Effective Date: August 25, 2025
Last Updated: August 25, 2025

1. Overview

MOTION understands that circumstances may require order cancellation. This Cancellation Policy outlines the procedures, timeframes, and conditions for cancelling orders, subscriptions, and services.

2. Order Cancellation

2.1 Standard Orders

• Orders can be cancelled within 1 hour of placement
• Cancellation available if order has not entered processing
• No cancellation fees for orders cancelled within allowed timeframe
• Full refund issued to original payment method

2.2 Cancellation Timeframes

• Immediate cancellation: Within 1 hour of order placement
• Standard cancellation: Before order enters processing stage
• Processing stage: Order preparation has begun
• Shipped orders: Cannot be cancelled, subject to return policy

2.3 Order Status Definitions

• Pending: Order received, payment processing
• Confirmed: Payment approved, awaiting processing
• Processing: Order being prepared for shipment
• Shipped: Order dispatched from fulfillment center
• Delivered: Order received by customer

3. How to Cancel Orders

3.1 Self-Service Cancellation

• Log into your account and view order history
• Select the order you wish to cancel
• Click "Cancel Order" if option is available
• Confirm cancellation and receive email confirmation

3.2 Customer Service Cancellation

• Contact customer service if self-service option unavailable
• Provide order number and reason for cancellation
• Verification of account ownership required
• Cancellation confirmation provided via email

3.3 Required Information

• Order number
• Email address associated with order
• Billing address or phone number for verification
• Reason for cancellation (optional but helpful)

4. Special Order Types

4.1 Custom or Personalized Orders

• Cancellation allowed within 2 hours of order placement
• No cancellation once customization process begins
• Custom orders are non-refundable once production starts
• Cancellation fees may apply for custom orders

4.2 Pre-Orders

• Pre-orders can be cancelled anytime before shipping
• Full refund issued for cancelled pre-orders
• Email notification sent when pre-order items become available
• Option to cancel provided in availability notification

4.3 Backorders

• Backorders can be cancelled at any time
• Partial cancellation available for multi-item backorders
• Refund issued for cancelled backordered items
• Remaining items continue to ship when available

5. Subscription Cancellations

5.1 Subscription Cancellation Process

• Cancel anytime through account dashboard
• Contact customer service for assistance
• No cancellation fees or penalties
• Cancellation takes effect after current billing cycle

5.2 Timing Requirements

• Cancel at least 48 hours before next billing date
• Late cancellations may result in one additional charge
• Immediate cancellation available for billing disputes
• Confirmation email sent upon successful cancellation

5.3 Subscription Pause vs. Cancellation

• Pause: Temporary suspension up to 90 days
• Cancellation: Permanent termination of subscription
• Paused subscriptions can be resumed or cancelled
• Cancelled subscriptions require new enrollment to restart

6. Refund Processing

6.1 Refund Methods

• Refunds issued to original payment method
• Credit card refunds: 3-5 business days
• PayPal refunds: 1-2 business days
• Bank transfers: 5-7 business days

6.2 Refund Amounts

• Full purchase price refunded for eligible cancellations
• Shipping costs refunded if order not shipped
• Processing fees may be deducted for certain payment methods
• Promotional discounts maintained in refund calculation

6.3 Partial Cancellations

• Individual items can be cancelled from multi-item orders
• Partial refund issued for cancelled items
• Remaining items continue to process and ship
• Shipping costs adjusted based on remaining order value

7. Non-Cancellable Orders

7.1 Orders That Cannot Be Cancelled

• Orders already shipped from fulfillment center
• Custom orders in production
• Digital products after download/access granted
• Gift cards and store credit purchases

7.2 Alternative Options

• Return shipped orders upon delivery
• Exchange options for certain products
• Store credit for non-returnable items
• Contact customer service for special circumstances

8. Cancellation Fees

8.1 When Fees Apply

• Custom orders after production begins
• Special handling or rush orders
• International orders with customs processing
• Third-party processing fees (rare circumstances)

8.2 Fee Structure

• Custom order cancellation: Up to 25% of order value
• Rush order cancellation: $15 processing fee
• International cancellation: Actual processing costs
• Fees disclosed before cancellation confirmation

9. Force Majeure and Exceptional Circumstances

• Orders may be cancelled due to inventory issues
• Natural disasters or shipping disruptions
• Supplier or manufacturing problems
• Full refund provided for company-initiated cancellations

10. Dispute Resolution

• Contact customer service for cancellation disputes
• Escalation process available for unresolved issues
• Documentation required for dispute claims
• Resolution typically provided within 5-7 business days

11. Contact Information

For cancellation assistance, contact us:

Email: cancellations@motion.com
Phone: 1-800-MOTION-3
Hours: Monday-Friday, 8 AM - 8 PM EST
Saturday: 10 AM - 4 PM EST
Response Time: Within 2 hours during business hours

12. Policy Updates

We may update this Cancellation Policy to reflect changes in our processes or legal requirements. Updates will be posted on our website with the effective date.

This Cancellation Policy was last updated on August 25, 2025.