Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Returns are subjected to a shipping and restocking fee of 10% of the order.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@mutemotion.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@mutemotion.com.
Pre-orders
You can cancel a pre-order for a full refund any time before it ships. Email us with your order number. If we can't ship by the date shown when you ordered, we'll email you, and you can cancel for a full refund.
Damages and issues
Please inspect your order upon reception and contact us within 7 days of delivery with your order number and photos if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Warranty
Every Mute Motion product has a 1-year warranty against manufacturing defects, starting from the delivery date.
If a part fails because of a manufacturing defect during normal training use, we'll repair or replace that part. We decide which after reviewing your claim, and we may ask for photos or a video instead of the part itself.
The warranty doesn't cover:
- normal wear, scratches and cosmetic marks
- damage from misuse or accidents
- use by a rider over 100 kg (220 lb)
- use that doesn't follow our Safety & Responsible Use guide
- gear that has been modified
To make a claim, email hello@mutemotion.com with your order number and clear photos of the problem. Proof of purchase is required.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@mutemotion.com.