Returns and Complaints

A return and a complaint are two different things. A return means the goods are fine but you no longer want them (14 days). A complaint means the goods are defective (2 years). There is a form for both at the end of this page.

Returns step by step

1. Notify us within 14 days of receiving the goods: fill in the form or write to [email protected]. State the order number and the products you are returning. You will receive a confirmation by e-mail with return instructions.
2. Pack the goods carefully, if possible in the original packaging with all parts, manuals and accessories. Put the original packaging inside a separate box or bag and do not stick labels directly onto the product box.
3. Send the goods within 14 days of notifying us to Starmoto OÜ, Akadeemia tee 78, 13520 Tallinn, Estonia, or bring them to our shop (Mon–Fri 10:00–18:00). You choose the carrier yourself. We recommend a tracked service, and please keep your proof of postage. We do not accept cash-on-delivery parcels.
4. We inspect the goods and photograph them. If we make a deduction for diminished value, we will send you a written explanation with photos.
5. Refund: we refund the price of the goods and the standard delivery charge paid with the order within 14 days of your notice, but we may wait until the goods have reached us. The money is refunded to the same account or by the same payment method you used to pay.

Try it as you would in a shop: what you may do

The law allows you to examine the goods in the same way as would be possible in a shop. If the goods have been used beyond that, their value is diminished and we deduct that amount from the refund. If the goods can no longer be sold as new, the diminished value may be 100%, meaning no money is refunded.

Packaging: you may take the goods out of their packaging to examine them. If the packaging has been damaged so that the goods cannot be sold as new (e.g. a torn helmet box), we deduct the cost of new packaging or the resulting diminished value.

Electronic components are sent with a tamper seal sticker. We take back a component with an intact seal like any other goods. If the seal has been removed, we consider the component to have been connected. Before you buy, we can check compatibility on request: write to us with the vehicle make, model, year and the code of the old part.

If the diminished value is 100%, you may have the goods sent back to you at your own expense if you wish.

When there is no right of return

• Goods made to your specifications or personalised especially for you.
• A sealed hygiene product whose seal has been opened.
• Goods that have been inseparably mixed with other items (e.g. oil poured into an engine).
• Goods bought in person in our shop: the statutory 14-day right of withdrawal applies to online shop purchases. Returns of purchases made in the shop are by agreement.
• Goods bought as a business (legal entity): returns are by agreement.

Complaint: the goods are defective

Goods are defective if they do not match the order, the description or the usual characteristics: they arrived broken, do not work, are the wrong item or parts are missing. This is not a return, and we bear the costs of a justified complaint.

Complaints step by step

1. Notify us within two months of discovering the defect using the form (select “Complaint”) or write to [email protected].
2. Send photos or a video showing the defect in reply to the confirmation e-mail. We cannot process the complaint without them.
3. Assessment based on the photos: we respond within 15 days. Many cases are resolved at this stage (e.g. we send a replacement part or give fitting advice).
4. Inspection, if necessary. For smaller goods we send you a free return code. Inspection of a vehicle or bulky goods takes place by arrangement at our Tallinn shop or at a partner workshop near you, and we arrange the transport. Before transport we will inform you in writing: if the inspection shows that there is no defect or that it was caused by one of the reasons listed below, we will ask you to reimburse the transport and inspection costs.
5. Decision: if the complaint is justified, we repair or replace the goods or refund the money and bear all costs. If the complaint is not justified, we send a written explanation with photos and, where possible, offer a paid repair.

Your rights

• 2 years: you can make a claim within two years of receiving the goods.
• First year: if a defect becomes apparent within the first year, it is presumed to have existed at the time of receipt, and it is up to us to prove otherwise. This presumption does not apply if there is no defect or it was caused by one of the reasons listed below.
• Repair or replacement: you can require the goods to be repaired or replaced free of charge. If one of these is impossible or unreasonably costly, we will offer the other.
• Price reduction or refund: if repair or replacement is not achieved within a reasonable time, the defect recurs, or it is so serious that waiting for a repair cannot be expected, you can require a price reduction or terminate the contract and receive a refund. The contract cannot be terminated because of a minor defect.
• The manufacturer's warranty (if the product has one) applies in addition to these rights.

Your obligations

• Notify us within two months of discovering the defect.
• Describe and show the defect for each product: what happened and when, photos or a video, and the order number or receipt. For a product fitted to a vehicle, include the vehicle (make, model, year) and who fitted the product.
• Stop using the product if continued use could increase the damage (e.g. a leaking or overheating part).
• Do not repair it yourself or have it repaired elsewhere without agreeing this with us, because the cause of the defect can then no longer be determined.
• Allow the goods to be inspected as described above.

What a complaint does not cover

• Normal wear and tear (brake pads, chains, tyres, clutches, filters, etc. depending on use).
• Incorrect fitting, including fitting to a vehicle the part is not suitable for, or to a vehicle with a faulty electrical system (e.g. burnt-out electronics).
• Improper use, accident, dropping, overloading, use in competition.
• Failure to carry out the maintenance prescribed by the manufacturer (e.g. mandatory service intervals for powersport vehicles), where the defect results from it.
• Rebuilding or modifying the goods.
• A defect you were aware of when buying (e.g. goods sold at a reduced price where the defect was stated in the description).

The law

• Directive 2011/83/EU of the European Parliament and of the Council on consumer rights: Art. 9 (14-day withdrawal period), Art. 13 (refund within 14 days), Art. 14(1) (direct cost of return borne by the consumer), Art. 14(2) (liability for diminished value), Art. 16 (exceptions to the right of withdrawal).
• Directive (EU) 2019/771 of the European Parliament and of the Council on contracts for the sale of goods: Art. 10 (2-year liability, 1-year reversal of the burden of proof), Arts. 13–16 (repair, replacement, price reduction, termination of the contract).
• Estonian Law of Obligations Act: provisions on withdrawal from contracts concluded by means of communication and on consumer sales contracts, § 218(2) (2-year period for making a claim).
• In the event of a dispute, you can turn to the Consumer Disputes Committee: Consumer Protection and Technical Regulatory Authority, Endla 10a, 10122 Tallinn, Estonia, www.ttja.ee. A consumer from another EU country may also contact the European Consumer Centre in their own country (European Consumer Centres Network, ECC-Net).

Return or complaint form

If you have any questions: [email protected], +372 682 53 61 (Mon–Fri 10:00–18:00).