Return & Refund Policy

1. Overview & Return Eligibility

At motiVOItion ("motivoition.com"), we craft high-precision physical laser-cut puzzles, country souvenirs, corporate gifts, and software architectures. We want you to be completely satisfied with every order.

To be eligible for a standard return, your item must be unused, in the same condition that you received it, and in its original protective packaging. The return request must be initiated within 14 days from the date of physical receipt.

2. Custom & Personalized Orders

For custom orders—such as corporate keyholders engraved with your company's custom logo, institutional trophies, or personalized names:

• Design Proof Approval: We provide digital proofs before bulk production. Once approved and laser-engraved, customized items cannot be returned for change of mind.
• Defect or Engraving Error: If the delivered custom product contains a manufacturing flaw, defective hardware, or engraving error on our part, we will remake and deliver a replacement free of charge or issue a full refund within 48 hours.

3. Damaged in Transit or Defective Items

Please inspect your order upon reception. If the item is defective, damaged in transit, or if you received the incorrect model, please contact us immediately on WhatsApp (+225 55 95 38 10) or by email (motivoition@gmail.com) with a photograph of the damage. We will immediately arrange a courier pickup, replacement, or refund.

4. How to Initiate a Return or Exchange

Initiating a return is simple and direct:

5. Refund Processing & Payment Methods

Once your returned item is received and inspected, we will notify you immediately. If approved:

• Your refund will be processed within 2 to 5 business days.
• Refunds are sent via the original payment method: Wave, Orange Money, MTN MoMo, Moov Money, or direct bank transfer.
• There are no restocking fees applied to verified defective or damaged returns.

6. Return Shipping Costs

If the return is due to a defect, shipping damage, or error on our part, motiVOItion covers 100% of the return shipping costs. If a return is due to customer change of mind on an eligible non-customized product, the customer is responsible for the local courier dispatch fee (or can drop off for free at our Abidjan office).