Exchanges and Returns

HOW DO I MAKE AN EXCHANGE OR A RETURN?

In order to make an exchange or a return you must fill out the form that you’ll find here and we’ll get in touch with you to handle it.

 

WHAT ARE THE CONDITIONS FOR AN EXCHANGE OR A RETURN?

The maximum period for making an exchange or a return is 30 working days as of receiving the order. The refund will be made via the original payment method, whenever possible.

The product can be exchanged or you may request a refund for the amount if the product has not been used and if it is returned in its original packaging and state.

Take into account that custom T-shirts and under garments cannot be exchanged or returned.

Bicycles, bicycle frames and voluminous products are subject to special conditions. In this case: consult.

 

How can I take advantage of the free size change?

 

  • When the exchange is made in any Motocard Store.
     
  • On purchases made in Spain (Peninsula and Balearic Islands) and Portugal that are over 99 euros. The promotion will not be valid for the Canary Islands, Ceuta, Melilla, Azores and Madeira. It is important to bear in mind that only one size change per order will be allowed. A change in colour or model is excluded from this promotion and will carry the usual costs. This promotion is not valid for bicycles or frames.
     
  • On purchases made in France and Italy that are over 100 euros. It is important to bear in mind that only one size change per order will be allowed. A change in colour or model is excluded from this promotion and will carry the usual costs. This promotion is not valid for bicycles or frames.

     

    Shipping costs

    In the event of not fulfilling the free size change conditions, below are the shipping costs that must be paid when making an exchange:

  • If the exchange comes from the Peninsula or Balearic Islands this will be subject to the following conditions: :
     
  • If the original order was less than 39 euros, the amount to pay is 9 euros.*
     
  • If the original order was from 39 to 99 euros, the amount to pay is 12 euros.*
     
  • If the original order was over 99 euros, the exchange is free.
     

*The amounts indicated include the return shipping costs to our headquarters and the new shipping to the address requested.

  • If the exchange is from the Canary Islands, Ceuta, Melilla, Cyprus, Azores, Madeira, Croatia-Islands, Malta or other countries outside the European Union: consult.
     
  • If the exchange is from a member state of the European Union or the United Kingdom (except the aforementioned), it will be subject to the following conditions:
     
  • If the Return and exchange insurance has been chosen, a return shipping to our centre and a new delivery will not entail any additional cost for the client. Shipping is always performed from a Delivery / Pick Up point (if this service is available in the country or region in question). Bicycles, bicycle frames, customised T-shirts and undergarments are excluded from this insurance.
     
  • If you have not chosen the Return and exchange insurance, the return shipping to our centre and the new delivery will be charged to the client. The total cost will be 30 euros, except for bicycles, bicycle frames and voluminous products: in this case: consult.
     

*The amounts indicated include the return shipping costs to our headquarters and the new shipping to the address requested.

 

REFUND CONDITIONS ACCORDING TO COUNTRY

The costs incurred in concept of transport, and that will not be refunded, will be subjected to the following conditions:

  • If the order is returned to a Motocard Store, only the amount for the items will be refunded.
     
  • For orders sent to the Peninsula and Balearic Islands:
     
  • If the original order was less than 39 euros, the amount to subtract when making the refund will be of 12 euros.*
     
  • If the original order was more than 39 euros, the amount to subtract will be of 15 euros.*
     
  • For orders sent to the Canary Islands**, Ceuta**, Melilla**, Azores or Madeira: consult.
     

*The amounts indicated include shipping costs for the order to the client’s domicile and the return shipping costs to our centre.

**For the Canary Islands, Ceuta, Melilla and countries outside the European Union, any customs costs that may have incurred will also not be refunded.

 

European Union / United Kingdom

For orders sent to the European Union or the United Kingdom (excepting the aforementioned territories), the ticket cost for return via UPS will be 35€, you may also send the product yourself and the whole amount of the product(s) you return will be refunded.

If you have chosen the Return and exchange insurance, the whole amount of the order will be refunded. In no case will the insurance amount be refunded.

*The amounts indicated include shipping costs for the order to the client’s domicile and the return shipping costs to our centre.

 

Countries outside the European Union**

Consult.

** For the Canary Islands, Ceuta, Melilla and countries outside the European Union, any customs costs that may have incurred will also not be refunded.

 

Paypal refund service for return shipping costs

PayPal will refund the return costs!

You just have to activate the Return Costs Refund service* in the PayPal page and pay via this method. Having done so, you can buy without worrying! Because if you receive a product that doesn’t fulfil your expectations, PayPal will refund the return shipping costs of the product.

This promotion is only valid for Australia, Austria, Belgium, Denmark, Spain, Finland, France, Holland, Ireland, Italy, Norway, Poland, Portugal, United Kingdom, Sweden, Switzerland y 13 countries of central and Eastern Europe (Bulgaria, Cyprus, Croatia, Slovakia, Slovenia, Estonia, Greece, Hungary, Latonia, Lithuania, Malta, Check republic and Romania).

* You can sign up and consult the conditions for this promotion in this link: https://www.paypal.com/uk/webapps/mpp/refunded-returns/

 

HOW LONG DOES AN EXCHANGE TAKE?

Between sending the product you want to exchange and receiving the new one it will take approximately a week, that is if the product is in stock in our warehouse.

 

WHAT HAPPENS IF YOU RECEIVE THE PRODUCT WITH DEFECTS?

The maximum time limit for requesting the exchange of a defective item is 30 working days as of reception of the order.

Once we receive the defective product we will send you a new one. The exchange will always be made for the same item or reference.

Bear in mind that you will only be charged for the first shipping; Motocard will pay the corresponding costs for the recovery of the defective article and the shipping of the correct one.

 

WHAT HAPPENS IF THE PRODUCT RECEIVED DOES NOT CORRESPOND WITH THE ORDER MADE?

Motocard will pay all the costs for collecting the wrong product as well as the delivery costs for the correct product.

IMPORTANT! Motocard will not resend any goods until they have verified the reception of the item subject to the refund or exchange, as well as the state of the packaging and the accessories.

 

WHEN AND HOW WILL I RECEIVE THE REFUND FOR A RETURN?

If all the refund conditions are met, then the refund will be effected within approximately 15 days after receiving the product back and will be effected via the same payment system as chosen for the order, whenever possible.

 

RIGHT OF WITHDRAWAL

The client has the right to withdraw from their purchase within 30 working days after the delivery of the products, unless this is an exception foreseen in the General Law for the Defence of Consumers and Users. In order to exercise the right to withdrawal, the Client must notify Motocard Bike S.L by filling out the form available here for downloading and then sending to the electronic mail address motocard@motocard.com.

You may download the form for right to withdrawal in the following link:
DOWNLOAD RIGHT OF WITHDRAWAL MODEL