Refund policy

 

At Motosequel, many of our products are made to order, including both custom products and non-custom pre-made designs. Please read the policy below carefully, as return eligibility depends on the type of product ordered.

Custom Products

Due to the personalized nature of our custom products, we do not accept returns or exchanges for change of mind, personal preference, or design interpretation once the design or production process has started.

This applies to custom products including personalized posters, metal artwork, acrylic artwork, and any item created using your photo, vehicle details, text, notes, or personalization requests.

Because each custom product is made specifically for you and cannot be resold, all custom orders are final sale once work has begun.

Non-Custom Pre-Made Posters

For non-custom, pre-made posters, we accept returns within 14 days of delivery.

To be eligible for a return, the item must be unused, undamaged, and returned in resalable condition. Please return the item in its original packaging where possible to help protect it during shipping.

Customers are responsible for return shipping costs for non-custom change-of-mind returns unless the item arrived damaged, defective, or incorrect.

Once your return has been received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.

Original shipping upgrades, if any, are non-refundable unless required by law.

Damages and Issues

Please inspect your order upon delivery and contact us at team@motosequel.com if your item arrives damaged, defective, or incorrect.

To help us resolve the issue quickly, please include your order number and clear photos of the item, packaging, and any visible damage.

If the issue is confirmed, we will work with you to make it right through a replacement, refund, or another appropriate solution.

For damaged, defective, or incorrect items, return shipping costs will not be the customer’s responsibility where required by law. In Australia, if a product problem is confirmed, businesses must reimburse reasonable return costs the customer has already paid.

Satisfaction Guarantee

Your satisfaction is important to us.

For custom products, we provide a digital preview before your item is finalized, along with unlimited revisions before approval. Please review your preview carefully before approving it, as your custom product will be produced based on the approved design.

If an issue arises with the final product, please contact us within 7 days of receiving your order and we will evaluate the situation for a replacement or refund where appropriate.

Refunds

If a refund is approved, it will be issued to the original payment method used at checkout.

Once processed, refunds usually take 5-10 business days to appear in your account, depending on your bank, card provider, or payment method.

If more than 15 business days have passed since your refund was issued and you have not received the funds, please contact us at team@motosequel.com.

Custom Work & Photo Submissions

All custom artwork is created using the photos, information, and notes you provide when placing your order. Please ensure that your photo meets the quality and resolution requirements outlined in our Photo Guide.

Motosequel cannot guarantee high-quality results from low-quality, blurry, poorly lit, cropped, heavily filtered, or low-resolution images. The final artwork will reflect the quality of the photo you provide.

Customers may include notes or special instructions when placing an order. However, Motosequel cannot guarantee that every request can be accommodated, especially if the requested detail is not visible in the submitted photo. Examples include changing facial expressions, altering poses, changing angles, or adding unseen elements.

Minor edits such as color correction, lighting adjustments, or small cleanup edits may be made at our discretion.

All examples shown on our website were created using high-quality, high-resolution images. Submitting a low-quality photo may prevent our design team from producing the same level of detail shown in our examples.

Design Interpretation & Approval

All custom artwork is artistically interpreted from the photos and information you provide. While our team strives for accuracy, artistic style, color variation, layout, and composition may vary.

If a digital proof or preview is provided, it is your responsibility to carefully review all details before approval. Motosequel is not responsible for errors, omissions, or design details that were present in the approved preview.

Once a custom design is approved and sent to production, changes, cancellations, refunds, or remakes are not available unless there is a verified production error, damage, defect, or incorrect item.

Production, Cancellations & Refunds

Cancellations are available within 6 hours of placing a custom order. After this time, our design team may begin creating your custom artwork or preparing your custom product.

For non-custom, pre-made posters, cancellation requests can be accepted before the order has entered production. If the order has already entered production, it can no longer be cancelled, but eligible non-custom items may still be returned under this policy.

Refunds or replacements for custom products will only be provided in cases of verified production error, damage, defect, or incorrect item.

A production error means the wrong product, size, or approved design was produced compared to your order. Variations in color, brightness, scale, texture, or appearance caused by screen settings, printing methods, material differences, or photo quality do not qualify as production errors.