, incomplete, or undeliverable shipping address, no refund will be issued.

10.2 – Delays or Non-Delivery Outside Our Control We are not liable for delays or failures in delivery caused by customs processing, courier disruptions, natural disasters, or any other event outside our reasonable control.

10.3 – Customer Ordering Errors (Order Already Shipped) If you made an error when placing your order (e.g. wrong size, colour, or product) and the order has already been dispatched, you must wait for delivery and then submit a return request. A refund will not be issued prior to receipt of the item.

10.4 – Customer Ordering Errors (Item Kept by Customer) If you made an ordering error and do not wish to return the item, no refund will be issued. If you wish to exchange it, return shipping costs are the responsibility of the customer.

10.5 – Change of Mind Change of mind is not a guaranteed basis for return or refund under our store policy or under Australian Consumer Law. Any change of mind return will be assessed at our sole discretion.

10.6 – Refused Delivery If you refuse delivery of your order without a valid legal reason, no refund will be issued until the item is returned to us and inspected.

11. Exchanges

We offer exchanges for items that are defective, damaged, or incorrectly shipped by us.

For exchanges due to customer error (e.g. wrong size or colour ordered):

  • Eligibility is assessed on a case-by-case basis

  • You may be required to cover return and/or re-delivery shipping costs

To request an exchange, contact us at support@motocush.com. Our team will guide you through the process once your request is approved.

12. Return Shipping

  • Customers are responsible for all return shipping costs, unless the item is faulty, defective, or was incorrectly shipped by us

  • Original shipping fees are non-refundable

  • If free shipping was applied to your original order and you subsequently return it, the cost of that shipping may be deducted from your refund

  • For items valued over AUD $75, we strongly recommend using a trackable shipping service and/or purchasing shipping insurance. Motocush is not responsible for returned items lost or damaged in transit

13. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please take the following steps before contacting us:

  1. Re-check your bank account or payment method statement

  2. Contact your credit card provider — posting times vary by institution

  3. Contact your bank directly to confirm processing status

If you have completed all of the above and your refund has still not appeared, contact us at support@motocush.com.


All return and refund enquiries must be directed to: support@motocush.com