Effective date: 20 October 2026
Direct MX Group Limited, company number 15571787, registered in England and Wales.
Shop: Unit 14, Emley Business Park, Leys Lane, Huddersfield, West Yorkshire, HD8 9RG
Email: sales@directmx.shop
This policy covers cancellations, returns, refunds, and warranty claims for bikes, parts, clothing, and accessories. It does not limit rights you have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
Changing your mind on a distance order
If you buy from us at a distance, on this website, by email, or on WhatsApp, you can cancel without giving a reason. You have 14 days, starting the day after the goods arrive. If one order comes in more than one delivery, the 14 days start the day after the last item arrives.
An electric motorbike bought this way is not given a longer cooling-off period. A separate 30-day period applies only when the goods are faulty. That is set out below.
Email sales@directmx.shop to cancel, with your name, order number, and what you are sending back. You then have 14 days to get the goods back to us. You pay the cost of the return, unless the goods are faulty, not as described, or not fit for purpose. We refund the price you paid, and any standard delivery charge, to the original payment method. If you chose a dearer delivery option, we refund only the standard amount. The refund is made within 14 days of us receiving the goods, or of you showing they were sent, whichever is sooner.
If you have handled a bike beyond what was needed to check what it is and how it works, we may deduct the drop in value. Riding it, registering it, or fitting parts can count as that. The deduction cannot be more than the price you paid.
If something is faulty
Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, email sales@directmx.shop as soon as you reasonably can, with the order number and what is wrong.
In the first 30 days after delivery you can reject faulty goods for a refund. After those 30 days we inspect the goods, and we will normally repair or replace them before a refund is considered. For a motorbike, a refund after that first period can be reduced for the use you have had. We may look at the bike before we agree a repair, a replacement, or a refund.
Sending a bike back
You arrange and pay for a bike to come back to the workshop, whether that is a change of mind, a fault, a warranty check, or a refund. We do not collect bikes, recover them, or lend a courtesy bike. We do not pay for time off the bike, lost earnings, or somewhere to stay while it is with us.
Send or bring it to Unit 14, Emley Business Park, Leys Lane, Huddersfield, West Yorkshire, HD8 9RG. Weekdays are 10am to 4pm. Weekends are by appointment only.
After the 14 days, or once a bike has been registered
Outside the 14-day cancellation period, we do not have to accept a change of mind.
If we agree to take a registered bike back, the refund is reduced by:
- £500 for taking the bike off the road and returning it to saleable stock
- registration, administration, and on-the-road charges
- £2 for every mile ridden
- carriage, collection, and delivery we have already paid
Those carriage and registration charges are not added back onto that refund. We can also deduct for wear, damage, and anything missing, including keys, the charger, documents, and accessories.
If we do not find a fault
If a bike comes back and we do not find a manufacturing defect, a warranty fault, or a fault the law requires us to put right, we can charge for the inspection, labour, workshop time, storage, transport, and any outside report. Those charges are paid before the bike is released. If it is still here more than 30 days after we tell you it is ready, storage can be charged.
Parts, clothing, and accessories
Cancel before we dispatch and we refund what you paid, to the same payment method.
After dispatch, the same 14-day cancellation period applies. For a change-of-mind refund the item needs to be unused, in the packing it arrived in, with its tags, instructions, and anything else that came with it, and in a condition we can sell again. You pay the postage back. We do not add an administration fee to a cancellation made inside those 14 days.
We will not take the following back for a change of mind. A fault is different, and the faulty-goods section still applies:
- items that have been opened, used, or installed
- fitted upgrades
- decals and graphics that have been applied
- helmets that have been worn
- special-order or made-to-order goods
- electrical parts that show they have been fitted
- anything returned without its packaging
Warranty
Warranty work is checked before it is accepted. The warranty page has the cover and how to claim. A claim can be turned down where the problem comes from a crash or accident, racing, commercial use, water from misuse or poor storage, skipped maintenance, the wrong charger, battery misuse, modifications, parts we did not approve, repairs we did not authorise, or neglect.
Wear from normal use is not a defect. That includes tyres, tubes, brake pads, discs, chains, sprockets, bearings, grips, plastics, the seat, bulbs, cables, cosmetic marks, and consumables.
Deposits
A £150 deposit holds a bike for up to 48 hours and is refundable. It does not complete the sale. The balance is due before the bike leaves. The terms set this out.
When a return can be refused
We can refuse a return, refund, exchange, or goodwill gesture where goods have been misused, modified, or damaged after delivery, or where this policy has not been followed. That does not apply where the law requires a remedy.
Nothing in this policy affects your statutory rights.