Returns & Refund Policy

The Motif Collection
Effective Date: 21 November 2025

At The Motif Collection, we take great care in creating and delivering each handmade product. Every item is crafted with attention to quality and detail. However, if something isn’t right, this policy outlines how we can help.

1. Eligibility for Returns

1.1 Returns are only accepted for physical handmade items that arrive damaged, defective, or incorrect.
1.2 To be eligible for a return, the item must be:

  • Reported to us within 14 days of delivery.
  • Unused, unwashed, and in new condition, with all original packaging intact.
  • Returned in the same box or protective wrapping in which it was received.

1.3 We do not accept returns for items that show signs of use, damage caused by the customer, or general wear and tear.

2. Items Not Eligible for Return

2.1 Due to the nature of our products and services, the following items are non-refundable and non-returnable:

  • Digital downloads, including resources, plans, and curriculum materials.
  • Consultancy services (coaching, mentoring, or consultancy sessions).

2.2 By purchasing a digital product or consultancy session, you acknowledge that you lose your right to cancel once the service has been delivered or the digital file has been accessed or downloaded.

3. Reporting an Issue

3.1 If your order arrives damaged or incorrect, please contact us as soon as possible at hello@shandiachua.com with:

  • Your order number,
  • A brief description of the issue, and
  • Clear photographs of the item and packaging.

3.2 We’ll assess your request and confirm whether your item qualifies for a replacement, repair, or refund.

4. Refunds

4.1 If your return is approved, we’ll process your refund to your original method of payment within 10 working days of receiving the returned item.
4.2 You’ll receive an email notification once your refund has been processed.

4.3 Please note that shipping costs are non-refundable, unless the item was faulty or sent in error.

5. Exchanges

5.1 We do not offer direct exchanges.
5.2 If you would like a replacement, please return the item in accordance with this policy, and place a new order once your refund has been processed.

6. Return Shipping

6.1 Customers are responsible for the cost of return postage, unless the item was damaged, faulty, or incorrect upon delivery.
6.2 We recommend using a tracked postal service to ensure your return arrives safely, as we cannot be held responsible for items lost in transit.

7. Your Consumer Rights

7.1 This policy complies with your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
7.2 Nothing in this policy affects your legal rights as a consumer.

8. Contact Us

For all return or refund enquiries, please contact:
The Motif Collection
Email: hello@shandiachua.com