Exchanges, Returns, Cancellations & Warranties

The maximum period for making a product exchange or a return is 30 working days from the date of receipt of the order. For Tom Tom articles where it's 15 days, from this date it must be processed directly with the brand. The refund will be made with the original payment method, whenever possible.

MyMotocard Club customers have a period of one year to make an exchange or return.

For the return to be processed correctly, the product must be unused and in perfect condition. In addition, it must be sent back in the original packaging with all the elements (labels, instructions, manuals, etc.) and placed inside a different box or envelope so as not to affect the original packaging.

Please note that exhaust pipes, tires, customized jerseys, undergarments and socks cannot be exchanged or returned.

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

Helmets with installed intercoms cannot be returned or exchanged, as they have been handled and are therefore not in their original condition.

All products in the “Imperfects” section have associated transport costs and cannot be exchanged but can be returned.

Returns, exchanges and/or warranties can only be made in the same country where the purchase was made. However, size exchanges can be handled in stores located in a different country from where the purchase was made.

To return a product that is part of a savings pack, it is essential to return all the products that make up the savings pack. In the case of an exchange, if the new product belongs to the same pack, it will not be necessary to return the rest of the products in the savings pack.

It will take approximately 3 working days to process your exchange and you will receive the new one in approximately 10 working days (if the product is in stock).

In the event that the refund conditions are met, this will be effective within approximately 14 working days from when we receive the product and will be made using the same payment method you chose in the order, whenever possible.

If the conditions for a size exchange or free return are not met, the following transportation costs must be paid when making an exchange or return:

The expenses incurred for transport, and which will not be reimbursed, will be subject to the following conditions:

The costs corresponding to the initial shipment of any order are non-refundable, as the delivery service is considered completed once the order has been received by the customer.

For orders shipped outside the European Union, any customs costs incurred will not be refunded.

The maximum period to request the exchange of the defective item is 30 working days from the date of receipt of the order.

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

You must bear in mind that only the first shipment will be invoiced; Motocard will take care of the shipping corresponding to the recovery of the defective item and the shipment of the correct article.

If the product has already been used, the warranty must be processed with the supplier.

Motocard will bear all the costs, both for the pick-up of the wrong product and for the delivery of the correct product.

A cancellation is understood to be when an order has not yet left our warehouses and, therefore, has not yet reached the customer.

A change can be cancelled up to one day before the first day of the estimated delivery date. For example, if the estimated delivery date is between May 20 and 22, the order can be cancelled until May 18 at 23:59, as long as the system allows it.

The refund of the amount will be effective within approximately 15 days, and will be made using the same payment method you chose in the order, whenever possible.

The Customer has the right to withdraw from their purchase, within a period of 30 calendar days following the delivery of the products, provided that the product has not been used, except in cases of exclusion provided for in the General Law for the Defence of Consumers and Users.

To exercise the right of withdrawal, the Customer must notify Motocard Bike S.L by filling out the form available and sending it to the email address motocard@motocard.com.

All our items considered durable are covered by a 3-year warranty, in accordance with European Directive (EU) 2019/771 of 20 May 2019.

To request a warranty claim, you must complete the form available on our website. Within 24 business hours, you will receive confirmation of acceptance or rejection, along with instructions to continue the process.

Once the product has been received at our facilities, the maximum period to manage the repair or replacement and send it back to the customer is 30 days*. The final decision is determined by the manufacturer. *During holiday months (August and December), this period may be extended.

For warranties processed outside the EU, any shipping and customs costs will be borne by the customer.