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At Motorcycle Performance Store (MPS), we want customers to order with confidence. This policy explains your rights and responsibilities when cancelling an order, returning an item or reporting a faulty, damaged or incorrect product.

Nothing in this policy affects your statutory rights under UK consumer law.

Order Cancellations

If you need to cancel or amend an order, please contact us as soon as possible.

Where an order has not yet been dispatched, we will do our best to accommodate your request.

For online purchases covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have the right to cancel their order within 14 days of receiving the goods, without giving a reason, subject to the statutory exceptions.

To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.

Where a cancellation is made under your statutory cancellation rights, MPS will not deduct card, payment-provider or payment-processing charges incurred by us from your statutory refund.

Returning an Online Order

Once you have notified us that you wish to cancel your order, the goods must normally be returned within 14 days of notifying us.

Unless the return is due to goods being faulty, damaged, incorrect or misdescribed, the customer is responsible for arranging the return and paying the direct cost of returning the goods.

Goods should be returned new, unused and in their original condition, together with all original packaging, accessories, instructions, labels, protective films, fixings and any other items supplied with the product wherever reasonably possible.

Customers are permitted to handle and inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. This is broadly equivalent to the inspection that could reasonably be carried out in a physical shop.

Where goods have been handled beyond what is reasonably necessary and this has resulted in a reduction in their value, MPS reserves the right to make an appropriate deduction from the refund to reflect the resulting diminished value, as permitted by law.

This may include, where applicable, products that have been:

• Fitted or installed
• Used or operated
• Marked, scratched or cosmetically damaged
• Modified or altered
• Damaged during installation or removal
• Returned with missing or damaged accessories, fixings, instructions or other supplied components

Opening packaging solely for the purpose of reasonably inspecting a product will not, by itself, automatically result in a deduction. However, damage to packaging or supplied components may be taken into account where it has resulted in an actual reduction in the value of the goods. Government guidance confirms that deductions may be made for damage, wear or unreasonable use resulting in diminished value.

All returned goods must be securely packaged to prevent damage during transit.

We strongly recommend using a tracked and appropriately insured return service and retaining proof of postage and tracking information until your return has been processed.

Refunds

Once a valid return has been received, refunds will be processed in accordance with your statutory rights.

For a valid cancellation under the Consumer Contracts Regulations, we will refund the price paid for the goods less any associated delivery costs.

Unless otherwise required by law, the customer is responsible for arranging and paying the direct cost of returning unwanted goods to MPS.

Where returned goods have been handled beyond what is reasonably necessary and this has resulted in diminished value, MPS reserves the right to make an appropriate deduction from the refund reflecting that reduction in value.

We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise expressly agreed.

Once a refund has been processed by MPS, the time taken for funds to appear in your account may depend on your bank or payment provider.

Faulty, Damaged or Incorrect Goods

Your statutory rights are not affected by this returns policy.

Goods supplied to UK consumers must comply with the Consumer Rights Act 2015, including requirements relating to satisfactory quality, fitness for purpose and being as described.

Where goods are faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order details and information about the issue.

UK consumers may have a 30-day short-term right to reject faulty goods in qualifying circumstances. Other statutory remedies, including repair or replacement, may apply after this period.

Where MPS is responsible for a return because goods are faulty, damaged, incorrect or misdescribed, your statutory rights regarding return costs, repair, replacement and refunds will apply.

Please contact us before attempting to repair, modify or alter a product where you believe it is faulty.

Product Compatibility

Motorcycle parts and accessories can have specific model, year, specification and fitment requirements.

Customers should carefully review the product description, compatibility information and vehicle requirements before ordering. If you are unsure whether a product is suitable for your motorcycle, please contact MPS before placing your order.

Choosing an incompatible product does not remove a consumer's statutory cancellation rights where those rights apply.

However, customers should not fit, install, modify, program, activate or use a product simply to determine compatibility where doing so goes beyond the handling reasonably necessary to inspect it.

Where a returned product has been fitted, installed, used, marked, scratched, modified or otherwise handled beyond what is reasonably necessary, and this has reduced its value, MPS reserves the right to make an appropriate deduction from the refund as permitted by law.

This does not affect your statutory rights where goods are faulty, incorrect, misdescribed or otherwise fail to conform to the contract.

Special Order, Made-to-Order & Personalised Products

Some products supplied by MPS are ordered specifically from a manufacturer or supplier following a customer's order.

