General Conditions
All requests for exchanges or returns must be made within 7 (seven) days from the date of delivery, except for Fashion items, which have a period of 30 (thirty) calendar days. These requests must be communicated to our Customer Service Department via phone at +39 333 572 3868.
You may exchange the size or color of Fashion items or replace them with any product available for sale on the website, regardless of category, brand, or collection.
Since fashion collections operate with limited inventory, most products cannot be restocked. If the purchased product is out of stock, an exchange for the same model will not be possible.
L2 Moto Company is not responsible for processing exchange or return requests for products that have not been properly communicated, are outside the stated period, or are missing accessories/items that accompany them.
When to Refuse the Product
Products are shipped exactly as received from the manufacturer. If you encounter any of the following situations, refuse the delivery and write the reason for refusal on the back of the DANFE (Auxiliary Document of the Electronic Invoice):
- Opened or damaged packaging
- Damaged product
- Product different from what was ordered
- Missing accessories
Exchange and Return Policy
Returns of any product must be made within 7 (seven) days from the delivery date, except for Fashion items, which have a 30 (thirty) calendar day return period. During this time, if the product has a defect or if you are not satisfied with your purchase, contact our Customer Service Department at +39 333 572 3868 to request an exchange.
To exchange a product, the following conditions must be met:
- The product must be returned in its original packaging, with no signs of use, and without violating the original manufacturer’s seal. It must include the DANFE (Auxiliary Document of the Electronic Invoice), the manual, and all accessories.
- For Fashion items, the product must have its original tag/seal attached.
- If you still accept a defective or incorrect product, please contact our Customer Service Department within 72 hours.
- To request a return, contact us at +39 333 572 3868.
Shipping Instructions
The customer is responsible for all shipping costs related to merchandise transportation. No reimbursement will be issued for shipping costs in the following cases:
- Right of withdrawal (change of mind)
- Reshipping due to customer error, non-compliance, or omission
- Shipping and return of products under warranty
To return a product, follow these instructions:
- Pack the product in its original or similar packaging.
- Include all items/accessories that came with the product.
- Attach the second copy of the DANFE received at the time of delivery. This document is essential for product identification.
- Write the reason for the return on the back of the DANFE.
All necessary instructions will be provided by the Customer Service Department at +39 333 572 3868.
Processing Time for Exchanges
L2 Moto Company has up to 30 (thirty) calendar days, starting from the date the product is received at our Distribution Center, to verify whether the request complies with the Exchange and Return Policy. If the request is approved, a new product will be sent to the customer.
Refund of Paid Amount
L2 Moto Company will process the refund using the same payment method chosen at the time of purchase.
- For purchases made via PagSeguro, the refund will be processed through the PagSeguro system, following their established procedures and timelines.
- The refund process will only begin after the returned product is received and analyzed at the L2 Moto Company Distribution Center.
Important: L2 Moto Company is not responsible for processing exchanges or returns of any product that has not been properly communicated to Customer Service, is outside the return period, or is missing required accessories/items.
Exchanges & Returns
For further assistance, contact our Customer Service Department at +39 333 572 3868.