Our Delivery & Returns Policy
Shipping & Returns
Motabitz Delivery Policy
We are able to deliver to the United Kingdom . Please see the relevant section below for full details of how and where we deliver:-
Our Delivery Charges for the United Kingdom
In order to provide a cost effective ‘delivery included’ service we rely on deliveries being delivered at the first attempt. Please try to ensure that someone is at home to accept your delivery as we use ‘signed for’ services for 99.9% of our deliveries. We are happy to deliver to work addresses if this is a more effective solution for you. It is often a quicker method of delivery as carriers prioritize these deliveries.
Please ensure that you have checked the goods before signing for them as we cannot always claim for damage if you sign without checking. Any damage to the goods should be pointed out to the carrier at the time of delivery and then reported to us within 24 hours of delivery.
If after 2 weeks you have not received your order then please contact us at once. Your order may have been lost by the carrier and we cannot make a claim on your behalf if more than 21 days has elapsed since the order was sent
There is a delivery charge of £5.99 per order for items up to £99. Carriage on all orders over £99 is Free except for roof box orders which are usually charged at £10 but may incure additional charges depending on location.
Where we deliver
*We deliver to all postal areas in the UK, but delivery of certain products to the Channel Islands, Isles of Scilly, Isle of Wight, the Isle of Man, Northern Ireland and Scottish Islands and Highlands with post codes including AB31-38,41-45,51-56,FK19-21,IV1-63,KW1-14,PA20-40,PH1-10,15-26,30-44,49,50, may not always be possible or may incur a further delivery charge.
We will advise of this additional charge by email or phone when you will have the opportunity to accept or decline. If you decline we will of course refund you in full
For security reasons we cannot deliver to a BFPO address. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.
How we deliver
We dispatch orders for delivery using:-
• Royal Mail postal services
• Independent carriers usually FedEx, Nightfreight or Tuffnells. These deliver Monday to Friday.
All orders need a signature on delivery except those where you request your order to be left without a signature. These will be left at your own risk as we cannot be responsible for orders left without a signature. If you require your order to be left then please leave a note in the space provided or email us. No instructions to leave without a signature will be considered unless it is left with the order or a separate e mail from the same e mail address as the order.
We also offer delivery using our priority service:-
For an additional payment we will prioritize your order and dispatch using an overnight carrier. Orders received after 1pm may not be processed until the following day. Please contact us for a quote or if you must have goods by a particular time or date. Saturday deliveries can be arranged but will incur an extra delivery charge.
We will choose the most effective method of delivery based on the value of your order, the content, the cost to us of delivery & getting your order to you safely & as fast as possible.
When to expect your order
We endeavor to dispatch orders on the same day if the item is in stock in our warehouse.
The delivery times & details quoted below apply to products in stock where you have not asked for or paid for our priority delivery service.
• Items sent by post will be delivered with your normal mail and should be expected 2 & 3 days after the date of dispatch.
• Items sent by parcel post may be delivered anytime between 3 & 5 days after dispatch.
• Our carriers may deliver at any time between 8am and 6.30pm and up to 5 days after dispatch.
• Deliveries to work addresses by carriers normally arrive quicker than home deliveries.
The above delivery times are those quoted by the independant carriers and as such are out of our control.
Delivery to addresses on islands or in remote areas of the UK mainland may take longer than our usual delivery times.
What happens if we are unable to deliver?
Motabitz deliveries will usually be made during Monday to Friday between 8am and 6.30pm.
We realise that occasionally we may try to deliver an order and you (or the intended recipient) may not be available to sign for the goods or the item may be too large to post.
If our delivery agent is unable to deliver at the first attempt they will leave a card at the delivery address confirming that they have tried to deliver. This card contains details for you to arrange to collect the order directly from their depot or to arrange a convenient time to deliver. The goods will only be held for a limited time. Please respond within the timescale mentioned on the card. If the item is then returned to us you will be liable for any costs that have or will be incurred.
