VISTA MOTO RETURN AND REFUND POLICY

Effective Date: This Return and Refund Policy is effective as of June 13, 2025.

1. OVERVIEW OF POLICY

The purpose of this Return & Refund Policy is to outline the terms and conditions under which Vista Moto accepts returns and issues refunds for products purchased through our website. We are committed to ensuring customer satisfaction and providing high-quality motorcycle accessories. This policy explains the process for returning items, obtaining refunds, and the criteria for eligibility.

• To be eligible for a return or refund, the following conditions must be met:
• The product must be unused, in original packaging, and resalable condition.
• You must have proof of purchase, such as an order confirmation email or receipt.
• The return or refund request must be submitted within the eligible return window.

Products that are used, altered, or customized are generally not eligible for return or refund unless they are defective or damaged upon receipt.

Vista Moto allows returns and refunds within 30 days of the delivery date. Requests made after this period will not be eligible for return or refund. Please ensure that items are returned in their original condition to avoid delays or rejections. In the event of defective or damaged items, please notify us within 7 days of receiving the product. Once a return is approved, you will receive instructions on how to proceed with the return.

2. RETURN PROCESS

2.1 How to Initiate a Return

To initiate a return, please follow these steps:

• Please get in touch with our Customer Support team at info@vistamoto.com or through the ‘Contact Us’ page on our website.
• Provide your order number, a brief description of the reason for the return, and details about the product(s) you wish to return.
• Once your return request is received and reviewed, we will provide instructions on how to return the item(s) and return shipping details.

Please note that you must initiate the return within the eligible return window.

2.2 Packaging and Condition Requirements

To ensure that your return is accepted:

• The product must be unused, in original packaging, and resalable condition.
• Please include all original accessories, manuals, or inserts that came with the product.
• For your protection, we recommend using secure packaging to prevent any damage to the item during return shipping.

Products that are damaged, used, or missing components may not be eligible for a full refund or may incur a restocking fee.

2.3 Where to Send Returns

Once your return is authorized, you will be provided with the return shipping address. Returns must be sent to the address provided by Vista Moto's Customer Support team or in the return authorization email. Please ensure that the Return Authorization Number is marked on the outside of the package.

If you are returning an item due to an error on our part (e.g., incorrect product or damage), Vista Moto may cover the return shipping cost.

3. EXCHANGE POLICY

3.1 Conditions for Exchange

Vista Moto offers exchanges for eligible items under the following conditions:

• The item must be unused, in original packaging, and in resalable condition.
• The item must be exchanged for an item of equal or lesser value.
• You must initiate the exchange request within the eligible return window (within 30 days from the date of delivery).

To initiate an exchange, please contact our Customer Support team at info@vistamoto.com with your order number and the product you wish to exchange.

3.2 Exchange for Defective or Incorrect Items

If you receive a defective or incorrect item, Vista Moto will cover the cost of return shipping and provide a replacement item or issue a refund, depending on availability. To ensure prompt resolution, please get in touch with us within 7 days of receiving the item and provide the following:

• A description of the issue with the product (including any defects or damage).
• Photographs or other evidence of the issue, if applicable.

Once your return is approved, we will send you a prepaid return label for the defective or incorrect item and process the exchange as quickly as possible.

3.3 Processing Time for Exchanges

Once we receive the returned item, we will process the exchange within 5–7 business days. If the requested replacement item is in stock, we will ship it immediately. If the item is out of stock, we will notify you of the delay and provide an estimated restock date or offer an alternative product. You will receive tracking information once the replacement item has shipped.

4. REFUND POLICY

4.1 Conditions for Refund Eligibility

To be eligible for a refund, the following conditions must be met:

• The item must be unused, in original packaging, and in resalable condition.
• You must have a valid proof of purchase (e.g., order number or receipt).
• The request must be made within the eligible return window (within 30 days from the date of delivery).
• Refunds are only issued for items returned in accordance with the guidelines specified in this policy. Items that are damaged, used, or altered may not be eligible for a full refund.

4.2 Refund Method and Timeline

Refunds will be issued to the original payment method used at the time of purchase. Once your return is approved and processed, the refund will be issued within 5–10 business days. Please note that processing times may vary depending on your payment provider or financial institution.

If you paid via PayPal or a similar third-party payment processor, the refund will be processed directly to your PayPal account or the original payment method.

