Refund policy
Not happy with your purchase?
You have 30 days from the date you receive your order to return any item for a full refund of the item price - no questions asked.
Within the first 14 days, we'll also refund your original standard shipping cost. This is your statutory right under the EU Consumer Rights Directive (2011/83/EU). If you paid for express or upgraded delivery, we'll refund the equivalent of our standard shipping rate, as per law. After day 14, only the item price is refunded - the original shipping cost is non-refundable.
To start a return, please register it via our return portal for customers in Denmark and Sweden, or international return form for international customer.
Once you've registered, in accordance with EU consumer protection laws, you have 14 days to send the item(s) back to us.
RETURN SHIPPING COSTS & PROCESS
Return shipping costs are your responsibility, unless the return is due to a warranty or defect issue (which must be agreed with us in advance).
For Denmark and Sweden, you can buy a return label through our portal (DKK 59 / SEK equivalent) or arrange your own tracked shipping.
For international orders with a delivery address outside of Denmark and Sweden, you must arrange the return shipment yourself using your preferred carrier, we don't provide labels outside Denmark and Sweden. Please remember, that customer is responsible for the return delivery, so we highly recommend using the tracked delivery option.
All parcels must be sent directly to our address with delivery service. WE DO NOT collect packages sent to parcel lockers or post offices.
Please use a service that requires a signature or confirmed handover upon delivery - not one that leaves parcels unattended (such as DAO in Denmark). Our location is not always staffed, and parcels left outside our dedicated delivery zone cannot be guaranteed to reach us. If we don't receive your return or it goes missing after unattended delivery, we're unable to process a refund.
We process your refund within 7 business days of receiving and inspecting the item. You'll get an automatic email confirmation when it's done. Depending on your payment provider, the amount may take up to 10 days to appear in your account.
We don't currently offer direct exchanges. If you need a different size, please place a new order.
Please note that you are responsible for any damage to goods during transport if the return is not properly packaged. Read more in our general return conditions below.
GENERAL RETURN CONDITIONS
Please note that Moto Lounge is not responsible for any return shipping costs or taxes left to be paid.
You are responsible for any damage during transit if the item is not packed securely.
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.
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 point instead of our address, we cannot issue a refund. In exceptional cases where we can retrieve it (not guaranteed), a DKK 199 handling fee will be deducted.
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.
Exchanges are only possible in special cases and when 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.
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.
International shipping outside the EU is non-refundable.
HOW TO RETURN
You can return the items bought online within 30 days of receiving your order and get a full product price refund.
1. Pack the item(s).
2. Register your return
3. Send your return
PURCHASES AT PHYSICAL VENUES AND POP-UP LOCATIONS
Items purchased at any of our physical venues - including pop-ups, showrooms, or events - cannot be refunded. You can however exchange the item to a product we have in our stock, or receive a store credit voucher within 30 days of purchase, unless advertised differently.
If you bought a pre-order item at a physical venue (a standard product or size that wasn't available to try at the time of purchase and had to be ordered from our supplier), the same rules apply - exchange or store credit within 30 days, no refund.
Final sale items are not exchangeable and refundable.
Special orders for tailored or customised products cannot be returned or exchanged.