TERMS AND CONDITIONS
Last updated 15th June 2026
1. ABOUT THESE TERMS
1.1 These are the terms and conditions ("General T&Cs") on which we supply the products listed on our website (au.motelrocks.com) or via our apps (together referred to as “Websites and/or Apps”) to you.
1.2 Please read and check these General T&Cs carefully before you submit any orders to us. These General T&Cs will tell you who we are, how the contract between us (“Contract”) is formed, how we will provide products to you, how you and we may change or end the Contract, what to do if there is a problem and other important information.
1.3 If you have any queries regarding the General T&Cs, please contact us to discuss this. You should understand that by ordering any of the products listed on our Websites and/or Apps, you agree to be bound by these General T&Cs.
2. INFORMATION ABOUT US
2.1 au.motelrocks.com is a website operated by Motelrocks Australia Pty Ltd ACN 690 819 268 ("we", "our" or "us"). We are incorporated in New South Wales, Australia and our registered office is at Level 2, 115 Pitt Street, Sydney NSW 2000. Our ABN is 86 690 819 268.
2.2 You may contact us by emailing us at help@motelrocks.com or by writing to us at the above address.
2.3 If we need to contact you, we will do so by telephone or by writing to you at the email or postal address you provide to us in your order or in any other correspondence you send to us.
3. SERVICE AVAILABILITY
3.1 Our Websites and/or Apps are only intended for use by people resident in certain serviced countries. A list of these countries can be found on our serviced countries page: https://www.motelrocks.com/pages/duty-and-tax-thresholds.
3.2 We do not accept orders from individuals who live outside of those countries.
3.3 In addition, some extra restrictions are placed on the extent to which we can accept orders from specific countries. These restrictions can also be found on our serviced countries page.
3.4 Please review our serviced countries page before ordering products from us.
4. YOUR STATUS
By placing an order through our Websites and/or Apps, you warrant that:
4.1 You are legally capable of entering into binding contracts;
4.2 You are at least 18 years old;
4.3 You are resident in one of our serviced countries; and
4.4 You are accessing our Websites and/or Apps from one of our serviced countries.
5. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
5.1 After placing an order you will receive an e-mail from us acknowledging that we have received your order. This does not mean that your order has been accepted.
5.2 Your order constitutes an offer to us to buy a product or products. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you a further e-mail, which confirms that the product has been dispatched (“Despatch Confirmation”).
5.3 The Contract will only be formed when we send you the Despatch Confirmation.
5.4 The Contract will relate only to those products whose dispatch we have confirmed. We will not be obliged to supply any other products which may have been part of your order until confirmed in a separate Despatch Confirmation.
5.5 We will inform you if we decline all or any part of your order. If we do so, no Contract will be formed in relation to declined items and you will not be charged for them.
5.6 We may decline orders for various reasons including:
(a) a product is out of stock;
(b) unexpected limits on our resources;
(c) an error in the price or description of the product; or
(d) inability to meet a delivery deadline you have specified.
5.7 If we notice unusual activity in an order or account, we may refuse or cancel an order or freeze an account, even if previously confirmed. If you have been charged for your order, and we later refuse or cancel an order, we will provide you with a full refund. Please contact us straight away if you believe this is a mistake.
6. OUR PRODUCTS
6.1 The images of products on our Websites and/or Apps are for illustrative purposes only. Although we try to display the colours of our products accurately, we cannot guarantee you will see those colours with complete accuracy on any particular device in any given situation so you may find some difference between the product you receive and its appearance on yours or any other device’s display.
6.2 Product packaging may vary from that shown on the Websites and/or Apps or from packaging used previously.
6.3 Such differences (as described in clauses 6.1–6.2) will not mean that a product does not comply with its description.
7. RECYCLED MATERIALS
7.1 All recycled material claims are made using recycled polyester from post-consumer PET bottles, recycled polyamide from pre-consumer yarns, exclusively produced from material certified according to OEKO-TEX® STANDARD 100.
7.2 Further compliance information (REACH, SVHC, POP, GB18401,etc) can be found on oeko-tex.com/en/faq
8. UNDERWEAR
8.1 When returning a bra, it will not be accepted if not returned in the original condition except where the bra is faulty or defective, or you are otherwise entitled a refund, exchange or repair in accordance with your rights under Schedule 2 of the Competition and Consumer Act 2010 (Cth) ("Australian Consumer Law").
