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Goods exchange

Customers placing orders in the period before Christmas, they can request 'Exchange Goods' until 15 January 2024.

MAIN POINTS to start a Size/Model Change Request:

  • The Size/Model change is only applied on selected Size and Colour items, such as Apparel, Helmets, Shoes and some protectors, for other items a WITHDRAWAL has to be made

  • You have 14 DAYS to exchange your item, based on the date of delivery for orders delivered by courier (Consumer Code Art. 49 to 59) or the date on the receipt for online purchases picked up in the shop.

  • The product must NOT be used but ONLY TRIED, there must be no signs of wear, even slight, scratches or marks of any kind. If a gift was included with the item, it must also be returned.

  • The product must be in the condition in which you received it: with all tags and stickers attached, all accessories and the original, undamaged packaging. Below are the rules for the product types.

    If the returned item does not comply with the MAIN POINTS, it will be considered second choice and may not be accepted or will be devalued, if you have any doubts about this please CONTACT US first.
     

GUIDELINES FOR:

HELMETS
Helmets must be returned clean, without any marks and in their intact original box, as an integral part of the item itself. Helmets that are returned with marks, without a box or dirty will not be accepted and will be returned to the sender. The box is an essential part of the product and must be received intact in all its parts. Damaged boxes will not be accepted in the same way as returned goods.
APPAREL
Garments must be returned with their barcode tag, in their original packaging. The article must retain its substantial integrity. The garments must not have even the slightest signs of damage and/or deterioration. All accessories such as certificates of authenticity, dust bags must also be included in the packaging.
SHOES AND BOOTS
All footwear must first be walked on a carpet until it is decided to keep the product, in order not to ruin the sole. Shoes must be returned clean, without any marks and in their original intact box, as this is an integral part of the shoe itself. Footwear returned with marks, without a box or dirty will not be accepted and returned to the sender. The box is an integral part of the product and must be received intact in all its parts. Damaged boxes will not be accepted in the same way as returned goods.

Guidelines for Return, Exchange or Assistance from Countries other than ITALY

The following instructions are only for the ITALIAN territory, an automatic procedure from abroad is currently NOT available.

For Goods Return (with refund), Size or Model Change and Warranty Assistance requests from EU countries or the rest of the World, the buyer shall contact our Customer Service from the Contact Us page by selecting "International Assistance (outside Italy)"

If the return is coming from ANOTHER EUROPEAN UNION COUNTRY and you wish to book our courier service: transport fees will be € 19.00. If the return comes from OUTSIDE THE EUROPEAN UNION: the customer must take care of the transport himself (outward and return to/from Italy).

WHICH WAY DID YOU PURCHASE FROM MOTORSTOCK?

I purchased on motorstock.com and received my order by courier

CLICK HERE

I picked up my order in the store or purchased in the shop

CLICK HERE

I bought the items online but via Amazon or eBay

CLICK HERE

1. Orders placed on motorstock.com shipped by Courier

  • LOGGED-IN CUSTOMER PROCEDURE
  • Log in > CLICK HERE < then search on the left for RETURN REQUESTS and click.

  • Select your order, the item for which you want to request a return and click on Send Request.

  • On the page that appears: select Change Size/Model and the reason why you want to return it. Write in the space provided the information about the item you would like to exchange. Remember that in addition to the size or colour change, you can replace the item with any other item on our website.

  • Wait for a reply from our staff, usually within 24 working hours you will receive the e-mail.

  • If your exchange request is approved, you will find attached in the email a PDF with the instructions to follow to make the return.


  • Read and print page 3 of the pdf, insert it inside the parcel to be sent, then follow the instructions carefully.

  • If you want to book a pick-up with our courier company, you have to book it online from the courier company's website, NOT by phone. Carefully follow the instructions in the PDF you received.
  • When we receive the parcel, the item will be CHECKED and if it complies with the main points, we will proceed with the exchange approximately in 7 working days for items on stock otherwise 7/15 working days for items on pre-order.

  • If it does NOT comply with them, we will NOT be able to grant your request and will contact you in order to better handle your case.

USEFUL INFORMATION

  • Size or model exchange can only be requested on selected WEAR GARMENTS, HELMETS and SIZED ITEMS.
  • For other types of articles such as ACCESSORIES, BATTERIES, TOP CASES and NON-SIZE ITEMS, it is not possible to request an exchange but only a Return with Refund.
  • If the return comes from ITALY and you wish to book our courier service, the transport fees will be:
    VALUE OF THE PURCHASED ITEMRETURN FEES
    from € 0 up to € 198,99€ 12,00
    € 199 up€ 6,90

    Rates valid from 10.03.23 and in the purchase orders where explicitly stated.



  • If the return is coming from ANOTHER EUROPEAN UNION COUNTRY and you wish to book our courier service: transport fees will be € 19.00.

  • If the return comes from OUTSIDE THE EUROPEAN UNION: the customer must take care of the transport himself (outward and return to/from Italy).

  • Our courier service provides
    - pick-up at your address
    - insured transport of your item to our warehouses
    - traceable shipment without surprises.

