Thank you for choosing MotoGraphics (“we”, “us”, or “our”) for your e-bike graphics and decal needs. We strive to provide high-quality products and a seamless shopping experience. This Refund & Return Policy outlines the terms and conditions for returning products, requesting refunds, and exchanging items purchased on our website motograpics.com (the “Site”). By placing an order on our Site, you agree to comply with the terms of this policy. We encourage you to read this policy carefully before making a purchase, as it helps set clear expectations for both parties and supports a transparent shopping experience—an essential factor for Google SEO and customer trust .
This policy is compliant with global consumer protection laws, including the European Union’s General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and relevant cross-border e-commerce regulations, ensuring we meet legal requirements while prioritizing your satisfaction .
1. Eligibility for Returns & Refunds
To be eligible for a return, refund, or exchange, your product must meet the following criteria, aligned with industry best practices and legal requirements:
- The return request is submitted within30 calendar days of the delivery date (extended to 45 days for EU customers, in compliance with the EU Consumer Rights Directive) <superscript:3>;
- The product is in unused, unopened, and undamaged condition, with all original packaging, tags, and accessories intact;
- The product is not a custom-made or personalized item (custom graphics and decals are made to your specific specifications and are non-returnable unless defective);
- The product is not marked as “Final Sale” or “Clearance” (these items are non-returnable and non-refundable, as clearly indicated on the product page) ;
- You provide a valid proof of purchase (e.g., order number, email confirmation).
Please note: 67% of shoppers check a store’s return policy before making a purchase, so we’ve designed these eligibility criteria to be fair, transparent, and easy to understand—helping to reduce abandoned carts and build customer confidence.
2. Non-Returnable Items
The following items are not eligible for returns, refunds, or exchanges, unless they are defective or damaged upon delivery:
- Custom-made or personalized graphics, decals, or kits (including those designed for specific e-bike models like Surron, Talaria, or KTM);
- Items marked as “Final Sale” or “Clearance”;
- Items that have been used, installed, cut, or modified;
- Items with damaged or missing original packaging, tags, or accessories;
- Digital products (if applicable).
3. Return Process
To initiate a return, please follow these simple steps—designed to be user-friendly and reduce customer effort, which helps improve satisfaction and repeat purchases :
- Submit a Return Request: Contact our customer support team at sales@motograpics.com within the eligible return window. Please include your order number, product name, reason for return, and clear photos of the product (and packaging, if damaged).
- Receive Return Approval: We will review your request within 3 business days and send you a return approval email, which includes a return authorization (RA) number and detailed instructions for shipping the product back to us. Returns without an RA number will not be accepted or processed.
- Package the Product: Securely package the product in its original packaging (or a similar sturdy box) to prevent damage during transit. Include the RA number prominently on the outside of the package.
- Ship the Product: Ship the product back to the address provided in the return approval email. You are responsible for the return shipping costs, unless the product is defective or we made an error (e.g., wrong product, damaged during delivery). We recommend using a trackable shipping service to ensure we receive your return—this helps protect both parties and streamline the process .
Note: For EU customers, we will cover return shipping costs for eligible returns, in compliance with EU consumer laws.
4. Refund Processing
Once we receive and inspect your returned product (typically within 5-7 business days of delivery to our warehouse), we will process your refund according to the following guidelines, aligned with legal requirements and customer expectations <superscript:1>:
- If the product meets the eligibility criteria, we will issue a refund to your original payment method within 10-15 business days. The refund processing time may vary depending on your payment provider (e.g., credit card companies may take an additional 3-5 business days to reflect the refund in your account).
- Refunds will include the full purchase price of the product, minus any shipping fees (unless the return is due to our error or a defective product).
- Custom-made or personalized items will only be refunded if they are defective or damaged upon delivery, and we verify the issue.
- Final Sale or Clearance items are non-refundable, even if returned within the return window.
For EU customers, we will process refunds within 14 days of receiving the returned product, in compliance with the EU Consumer Rights Directive <superscript:3>.
5. Exchange Policy
If you wish to exchange an eligible product for a different size, color, or model (if available), please follow the return process outlined in Section 3 and note “Exchange Request” in your email to sales@motograpics.com. We will process your exchange once we receive and inspect your returned product:
- If the requested exchange item is in stock, we will ship it to you free of charge (for eligible returns). If the exchange item is more expensive than the original product, you will be responsible for paying the difference. If it is less expensive, we will issue a refund for the difference.
- If the requested exchange item is out of stock, we will issue a full refund to your original payment method instead.
We encourage exchanges over refunds when possible, as it helps reduce return costs and maintains customer loyalty .
6. Defective or Damaged Products
If you receive a product that is defective, damaged, or incorrect (e.g., wrong model, wrong design), please contact us at sales@motograpics.com within 7 calendar days of delivery. Please include your order number, photos of the defective/damaged product, and a detailed description of the issue. We will:
- Arrange for a free return (we will cover all shipping costs) and issue a full refund;
- Or, if you prefer, send you a replacement product free of charge (if available);
- Or, offer you store credit for the full purchase price (if you prefer).
We will cover all costs associated with defective or damaged products, including return shipping and replacement costs, to ensure your satisfaction and comply with consumer protection laws .
7. Late or Missing Returns
If you have shipped your return but we have not received it within 14 business days of the shipping date, please contact us at sales@motograpics.com with your tracking number. We will help track your package and resolve any issues. We are not responsible for lost or stolen packages during return transit, so we strongly recommend using a trackable shipping service .
8. Changes to This Policy
We reserve the right to update or modify this Refund & Return Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of the Site after changes are posted constitutes your acceptance of the revised policy. We recommend reviewing this policy regularly to stay informed of any updates <superscript:1>.
To align with Google’s structured data guidelines, this policy is formatted to be easily crawlable and transparent, helping to improve your Site’s visibility in search results .
9. Contact Us
If you have any questions, concerns, or requests regarding this Refund & Return Policy, or if you need to initiate a return, exchange, or refund, please contact us at:
Email: sales@motograpics.com
We will respond to your inquiry within 3 business days and work to resolve any issues promptly, ensuring a positive customer experience and maintaining compliance with all applicable laws .