8.2 For hygiene and health reasons, all pants are non-returnable except where the pants are faulty or defective, or you are otherwise entitled to a refund, exchange or repair in accordance with your rights under the Australian Consumer Law.
9. OUR RIGHTS TO MAKE CHANGES
9.1 We may change our products:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements.
9.2 In addition, we may make other and potentially significant changes to our products, but if we do so in relation to anything you have ordered, then we will notify you to give the chance to end the Contract before the changes take effect and to receive a refund for any affected products you have paid for but not yet received. The refund will be paid to you as soon as possible and, in any case, within 14 days of your cancelling the Contract.
10. DELIVERY
10.1 Your order will be fulfilled by the delivery date in the Despatch Confirmation, or if none is specified, within 30 days.
10.2 We may deliver products in separate deliveries. Each separate delivery will be invoiced and paid for in accordance with the Contract. Each delivery will constitute a separate Contract.
10.3 If you fail to take delivery of the products and they are returned to us, you will be charged an administration fee and we will refund you the balance (if any). We may also end the Contract in accordance with clause 18.1(c).
10.4 Where your order meets the conditions for free delivery, it will be by our carrier of choice. A certificate of posting showing the correct delivery address will be deemed proof of postage.
10.5 If our supply of the products is delayed by an event outside our reasonable control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any products you have paid for but not received. We will keep you updated as much as we can in these circumstances.
11. RISK AND TITLE
11.1 The products are your responsibility from the time of delivery.
11.2 Ownership passes only when we receive full payment for all sums due, including delivery charges.
12. PRICE AND PAYMENT
12.1 The price of any products will be as quoted on our Websites and/or Apps from time to time. We take all reasonable care to ensure that the price of the product advised to you is correct. However, please see clauses 12.3–12.5 for what happens if we discover an error in the price of the product you order.
12.2 The prices displayed include GST but exclude delivery costs, which will be added to the total amount due. The prices displayed do not include any duties, taxes or other government charges that may be imposed on goods delivered outside of Australia.
12.3 Our Websites and/or Apps feature many products and it is always possible that, despite our best efforts, some of the products listed on our Websites and/or Apps may be incorrectly priced. We will normally verify prices as part of our despatch procedures so that, where a product's correct price is less than our stated price, we will charge you the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order to give you the opportunity to cancel.
12.4 If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums you have paid and require the return of any goods provided to you. In these circumstances, we are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you a Despatch Confirmation.
12.5 If we discover a pricing error and cannot contact you, we will treat the order as cancelled and refund you any amount that you have paid.
12.6 Subject to this clause 12, payment for all products must be by one of the payment methods we accept on our Website.
13. PROMOTIONAL CODES
13.1 From time to time, we may give you promotional codes that you can use to reduce the price of specified products. Each promotional code has its own terms, which will be made clear at the time it’s issued to you.
13.2 Promotional codes which have "*exclusions apply" will exclude certain products either at full price or on discount. The exclusions can be found HERE
13.3 We reserve the right to withdraw, cancel or modify promotional codes if we suspect issues such as fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the promotional code.
14. YOUR RIGHTS TO END THE CONTRACT
14.1 These General T&Cs do not exclude or affect your statutory rights including your rights under the Australian Consumer Law.
14.2 Subject to clause 14.3 and clause 15, you may return a product if you change your mind.
14.3 We will not accept a change of mind return in respect of:
(a) sealed products unsealed after delivery (for hygiene);
(b) underwear if hygiene seal is not intact or labels broken;
(c) swimwear if hygiene seal is not intact or labels broken; or
(d) pierced jewellery (including but not limited to earrings, earring charms, earring backings, nose jewellery or sets that include any of these items) if seal is tampered with or broken; or
(e) products marked as FINAL SALE or NON-RETURNABLE.
15. HOW TO END THE CONTRACT WITH US
15.1 To cancel, inform us by email to help@motelrocks.com with “CANCELLATION” in the subject line within 14 days of receiving the eligible product.
