Orders & Returns

ORDERS

What currency is this?
All items are listed primarily in Singapore Dollars. Yes, its cheaper then US Dollars! 
We also have a Currency converter on the top right hand side of our web store.

 

Can I amend or cancel my order after it has been placed?
We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation.

For more information on how to return your order, refer to the 'Returns' section for more details.

  

I received a wrong item. What should I do?
We're so sorry for mixing up your order!

Please contact us immediately with the following information:

Your order number
The name/ product code of item you have ordered
The name/ product code of item you have received
A photograph of the picking list

We will be in touch on the next steps to take and advise on the availability of replacement. If a replacement is no longer available, an online gift voucher will be provided instead.
Items returned must be unused, unwashed, unaltered and with its original product tags intact.

 

An item is missing from my parcel! What should I do?
Fret not! Do a quick check through your email inbox to see if our team has already reached out to you separately.

If you have not received any notice from us, please email us immediately with the following information:

Your order number
The name/ product code of the missing item
A photograph of the picking list
We will run a check for you

 

GIFT VOUCHERS/ CREDIT VOUCHERS

How do I use my online credit vouchers? 
In your shopping cart, enter the online credit voucher code in 'Gift Card' field and click ‘Apply’. The total payable amount will be updated once the online credit voucher has been successfully applied.
Credit vouchers are not applicable for purchase of Gift Vouchers.

 

Can an online order be returned if an online credit voucher has been used?
Yes! Orders made with online credit vouchers are valid for returns. However, this excludes orders made with promotional/ discounts codes (unless stated otherwise), sale items,
other selected items and return items. 

To check if your item(s) are eligible for a return, please contact us with the product name(s) and receipt number(s).

 

What are the terms of use for my credit voucher?
Online credit vouchers are single use, non-extendable, non-refundable and non-transferable. They are valid for 1 year from the date of issue.

 

What do I do if there’s an error with my online credit voucher?
Please check if:
– The voucher has expired and/or
– The voucher has been used in an order and/or
– You are logged in to the account which the voucher was issued to.

If you're still having trouble, email a screenshot of the error message to motorwerks@av-group.co and we will sort it out for you.

 

EXCHANGES & RETURNS

Can I Exchange or Return My Item?
Yes, you can*! 

For Online Purchases
Singapore: Returns must reach us within 7 calendar days from delivery date.
International: Returns must reach us within 21 calendar days from delivery date.

Contact us for an Exchange Form. Pack your item(s) and a completed Exchange Form together in a parcel. Send your parcel using a traceable** mode of delivery to the address in the Returns Form. 

Motorwerks Asia will not be responsible for any returns or delivery costs. Your returns will be processed within 14 working days from the date we receive your item. We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.

Please ensure that your return item fulfils our Exchange Policy* below before returning. If in doubt, contact us! 

*Exchange Policy
You may exchange your online purchase for another size. We regret that we do not accept exchanges to other designs or due to change of mind. If your desired size or colours is no longer available, your exchange will be processed as an online gift voucher equivalent to the purchase price of the item(s). The online gift voucher will have a one year validity.

Purchases of the following items are final and cannot be returned or exchanged. Sale or discounted items, selected items, headgear, intimates, consumables, hair products accessories, bags and footwear  

All items must be unused, unwashed, unaltered and with its original product tags, stickers, packaging intact. Please note that all exchanges are final, i.e. exchanged items cannot be further returned or exchanged.

To clarify if your item(s) are eligible for a return or exchange, please contact us with the product name(s) and proof or purchase receipt(s).

Any Exchange fees?
No Return Fees will be charged for returns! All you have to do is cover the postage to send the item back to us and we'll take care of everything else! 

How long does it take for my return parcel to be processed?
Your return will be processed within 14 working days from the date we receive your item. (Excluding weekends and public holidays). We'll drop you an email update once your return has been processed!

How will I receive my refund?
An online gift voucher equivalent to the purchase price of the item(s) returned will be issued in your account. Delivery fees, if any, will not be refunded. The online gift voucher will have a one year validity. 

 

 

DEFECTS  

Does my item have a defect?
Please note Manufacturer's Warranty for Helmets and Riding Gear does not cover  wear and tear, wind-noise, damage due to drop, misuse, abuse, accidents or fit for use. To clarify manufacturing
defects, please contact us with the product name(s) and proof or purchase receipt(s).

I received a defective item. What do I do?
We're extremely sorry for sending you a defective item!
If an item arrives visibly damaged, please contact us immediately within 3 calendar days of receiving your order with the following information:

Your order number
The name/ product code of the defected item
Photograph of the defect

We will be in touch on the next steps to take and advise on the availability of replacement. If a replacement is no longer available, an online gift voucher for the will be provided instead. Items returned
must be unused, unwashed, unaltered and with its original product tags intact.

Damaged Upon Arrival
If an item arrives visibly damaged, please contact us immediately. Claims are handled through the shipping carrier, but Motorwerks Asia will assist customers with these claims to the best of our ability.