  • If there is a price difference and it is in your advantage, we will refund it to the payment method you used when ordering. In case of payment by Cash on Delivery or Bank Transfer please also send us your IBAN code. If it is instead in our favour, we will ask you to pay via Paypal or Credit Card. 

  • The costs are your own and you will have to pay by Paypal or Credit Card (we will send you a payment request by e-mail).

  • You can choose other shipping methods, but remember that the costs will always be at your charge and the product will be your responsibility.

  • If you need to return several items of the same order, submit an online request for each item, but only book 1 courier by putting everything in 1 package (items and their authorisations). The courier is only authorised to collect 1 parcel.

2. Orders placed on motorstock.com with in-store pick-up or purchased directly in shop

  • You can exchange products in the store, not only those purchased in the shop, but also those ordered online and picked up in the shop (e.g. 'skip the line' or pick up by hand).
  • The product must always comply with the main points in order to be exchanged for another item.
  • In the retail shop you have to bring the item to be exchanged and the receipt or tax receipt which you will find in your email (if you paid online).
  • In the shops you can change the size, colour or choose another product.

FREQUENTLY ASKED QUESTIONS

  • I no longer have a receipt, what do I do?
    If you purchased online, simply give your order number. If you bought at the shop, you will not be able to exchange or return your order.

  • Can I exchange items purchased at other MPoint/Motorstock shops?
    Yes, but the exchange only takes place with the tax RECEIPT issued at the time of payment or the tax RECEIPT.

  • Will I immediately find the product available for exchange in the shop? 
    It is not certain that the shop will have the item you wish to exchange your purchase for in stock. For this reason, we advise you to place a NEW ORDER online with collection and payment in the shop, indicating in the notes the order number for which you are requesting an exchange. If it is a reserved item, the shop staff will take care of the order of the item. 
    When you receive the collection AUTHORISATION by e-mail, you can go to your chosen MPoint with the item to be exchanged and you will receive the new item.
  • Can I try on or see the item in the shop before exchanging it? 
    Of course, you can evaluate and try on the item (clothing or helmet) before exchanging it.

  • What if the item is not satisfactory?
    You will be able to replace the article with other goods in the shop. If you do not find anything, our staff will initiate the procedure for the return of the goods according to your specific case (details on Right of Withdrawal).

  • I no longer have my receipt, what should I do? 
    If you no longer have your receipt, we cannot help you. Keep your receipt for at least 24 months, keep it in a safe place so you don't lose it or throw it away.

3. Purchases on eBay or Amazon

IMPORTANT: You MUST write to us via eBay or Amazon before activating the procedure. DO NOT send your item, PLEASE WAIT for our reply.

  • PROCEDURE EBAY O AMAZON
  • CLICK HERE and download the PDF with the form and detailed instructions. 

  • Fill in the PDF online or print it out and fill it in and then take a photo - DO NOT SHIP YOUR RETURN IMMEDIATELY.

  • Go to the CONTACT US page > CLICK HERE - select ADMINISTRATION: Invoices, payments, refunds, write your email where we can contact you, attach a photo of the form or the completed PDF and click submit.

  • Wait for a reply from our staff, usually within 24 working hours you will receive the e-mail.

  • If your exchange request is approved: print out the form you sent us and put it inside the package to be sent to us.

  • Book the pick-up with our courier company (you have to book it online from the courier company's website, NOT by phone). Carefully follow the instructions in the PDF.

  • When we receive the parcel, the item will be subjected to a CHECK

  • If you comply with the main points, we will proceed with the exchange of goods in approximately 7 working days for prompt delivery items, otherwise 7 to 15 working days for reserved items.

  • If you do NOT comply with these, we will NOT be able to comply with your request and will contact you in order to better handle your case.

USEFUL INFORMATION

  • Size or model exchange can only be requested on selected APPAREL, HELMETS and SIZED ITEMS.
    For other types of articles such as ACCESSORIES, BATTERIES and NON-SIZE ITEMS, it is not possible to request an exchange but only a Return with Refund.

  • If the item is coming from ITALY and you wish to book our courier service, the transport costs are € 12.00.

  • If the return is coming from ANOTHER EUROPEAN UNION COUNTRY and you wish to book our courier service: transport fees will be € 19.00.

  • If the return comes from OUTSIDE THE EUROPEAN UNION: the customer must take care of the transport himself (outward and return to/from Italy).

  • Our Courier's service includes:
    - pick-up and return to your address 
    - insured transport of your item to our warehouse
    - traceable shipping without surprises.

  • If there is a price difference and it is in your advantage, we will refund it to the payment method you used when ordering. In case of payment by Cash on Delivery or Bank Transfer please also send us your IBAN code. If it is instead in our favour, we will ask you to pay via Paypal or Credit Card.  

  • You can choose other shipping methods, but remember that the costs will always be at your charge and the product will be your responsibility.

  • If you need to return several items of the same order, submit an online request for each item, but only book 1 courier by putting everything in 1 package (items and their authorisations). The courier is only authorised to collect 1 parcel.

For filling out online forms: use Chrome, Internet Explorer or Safari. If you use Firefox, simply click on the button at the top right 'Open with another reader' and choose your PDF reader program (usually Adobe Reader), because Firefox does NOT support filling out online forms. Then proceed with the compilation.