15.2 If you end the Contract for any reason after products have been despatched to you or you have received them, you must return them to us. You may return eligible products to us by using our dedicated returns portal (“Loop”), which can be found here: https://motelrocks-com-aus.loopreturns.com/#/. To start a return or to find out more about the different return options available to you, please visit the Loop portal. If you are exercising your right to change your mind, you must send off the goods within 14 days of telling us you wish to end the Contract. If you do not send us the goods within 14 days of telling us that you wish to end the Contract, we may refuse your change of mind return.
15.3 Any returned products you return should be unworn, unused, in saleable condition, sent in their original condition and packaging where possible (with original tags still attached, original labels still attached and hygiene strip in place). You have a legal obligation to take reasonable care of the products while they are in your possession. It is your responsibility to keep evidence of returning the products to us in case they are lost. We will not refund your payment without either receiving the returned products or evidence to our reasonable satisfaction of their return or if they do not comply with clauses 14 and 15.
15.4 We may reduce your refund of the price to reflect any reduction in the value of the goods (up to the full price), if this has been caused by your handling them in a way which would not be permitted in a shop. For example:
where possible, all returned items should be sent back to us in their original condition together with the original packaging and all tags still attached;
footwear should only be tried on carpeted floors to protect the soles; and
footwear should be returned with the original box (if any) and any original shoe or dust bags (if any).
When trying on products, you must not use unnecessary force and you must not wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the products.
If an item is returned to us worn, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you. If we send the product back to you, we will ask you to pay for the delivery cost before despatch. Alternatively, we may choose to reduce your refund to reflect any reasonable reduction in the value of an item.
If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way or if they have been worn, used, damaged or are in an unsaleable condition, you must pay us an appropriate amount which we will determine in our reasonable discretion.
16. IF THERE IS A PROBLEM WITH THE PRODUCT
16.1 If you have any questions or complaints about the product(s) you have ordered, please contact us. You can write to us at help@motelrocks.com.
16.2 Once we have entered into a Contract with you, we are under a legal duty to supply products that are in conformity with this Contract, which are as described, fit for purpose and of satisfactory quality and in accordance with the Australian Consumer Law.
16.3 If you believe that any of our products do not conform to the descriptions given, are not fit for purpose or are defective and you would like to exercise your legal right to reject the products, you can return them to us without charge via ‘Loop’. On receipt, we will examine the products and pay you a full refund of the price paid for the products in accordance with clause 15.2 if we agree that they are defective or non-conforming.
17. OUR REFUNDS POLICY
17.1 PLEASE READ: All discounted items purchased marked as non returnable in the Sale are FINAL SALE and NON-RETURNABLE, unless you are entitled to a refund, repair or exchange in accordance with your rights under the Australian Consumer Law.
17.2 When you return a product to us:
because you have changed your mind and cancel the contract between us within the 14 day cooling-off period (see clauses 14 and 15 above), we will process the refund due to you as soon as practicable and, in any case, within 14 days of the day we receive your returned products subject to the returned products complying with clauses 14 and 15. We will refund the price of the products in full (subject to clause 15). However, we will not refund delivery charges if you have not used our free delivery service.;
because it has a major defect or fault, you can choose to have a refund or replacement (subject to availability);
Because it has a minor defect or fault, we can choose to give you a refund, replace the item (subject to availability) or repair them item (if a repair is possible).
We will refund any money received from you using the same method originally used by you to pay for your purchase.
We are not responsible for and will not refund any fees or charges imposed by your bank, building society or credit card company for processing any transaction or refund in relation to your order.
If we detect an unusual pattern of return activity which we consider to be an abuse of our refunds policy (e.g. if we suspect that someone is wearing their purchases and then returning them, or is returning products which do not match what was ordered), we reserve the right to deactivate your account and any associated accounts. If this happens to you and you think we have made a mistake, please contact us at help@motelrocks.com.
18. OUR RIGHTS TO END THE CONTRACT
18.1 We may end the Contract if:
(a) you do not pay on time and fail to pay within 7 days of reminder;
(b) you do not provide necessary information within a reasonable time; or
(c) you do not allow delivery within a reasonable time.
