Last Updated: October 2, 2026
At Motus24 GmbH, we process refunds for eligible returned products in accordance with this Refund Policy and applicable consumer protection laws.
1. Refund Eligibility
Refunds may be available for:
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Eligible non-defective returns
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Defective or damaged products
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Orders cancelled under applicable statutory withdrawal rights
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Other circumstances where a refund is required under applicable law
2. Refund Processing Time
Once your return has been received and processed, we aim to process your refund within:
10 days
The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
3. Refund Method
Refunds will generally be issued to the original payment method used to place the order.
For example:
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Credit card payment → refund to the applicable card
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Debit card payment → refund to the applicable card/account
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Google Pay → refund through the applicable payment method
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Shop Pay → refund through the applicable payment method
4. Full Refunds
Where you are entitled to a full refund, the applicable purchase amount will be refunded according to this policy and applicable law.
For statutory withdrawals, Dutch consumer rules generally require the purchase price and applicable original delivery costs to be refunded within the applicable statutory timeframe.
5. Return Shipping
For eligible returns under our policy:
Return label: Provided by Motus24 GmbH
Customer return shipping charge: €0
Restocking fee: €0
6. No Restocking Fee
We do not charge a restocking fee for eligible returns.
7. Refunds for Defective or Damaged Products
If you receive a defective or damaged product, please contact us at:
Please provide your order number and, where possible, photographs showing the defect or damage.
After reviewing the issue, we will provide the appropriate return instructions and applicable refund or other remedy.
8. Partial Refunds
If only part of an order is eligible for a refund, we may issue a refund for the eligible item or portion of the order.
Any refund will be handled in accordance with applicable consumer law.
9. Refunds for Cancelled Orders
If an order is cancelled before shipment and a refund is applicable, we will process the refund to the original payment method.
If the order has already been shipped, return instructions may be required before the applicable refund can be processed.
10. Refund Delays
If you have been notified that your refund has been processed but the money has not yet appeared in your account, please:
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Check your bank or card account.
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Contact your payment provider or card issuer.
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Contact us if the refund still has not appeared.
Email: info@motus24gmbh.shop
We will assist you with confirming the refund transaction where possible.
11. Exchanges
We do not offer exchanges.
If you require a different product, you may return the eligible original product and place a new order.
12. Statutory Consumer Rights
Nothing in this Refund Policy limits or excludes any mandatory consumer rights that apply under Dutch, EU, or other applicable law.
13. Contact Us
For refund-related questions, please contact:
Motus24 GmbH
Schloßstraße 34 • 1/OG. •
12163 Berlin, Germany
Email: info@motus24gmbh.shop
Phone: +49 156 79690001
Customer support is available 24/7.