Refund policy

We understand that sometimes we change our minds and need to return our purchases. Or even that shopping online is hard, and we don’t always know what the product is until we see it in person. That’s why we understand that you may want to return your items. We have a 30 days returns policy – this means you can simply return your order to us within 30 days of purchasing and we will be more than happy to offer a store credit or exchange for a different colour or size (if available).

RETURNS – TERMS & CONDITIONS

In order for your item to be eligible for a return, we have a few terms and conditions that you must meet.

• All items must be in brand new condition (unworn, un-used, unwashed) within the original packaging and tags.
• All dirt bike hard parts must not have been fitted. They must not be scratched, marked or dirty. These must be brand new.
• All items are in their original packaging – we cannot accept a return if you have thrown out the box/retail packaging your product was received in. There must also be no damage to the retail packaging – e.g. no tape etc.

 It is important for us to maintain these requirements so that we can accept return of your items. If your product does not meet these requirements, we may have to refuse your return.

Please note that original shipping charges are non-refundable if you choose to return an item simply because you've changed your mind, ordered the wrong size, or no longer need the product. If you received free shipping on your order, the actual cost of shipping will be deducted from your refund total. This includes any customs duties paid for international orders. If you are exchanging a product then re-shipping fees will apply.

Please note some items are not eligible for returns such as custom ordered items (items that are made specifically for your request) e.g. Luxon custom anodised triple clamps, Guts Racing Complete Seats and custom seat covers.

Special order-in items or items we do not typically keep in stock and order specifically upon your request; including boots and helmets, and items not normally stocked in Australia can be returned if they meet all return terms and conditions listed above, however, they will be subject to a 15-20% restocking fee. This fee covers the cost of returning the item to our supplier or restocking it within our store. These costs may include international freight, customs duties, import charges, merchant fees, currency conversion losses and administration costs. 

All items purchased as part of a sale, clearance, promotion, or marked as “final sale” are final and not eligible for return, exchange, or refund. Please ensure you carefully review product details, sizing, and suitability before completing your purchase. By proceeding with a sale or clearance purchase, you acknowledge and accept that the item is final sale. [Warranty claims are excluded from this policy and will be assessed separately in accordance with the manufacturer’s warranty terms].

HELPFUL WAYS TO AVOID ANY PRODUCT RETURN ISSUES

BOOTS: 
- We understand that you may not know what size boot you need, especially if you are changing boot brands. If you order your boots online and then need to try them on in person - please DO NOT stand on your foot pegs. This is due to sharp foot pegs that can mark and damage boot soles. If your boots are the incorrect size and do not feel comfortable, standing on your pegs is not going to change this. 

HELMETS: 
- As many helmet manufacturers differ in sizing, it is important you try your helmet on to ensure you have the correct size and fit for maximum safety. Please ensure that when trying on a new helmet, you remove any makeup and dirt from your face. Any makeup will stain the cheek-pads of the helmet and dirt will leave marks that will require washing to remove - therefore your return may not be accepted. 
- Returns affected by makeup, perfume, deodorants, or body odour will not be accepted.

HARD PARTS: 
- We have worked hard to ensure our online bike fitment list is 100% correct with the correct parts for each bike model. If you have selected the wrong bike model and therefore received the incorrect part; we suggest a way to eliminate any issues is to compare products received against the products removed from your bike. You are usually able to compare this whilst your new product is still in the manufacturers packaging. We do understand that this is unavoidable in some circumstances. if you are unsure if you have ordered the correct part, please contact our customer service team and they will be able to assist. 
- Any parts that have been fitted (and original packaging destroyed) and are the incorrect parts will not be accepted for returns due to you selecting the incorrect bike model.
- We suggest you have full confidence in which bike model you have; therefore we recommend contacting our customer service team and they will be able to assist in confirming this for you. 

- If you damage the retail package of an item your return may not be accepted. Please do not apply tape or labels to any packaging.

- Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). All tags must still be attached. 

- We can in no way accept underwear or swimwear products unless faulty due to health & hygiene regulations. Please Choose Carefully!

- Any return which is not in an acceptable condition will be sent back at the expense of the customer, please ensure all items are in new & resellable condition to avoid your return being rejected.

HOW TO START A RETURN

To start a return, you can contact us at support@motohouse.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will either invoice you for the return shipping cost or deduct the amount from your refund, depending on what is easiest for you.

Please note that returns will need to be sent to the following address: 5/39 Dacmar Road, Coolum Beach QLD 4573, Australia.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 1-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@motohouse.com.au.

ORDER CANCELLATIONS

As many of our products are imported specifically to fulfil customer orders, cancellation requests after processing has commenced are subject to a minimum cancellation fee of 15–20% of the order value. Once an order has been processed, transferred from our overseas warehouse, or has entered the Australian import process, we may deduct any non-recoverable costs incurred, including but not limited to freight, customs duties, import processing fees, payment processing fees, and administration costs. The remaining balance will be either credited to your Moto House account or refunded to the original payment method.

FAULTY ITEMS

If you have a faulty item that you would like refunded, repaired or replaced, please contact our customer service team before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Please contact our customer service team or the brand directly for warranty periods.

Please note, some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates/phone calls. Processing time is dependant on manufacturer warranty process but we will be in full contact throughout the process to get this sorted as quickly as we can for you. Once the process is complete and warranty approved, you should receive your refund or replacement within 1-7 business days.

If your order arrives damaged in transit please take photo's of the damage and email them to our customer service department before and after opening the packaging to ensure the correct procedure is followed when rectifying the situation.

RETURN REJECTIONS & PARTIAL REFUNDS

If a returned item does not meet our returns criteria (e.g. it has been used, damaged, worn, or is not in original packaging), we will not be able to offer a refund or exchange. In this case, the item will be returned to you — however, the cost of shipping the item back to you will need to be paid before it is sent.

In some cases, items may be eligible for a partial refund if the product can be restocked at a reduced value (e.g. missing packaging, light signs of handling). This will be assessed on a case-by-case basis, and we will contact you before processing anything.

Please keep in mind that Moto House does have the right to refuse any item for a return if they do not meet our return Terms and Conditions.

You can always contact us for any return questions at support@motohouse.com.au.