Motorkit.com

You have just placed an order on motorkit.com and you realise you made a mistake? You want to modify the delivery address, add a forgotten product, change a quantity, or even cancel entirely? Yes, it is generally possible, but the time to act is often short. Here is how to proceed quickly.

Important information before you start

Speed is essential. The sooner you contact us, the more we can do for you. Once your order is being prepared or shipped, modifications become very limited or even impossible.

1. Everything depends on your order status

motorkit.com prepares orders in batches throughout the day, and orders placed in the evening are generally processed the next morning. This gives you a window of action that is more or less wide depending on the hour and the day of your order.

Check your order status

1. Log into your customer account on motorkit.com
2. Click on My account then Order history and details
3. Locate the status displayed next to your order

The different statuses and what they imply

2. Possible modifications before preparation

If your order is not yet being prepared, we can generally make all the necessary modifications, within what is technically and logistically possible.

What we can modify

• Delivery address (correction or full change)
• Billing address
• Customer details (phone, email)
• Add a forgotten product (by creating a 2nd order grouped to save on shipping costs)
• Remove a product from the order
• Modify the quantity of a product
• Replace a product with another
• Change the delivery method (standard, express, pickup point)

What we generally cannot modify

• The payment method once the transaction is validated (cancellation + new order required)
• Orders paid by bank transfer already initiated (specific procedure)

Procedure to request a modification

1. Contact us IMMEDIATELY (see section 7)
2. Specify your order number
3. Describe precisely the desired modification
4. We check if the modification is still possible
5. You receive a confirmation by email of the modification made

3. Cancel your order completely

If you wish to cancel your order entirely before shipment, this is possible without fees and without justification.

Cancellation procedure

1. Contact us quickly by email or via the contact page
2. Specify your order number
3. Clearly indicate "Total cancellation request"
4. We process your request within 24 hours on working days
5. A cancellation confirmation is sent to you by email

Refund time

Once the cancellation is confirmed, the refund is automatic on the original payment method:

These times depend on your issuing bank and not on motorkit.com. With some banks, the refund may appear faster (visible from the next day).

4. Frequent special cases

Wrong delivery address

This is an absolute emergency. A wrong address can mean:

• Your parcel delivered to your old address that you no longer control
• A parcel delivered to someone else
• A parcel that returns to motorkit.com (you pay the reshipment costs)

Immediate action: contact us specifying "URGENT - Address error" in the subject line so that your request is processed as a priority.

I forgot a product in my order

Recommended solution: place a 2nd order on motorkit.com for the missing products.

If you contact us quickly, we can possibly group the two orders in the same shipment to save you shipping costs. We then indicate the procedure.

I want to add or remove a product

It is generally possible if the order is not yet being prepared. Contact us quickly with:

• Your order number
• The product to add (motorkit.com reference) or to remove
• For an addition: confirmation that you accept the possible price difference

I made a mistake on the payment method

The payment method cannot be modified on a validated order. The solution is:

1. Cancel the current order
2. Place the order again with the right payment method

I forgot to use my promo code or my loyalty points

Unfortunately, a promo code or voucher cannot be applied after validation of the order. Possible solutions:

• If the order is not yet prepared: cancellation + new order with the code
• Otherwise: keep your code for your next order (if still valid)

? To know everything about promo codes, consult the article "How to use a coupon or promo code?"

I ordered a wrong product (wrong reference)

If the order is still pending: modification possible, contact us.

If the order has already shipped: don't panic, you benefit from the 15-day right of withdrawal from receipt. See the article "Product return (change of mind), how to proceed?".

5. If my order has already shipped?

Once your parcel is entrusted to the carrier, we can no longer intervene on the order. But you still have several options.

Option 1: Refuse the delivery

If you are not absent when the courier comes:

• Explicitly refuse the parcel from the courier
• The parcel automatically returns to motorkit.com
• Once received, we proceed with cancellation and refund

⚠️ Caution: with some carriers, return costs may apply in this case. Prefer option 2 below if possible.

Option 2: Receive and use the right of withdrawal

This is generally the simplest and most economical solution:

1. Receive your parcel normally
2. Do not unpack the product or products you want to return
3. Follow the withdrawal procedure within 15 days

Complete procedure in the article "Product return (change of mind), how to proceed?"

Option 3: Wrong address after shipment

If the parcel went to the wrong address and you cannot retrieve it:

• Contact us immediately with your tracking number
• We study with the carrier the interception possibilities
• This intervention is not guaranteed and may generate additional costs

6. Difference between cancellation and withdrawal

It is important to clearly distinguish these two notions:

7. How to contact us in case of emergency?

For any modification or cancellation request, several channels are at your disposal.

Channel 1: Email (recommended)

Send your request to support@motorkit.com specifying in the subject line:

• "URGENT - Order modification [order number]" for an urgent modification
• "URGENT - Order cancellation [order number]" for a cancellation
• "URGENT - Address error order [order number]" for an address error

Channel 2: Contact page

Use the motorkit.com contact page to submit your request in a structured way.

Information to provide

Whatever channel used, systematically mention:

• Your order number
• Your login email (if different from the sending email)
• The type of request (modification, cancellation, address error)
• The precise modification desired
• The urgency of your request

Response time

Our team handles emails within a time of 24 hours on working days (Monday to Friday). For emergencies (address errors in particular), we prioritise your request as soon as received.

8. Tips to avoid mistakes

Check your cart before clicking on "Validate order"

Re-read the delivery address in the final summary, especially if you order from a new address

Use your customer account rather than guest order: your addresses are saved and your order is traceable

Think about your promo code or your loyalty points before validating the payment

Verify the product references (compatibility with your vehicle) before validating

In case of doubt, contact us BEFORE finalising your order

To verify compatibility, consult the article "How to find compatible parts for my scooter?"

Related questions

• How to track my order?
• When will my order ship?
• Product return (change of mind), how to proceed?
• My payment was refused, what to do?