You have just received your motorkit.com order and notice that an item is defective, damaged or broken? Don't worry, we will help you resolve this quickly. Follow the steps below for optimal handling of your case.

1. Step 1: Check upon delivery

When receiving the parcel, take a few seconds to check the exterior condition:

  •  Is the box deformed, pierced or crushed?
  •  Any traces of moisture or impacts?
  •  Does the packaging appear to have been opened?

⚠️ Important: NEVER refuse the parcel, even if it appears damaged.

Why accept the parcel despite this?

Refusing a parcel is counterproductive for two reasons:

  •  Carrier returns are never prioritised by their services — your case can drag on for several weeks
  • ⏳ Your problem takes longer to resolve: we must wait for the parcel to come back before we can act

Our advice: always accept the parcel and use the procedure below for fast handling.

2. Step 2: Make reservations with the carrier

If the parcel shows visible signs of damage upon delivery:

 It is essential to note precise reservations on the delivery slip or driver's terminal, for example:

  • "Box dented on the side"
  • "Packaging torn, contents checked not compliant"
  • "Broken product visible upon opening in driver's presence"

⚠️ A mention such as "subject to unpacking" is generally not accepted by carriers. Be precise and factual.

 If the driver rushes you or refuses to wait, indicate at minimum "Damaged parcel, reservations to be confirmed after opening" and contact us immediately afterwards.

3. Step 3: Contact our after-sales service quickly

As soon as the problem is identified:

 Contact our after-sales service via our contact page or by email at support@motorkit.com

For fast processing, attach to your message:

  •  Your order number (motorkit.com format)
  •  A clear photo of the defective or damaged item from several angles
  •  A photo of the parcel and packaging (if transport-related damage)
  •  A photo of the delivery slip with your reservations (if available)
  •  A brief description of the problem (defect, breakage, malfunction...)

Reporting deadlines

⏱️ For optimal handling:

  • Transport damage or breakage on receipt: contact us within 48 hours of delivery
  • Product defect noticed in use: contact us within 15 days of receipt

The faster you contact us, the more efficient the processing.

4. Step 4: Our team gets back to you

Upon receipt of your report and photos:

✅ Our team analyses your case within 1 to 2 working days ✅ We contact you by email with the procedure adapted to your situation

Solutions offered (at customer's choice)

Depending on the nature of the problem, you can choose between:

  •  Exchange of the defective product with an identical or equivalent product
  •  Full refund to your original payment method
  • ? Store credit for an equivalent amount, valid on your motorkit.com account

✅ Return costs are at our charge when the product is genuinely defective or damaged. We provide you with a prepaid return label to facilitate the procedure.

5. Special cases to know

Product visibly broken when opening the parcel

If the breakage is clearly transport-related:

  •  Photograph the product in its original packaging immediately
  •  If possible, make reservations with the driver
  •  Contact us within 24 to 48 hours to activate the carrier warranty

Wrong product delivered (incorrect reference)

If you have received a different product from what was ordered:

  •  Photograph the received product and the parcel label
  •  Contact us specifying the received reference vs ordered reference

We will organise the exchange as quickly as possible.

Product installed and then defective

The case of a part already installed or where installation was attempted is more complex and requires a case-by-case analysis:

  • Stop installation immediately as soon as a problem is identified
  • Keep the part in its current state and photograph it before any further dismantling
  • Contact us with a precise description: installation steps followed, malfunction observed, usage conditions

⚠️ Our technical team studies each case individually. Handling depends on several factors: nature of the defect (factory origin vs related to installation or usage), assembly marks, conformity of the part with your vehicle. We will likely ask you for additional information to qualify the case.

 Tip: if in doubt about compatibility or installation before fitting, contact us. A prior check avoids complications.

6. Your consumer rights

As a consumer in Belgium or the European Union, you benefit from:

  • ✅ The 2-year legal conformity warranty on every product purchased
  • ✅ The 14-day right of withdrawal for a change of mind (see dedicated article)
  • ✅ The specific commercial warranty from motorkit.com on certain products

7. A question, a doubt?

? support@motorkit.com

Our after-sales service is available to support you. The earlier the problem is reported, the faster the resolution.

Related questions

  • How to return a product after a change of mind?
  • How does the warranty on parts work?
  • How to find compatible parts for my scooter?
  • My parcel never arrived, what should I do?