Returns Policy

Returns Policy

This Returns Policy applies to MotR Secure hardware sold to consumers in the UK. It explains your cancellation and return rights and MotR's commercial return process.

Your statutory cancellation rights (distance contracts)

Because MotR Secure hardware is sold at a distance, eligible consumer distance contracts may carry statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For goods, the cancellation period generally relates to receipt of the goods. If you have a statutory right to cancel, you can use the Model Cancellation Form available in our Document Centre.

Change-of-mind cancellation

If you wish to return hardware because you have changed your mind, you may have a statutory right to cancel within the cancellation period. Where you exercise that right, you must return the goods. Installed or used status may affect any amount you are entitled to be refunded for a reduction in the value of the goods, but it does not remove your right to cancel within the statutory period where that right applies. Opening packaging or installing a device does not automatically remove your statutory cancellation rights.

Faulty goods — your statutory rights

If goods are faulty, not as described or not fit for purpose, you have statutory rights under the Consumer Rights Act 2015 that are separate from any change-of-mind right. Depending on the circumstances, these can include the right to reject the goods (a full refund), or to a repair, replacement or price reduction. Installed or used status does not remove these statutory rights for faulty goods. Nothing in this policy attempts to exclude or limit your statutory rights.

MotR's commercial return process

Where you have a right to return goods, contact Support for a return reference and return instructions. Goods should be returned in line with those instructions. We may, where the law permits, deduct an amount reflecting a reduction in the value of goods, but we will not refuse a return solely because a device has been installed where your statutory rights apply.

Commercial warranty

MotR's commercial hardware warranty is separate from, and in addition to, your statutory rights. See our Warranty Policy for the intended warranty and its status.

Services

Separate cancellation rules apply to services from the point the contract is formed. If you expressly request that a paid service starts during a statutory cancellation period, we will only begin that service and handle any payment or cancellation consequences as the law permits. See our Cancellation Policy and Subscription Terms.

Refunds

Where a refund is due, it is processed under our Refund Policy to your original payment method.

MotR is a trading name of HELPYR LTD (company number 17109208), registered office: Gladstone Road, Chester, CH1 4BY, United Kingdom. For questions about this document, contact contact@motr.uk.