Shipping, exchanges and returns policy

We deliver within Costa Rica by prior coordination. Before dispatch, we confirm availability, delivery area, buyer details, payment method, the person authorized to receive the order and any special condition at the delivery location.

Delivery times depend on the area, product type and inventory availability. If a purchase is a preorder, reservation, special import or product subject to availability, the customer will be informed before the transaction is confirmed.

The customer should inspect the package and product upon receipt. If visible transport damage, missing items or an incorrect product is detected, the customer must report it to Motion within 24 hours after delivery, with photos of the packaging, order number and a description of the incident.

Motion offers a commercial return policy of 14 calendar days counted from product delivery. This policy applies to opened and unopened products, provided the product is new, unused, complete and suitable for inspection and resale.

When the right of withdrawal applies under Costa Rican law, the customer may also exercise it within the corresponding legal period, using the same digital channel through which the purchase was coordinated or accepted, or by writing to ventas@motioncr.com. The 14-day commercial policy does not reduce any mandatory legal right.

To exercise it properly, the customer must identify the order, product, purchase date, delivery date if the product has already been received, payment method used and the reason for the request. Motion will confirm receipt of the claim and provide return instructions.

If the product has already been delivered, it must be returned unused, in the same condition in which it was received, with manuals, charger, keys, accessories, technical literature and proof of purchase. The package may be opened, but the product must remain new. For electric mobility products, use on public roads, technical tampering, parts installation, software alteration, impact, moisture, tire wear, scratches or signs of improper assembly may prevent a change-of-mind return.

For safety, traceability and technical-control reasons, certain products are not suitable for change-of-mind returns once installed, used, energized, mounted or prepared to order. This may include batteries, chargers, electrical parts, controllers, installed components, mounted tires or tubes, used helmets, products with broken safety seals, personalized accessories and products imported or prepared by special order.

This limitation does not affect valid claims for warranty, defective product, incorrect delivery or breach attributable to Motion.

Motion does not offer a separate automatic exchange process. When a customer wants a different model, size, accessory or configuration, the request is handled as a return under this policy and, if approved, the customer may place a new purchase for the desired product. Any new purchase is subject to availability, current price and applicable conditions at the time of purchase.

For parts, batteries, chargers and accessories, the customer must confirm compatibility before installation. A product that has been installed, energized, modified or tested on incompatible equipment may be excluded from preference-based exchange, without prejudice to any warranty rights that may apply.

The warranty covers manufacturing or functional defects that apply under law, the commercial warranty disclosed for the product and the manufacturer's conditions. It does not cover normal wear, accident damage, water exposure outside the product specifications, impacts, undeclared intensive commercial use, third-party tampering, modifications, overload, improper battery storage, incompatible chargers or failure to follow the manual.

When a warranty claim is made, Motion may request photos, video, serial number, diagnosis, in-person review or shipment of the product. Depending on the case, the solution may consist of repair, part replacement, product exchange, credit or refund, as legally and technically appropriate.

For change-of-mind returns, the customer is responsible for the return waybill, label or transportation cost, as well as packaging, insurance and logistics coordination, unless Motion states otherwise in writing. Returns may be made through a drop-off point coordinated with Motion or by mail/courier shipment. For claims involving dispatch error, incorrect product or confirmed defect attributable to Motion, we will coordinate a reasonable solution without charging the customer undue costs.

Motion does not charge a restocking fee, return surcharge or restocking cost for returns approved under this policy.

After the returned product is received and inspected, Motion will inform the customer whether the return was approved. Approved refunds will be processed through the original payment method when possible, within up to 14 days from product receipt and inspection. Bank, card or payment processor timing may depend on third parties.

Motion may reject the return or deduct reasonable costs for damage, missing items, unreturned accessories, destroyed packaging or loss of value caused by unauthorized use, provided the measure is appropriate and communicated to the customer.

Motion maintains free customer-service channels by email and WhatsApp. We aim to acknowledge each claim within a reasonable time and follow it through closure. For technical cases, response time may depend on inspection, parts availability, manufacturer review or logistics coordination.

If a direct solution cannot be reached, the customer retains the remedies available before the competent authorities in Costa Rica.