Refund policy

Last updated: 30 September 2026

This policy explains how consumers can cancel eligible distance orders, return unwanted goods and obtain a remedy where goods are faulty, damaged, misdescribed or incorrect. Nothing in this policy affects your statutory rights.

1. Contacting us

To cancel an order or discuss a return, contact us:

Email: sales@mttmotoparts.com
Telephone: 01691 757 222
Post: Moto TrackTech Ltd, Unit 5 Radfords Field, Maesbury Road Industrial Estate, Oswestry, England, SY10 8RA

Please provide your name, order number, contact details and the item concerned. You do not have to give a reason when exercising the statutory right to cancel an eligible distance purchase.

2. Cancelling an online, telephone or mail order

If you are a consumer who bought goods online, by telephone or by mail order, you normally have the right to cancel without giving a reason.

You must tell us that you wish to cancel no later than 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If one order is delivered in separate deliveries, the cancellation period normally ends 14 calendar days after the final item, lot or piece is received.

You may cancel by email, telephone or post using the contact details above. You may also use the optional cancellation form at the end of this policy. Any clear statement that you wish to cancel is sufficient.

3. Returning goods after cancellation

After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 calendar days after the day on which you informed us.

Return the goods securely packaged to:

Moto TrackTech Ltd
Unit 5 Radfords Field
Maesbury Road Industrial Estate
Oswestry
England
SY10 8RA

Please include your order number and contact details so that we can identify the return. Where possible, include the undamaged original packaging, instructions and paperwork.

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods. If you ask us to arrange collection, we will tell you the reasonable collection cost before arranging it, and you will be responsible for that cost.

This does not apply where the goods are faulty, damaged, misdescribed or incorrect and we are legally responsible for the necessary return cost.

4. Handling and condition

You may handle the goods only as much as reasonably necessary to establish their nature, characteristics and functioning, in the same way that you could normally examine them in a shop.

We may reduce the refund, up to the price of the goods, to reflect an actual reduction in value caused by handling beyond what is reasonably necessary. Fitting, installing, using, damaging or altering an item may reduce its value, depending on the circumstances.

5. Refunds following cancellation

For a valid cancellation of the whole order, we will refund the price paid for the returned goods and the cost of the least expensive standard delivery option offered for the order.

If you chose a more expensive delivery option, we are not required to refund the additional amount above the cost of the least expensive standard option.

Unless we have offered to collect the goods, we may withhold the refund until the earlier of:

• the day on which we receive the goods back; or
• the day on which you provide evidence that you sent the goods back.

We will issue the refund without undue delay and no later than 14 calendar days after that date. If we have offered to collect the goods, the refund will be issued without undue delay and no later than 14 calendar days after you tell us that you are cancelling.

The refund will be made using the same payment method used for the original transaction unless you expressly agree otherwise. We will not charge a fee for issuing the refund.

6. Products made to your requirements

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This exclusion applies only where the legal requirements for it are met.

This exclusion does not affect your rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

7. Faulty, damaged, misdescribed or incorrect goods

Goods must be of satisfactory quality, fit for any purpose made known to us and as described.

If goods do not conform to the contract:

• Within the first 30 days: you will normally have the short-term right to reject the goods and receive a refund.
• After the first 30 days: you will normally be entitled to require a repair or replacement. This must be provided within a reasonable time, without significant inconvenience and at our cost, unless the chosen remedy is impossible or disproportionate compared with the alternative.
• If repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience: you may be entitled to a price reduction or the final right to reject the goods and receive a refund.

If a fault becomes apparent within six months of delivery, it is generally presumed to have been present at delivery unless we can show otherwise or that presumption is incompatible with the nature of the goods or fault. After six months, we may ask you to provide evidence that the problem was present when the goods were supplied.

Where you are entitled to a remedy for faulty, damaged, misdescribed or incorrect goods, we will bear the necessary return cost. Contact us before returning the goods so that we can provide return or collection instructions.

We may inspect returned goods to confirm the reported issue. We may ask for reasonable proof that the goods were bought from us, such as an order confirmation, invoice, receipt or other transaction record.

8. Goods damaged in delivery or missing from an order

If an item arrives damaged or is missing, please contact us as soon as possible by emailing sales@mttmotoparts.com with the subject line "Damaged Goods", or by calling 01691 757 222.

Prompt notification helps us investigate with the courier, but it does not remove your statutory rights.

9. Optional cancellation form

You may copy and send the following form to cancel an eligible distance contract. You do not have to use it.

10. Contact details

Moto TrackTech Ltd, trading as Moto TrackTech
Company number: 16169745
Unit 5 Radfords Field
Maesbury Road Industrial Estate
Oswestry
England
SY10 8RA

Email: sales@mttmotoparts.com
Telephone: 01691 757 222