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.

To ensure a smooth and efficient return experience, please follow these steps through your customer account on our website:

• Log In: Access your Motoscoot customer account using your email and password.
• Process Return: Once logged in, go to the "Return" section. Here you will find a summary of your recent orders.
• Return Form: Complete the entire return form by providing the order number, product reference, and reason for the return.
• Shipping and Confirmation: After processing your return, we will send you an email with additional details on how to complete the package shipping process.
• Please follow the steps in detail to ensure we can process your return as quickly and efficiently as possible.

* No warranty/return will be processed without receiving the form or if it is not properly completed.

* When returning an item, the power coins used in the purchase will not be refunded.

* When returning an item, the shipping costs incurred in the purchase (€5.90 VAT included) will not be refunded, as it is a service that has already been performed.

* Returns of items that are not in a condition for subsequent sale will not be accepted. Examples: signs of use, assembly, scratches, or dirt.

* If the original product packaging or wrapping is not in perfect condition, a minimum of €5 (VAT included) will be charged for repackaging and labeling.

You can find more detailed information about returns here.

Send the Package 

        · Send the package to the following address: 

              Motoscoot
              c/Can Pau Birol nº3-5
              17005 Girona

*It is important that the product is well protected to avoid damage during the return. Motoscoot will not be responsible for any damage that occurs during shipping. The customer will be contacted to assess the possible cost or cancellation of the return.

*Shipping costs will be borne by the customer. We recommend shipping via regular postal service.

Return Conditions

The period for returning a product is 30 calendar days.

When returning an item, the power coins used in the purchase will not be refunded.

Shipping costs will be borne by the customer. We recommend shipping via regular postal service.

Motoscoot will only reimburse the shipping cost of the order if it is an incident.

Returns of items that are not in a condition for subsequent sale will not be accepted, examples: signs of use, assembly, scratches, or dirt;

If the original product packaging or wrapping is not in perfect condition, a minimum of €5 (VAT included) will be charged for repackaging and labeling.

It is important that the product is well protected to avoid damage during the return. Motoscoot will not be responsible for any damage that occurs during shipping. The customer will be contacted to assess the possible cost or cancellation of the return.
If you detect any damage or defect in the received package, you must note it before signing the delivery receipt and communicate it to Motoscoot within 24 hours of receipt.

The package must be inspected upon delivery to ensure the condition of the merchandise is correct, otherwise, you must notify Motoscoot.net within 24 hours of receiving the package.

 

Money into account: 

Motoscoot will deposit Power Coins into the costumers account for the amount of the product being returned.

Exchange for another product: 

On the return form you must add the references of the products being exchanged.

Once the products have been received and accessed Motoscoot will issue a quote with Money into account.

A new invoice will be created and the new amount to be paid will be calculated (an exchange implies a new delivery fee for the costumer).

The costumer will receive an e-mail with the amount to be charged.

Once the exchange has been confirmed, the product will be sent and the exchange will be finalized.

Money return:

* By default the amount will be returned through the same system used to make the purchase. In the event of money transfer or cash-on-delivery, the client must fill the bank account number section on 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.