Refund policy

How to return an item, make a warranty claim or exchange

All returns, exchanges and warranty claims are made on our returns page. Sign in to your trade account and start here:

Enter the SKU of the item, then choose which of your orders it came from. There is no need to trace the original order, even if you have bought the same item on more than one order. Tell us the reason and whether you would like a refund or an exchange, and add any notes. For a warranty claim, include a clear description of the issue and photographs that show the problem.

Once we have reviewed your request we will email you a returns number. Please clearly label your parcel with this number to avoid processing delays. Please do not send anything back before you have your returns number.

Returns and exchanges

We only accept returns that meet all of the following conditions:

The request is made within 30 days of receiving your item(s)
The item has not been fitted or attempted to be fitted
The item is returned in its original packaging
All components are present and the item is in resaleable condition

All returns are subject to inspection on arrival. If an item does not meet these conditions, it will be sent back to you at your cost. While in transit, and until your return is approved, the item remains your responsibility.

If you are unsure whether an item qualifies, contact us at sales@motohaus.com before sending anything.

Warranty

SW-Motech: 2 years from the date of purchase
NEXX: 3 years from the date of purchase
Ventura: 12 months from the date of purchase
Bruhl: 12 months from the date of purchase
ComfortAir: 2 years from the date of purchase
KEIS: lifetime warranty on heating elements (purchased on or after September 2014); 2 years on the garment and on accessories; 180 days on portable battery packs; 2 years on all other materials

KEIS warranty applies wherever the product was purchased in the UK. Replacing internal fuses because the garment was plugged into a faulty connection, power supply or another garment (KEIS or another brand) may not be covered.

Start a warranty claim on the returns page above. Our Customer Service Team will assess the claim and guide you through the next steps.

Refunds and credit

If you operate on credit terms and your return is accepted, a credit note will be assigned to your account. It can take 5–10 working days to appear.

If you paid at checkout, a refund will be processed and can take 5–10 working days.

Cancelling an order

We aim to despatch all in-stock items within 1 business day of the order being placed. To cancel, you must notify us the same working day. We will make every effort to cancel in time, but cancellation is not guaranteed once an item is being processed for despatch. Out-of-stock items can be cancelled any time before they are restocked and fulfilled.

If your order has already been despatched, follow the returns process above. We do not cover return postage for cancelled orders.

Fitment & compatibility

We provide extensive resources to help you confirm fitment before purchase. If you are unsure about compatibility with your bike, contact our team before ordering. When your part arrives, we strongly recommend offering it up to the bike without installing it. If it appears incompatible, do not proceed with installation: start a return straight away.

Questions and returns address

For any returns question, email sales@motohaus.com. Once you have your returns number, send your parcel to:

Motohaus Powersports Limited
Unit 1a Rose Estate
Osborn Way
Hook
RG27 9UT
United Kingdom