Frequently Asked Questions

Orders within the Iberian Peninsula are delivered in 24h-48h (Monday - Friday) after purchase. For orders to the Canary Islands we can not ensure the same timeline as the deliveries must go through customs.

You can follow your order by accessing your account:

  • Processing: Your order is being prepared for shipping in our facilities;

  • Sent: Your package has been collected and is on it's way to the address you provided. You will shortly be sent an email with the carriers tracking information.

For card payments, the delivery will be sent on the same day (for orders placed before 16h00 and if the items are available in our facilities). If the payment was made through money transfer the order will be shipped once we receive the payment or a receipt of payment. You can send us your receipts to info@motoscoot.net.

The carriers will try to contact you using the details you provided (email, SMS or phone call) and arrange the delivery at your convenience.

You can also choose to collect the package from one of the dispatch centers in your area. Make sure you collect your package as soon as possible as most delivery companies will only hold the packages for one week before returning them to us. This situation will generate an overcharge for the client.

Delivery companies don't have a standard delivery timeline; depending on the area they may take place in the morning, midday or afternoon.

At Motoscoot.net we work for the client's satisfaction and therefore we put at your disposition tools for after-sales support.

- Print THIS document, fill and place it in the package with the product you wish to return and send it to:

           Motoscoot

           c/Can Pau Birol nº3-5

           17005 Girona

RETURN CONDITIONS

The client has 30 days to return a product.

When you return a product we will not return the Power Coins used in the purchase

Delivery costs are the client's responsibility. We recommend using Standard Post.

Motoscoot.net will only cover shipping costs if the product is defective, excluding misuse or damage done by the client.

We do not accept returns of items that are not in conditions for subsequent sale, examples: use marks, assembly, scratches or dirt;

If the original box or packaging of the product is not in perfect condition, a minimum of € 5 (VAT included) will be charged for re-packaging and labelling.

It is important that the product is completely secured to avoid breakage during the return. Motoscoot is not responsible for any damage caused during shipment. The client will be contacted to evaluate the possible cost or cancellation of the return.

If you detect any deterioration or defect in the package received, you must register it before signing the receipt of delivery, and you must notify Motoscoot within 24 hours of receiving the product.

The package must be checked at the time of delivery in order to check that the condition of the goods is correct, otherwise, you must notify Motoscoot.net within 24 hours of receiving the package.

You have the following refund options:

  • Money on account:

An invoice will be generated with money on account of the amount for the item. The invoice will be sent by email and in the new order, you must leave a note stating that there is money on account with the invoice fv / 2018 / .... It will be deducted from the new order.

  • Exchange for another article:

In the return sheet, you must state the references of the products you wish in the change

Once your items arrive and have been reviewed, an invoice will be generated with the money on account.

A new quote will be generated and the amount to be paid by the customer will be calculated (a change means that you must pay for the shipment again).

An email will be sent to the client with the conditions, notifying the amount to be paid and the delivery time.

Once the exchange is accepted and the new order has been sent, the return will be closed.

  • Money back: As indicated on the sheet, you must state how you made the payment.

Card: You will be paid in the same card with which you made the payment (Please note that if the payment was done in credit it will be returned in credit)

Paypal: You will be paid in the same email that was used for the payment

Bank transfer: You must indicate in the sheet the complete account number.

 

Return options: 

  •  Money into account: An invoice will be generated with the cost of the product to be deposited into the client’s online account. We will send the invoice by email and in the new purchase you must leave a note stating that you have money in your account relating to invoice fv/2019/… This amount will be discounted from the new purchase.

  •  Exchange for another product: 
  1. In the return form you must state the references of the products to be exchanged.
  2. Once the products have been received and assessed, an invoice will be created with the amount available on the client’s account.
  3. We will create a new purchase receipt and the amount to be paid by the client will be calculated (a product exchange means you must pay for another shipping). 
  4. We will send an email with the cost difference.
  5. Once it has been confirmed, the products will be shipped and the return process will be closed.

  •  Money reimbursement: By defect, the money will be returned using the same system used to make the purchase. In the event the payment was made by money transfer, you must provide your account number in the return form.

European Union

All fees are shown before proceeding to check-out. This includes shipping costs or a note informing you that they will be calculated and charged later, as well as any other fees. There are exceptions, such as the Canary Islands, Ceuta, Melilla, Andorra, etc. The additional fees must be paid to the relevant local authorities.

Outside European Union:

The amount shown on the delivery cost DOES NOT INCLUDE possible additional customs fees or taxes that must be covered by the client upon receiving the order.

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