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A clear route for return, exchange and refund questions, with the information needed to review an item.
Pre-launch draft — ordering and returns are not open. Eligibility, deadlines, costs and contact details will be confirmed before sales begin.
A return or exchange request should include the order reference, product name and option, delivery date, destination country and the reason for the request. Add clear photographs where they help explain the issue.
Use the customer contact details published for the store once ordering opens. Do not include card details, account passwords or unrelated identity documents.
Describe whether the item is unused, trial-fitted, installed or used on a ride. Keep the packaging, labels, supplied hardware and any instructions together while the request is being reviewed.
A change-of-mind request and a report of a faulty, incorrect or damaged item need different information. The final policy will explain the eligibility rules for each; this draft does not automatically reject a product issue because an item has been opened or fitted.
Identify the replacement or option you would prefer. For a motorcycle-specific accessory, provide the make, exact model, year, version and relevant mounting photographs before selecting a replacement.
An exchange request does not reserve stock or confirm compatibility. Availability, any price difference and delivery arrangements need to be confirmed before a replacement is arranged.
Record what arrived and how it differs from the order, or describe when and how the problem appeared. Photograph the complete item, the affected area and any damage to the parcel; keep the shipping label and packaging available.
Avoid modifying the item or arranging a repair while the issue is being reviewed. Return instructions and any proposed remedy need confirmation for the specific case.
Confirm the return instructions and destination before sending anything. The dispatch address on a parcel is not automatically an authorised return address.
Pack the complete item securely and retain the shipment receipt and tracking details when a return is arranged. The final policy will specify who pays postage and how international charges are handled.
The planned review process is to record the item received, its condition and the agreed resolution. An approved refund should identify the amount and the original order, and use the original payment route where supported.
Refund timing, treatment of original shipping charges and any permitted deductions must be stated in the final policy. Bank or payment-provider posting times may differ from the date a refund is processed.
The request window, item-specific exclusions, return address, shipping-cost responsibility and processing targets are being finalised. Check the published return and refund policy before placing an order.
The final policy must account for the consumer rights applicable to the order. This draft does not set a universal time limit or remove those rights.