Terugbetalingsbeleid

Not happy with your purchase?

We're sincerely sorry to hear that! We understand that sometimes things don't go as planned, and we're committed to ensuring your satisfaction when shopping at Moto Lounge.

Please review our return policy below, based on where you made your purchase - either online or in our physical store.

If you are not completely satisfied with your purchase, you can return the item to us and receive a refund for the item within 30 days of receiving it.

Unfortunately, we do not currently offer exchanges. If you need a different size, we recommend placing a new order for the correct one.

You will be responsible for the return shipping costs unless the return is due to a warranty case (this must always be agreed upon with us in advance).

For Denmark and Sweden, you have the option to purchase a return label through our returns portal (a standard return shipment costs 59 kr.) or arrange the return shipping yourself.

If you choose to use a different carrier than the one we offer, you must send the package directly to our address with delivery service. WE DO NOT collect packages sent to parcel lockers or post offices.

For international orders with a delivery address outside of Denmark and Sweden, you must arrange the return shipment yourself using your preferred carrier.

Return shipping deadline - once you've notified us of your intention to return an item, please ensure that the item is shipped back to us within 14 days. This helps us process your return efficiently and in accordance with EU consumer protection laws.

Please note that you are responsible for any damage to goods during transport if the return is not properly packaged. See our terms and conditions for more details on returns below.

GENERAL RETURN CONDITIONS

Please note that Moto Lounge is not responsible for any return shipping costs or taxes left to be paid.

International shipping outside the EU is non-refundable.

All items must be returned unused, unwashed, and in original condition with tags, packaging, and accessories. If this is not followed, the return may be refused, or a fee of 150 DKK plus the cost of any missing accessories may be deducted.

In accordance with EU hygiene regulations, underwear cannot be returned or exchanged unless it is faulty.

When returning an item from a package offer or bundle, all items included in the package must be returned; otherwise, the price of the returned item will be deducted from any discount applied to the entire package upon refund.

If you receive a free gift as part of a promotion (e.g., for purchases over a certain amount) and later return part of your order, reducing the total below the qualifying threshold, the free gift must also be returned. If the free gift is not returned, its value will be deducted from your refund.

Exchanges are only possible if the requested product is currently in stock. If a product purchased at a discount is exchanged for a different size or model that requires ordering from our supplier, the original (non-discounted) price of the product will apply.

Returns must be sent directly to our address.
We do not collect parcels from lockers or parcel shops. If your return is delivered to a pick-up location instead of our address, a refund cannot be issued.
In special cases, if we are able to collect the parcel from the pick-up point (this cannot be guaranteed, though), a handling fee of 199 DKK will be deducted from your refund.

Moto Lounge operates on a Delivered Duty Unpaid basis. This means that any outstanding import duties, clearance fees, brokerage fees, or other additional charges must be paid by the customer upon delivery of the order. Please contact your local customs authority for more information. The customer is fully liable for any parcels returned to Moto Lounge due to unpaid customs charges or overlooked emails from the customs office or chosen carrier. Any postal charges, return shipment costs, customs charges, and handling fees will be deducted from any eligible refund or exchange request.

Uncollected Packages and Return Costs: If a package is not collected from the designated pickup location and is returned to us, we reserve the right to deduct the return shipping costs from any refund issued, or to charge these costs separately if the order is not eligible for a refund.

Return Policy for Online Orders

You can return the items bought online within 30 days of receiving your order and get a full refund.

You can either deliver the product in person during our showroom opening times or send it back to us. Please remember, that according to EU law, the underwear items are nonreturnable.

For an easy and convenient return process for all other products, please follow the below steps.

1. Pack the item(s).

Please ensure that the items you intend to return are unworn, unwashed, and in their original condition, including all tags, packaging, etc. If the items are returned in a condition that is not suitable for resale, such as being dirty, having animal hair, or any similar issues, we may need to charge a repacking fee (150 DKK) or may not be able to process the return.

2. Register your return.

For orders in Denmark and Sweden: Register your return via our Danish return portal or Swedish return portal.

In the return portal, you will be able to request a refund for the product in your desired form and also have the option to purchase a return label directly. Alternatively, you can arrange your own return shipment with your preferred shipping provider. If you choose this option, we recommend using tracked delivery to ensure the package can be monitored. Please note that the customer is responsible for the correct delivery of the returned packages, and Moto Lounge does not take responsibility if returns are not received.

International orders: Register your return using the international return form.

We do not offer return labels for international orders, so you will need to arrange your own return shipment with your preferred shipping provider. We highly recommend using tracked delivery for your return to ensure the package can be monitored. Please note that the customer is responsible for ensuring the correct delivery of returned packages, and Moto Lounge cannot be held responsible if returns are not received.

Customers are responsible for any customs duties, taxes, or fees imposed by the destination country (e.g., UK VAT). If these fees are not paid and the package is returned to us, original shipping costs and return fees will not be refunded

3. Send your return within 14 days after registering it.

The return must be sent to our address directly:

Moto Lounge ApS,

Grønnegyde 2,

5863, Ferritslev Fyn,

Denmark.

After receiving and inspecting your returned item(s), we will process your return within 7 working days. If we require further information for exchange requests, we will contact you. Otherwise, you will automatically receive an email once your order is amended or refunded. Please note that depending on your payment provider, it may take up to 10 days for the refund to reflect in your account

Return policy for orders in a physical shop

In-shop (in-showroom) orders are not refundable, but you can exchange them in the shop/ showroom or receive a credit voucher within 30 days from the day of your purchase.

In-shop purchases of pre-order goods (standard products and sizes that are not available to try at the time of purchase and need to be ordered from our supplier) follow the same rules.

Special orders of tailored or customized products are not refundable.

Have some questions? Feel free to get in touch with us at:

info@moto-lounge.dk or +45 53811905