1. Changing Your Mind – Online Orders

If you are a consumer and purchase goods from us online, by telephone or by another distance-selling method, you will normally have the right to cancel your order within 14 days from the day after you receive the goods.

You must tell us clearly that you wish to cancel within this 14-day cancellation period.

Once you have informed us that you wish to cancel, you must return the goods to us within a further 14 days.

We recommend using an insured and trackable delivery service that is appropriate for the value, size and weight of the goods.

2. Condition of Change-of-Mind Returns

You are entitled to inspect goods in the same way that you reasonably would in a shop. You are responsible for taking reasonable care of the goods while they are in your possession.

If the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from the refund to reflect that reduction in value where permitted by law.

Wherever reasonably possible, please return the product with its original packaging, accessories, manuals, chargers, keys and any other items supplied with it.

3. Refunds for Cancelled Online Orders

Where you validly exercise your statutory right to cancel, we will refund the price paid for the goods together with the cost of our least-expensive standard delivery option, where required by law.

Any additional delivery cost resulting from you choosing an enhanced, express or more expensive delivery method does not have to be refunded beyond the cost of our standard delivery service.

We may withhold your refund until we have received the goods back or you provide satisfactory evidence that you have returned them, whichever occurs first.

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

4. Faulty, Damaged or Misdescribed Goods

Your statutory rights are separate from our change-of-mind returns policy.

Goods supplied by MotoX1 must be of satisfactory quality, fit for their intended purpose and as described, subject to the Consumer Rights Act 2015.

If an item is faulty, damaged, unsafe, not as described or otherwise fails to conform to the contract, please contact us as soon as reasonably possible.

Depending on the circumstances and the length of time you have owned the product, your legal remedies may include a refund, repair, replacement or price reduction.

5. First 30 Days – Faulty Goods

Where goods do not conform to the contract, consumers may have a short-term right to reject the goods within 30 days and receive a refund, subject to the requirements and exceptions contained within the Consumer Rights Act 2015.

This right does not apply simply because you have changed your mind, nor does it cover damage caused by misuse, accident, neglect, normal wear and tear or a fault that was specifically brought to your attention before purchase.

6. Faults Reported After 30 Days

After the initial 30-day period, where goods are faulty and the Consumer Rights Act 2015 applies, we may normally be entitled to offer a repair or replacement before a refund becomes due.

If a repair or replacement is unsuccessful, impossible, cannot be completed within a reasonable time, or causes significant inconvenience, you may have the right to a price reduction or final right to reject the goods in accordance with applicable law.

7. Items That Cannot Normally Be Returned for Change of Mind

The statutory right to cancel may not apply to certain categories of goods, including where applicable:

• Goods made to your specifications or clearly personalised.
• Goods which are liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
• Sealed audio, video or computer software products once unsealed, where applicable.
• Other goods or services specifically excluded from statutory cancellation rights by applicable legislation.

These exclusions do not remove your statutory rights where goods are faulty, damaged or misdescribed.

8. Bikes, Quads, Ride-On Products & Other Powered Products

When returning a product because you have changed your mind, it should not have been used beyond what is reasonably necessary to inspect and assess the product.

Evidence of significant use, riding, damage, modification, incorrect assembly, excessive wear or other handling beyond what would reasonably be permitted when examining the product may result in a lawful deduction from the refund to reflect any reduction in value.

This does not affect your rights where the product itself is faulty or does not conform to the contract.

9. Used Vehicles

Statutory consumer rights also apply to qualifying purchases of used vehicles. The age, mileage, price, description and condition of a used vehicle may be relevant when assessing what constitutes satisfactory quality.

Where a vehicle purchase is concluded entirely at a distance, statutory cancellation rights may also apply depending on the circumstances of the transaction.

Nothing in this policy excludes or restricts any legal rights that cannot lawfully be excluded.

10. Return Shipping & Collection Costs

Change of mind

The customer is responsible for all reasonable costs of returning goods when exercising a change-of-mind cancellation right, provided this was disclosed before purchase.

This includes larger products that may require a courier, palletised transport or specialist collection service.

Faulty goods

Where goods are faulty or otherwise fail to conform to the contract, MotoX1 will arrange or reimburse reasonable return or collection costs where legally required.

Please contact us before arranging an expensive third-party collection so that we have an opportunity to provide an appropriate return method.

11. How to Request a Return

Please contact MotoX1 before returning any item and provide your order number, name, contact details and the reason for the return.

For suspected faults or damage, we may also ask for photographs, videos or other reasonable information to help us identify the issue and arrange the most appropriate resolution. This does not affect your statutory rights.

Please use the contact details shown on our website's Contact page.

12. Proof of Purchase

We may ask you to provide reasonable proof that the goods were purchased from MotoX1. This may include your order confirmation, receipt or other evidence of purchase.

13. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace rights available to consumers under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.