If It's Not Right, Let's Make It Right

Returns Policy

We want you to love everything you buy from us - whether it's a shiny new part or a freshly serviced bike. But if something's not right, here's how we handle returns and refunds.

We want you to be 100% happy with your purchase. If for any reason you're not completely satisfied, you're welcome to return your order to us, provided it meets the conditions below.

You have 60 days from the date of purchase to return your item, as long as it is in a new, unused, and resellable condition.

If your item is faulty or may qualify as a warranty issue, please refer to our Warranty Policy before sending it back.

Returns Terms & Conditions

Condition of Returned Items:: All returned items must be in brand new, unused condition, with all original packaging, tags, and accessories intact. This includes things like boxes, manuals, and labels.
Bike Parts & Accessories:: Do not fit or use any bike parts or accessories you intend to return. Items showing signs of installation, wear, or use cannot be accepted.
Apparel & Helmets:: Clothing, helmets, and protective gear must be unworn, with original tags and packaging. For hygiene reasons, we cannot accept returns on used clothing or helmets.
Shoes:: When trying on cycling shoes, please do so indoors on carpeted surfaces to avoid marking the soles. Shoes returned with scuffed or dirty soles will not be accepted.
Nutrition & Food Products:: These must be returned within 14 days of purchase, and must be unopened and in their original packaging.
Custom Orders & Built Bikes:: Custom-built bikes, special orders, or items that have been customized at your request are non-returnable, unless faulty.
Return Packaging:: Please return your item in protective outer packaging (like a mailing bag or box).; Do not apply tape, postage labels, or write directly on product packaging, especially branded boxes.; Damaged, taped, or written-on packaging may result in your return being rejected.

Step 1: How to Start a Return

To start your return, please email returns@motacycles.co.uk with:

Your order number
The item(s) you want to return
Reason for return (optional unless faulty)

We'll reply with next steps and a return address.

For faulty or warranty items, please do not send anything back until we have reviewed and approved your case.

Step 2: Return Processing Time

All returns will be processed within 14 working days of arriving back with us.

Refunds will be made to your original payment method, unless otherwise agreed.

If we cannot accept your return for any reason (e.g., used condition, damaged packaging), we will email you with photos and offer two options:

Have the item returned to you (at your cost), or
Allow us to responsibly dispose of it.

If we do not hear from you within 30 days, we will automatically return the item to the original delivery address and close the case.

Incorrect Returns / Prepaid Label Fees

If you return an item as "incorrect item received", but we find the item sent to you was correct as ordered, and you used a prepaid return label we supplied, we will deduct £4 from your refund to cover the return postage cost.

Exchanges

If you would like to exchange an item (for size, colour, or alternative product), please start a return first.

Exchanges are subject to stock availability at the time of processing.

Greasing chains, tightening a few virtual bolts ⚙️...

Hang tight! We’re pumping tires and getting your request ready.