Refund policy

Overview

At E-Moto Direct, we aim to be fair and transparent while protecting our customers and our business. Please read the following carefully before placing an order.

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Bikes – Returns
• Used or ridden bikes cannot be returned under any circumstances.
• Bikes must be unused, unregistered, and in original condition to be eligible for a return.
• Any bike that shows signs of use, riding, damage, or modification will be refused.

If a bike return is accepted:
• An administration and handling fee will apply.
• Return costs will be determined based on the courier cost for the specific bike and deducted from the refund.
• The customer is responsible for all return shipping costs.

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Parts & Accessories – Returns
• Parts may be returned within 14 days of delivery.
• Items must be unused, unfitted, and in original packaging.
• Fitted, used, or damaged parts are non-returnable.
• Electrical components are non-returnable once opened or installed.

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Special Orders
• Special order, custom, or made-to-order items are non-returnable.
• This includes bikes or parts sourced specifically to customer specification.

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Exchanges

We do not offer direct exchanges.
If eligible, items must be returned and a new order placed separately.

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Refunds
• Once a return is received and inspected, we will notify you of approval or rejection.
• Approved refunds will be processed to the original payment method.
• Refunds may take up to 10 business days, depending on your payment provider.
• Any applicable administration, handling, or courier costs will be deducted.

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Return Shipping
• Customers are responsible for all return shipping costs.
• We strongly recommend using a tracked and insured courier, especially for bikes.
• We are not responsible for items lost or damaged in return transit.

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How to Start a Return

To request a return, email us first with your order number and reason for return:

📧 emotodirect@mail.com

If your return is approved, we will provide the return address and instructions by email.
Unauthorised returns will not be accepted.

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Legal Notice

This policy complies with UK consumer regulations. Statutory rights are not affected, however returns are subject to the conditions outlined above.