Returns & Exchanges - Mooto
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Returns / Exchanges

Return and Exchange Conditions

If you are not completely satisfied with an item purchased on our website www.mooto.fr, you may return it for an exchange or refund within fifteen (15) days of receipt, by following the steps outlined below.

To be eligible for a return, items must be returned in their original condition. Items must not have been worn or washed, and must be in a condition that allows them to be resold.

Returned or exchanged items must be in new condition, in their original packaging, with tags attached, along with any accessories and the corresponding user manual. No refund or exchange will be issued if the returned items are incomplete, damaged, or soiled.

Please note that the return of certain items, such as protective gear, clothing, or footwear, will be subject to special review, and we reserve the right to accept or refuse the return or exchange.

How to Return or Exchange an Item

Returning an Item by Mail

Before proceeding with a return or exchange, you must first contact MOOTO customer service by email at info(at)mooto(dot)fr or by phone at 06 10 15 77 82.

You will be given a return number, along with the return address.

Please return the item(s) using the original packaging and packing materials. Please include each item in its original packaging, along with a copy of your invoice, tags, any accessories and the corresponding user manual, as well as the return form sent by customer service (by email).

  • Returns or exchanges must be sent via Colissimo so that the parcel can be tracked in case of loss.
  • Shipping and return costs are non-refundable, except for defective or incorrect products.
  • Availability of the requested replacement item cannot be guaranteed.
  • As an exception, shipping costs for an exchange are covered by us in the form of a discount voucher.
  • Once the return or exchange process is complete, you will receive an email notification.

If you have any questions about our return/exchange policy, please contact us by email or phone.

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Damaged or Defective Products

At MOOTO, product quality is our top priority. All our products are tested under extreme, real-world conditions to ensure they can withstand the uses for which they were designed. As a result, it is very rare for our products to be damaged or defective.

The lifespan of a MOOTO product depends on several factors:

  • maintenance
  • daily use
  • storage
  • transport (in a bag, for example)

If one of our products is found to be defective, it will be reviewed carefully by our team to determine whether the damage is due to a manufacturing defect or non-compliance with manufacturing specifications. In such cases, we are committed to refunding defective products.

Otherwise, if the issue was not caused by material quality or the manufacturing process, the product will be returned to you.

We do not refund products:

  • Obtained from a source other than www.mooto.fr
  • Damaged as a result of misuse or negligence: exposure to sharp objects (knife, scissors, cutter), chemicals, fire, high temperatures, grease, or caustic substances, etc.
  • Damaged as a result of improper use or use for purposes other than those intended for sports.

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Refunds

Refund processing time may vary from 2 weeks to 1 month, depending on the type of product.

We will refund the original amount paid for the returned item.

Please note that any item returned without prior approval from our customer service team will not be eligible for a refund.

Items purchased during a promotion or sale will be refunded as store credit.

A confirmation email will be sent to you once the refund has been processed.

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