4.3 Partial Refunds and Deductions

In certain cases, Vista Moto may issue a partial refund or apply deductions to the refunded amount, including but not limited to restocking fees for items returned in non-resalable condition, shipping charges for returns that are not due to a mistake on our part (e.g., incorrect product shipped or defective item), and If an item is returned outside the 30-day return window. You will be notified of any deductions before the refund is issued.

4.4 Non-Refundable Charges

Certain charges are non-refundable, including:

• Shipping fees: The original shipping charge is not refundable unless the return is due to an error on Vista Moto’s part.
• Gift cards or store credits: These are non-refundable once issued.

If you used a promotional discount or free shipping offer, the value of the discount may be deducted from your refund if the return affects the eligibility for the promotion.

5. RETURN SHIPPING

Unless the return is due to an error on our part (e.g., an incorrect or defective item), customers are responsible for the return shipping costs. The return shipping fee will be calculated based on the size, weight, and destination of the return package. We recommend using a trackable shipping service to ensure the safe return of your item. Vista Moto is not responsible for items lost or damaged during return transit if the proper shipping procedures are not followed.

Vista Moto is not responsible for lost or damaged return shipments. We strongly recommend using a trackable shipping service when returning items. If the returned item is lost or damaged in transit, we will be unable to issue a refund or process the return. In the event of lost or damaged returns, please get in touch with the carrier directly to file a claim.

 6. NON-RETURNABLE ITEMS

Certain items are marked as final sale and are not eligible for return or refund. These items are indicated as such on the product page or during checkout. Please review product details carefully before purchasing to ensure that you are aware of any final sale exclusions.

Products that have been used, installed, or altered in any way are not eligible for return or refund, except in cases where the product is defective. We recommend inspecting your items before installation to ensure they meet your expectations. If the product has been installed or used, it is considered non-returnable.

Customized or limited-edition products are made specifically for you or produced in limited quantities and are generally non-returnable. This includes products with custom engravings, alterations, or special designs. Please carefully review the product descriptions and customization options before making a purchase.

Gift cards, store credits, and promotional items are non-refundable and cannot be returned for a cash value. These items are final once issued and cannot be exchanged unless required by law.

7. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a defective or damaged product, please notify us within 7 days of receiving your order. To ensure we can resolve the issue efficiently, please provide proof of the damage in the form of photographs or a detailed description of the damage. You can contact our Customer Support team at info@vistamoto.com with your order number and the necessary evidence to initiate the return or exchange process.

Once we receive your report and verify the defect or damage, we will offer one of the following resolution options:

• Replacement: If the product is defective or damaged, we will send you a replacement at no additional cost, provided the item is in stock.
• Refund: If a replacement is unavailable or you prefer a refund, we will issue a full refund to the original payment method.
• Store Credit: In certain cases, we may offer store credit as an alternative to a refund, which can be used for future purchases on the website.

You will be notified of the resolution process and the associated timeline.

If your product is defective or damaged upon arrival, Vista Moto will cover the cost of return shipping. You will receive a prepaid return label for returning the damaged or faulty item. Once we receive the returned item, we will process the replacement, refund, or store credit as per your preference. If the damage or defect is not reported within the specified 7-day window, we may not be able to cover the return shipping costs.

8. LATE OR MISSING REFUNDS

If you have not received your refund within the specified processing time (typically 5–10 business days), we recommend checking with your bank or payment provider first. Refunds may take an additional few days to process after they are issued, depending on the payment method used.

If your refund is not appearing in your account, please check with your bank or payment provider, as they may require additional time to process the refund. Often, it takes several business days for your financial institution to post the refund to your account.

If, after checking with your bank or payment provider, you still have not received your refund, please get in touch with Vista Moto Customer Support at info@vistamoto.com. Provide your order number and details of the refund request, and we will investigate the issue. We will work with you to ensure your refund is processed correctly.

9. CONTACT INFORMATION

If you have any questions or concerns regarding returns, exchanges, or refunds, our customer support team is available to assist you. Please reach out to us at:

• Email: info@vistamoto.com 
  
• Phone: +1 (617) 803-5430 

You can also visit our Contact Us page on our website to submit a query or request. Our customer service team is available Monday through Friday, from 9:00 AM to 5:00 PM EST, excluding public holidays. We aim to respond to all inquiries within 1-2 business days.