Warranty claims, returns and guarantee
WHAT IF YOUR GOODS ARRIVE DAMAGED?
When receiving your delivery, carefully check the packaging and the condition of the product. If it is already apparent upon delivery that something is wrong with the shipment, do not accept it from the carrier. If the shipment appears to be in good condition at first glance but the product inside is damaged, it is important to report the incident to the carrier as soon as possible. We also recommend reporting the situation by email to: reklamace@motoe.cz
INFORMATION REQUIRED TO SUBMIT A CLAIM FOR GOODS DELIVERED DAMAGED
- Send claims for damaged shipments by email together with photographs (photograph the damaged product and its packaging).
- Include the sales document (invoice) number or order number in your email.
- Describe the circumstances of the delivery and how the damage was discovered.
HAVE YOU RECEIVED AN INCOMPLETE OR INCORRECT PRODUCT?
If you have received a product other than the one you ordered, or if the description on the sales document does not match the product, please contact our sales department by email: expedice@motoe.cz
Please also contact us if the product is incomplete.
INCLUDE THE FOLLOWING INFORMATION IN YOUR EMAIL
Incomplete product
• order or invoice number
• attach a photograph of the label showing the serial number and product code
• description of the missing part
Incorrect product
• order or invoice number
• attach a photograph of the label showing the serial number and product code
• description of the product you received
The relevant department will contact you as soon as possible and advise you on how to resolve the situation quickly and without unnecessary additional costs.
HOW DO YOU SUBMIT A CLAIM?
Have you purchased goods that stopped working after some time, do not work correctly or have developed a defect? We have prepared instructions on how to submit a claim for a product purchased from motoe.cz. We will resolve your claim as quickly as possible, but no later than thirty calendar days after receiving it, as required by law.
Before sending a product for a claim, we recommend contacting the service centre by telephone. Some products do not need to be sent to the service centre, as a service technician will come directly to your home to repair them (electric motorcycles).
If you send the product to the service centre, we recommend packing it carefully to protect it from damage during transport. The safest packaging is usually the product's original packaging, which is specifically designed to protect it during transport. Remember to include a copy of your proof of purchase (invoice), a covering letter with a precise description of the fault and your contact details, so that the service centre can inform you about the progress and completion of the repair.
Please note: Always submit the product complete with all accessories to avoid delays in resolving your claim. For a battery claim, you must always send the charger as well.
When handing over scooters for repairs under or outside the warranty, make sure they are dry and free of heavy dirt. If excessively dirty equipment is delivered to the service department or handed over for repair at the service location, a cleaning and maintenance fee may be charged, including for repairs under warranty.
CLAIM FORM (you may use our form)
Send the product to:
Rulyt s.r.o. – Claims Department ŽATEC, Lounská 891, 438 01 Žatec – all products except electric motorcycles and treadmills, which we service directly at the customer's home or business premises.
What happens if a product has an irreparable defect?
If an authorised service centre determines that the product has an irreparable defect, you may choose whether to request a refund of the amount paid or exchange the goods for a new or different product. The product will also be treated as having an irreparable defect if 30 calendar days have elapsed since your claim was received. In that case, you have the same rights (replacement or refund).
What about the costs associated with a claim?
If the service centre accepts your claim as justified, or if the goods cannot be repaired due to an irreparable defect, you are entitled to reimbursement of the necessary costs associated with handling the claim. These primarily include postage for sending the goods to an authorised service centre for repair. However, you are not entitled to reimbursement of these expenses if your claim is rejected as unjustified. Please scan or photograph the service report (repair record) and send it together with the sales document number by email to reklamace@motoe.cz. We will inform you of the next steps.
If you have any questions about the claims procedure or would like to check the status of your claim, please call us on +420 777 736 214 or email: reklamace@motoe.cz
We will be happy to help!
RETURNS AND WITHDRAWAL FROM THE CONTRACT
For information on returning goods and withdrawing from the purchase contract, including the procedure and return address, please see our Terms and Conditions.