You have just opened your parcel and notice a problem compared to what you ordered? Contact us quickly, we will solve this together. Here is the procedure to follow.

1. Identify the type of error

Before contacting us, accurately identify the nature of the problem: this allows us to handle your case faster.

Cases covered by this article

  • Wrong product delivered: the received reference does not match the one ordered
  • Wrong quantity: you received too many or not enough items
  • Wrong version or variant: colour, size, model different from the order
  • Unordered item: a product you did not order is in the parcel
  • Invoicing error: price, VAT or address incorrect on the invoice

Cases covered by other articles

If your problem concerns:

  • A broken, damaged or defective product → see the article "I received a defective, damaged or broken product"
  • One or more missing items → see the article "I did not receive my full order"
  • A parcel that never arrived → see the article "How to track my order?"

2. Contact us quickly

The faster you let us know, the more efficient the processing.

Way 1: via the contact page (recommended)

Use our contact page provided for this purpose: this is the fastest way for a structured handling of your request.

Way 2: from your customer account

  1. Log into your account on motorkit.com
  2. Go to My account then Order history and details
  3. Select the relevant order
  4. Use the associated contact or complaint option

Way 3: by email

Send your message to support@motorkit.com with all useful information.

3. Information to communicate to us

For optimal processing, attach to your message:

  • Your order number (motorkit.com format)
  • A precise description of the problem (e.g.: "I ordered an NGK CR8E spark plug and received a CR7HSA")
  • The received reference versus the ordered reference
  • A photo of the received product (very useful to identify the error)
  • A photo of the parcel label or delivery slip
  • If possible, a photo of the invoice where the error appears

4. Our response commitment

Our team handles emails within 24 hours on working days (Monday to Friday).

Depending on the nature of the error, we will offer you one of the following solutions:

  • Exchange of the product: sending of the correct item and return of the error (costs at our charge)
  • Complementary shipment: if part of the order is correct but incomplete
  • Refund: if exchange is not possible or not desired
  • Invoice correction: for purely administrative errors

Return costs are at our charge when the error comes from our services. We then provide you with a prepaid return label to facilitate the return.

5. What to do while waiting for our response?

  • Keep the product in its original packaging if possible
  • Do not send anything back without first receiving our instructions
  • Do not fit the part received in error (even if it could work on your vehicle, it would complicate the return)
  • Keep the delivery slip and the original parcel

6. An urgent question?

If you need the part quickly (urgent repair, ongoing project), specify this in your message. We will study possible accelerated solutions (express shipment of a new product before return of the error, for example).

Related questions

  • I received a defective product, how to proceed?
  • I did not receive my full order
  • How to find compatible parts for my scooter?
  • How to get an invoice?