1. Return Policy

We accept returns within 30 days of your order receipt date. After this period, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as received. It must also be in its original packaging.

2. Return Conditions

To be accepted, a return must meet all of the following conditions:

• The item is returned within 30 days of receipt.
• The item is in its original condition, unused and undamaged.
• The item is in its original packaging with all labels and accessories.
• You have proof of purchase (order number or invoice).
• The return has been pre-authorised by our customer service.

Items not eligible for return

• Used, damaged or incomplete items
• Items whose original packaging has been damaged or removed
• Items bought in a sale or at a reduced price (except manufacturing defect)
• Personalised or special-order items
• Protective equipment (helmets, gloves) whose hygiene seal has been removed

3. Return Procedure

To make a return, follow these steps:

• Step 1: Contact our customer service via our contact form or by email, stating your order number and reason for return.
• Step 2: Wait for our confirmation and return instructions (within 2 working days).
• Step 3: Pack the item carefully in its original packaging and ship it to the address provided.
• Step 4: Keep your proof of shipment until the refund is finalised.

Return shipping costs are the customer's responsibility, except in cases of defective product or error on our part.

4. Refunds

Once your return has been received and inspected, we will send you a confirmation email. If the return is approved, the refund will be processed automatically.

• Processing time: 3 to 5 working days after receipt of the item.
• Refund method: to the original payment method used when ordering.
• Credit delay: depending on your bank or payment provider, allow an additional 5 to 10 working days for the credit to appear.

Partial refunds

In some cases, only a partial refund will be granted (if applicable):

• Item damaged or missing parts not due to our error
• Item returned after 30 days but before 45 days

Refund not received

If you have not received your refund after the stated period, first check your bank statement, then contact your bank. If the problem persists, contact us.

5. Exchanges

We process exchanges only for defective or damaged items. If you need to exchange an item for the same item, contact our customer service.

For an item in a different size or colour, we recommend returning the item and placing a new order once the refund has been processed.

6. Sale / Discounted Items

Items purchased on sale or at a reduced price cannot be refunded. Only an exchange or credit note may be offered for such items, and only in the event of a proven manufacturing defect.

7. Defective or Damaged Products

If you have received a defective item, an item damaged in transit, or the wrong item, please contact us within 48 hours of receipt, attaching:

• Photos of the defective / damaged product
• Photo of the packaging if damaged
• Your order number

In this case, return shipping costs are fully covered by Twins Moto, and you will receive a replacement or full refund according to your preference.

8. Contact Us

For any questions regarding returns and refunds:

• Via our contact form
• By email: contact@www.twinsmoto.com

Our team is available Monday to Friday, 9am to 6pm, and is committed to responding within 48 working hours.