Refund policy

Effective Date: 01.01.2026

At Moto Merch, we specialise in custom-made motocross and everyday apparel. Please read this Returns & Refunds Policy carefully before placing your order, as it explains your rights and our obligations under Australian Consumer Law.

1. Custom-Made Products

All Moto Merch products are made to order and customised with names, race numbers, sizes, and/or colours chosen by the customer.

Because of this:

  • We do not accept returns or offer refunds for change of mind.

  • We do not offer refunds or exchanges for incorrect sizing, spelling errors, or incorrect details entered by the customer at checkout.

Please ensure all custom details are checked carefully before completing your purchase.

2. Faulty, Damaged, or Incorrect Items

We will happily offer a replacement or refund if your item:

  • Is faulty or defective

  • Is damaged during transit

  • Is incorrect due to an error made by Moto Merch (e.g. wrong name, number, or design applied)

How to Lodge a Claim

To be eligible:

  • You must contact us within 7 days of receiving your order

  • Provide your order number

  • Include clear photos showing the issue

Claims submitted outside this timeframe may not be accepted.

3. 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

For non-major failures, we may choose to repair, replace, or refund the item.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

4. Exchanges

  • We do not offer exchanges for customised items due to incorrect sizing or customer input errors.

  • Exchanges will only be considered where Moto Merch is at fault.

5. Sale & Promotional Items

  • Sale or discounted items are subject to the same Returns & Refunds Policy.

  • No refunds or exchanges are offered for change of mind on sale items.

6. Return Shipping

  • If a return is approved due to an error by Moto Merch, we will cover the cost of return shipping or provide a replacement without requiring the item to be returned.

  • If the issue is not deemed to be our fault, return shipping costs will not be covered.

7. Refund Processing

  • Approved refunds will be processed back to the original payment method.

  • Please allow 5–10 business days for funds to appear in your account once processed.

8. Contact Us

If you believe your item is eligible for a return or refund, please contact us at:

Moto Merch
Email: motomerch.au@gmail.com
Website: motomerch.au

Please do not return items without contacting us first, as unauthorised returns may not be accepted.

Last updated: 11.01.2026