Refund policy
Returns and refunds
Right of withdrawal
A customer acting as a consumer has the right to withdraw from a distance contract without giving any reason within 14 days from the day on which the customer, or a third party designated by the customer other than the carrier, receives the goods.
If several products from one order are delivered separately, the withdrawal period begins when the last product or shipment is received.
To exercise the right of withdrawal, the customer must inform us of the decision before the 14-day period expires by means of a clear statement.
The request can be sent by email or post. For eligible orders, customers can also use the online Returns and cancellations function through their MotoParts Plus customer account.
The online function is not the only way to exercise the statutory right of withdrawal.
Contact details
Spencer d.o.o.
Kaptolska 11
31000 Osijek
Email: sales@motoparts-plus.com
Phone: 095 800 3030
MotoParts Plus store, warehouse and personal pickup
MotoParts Plus - Osijek
Ivana Gundulića 59a
31000 Osijek
In the withdrawal statement, we recommend including the order number, the customer's first and last name, contact details and the products for which withdrawal is requested.
Returning products
The customer must return the goods without undue delay and no later than 14 days after informing us of the withdrawal.
Where the customer withdraws simply because they changed their mind, the direct cost of returning the goods is borne by the customer, unless we have expressly agreed to bear that cost or applicable law provides otherwise.
This rule does not apply to justified claims concerning defective, damaged or incorrectly delivered goods; such cases are handled in accordance with applicable law.
Please contact us before returning goods so that we can provide the appropriate return address and instructions.
Condition of returned goods
The customer is responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where possible, please return the product with all parts, accessories and documentation supplied with it.
Refunds
If the customer validly withdraws from the contract, we will refund all payments received under the withdrawn contract without undue delay and no later than 14 days after receiving the withdrawal notice.
The refund also includes the cost of the least expensive standard delivery method that we offered for the relevant order.
If the customer expressly selected a more expensive delivery method than the least expensive standard delivery option offered, we are not required to refund the additional delivery cost resulting from that choice.
We may withhold the refund until we receive the returned goods or until the customer provides evidence that the goods have been sent back, whichever occurs first.
Refunds are made using the same payment method originally used by the customer, unless expressly agreed otherwise and provided that the customer does not incur additional costs.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in cases where applicable law excludes that right.
This includes, among other cases, goods made to the consumer's specifications or goods that are clearly customised or personalised for the consumer, as well as other statutory exceptions.
The fact that a product is not currently held in our stock or that we order it from a supplier after receiving the customer's order does not by itself exclude the statutory right of withdrawal.
Complaints and product defects
If a product is damaged, defective, does not conform to the contract or an incorrect product has been delivered, please contact us as soon as possible at sales@motoparts-plus.com or 095 800 3030, including a description of the issue and, where possible, photographs.
For justified claims, the consumer does not bear costs necessary to exercise their statutory rights.
We will handle justified complaints in accordance with applicable law and agree on an appropriate remedy depending on the circumstances and applicable statutory conditions.