18.2 If we end the Contract in these cases, we will refund sums paid for undelivered products but may deduct costs incurred due to your breach.
19. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
19.1 If we fail to comply with these General T&Cs, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching this Contract but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time our Contract was made, we ought to have known it might happen as a result of any breach.
19.2 We do not seek to exclude or limit our liability in any way in which would be unlawful. Accordingly we do not in any way limit our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights (including those under the Australian Consumer Law) in relation to the products including the right to receive products which are as described, of satisfactory quality, fit for any particular purpose made known to us.
19.3We only supply our products online via our Websites and/or Apps for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
19.4 Nothing in these General T&Cs should be taken to exclude our liability for breach of any term (including a guarantee or warranty relating to the provision of goods) that is implied into the Contract by any legislation (including the Australian Consumer Law) to the extent that legislation voids or prohibits a term of a contract that purports to exclude, restrict or modify the application of the implied term. Our liability for breach of any such implied term is therefore only excluded to the extent permitted by the relevant legislation. Where our liability for breach of such an implied term cannot be excluded, it is limited, to the extent permitted by the relevant legislation.
20. HOW WE MAY USE YOUR PERSONAL INFORMATION
20.1 We will only use your personal information as set out in our privacy statement: https://www.motelrocks.com/pages/privacy-policy
21. IMPORT DUTY
21.1 If you order products from our Websites and/or Apps for delivery outside of Australia, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
21.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
22. OFFERS – BUY ONE GET ONE FREE (BOGOF)
22.1 Refunds for BOGOF items will be proportionally reduced to reflect discounts applied.
You can return items from a Buy One Get One FREE (BOGOF) offer but your refund amount for each item will be proportionally reduced. When you purchase items as a Buy One Get One offer, the discount reflecting the price of the lowest-priced item is proportionally applied to each eligible item. If any item is returned, the refund will be equal to the original price of the item reduced by the proportional discounted amount.
22.2 Example: If items are $30 and $20, the $20 discount is split: $12 from the $30 item, $8 from the $20 item. Refunds will be $18 and $12 respectively.
23. GIFT VOUCHERS
23.1 Gift vouchers ("Gift Vouchers") are available for purchase on our Websites and/or Apps and may be redeemed against the purchase of products on au.motelrocks.com.
23.2 Gift Vouchers are valid for 12 months from the date of purchase, after which any unused balance will expire and will not be refundable or redeemable.
23.3 Gift Vouchers cannot be exchanged for cash, refunded, or returned, except where required by the Australian Consumer Law.
23.4 If the value of your order exceeds the value of your Gift Voucher, you must pay the remaining balance using one of our accepted payment methods.
23.5 If the value of your order is less than the value of your Gift Voucher, the remaining balance will be retained on the Gift Voucher for use against future purchases, subject to the expiry date in clause 23.2.
23.6 We are not responsible for lost, stolen, or damaged Gift Vouchers and these will not be replaced.
23.7 Gift Vouchers may not be used in conjunction with promotional codes unless otherwise stated at the time of purchase.
24. USE OF WEBSITES
24.1 You must not misuse or tamper with our Websites and/or Apps (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise interfere with our tech or functionality or steal our or our customers’ data. We will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
24.2 You agree to indemnify, defend and hold harmless Motelrocks Australia Pty Ltd, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of the Websites and/or Apps or your breach of these General T&Cs .
25. INTELLECTUAL PROPERTY
25.1 We pride ourselves on our independent and innovative designs, developed in-house by our brilliant designers. Sometimes we find that our designs are copied by others, and we take steps to ensure that those copies are taken off sale. In the unlikely event that you have concerns in relation to one of our designs, please get in touch with us at Legal@motelrocks.com, setting out your concerns in detail, and we will investigate and get back to you
26. NOTICES
26.1 All notices given by you to us must be given to Motelrocks Australia Pty Ltd in writing by email to help@motelrocks.com. We may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served 3 days after sending an e‑mail or as the case may be the fifth business day after posting (if posted from within Australia) or the tenth business day (if posted from outside Australia) of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.
27. TRANSFER OF RIGHTS AND OBLIGATIONS
27.1We may transfer our rights and obligations under these General T&Cs to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract.
