Customer Service

1.⠀Payment

Our payment methods

We use Pay.nl as our payment provider. Pay.nl assure a fast and safe transaction from your bank account to ours, through your favourite payment handler like iDEAL, PayPal or Bancontact.

* At some payment providers we add extra administration costs, please read the paragaph below why we do this.

iDEAL
PayPal *
SOFORT
Visa Mastercard *
Payconiq
Bancontact
Giropay
Postepay
Nexi
Carte Bleue
EPS uberweisung

Administration costs:

For some payment providers we need to check the transactions by hand, which is time consuming and need to be done to be 100% sure if the payments are done right. Apart of that, all the payment methods and providers ask for a fee to receive money, that's their way how to make money. We need to use these payment providers to ensure a safe payment from your bank account to ours. To keep prices low for the motorcycle parts on our website, we gain just small margins. Because of that reason we ask for a commission fee at a few of our payment providers.

We'll charge a commission if you pay by credit card (1,75% + €0,15). The reason of this is because we need to pay this percentage to our payment provider to receive the money. Find out more overhere:Payment commissions

We'll charge a commission if you pay by PayPal (3,5% + €0,35). The reason of this is because we need to pay this percentage to PayPal to receive the money. We accept PayPal payments for amounts lower than 299 euros. To amounts heigher than 299 euros, this payment option won't be available. Find out more overhere:PayPal commissions

2.⠀Delivery

An article has been in back-order for quite a while. Can I get my money back?
No, as an article in back-order status this already ordered from a supplier. This product will be produced/delivered specifically for you.

An article is in backorder and will be send later. Do I have to pay shipping costs again?
No, you only pay shippings costs once. If something is send later this is done without extra charge.

Can I track my order with Track & Trace?
Yes, after shipping you can track the package online on our site. This way you know exactly when to expect your order.

I have ordered something at MotoSparepartner but didn't get a confirmation. Didsomething went wrong?
As soon as you place an order at MotoSparepartner you receive an email. If you didn't get the email, something went wrong. Email us your address and order number via the email form at Customer Service and we will check what went wrong.

I have placed an order and got a confirmation but haven't heard from it since.
Normally you only hear from us when we have send (a part of) your order. It is possible that an article is in order for a longer time, then you don't hear anything from us. You can check this yourself at ‘Order Status’ on the site. If your order is in progress there it means we haven't forgotten about it. If we know more about the delivery time we will show that information there also.

I haven't received an invoice, how do I get an invoice?
As soon as your order has been payed and completely send, we make an invoice for it. This invoice can be downloaded and printed under 'Order status' on the site.

Is the data about by order at 'Order Status' up to date?
Yes, all data on the site are always up to date. The site is directly linked to our order system. What you see at 'Order Status' is always up to date.

There is an article in back-order, what does this mean?
If an article is in back-order it means we and our supplier didn't have it in stock. We have to wait until the supplier gets new stock. Most of the times this takes 20 to 40 work days.

What happens if I’m not at home when the mail man comes with a package?
Then the delivery company do his own procedure for this situation.

When will you start selling parts for a new brand/model?
If your brand or model is not listed yet, we don't have plans to sell parts for it yet. If you think we really should list your model please let us know by sending an email to our customer service and we will try to help you.

Who takes care of the delivery of my order?
Delivery is taken care of by DPD. Packages are delivered to your door. If you are not at home, the delivery man will try again later or will let you know where you can collect your package.

3.⠀Exchange and Returns

Return Policy MotoSparePartner

"Exchanges and returns"

You have the right to return your items within 14 days after you received it. We'll refund the value of the goods as soon as the items arrive to our warehouse. We can generate a return label for many countries from the European Union. Just send us an email to ask what you need to do.

"I have received an article but it is not correct or it isn't what I expected. Can I return it?"

MotoSparePartner wants you to be completely satisfied with your on-line shopping experience. If an article you purchased from us is defective or simply not to your satisfaction, you may return it within 14 days of receipt for an exchange or a refund of your purchase price. See also: 'How do I return something?'

"How do I return something?"

Returning articles will done at your own costs. Should it be our fault you will be reimbursed for the shipping costs afterwards.

NB: When returning articles add a note with the following: your name, customer number, order number and the reason of returning. Without that data we can't process your returned shipment. Please explain the situation and what you want us to do with it.

Send your shipment to:

MotoSparePartner
Rijkstraatweg 97 (Afdeling retouren)
7391MJ
Twello
The Netherlands

Don't forget all your details and order number in the note!

4.⠀Compliance and Warranty

MotoSparepartner guarantees that the products and / or services meet the contract specifications stated in the offer, the reasonable requirements of reliability and / or usability and on the date of the conclusion of the agreement existing legal provisions and / or government regulations. If agreed, MotoSparepartner also guarantees that the product is suitable for other than normal use.

A MotoSparepartner, manufacturer or importer does not affect the legal rights and claims that can enforce the consumer under the contract against MotoSparepartner.

Any defects or incorrectly delivered goods must be reported within 3 days after delivery to MotoSparepartner by letter. Return of goods must be in original packaging and in new condition. This does not apply for wrongly ordered products, if the buyer ordered the wrong product, the buyer gets a percentage of 65% of the purchase price minus shipping costs.

The warranty MotoSparepartner corresponds to the manufacturer's warranty period. MotoSparepartner however never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.

The guarantee does not apply if:

Consumer products supplied has repaired itself and / or processed by third parties to repair and / or processing;
The products supplied are exposed to abnormal conditions or otherwise careless handling or contrary to the instructions of MotoSparepartner and / or on the packaging;
The defective in whole or in part the result of regulations that the government has made or will make regarding the nature or quality of the materials used.

5.⠀Privacy Policy

MotoSparepartner protects the privacy of its visitors. To give you insight in the way MotoSparepartner deals with your personal details this privacy policy was made.

Personal Details
We will not give your personal details to third parties. We value your trust in us and will do everything to protect your personal details. By request we can send you the details we have on you.

On MotoSparepartner there is interaction between the visitor and our server. All interactive services on MotoSparepartner communicate directly with the visitor without human intervention or checks.

MotoSparepartner has extensive means of following the surfing behaveour of its visitors and uses these techniques almost constantly. My the ability to monitor the surfing of the visitors on MotoSparepartner we are able to improve and extend the MotoSparepartner website considerably.

No rights can be claimed on the information above in any way. MotoSparepartner reserves the right to change or extend this document without any notification.

Cookies
A cookie is a small amount of data, which often includes an anonymous unique identifier that is sent to your browser from a website's computer and stored on your computer's hard drive. Each website can send its own cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a web site to access the cookies it has already sent to you, not the cookies sent to you by other sites. MotoSparepartner uses cookies keep track of your order list and wish list. When you don't accept our cookies the functionality of our site is reduced.

Our newsletter
When you decide you don't want to receive our newsletter any more, just unsubscribe by clicking the link at the bottom of the newsletter or click newsletter on MotoSparepartner.

Questions about our Privacy Policy
If you have any questions concerning our Privacy Policy you can email us using the email form at Customer Service. Ofcourse we appreciate good suggestions. Do not hesitate to tell us on which points we can improve our service.

Customers rate us 9.5 / 10 !