RETURNS & COMPLAINTS

At Alive Moto, we aim to make returns and complaints simple, transparent, and fair for all customers.

Right of Withdrawal – 30 Days

You have the right to return your purchase within 30 days from the date you receive the product.

To be eligible for a return:

• The product must be unused and in its original condition
• All labels and tags must still be attached
• The product must be returned in its original packaging
• A valid proof of purchase (receipt or order confirmation) must be included

You may try the product to check size and fit, but it must not be used. Items showing signs of use cannot be accepted for return.

If the product is returned without labels or packaging, even if unused, Alive Moto reserves the right to deduct up to 25% of the product value, as the item can no longer be sold as new.

Return Shipping

The customer is responsible for return shipping costs.
Please use the same packaging you received the item in, if possible.

All returned items must be securely packed in a bag or cardboard box to avoid damage during transport.

Returns must be sent as a business package. We do not collect parcels from pick-up points or lockers.

Refund Process

Once we receive and inspect your return, we will process your refund.

• Refunds are normally processed within 10–14 working days
• In exceptional cases, refunds may take up to 30 days (maximum time allowed by law)
• Refunds are always made to the original payment method used at the time of purchase

Please contact us before sending any return to help reduce handling time.

Exchange Policy

We do not offer direct exchanges.

If you want a different size or product:

• Return the original item for a refund
• Place a new order for the desired product

This policy helps us process returns faster and more efficiently.

Made-to-Measure Products

The right of withdrawal and exchange does not apply to custom-made or made-to-measure orders.

Please carefully check all measurements before placing a custom order.

Complaints & Defective Products

If you receive a faulty or defective product, you have the right to make a complaint.

• Complaints must be reported within a reasonable time after the defect is discovered
• Complaints made within 2 months of discovery are always considered valid
• Please contact us before returning any defective product

When making a complaint, please include:

• Proof of purchase
• A description of the problem
• Photos of the defect (if possible)

We follow the recommendations of the General Complaints Board (ARN) in case of disputes.

Warranty

All products are covered by a minimum one (1) year warranty, unless otherwise stated.

The warranty covers manufacturing and material defects.
It does not cover:

• Normal wear and tear
• Misuse
• Damage caused by the customer

Warranty cases are handled in cooperation with our suppliers and may take several working days to process.

Final Sale Items

Products marked as “Final Sale” cannot be returned or refunded.

Return Address

All returns and complaints should be sent to:

Alive Moto
398 Avenue Maurice d’Auvergne
77350 Le Mée-sur-Seine
France

Contact Us

If you have any questions about returns or complaints, please contact us:

Email:  orders@alive-moto.com 

Important Notes

• Returns are accepted only for unused products in new condition
• A copy of the receipt must always be included
• Refunds include the product price and applicable taxes
• Return shipping costs are paid by the customer