Returns and Complaints

How can I return an item?

If you decide to return an item, you must cover the return shipping costs and arrange the shipment yourself.

Are returns and exchanges from abroad free of charge?

No, we do not cover the cost of returns or exchanges, nor do we organize shipments from other countries at our expense. Free returns are only available within Poland.

How do I exchange a product?

Exchanging a product means returning the purchased item and placing a new order. For example, if you ordered a motorcycle jacket that is too small, return it and place a separate order for a larger size. Please note that exchanges are only possible when the prices of the products match.

How can I return or file a complaint about a product?

We want every customer to have full access to their consumer rights.

If you have internet access, follow these steps:

1. Go to https://www.gmoto.de/gibt-zuruck.
2. Fill out the return or complaint form – it only takes a few minutes!
3. Within 24 hours (on business days), our specialist will contact you by phone or email to guide you through the next steps.
4. Securely pack the item you want to return or claim under warranty. Include the receipt/invoice in the package.
5. Send the package to Packeta.de 92467716 Schloßplatz 2, 08648 Bad Brambach.

Where can I find my order number on the invoice?

Your order number is listed in two places on the invoice:

• Under the barcode in the top right corner.
• Below the order summary table, in the middle-left section.

Where can I find my order number on the receipt?

Your order number is located under the barcode at the bottom of the receipt.

When will my return or complaint be processed?

We have up to 14 business days to review a return or complaint. However, we usually process them much faster, within just a few days. In some cases, the process may take longer if it depends on the supplier or manufacturer.

I received an incorrect product in my order. What should I do?

If your package includes one or more incorrect items (e.g., we sent you products you did not order), please contact us. Our specialist will respond within 24 hours (on business days).

Can I return an item via cash on delivery?

No, we do not accept cash-on-delivery returns. To return an item, please complete the return or complaint form. Follow the correct procedure to ensure your return is processed smoothly.

How should I pack an item for return?

The item must be carefully packed to prevent damage during transport. You do not have to use the original packaging from your delivery.

I don’t have a receipt with my order number and want to return an item. What should I do?

If you don’t have a receipt or VAT invoice, log in to your Gmoto account and go to the "My Orders" tab. Your order number is also included in text messages and emails related to your order.

When completing the online complaint form, select the option indicating that you do not have a purchase receipt and proceed with the process.

How does the refund process work?

When you return a product, you will receive a full refund to your bank account. You must provide your bank account details when filling out the online return form. The money will be credited to your account within 72 hours after processing.

Manufacturer’s warranty

Every product comes with a manufacturer’s warranty and is eligible for a complaint process, assessed on a case-by-case basis. However, electrical parts such as bulbs, coils, electrical installations, and voltage regulators are excluded from the warranty.

Can I return a used product?

Only products without signs of use can be returned. However, if the product develops a defect during use, you may submit a warranty claim.

For mechanical parts, a proof of installation is required for processing a return.

When returning an item, include all elements received at purchase (e.g., undamaged packaging, manual, receipt, invoice). Clothing, shoes, and helmets must have their original tags attached. The product page in the online shop will indicate whether an item is eligible for return.

I don’t have a receipt and want to return an item. What should I do?

If you want to return a product but don’t have the receipt or VAT invoice, check the box "I declare that I have lost the receipt" when filling out the electronic return or complaint form and sign the declaration.

What should I do if the number of items on my receipt/invoice doesn’t match the package contents?

If your received package is not damaged (seals and packaging are intact), use the electronic return or complaint form to report any discrepancies between the package contents and your order. Within 24 hours (on business days), our specialist will contact you via phone or email to explain the next steps.

What should I do if I receive a damaged package?

We take great care in packing orders to protect your purchased items. Every package is sealed with Gmoto-branded tape. If you notice that the tape or packaging is damaged, open the package in the presence of the courier and check whether your order is complete and undamaged.

If any products are missing or damaged, the courier is required to file a damage report. (This does not have to be done immediately; depending on the shipping provider, this may take a few days.)

If you notice package damage after the courier has left, contact the shipping company immediately.