For all Warranty Returns, if your product falls under the guidelines please go to the Motohaus Returns Material Authorisation (RMA) portal, at http://motohaus.returnsportal.net/.

Create an account and follow the instructions to receive an RMA number (Returns number), which is necessary so that we know which technician to send your item to once your product arrives with us! 

Please note we do not refund shipping costs unless the goods were delivered faulty or incorrectly.

You can always contact us for any return question at hello@ventura-bike.co.uk.

General Refund and Return Policy

Returns Policy

We provide a refund to customers if we are notified of your wish to cancel your order, within 14 days of you receiving your goods. From the date of notification of a cancelled order, you have another 14 days to return the goods to us. The returned goods must be in original condition, with all packaging and instructions complete and intact.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Below is a list of exceptions to the returns policy:

Only UNUSED and undamaged products are eligible for return. Products used on the road cannot be refunded unless due to a proven manufacturing fault

Ensure the Product is returned with all tags attached, including accessories, manual, and any other provided parts

The accessories should not be installed

Products must be returned in their undamaged original packaging

The retail packaging must remain undamaged and in a resalable condition

Internal padding must not be removed

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will refund a cancelled order within 14 days of receiving the goods back - refunded on your original payment method. You do not have to provide a reason for the cancellation.

In the instance where you have ordered an item that has unexpectedly just become out of stock, we will contact you to ask whether you would like us to process a special order for the item from the manufacturer in New Zealand. If you agree, we will provide you with an updated shipping estimation. Alternatively you can instruct us to process a refund if you choose to cancel your order. 

Please remember it can take between 5 and 10 business days for your bank or credit card company to process and post the refund to your statement. The amount may reflect as a credit into your account, or the original transaction on your statement will be edited to reflect the refund. Besides looking for a credit in your statement, please also review the original transaction on your statement when determining the successful conclusion of any refund. We unfortunately do not have any control over this necessary '5 to 10 business day' transaction period. This is the required time it takes for the different banks to process the refund request.