Refund policy

How to return an item, make a warranty claim or exchange

All returns, exchanges and warranty claims are made on our returns page:

Enter your order number and the email address you used to order, choose the item(s) and tell us what you need. We'll email you a returns number once we've reviewed it. Please label your parcel clearly with that number. Please do not send anything back before you have your returns number.

Returns and exchanges

We only accept returns that meet all of the following conditions:

The request is made within 30 days of receiving your item(s)
The item has not been fitted, attempted to be fitted, used or worn
The item is returned in its original packaging
All components are present and the item is in resaleable condition

All returns are subject to inspection on arrival. If an item does not meet these conditions, it will be sent back to you at your cost. Until your return is approved, the item remains your responsibility.

To exchange an item, choose "exchange" on the returns page. Returns outside 30 days are also made on the returns page.

Not sure if your item qualifies? Email hello@motohaus.com before sending anything.

Warranty

SW-Motech: 2 years from the date of purchase
NEXX: 3 years from the date of purchase
Ventura: 12 months from the date of purchase
Bruhl: 12 months from the date of purchase
ComfortAir: 2 years from the date of purchase
KEIS: lifetime warranty on heating elements (purchased on or after September 2014); 2 years on the garment and on accessories; 180 days on portable battery packs; 2 years on all other materials

To make a claim, use the returns page above and give us:

Proof of purchase
A clear description of the issue
Photographs that show the problem

Our Customer Service Team will assess your claim and guide you through the next steps. We are unable to reimburse return postage if your warranty claim is declined.

Return postage

You pay to send an item back, unless it is faulty, damaged on receipt, sent in error by us or covered by an approved warranty claim. In those cases we will reimburse your postage if you send it Royal Mail 2nd Class Signed For. Please keep your postage receipt, as we may ask for a copy and your bank details to pay you back.

Refunds

Refunds are processed once your cancellation is confirmed, or your return has been inspected and accepted. Money goes back to your original payment method within 5–10 working days of us processing it.

Cancelling an order

We aim to despatch in-stock items within 1 working day. To cancel, tell us the same working day. We will do our best, but cancellation is not guaranteed once an item is being processed for despatch. Out-of-stock items can be cancelled any time before they are restocked.

If your order has already been despatched, use the returns page. We do not cover return postage for cancelled orders.

Fitment and compatibility

If you are unsure whether a part fits your bike, contact us before ordering. For bike parts, we strongly recommend offering the part up to the bike without installing it when it arrives. If it does not fit, do not install it. Start a return straight away.

EU customers: 14-day cooling-off period

If your order is shipped to the European Union, you may cancel or return it within 14 days for any reason. The item must be in the condition you received it, unused, with any tags and in its original packaging. You will need your receipt or proof of purchase.

Questions and returns address

For any returns question, email hello@motohaus.com. Once you have your returns number, send your parcel to:

Motohaus Powersports Limited
Unit 1a Rose Estate
Osborn Way
Hook
RG27 9UT
United Kingdom