A product being described as a “special order” or “non-stock item” does not, by itself, remove a consumer's statutory cancellation rights.

However, statutory change-of-mind cancellation rights may not apply to products that are genuinely made to the consumer's specifications or clearly personalised. GOV.UK lists personalised and custom-made goods among the exceptions to the normal online change-of-mind return rules.

Where a product falls within a statutory exemption, this will be considered according to the nature of the product and circumstances of the order.

This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.

T800 UpMap Products

Please check motorcycle and ECU compatibility carefully before purchasing or activating a T800 UpMap product.

T800 UpMap products may involve both physical hardware and the provision or activation of digital content. Activation may permanently associate the device or supplied content with a particular motorcycle, ECU, account or vehicle.

Where digital content is supplied during the statutory cancellation period, different cancellation provisions may apply. Where applicable, the loss of a statutory cancellation right for digital content will depend upon the requirements of UK consumer law having been satisfied, including the appropriate consent and acknowledgement being obtained before supply begins.

Where a T800 UpMap unit has been activated, programmed, registered or associated with a motorcycle or ECU, it becomes locked to that motorcycle/ECU. Once activation has taken place, the product cannot be returned or refunded due to a change of mind or incorrect vehicle selection. Customers must therefore confirm compatibility before activating the product.

This does not affect your statutory rights where the product is faulty, not as described or otherwise fails to comply with applicable consumer law.

Activation does not remove your statutory rights where the hardware or digital content is faulty, not as described or otherwise fails to comply with applicable consumer law.

International Returns

Customers outside the UK should contact us before returning an item so that we can provide the appropriate return instructions.

Unless the product is faulty, incorrect or otherwise covered by applicable consumer rights, the customer is responsible for arranging and paying all costs associated with the return shipment, including return postage or courier charges and any applicable customs duties, taxes, clearance fees or other charges. Where customs charges are payable on the return shipment, these should be paid by the customer in advance wherever possible to help ensure the goods clear customs promptly and are not delayed or returned to the sender.

Returned products should be securely packaged and, where applicable, returned new and unused with all original accessories, instructions, packaging, labels, fixings and other items supplied.

Customers are responsible for correctly completing any customs documentation associated with their return. The shipment should be clearly identified as returned goods where appropriate.

MPS cannot be responsible for customs charges arising from incorrectly completed return documentation.

Please contact us before shipping an international return if you are unsure about the required procedure.

We strongly recommend using a tracked and appropriately insured service. The sender is responsible for ensuring that returned goods are adequately packaged and reach us safely.

Different statutory rights may apply depending on the customer's country of residence, and nothing in this policy is intended to exclude rights that cannot legally be excluded.

Delivery Delays

Delivery estimates are provided in good faith but may occasionally be affected by supplier, manufacturer, customs or courier delays.

Please contact us if your order has not arrived within the expected timeframe so that we can investigate.

Nothing in this section limits any statutory rights you may have regarding late or undelivered goods.

Unless a different delivery timeframe has been agreed, UK consumer law generally requires goods to be delivered without undue delay and within 30 days.

How to Request a Return

Before returning any goods to Motorcycle Performance Store (MPS), please contact us to notify us of the return and obtain the appropriate return instructions.

When contacting us, please provide:

• Your order number
• Your name and contact details
• The product you wish to return
• The reason for the return
• Photographs or other relevant information where the product is faulty, damaged, incorrect or not as described

We will then provide the appropriate return instructions.

Order Number or Order Confirmation Must Be Included

Your MPS order number or a copy of your order confirmation must be included inside the return parcel.

This allows us to identify the returned goods and correctly link the return to your original order.

Returns received without an order number or order confirmation may take longer to process while we attempt to identify the customer and corresponding order.

Preparing Your Return

Before sending your return, please ensure that:

• The goods are securely packaged to prevent damage during transit.
• Your MPS order number or a copy of your order confirmation is included inside the parcel.
• The product is returned new and unused, except for reasonable inspection permitted by law.
• All original accessories, fixings, instructions, labels and other supplied components are included.
• Original packaging is included wherever reasonably possible.
• An appropriate return delivery service is used.
• You retain proof of postage and tracking information until the return has been processed.

Please do not send products back without sufficient information for us to identify your order.

Failure to include your order number or order confirmation may result in delays in identifying and processing your return.

Your Statutory Rights

This policy is intended to operate alongside, and not replace, restrict or exclude, your statutory consumer rights.

For UK consumers, relevant legislation includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.