Refund policy
DR MOTO Returns & Exchanges Policy
We want you to be stoked with your purchase. If something isn’t quite right, you can return it within 14 days of receiving your order for an exchange (recommended), store credit, or refund (shipping costs excluded), provided the conditions below are met.
🔁 How to Request a Return
1. Log in to your DR MOTO online account
2. Select the order that contains the item you wish to return
3. Click Request Return and complete the online form
4. Wait for return approval and instructions from our team
5. Once approved, follow the return instructions and send the item back safely
✅ Return Conditions
To be eligible for a return, items must:
• Be new, unused, and in saleable condition
• Include all original packaging, tags, labels, and accessories
• Be securely packaged (no courier labels or tape on product packaging)
• Not have been fitted, installed, or used
• Have an online return request submitted and approved before sending
• Clearly display the original order reference number on the outside of the parcel
• Be returned freight paid by the customer
• *If you received FREE FREIGHT, the true freight cost will be passed back onto the customer unless we are to exchange, then we may wave the cost*.
👉 Returns sent without approval may be refused.
Exchanges are the fastest option — your replacement can be processed without waiting for a refund.
🚫 Non-Returnable Items
Please choose carefully, as the following cannot be returned:
Clearance & Sale Items – No returns or exchanges
Helmets & Sanitary gear - Due to safety risks, no returns on helmets or sanitary gear.
Electronics – Not returnable once opened or if seals are broken
Parts & Mechanical Items
• Engine and mechanical parts incorrectly ordered
• Electrical parts (sold without warranty due to installation variables)
• Any part that has been installed or attempted to be fitted
Tools & Chemicals – Opened products cannot be returned
Damaged or Missing Packaging – Items without original packaging cannot be accepted
If you are unsure about suitability, contact us before purchasing to avoid unnecessary freight costs.
🔄 Exchange Process (Recommended)
1. Submit your online return request
2. Wait for approval, then on approval send in a protected box to ensure goods arrive undamaged.
3. Send the item back using a tracked courier (signature required)
4. Clearly write your orginal order number on the parcel
5. If your original order qualified for free shipping, refunds will incurr the true freight costs, if for exchange we will endeavor to absorb the freight costs, same exclusions apply.
Returns that do not meet the conditions may be held until return freight is paid.
💳 Refunds
• Refunds are issued to the original payment method
• Shipping costs are non-refundable
• Please allow up to 7 business days for processing once your return is received and approved
📦 Returns Address
DR MOTO LIMITED
2/74B Maleme Street
Greerton, Tauranga 3112
New Zealand