27.2 You may only transfer your rights or your obligations under these General T&Cs to another person if we agree to this in writing.
27.3 This Contract is between you and us. No other person will have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the Contract or make any changes to the Contract.
28. EVENTS OUTSIDE OUR CONTROL
28.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
28.2 The time allowed for us to perform our obligations under a Contract will be extended for as long as a Force Majeure Event continues and impacts our ability to do so but we will use our reasonable endeavours to find a way to perform our obligations despite the Force Majeure Event. However, if a delay due to a Force Majeure Event continues for more than 30 days, you may notify us that you wish to end the Contract in respect of undelivered items in which event we will refund to you all sums paid in respect of those undelivered items.
29. WAIVER
29.1 If we do not insist immediately that you do anything you are required to do under the Contract, or if we delay in taking steps against you in respect of your breach of this Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
29.2 No waiver by us of any of terms of the Contract will be effective unless it is expressly stated to be a waiver and is communicated to you in writing.
30. SEVERABILITY
29.1 Each of the clauses of these General T&C operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
31. OUR RIGHT TO VARY THESE General T&Cs
31.1 Each order made by you will be subject to these General T&Cs and our policies as in force at the time that you order and which can be found on our Websites .
31.2 We may change these General T&Cs or any of our policies at any time by publishing it on the Website.
32. LAW AND JURISDICTION
32.1 Contracts for the purchase of products through our Websites and/or Apps and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by the laws of New South Wales, Australia. Each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts of New South Wales, Australia.
33. ALTERNATIVE DISPUTE RESOLUTION
33.1 Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use, please contact us for details.
34. PRE-ORDER TERMS
Pre-order Terms & Conditions
These Terms & Conditions (“Pre-order Terms”) apply when you pre-order a product from au.motelrocks.com. By placing a pre-order you are agreeing to be bound by both the Pre-order Terms and the General T&Cs, so please read them carefully before you place a pre-order and keep a copy or note for your records.
If there is any inconsistency between the General T&Cs and the Pre-order Terms, the Pre-order Terms prevail to the extent of any inconsistency.
Placing a pre-order
Pre-released orders (“Pre-orders”) are orders for products (“Products”) that are not yet available for general sale from au.motelrocks.com.
In order to place an order on au.motelrocks.com, you will need to provide certain information, including but not limited to your name, address and billing information. It is your responsibility to ensure this information is accurate and up to date. If we do not have accurate information, we will not be able to keep you informed.
Payments
Pre-order payments do not guarantee availability of the Product but represent your offer (“Offer”) to buy the Product when it is generally released for sale. We reserve the right not to accept your Offer and your Offer is only accepted once the Pre-ordered product is dispatched.
When you place a Pre-order you will need to pay the full upfront price of the Product. You may cancel your Pre-order and get a full refund of your Pre-order Payments at any time before the Product has been despatched.
If we are unable to fulfil your pre-order, we will provide you with a full refund.
Delivery
Where possible, orders will be shipped to you or be ready for collection as soon as is practicable, subject to availability. For some areas delivery will take longer.
Release dates are subject to change. As a result, we are not liable for any changes to Release dates or Pre-order windows advertised by us.
Cancellation
Either party may cancel a Pre-order at any time for any or no reason prior to our notice to you that the Product has been despatched (“Despatch Notice”). If cancellation occurs before the Despatch Notice, you will be entitled to a full refund of your Pre-order payment.
The purchase of the Product is subject to additional terms and conditions, which will be notified to you before you complete your purchase, in your order confirmation.
We reserve the right to amend these Pre-order Terms. Please check our website for updates. The Pre-Order Terms that apply to your order will be those that were in force at the time of your pre-order.
These Pre-order Terms are governed by the laws of New South Wales, Australia. Any disputes or proceedings shall be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.
35. CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the Contract)
To MOTEL ROCKS, Unit 2 Wainwright Road, Berkeley Business Park, Worcester, WR4 9FN, United Kingdom. (email address help@motelrocks.com)
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods _____________on order number )_____________.
Ordered on_____________/received on_____________.,
Name of consumer(s) ______________________
Address of consumer(s) ________________________
Signature of consumer(s) (only if this form is notified on paper),