Delivery days are Monday to Friday. Saturday deliveries can be arranged where possible, however extra charges will apply.
Motabitz Instore returns policy
Motabitz always try to offer top quality products. However, we understand that sometimes you may need to exchange or return an item purchased from one of our stores.
To make returning an item easier please check items carefully before you use or install them. Please keep your receipt as this acts as your proof of purchase and enables you to return items to a different store than you purchased from.
If I no longer need an item...
Within 28 days
- Most things you buy are covered by our 28 day no quibble refund policy. All we ask is that you return them to us unused, in their original undamaged packaging, in a saleable condition, with your receipt.
- If you don't have your receipt, please return to the store you purchased the item from. You will need an alternative proof of purchase & we can exchange the item or give you a refund with gift vouchers.
- Special order items not held by us in stock are not be covered by our 28 day scheme unless faulty. Your receipt will advise that these items have been specially ordered for you and that should you wish to return them a handling charge will apply or in some circumstances the items are un-returnable.
- Items that are adapted or made specific to you are also un-returnable. These include Number Plates, special order paint service & graphics.
- Items that have been set up for use, registered or fitted are not included in our 28 day scheme unless faulty. These include all technology products (sat nav, in car entertainment etc), batteries, bulbs, wipers.
- Our 28 day no quibble policy does not affect your statutory rights.
What if an item is faulty...
If you bring it back to us within 28 days with your proof of purchase, we'll give you a replacement or a refund.
From 29 days up to 1 year, we act in this order: we'll repair the product or, if not possible, give you a replacement or, if that's not possible, a refund.
In the case of items with a guarantee longer than 1 year we will act in the same way as above.
In regard to car batteries where it can be difficult to ascertain if the battery or car is at fault. Our policy includes an offer to exchange the battery on one occasion within the first six months of purchase even if we do not consider the battery to be at fault. Whenever items are exchanged under warranty the original date of purchase still applies for calculating any guarantee period.
This does not affect your statutory rights.
Cancelling an online order
If you wish to change or cancel an order before despatch please contact our Customer Services team on 0845 386 6030 between 9am and 5pm Monday to Friday.
It would be helpful if you could have the following details to hand:
- Customer name
- Order number
- Date of the order
Orders are normally processed immediately so we may have already packaged your order and made arrangements for it to be sent to you. If this is the case then we cannot always stop the order from being sent. Once you receive the order, you will have to return it to us within 28 days of delivery (see our Returns section for further details on our returns policy).
If you wish to cancel the order within 7 days after delivery, we will refund the cost of the item & the cost of delivery but not the cost of returning the item to us.
Returns policy & procedure for online orders
We are pretty certain that you will be delighted with any product purchased from us but if you wish to return an item to us then we will try to make it as easy as we can. Any item may be returned for any reason within 7 days of the date of despatch so long as it is unused, undamaged and in original packaging.
We will refund the price of the item and cost of delivery to the purchaser but the cost of carriage to return the unwanted item to us will be at your cost.
If an item arrives damaged or becomes faulty we will arrange to replace it at our cost (up to 90 days after purchase).
After 90 days we may offer to collect the item and arrange for it to be repaired where appropriate (again at our cost).
We will keep you informed about the progress of any replacement products. This does not affect your statutory rights.
Procedure for exchanging or returning an item:
If you would like to request a return, please send an email to our customer service team outlining the item you would like to return, your original order number, our stock number and the reason. Please tell us if you would like the product exchanged or refunded.
We will respond as soon as we can giving a returns note authorisation number and details of when our carrier will collect the item. Please print this email and enclose it with your item as it will give us all the details we need to process your refund or replacement.
Please package the item securely for transit, using the manufacturers original packaging if available, and remember to enclose all the individual items that combine to make the product complete including instruction manuals, fixing screws etc.
Once we have received and processed the returned item we will process the refund or despatch the replacement item.
To discuss the return of any item, contact our Customer Services Team on 0845 386 6030 between 9am and 5pm Monday to Friday.