Refund policy

Refunds & Returns Policy

Last updated: 22/11/2025

At Franklin Motors, we comply with all EU Consumer Rights legislation while maintaining a clear and fair returns process that protects product safety, hygiene, and saleability. Please read this policy carefully before placing an order.

1. EU Right of Withdrawal (14-Day Cancellation Period)

If you are an EU consumer, you have the legal right to cancel your online order within 14 days of receiving the goods.

To exercise this right, you must notify us in writing (email is sufficient) within the 14-day period. You then have a further 14 days to return the item to us.

Returned goods must be in:

  • Original packaging
  • Complete
  • Resaleable, “as-new” condition, with no signs of wear, fitting, installation, or use.

Under EU law, Franklin Motors may reduce the refund up to 100% of the item value if the product has been handled beyond what is necessary to determine its nature, characteristics, or functioning.
If the item is returned in a condition where it cannot be resold, we will:

  • Reject the return
  • Hold the item for collection
  • Require the customer to cover the shipping cost if they want the item returned to them

2. Items That Cannot Be Returned

For safety, hygiene, or legal reasons — and to prevent “try-on and return” misuse — the following items are non-returnable unless faulty:

Apparel & Riding Gear

  • Helmets
  • Gloves
  • Socks, undergarments, and base layers
  • Protective clothing showing any signs of wear
  • Any apparel that has been worn, washed, stretched, soiled, or has odours

Footwear

  • Boots showing creasing, marks, scuffs, or any sign of outdoor wear

Motorcycle Parts

  • Electrical components (including ECUs, lights, sensors)
  • Fuel system components
  • Any part that has been installed, test-fitted, or shows tool marks
  • Special-order, custom, or made-to-order parts

Opened Items

We cannot accept returns where:

  • Tags have been removed
  • Original packaging is missing or damaged
  • The item shows use, wear, dirt, hair, or oils

3. Condition Requirements for All Returns

To qualify for a refund, items must be:

  • Unused and uninstalled
  • In original, undamaged packaging
  • Complete with all tags, manuals, and accessories
  • Free from marks, wear, scuffs, odours, or modification

If an item fails inspection, the return will be refused and the customer must pay shipping to have it sent back.

4. Return Shipping Costs

Unless the item is faulty or incorrectly supplied:

  • Return shipping is the customer’s responsibility
  • Items remain the customer’s responsibility until received
  • We strongly recommend using a tracked service

Shipping costs are non-refundable.

5. Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

  1. Contact us within 48 hours of delivery
  2. Provide clear photos of the issue and packaging
  3. We will arrange replacement or refund in line with EU consumer law
  4. Return shipping is covered by Franklin Motors for confirmed issues

6. Refunds

Refunds are processed to the original payment method after inspection.
Please allow up to 14 days from receipt of the returned item for processing.

If a deduction is applied for diminished value, we will notify you before processing the refund.

7. Exchanges

We do not offer direct exchanges.
To change size or product, please place a new order and return the original item (if eligible).

8. How to Start a Return

Email: support@franklinmotors.ie

Please include:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if relevant)

We will reply with return instructions and a return authorisation reference.