Returns & Refund Policy

We want you to be happy with your purchase from MotoX1. This policy explains your rights when cancelling an online order, returning an item or reporting a faulty product.

Changing Your Mind – Online Orders

If you are a consumer who purchased from us online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning from the day after you receive your goods.

Once you have notified us that you are cancelling, you must return the goods to us within a further 14 days.

Condition of Returned Goods

You are entitled to inspect and handle the product only to the extent that would reasonably be permitted in a physical shop.

You are responsible for taking reasonable care of the goods while they are in your possession.

We may make a reasonable deduction from your refund where the value of the goods has been reduced because they have been handled or used beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Return Costs

Unless the product is faulty, damaged, incorrect or otherwise not as described, the customer is responsible for the direct cost of returning the goods to MotoX1.

Due to the size and weight of some of our products, including electric bikes and motorcycles, return transport costs can be significant. Customers should contact us before arranging a return.

Where goods are faulty or we have supplied the incorrect product, reasonable necessary return costs will be covered by MotoX1 where required by law.

Refunds

Once a valid cancellation has been made, we will refund payments due to you within the timescale required by law.

For returned goods, we may withhold the refund until:

• We have received the goods back; or
• You provide evidence that the goods have been returned,

whichever occurs first.

Refunds will normally be processed using the same payment method used for the original transaction unless otherwise agreed.

Original Delivery Charges

Where you exercise your statutory right to cancel an online order, we will refund the standard delivery charge paid for sending the goods to you.

If you selected a premium or enhanced delivery service, such as express or next-day delivery, we are only required to refund an amount equal to our standard delivery charge.

Faulty, Damaged or Incorrect Goods

Products sold by MotoX1 must be of satisfactory quality, fit for purpose and as described.

If your product is faulty, damaged when supplied, not as described or does not perform as it reasonably should, please contact us as soon as possible.

Depending on the circumstances and how long you have owned the product, you may be legally entitled to a refund, repair, replacement or price reduction.

Faulty goods are handled separately from change-of-mind returns and your statutory consumer rights remain unaffected by this policy.

30-Day Right to Reject Faulty Goods

If goods are faulty, not as described or not fit for purpose when supplied, consumers may have a short-term right to reject the goods within 30 days and receive a refund.

After this period, the appropriate legal remedy will normally be a repair or replacement in the first instance, subject to the Consumer Rights Act 2015.

Items That Cannot Normally Be Returned for Change of Mind

The statutory right to cancel may not apply to certain products where an exemption under consumer law applies. Examples may include:

• Goods made specifically to your specification or clearly personalised
• Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery
• Other products specifically exempt from cancellation rights under applicable consumer legislation

These exclusions do not remove your rights where the goods themselves are faulty.

Cancelled Orders Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order has already entered the dispatch process or has been collected by the courier, it may need to be delivered and returned in accordance with the normal cancellation procedure above.

Refusing Delivery

We recommend contacting us before refusing a delivery. Refusing a parcel does not automatically complete the cancellation process, so you should also clearly notify MotoX1 that you wish to cancel the order.

How to Request a Return

Before returning an item, please contact us and provide:

• Your full name
• Your order number
• The product being returned
• The reason for the return
• Photos or videos where you are reporting damage or a fault

We will then provide the appropriate return instructions.

Return Address

Products should not be returned without first contacting MotoX1. Once your return has been authorised, we will provide or confirm the correct return address.