Right of Withdrawal

Introduction to the Right of Withdrawal

At GTINO, we understand that you may change your mind after making a purchase. That’s why we offer you a 30-day withdrawal period, instead of the 14 days legally required by law.

This right allows you to return an item without justification, provided it meets the return conditions.

📌 Important Information:

  • ✅ Withdrawal period: 30 days from the receipt of your order.
  • ✅ Refund: processed within 7 days after return validation.
  • ❌ Some items are not eligible (see the list of exceptions).
  • 📦 Shipping and return costs are your responsibility.
  • 🚚 If the initial delivery was free (due to a promotion or order threshold), its actual cost will be deducted from the refund.
  • 💳 Depending on your chosen payment method and your bank, any applicable bank fees will not be refunded.
  • ⚠️ The right of withdrawal applies only to individuals making a purchase for non-professional purposes.

📜 For more details on the return procedure, please refer to the following sections.

Eligibility Conditions

For your return to be accepted under the right of withdrawal, the items must meet certain conditions:

📌 Eligible products for return:

  • ✅ The item must be new, unused, and in its original condition.
  • ✅ The original packaging must be intact and complete (accessories, manuals, etc.).
  • ✅ The item must not have been customized or made to order.
  • ✅ Returns must be made within the specified timeframe (30 days after receiving the order).

❌ Products excluded from the right of withdrawal:

  • 🚫 Customized or made-to-order items (e.g., printed decal kits, engravings, custom markings).
  • 🚫 Electronic parts (CDI, EFI, speedometers, batteries, starters, chargers, stators, regulators, etc.).
  • 🚫 Opened sealed items (helmets, worn clothing, protective gear, etc.).
  • 🚫 Packaged items returned partially.
  • 🚫 Opened consumables (oils, sprays, brake pads, filters, etc.).
  • 🚫 Electric or thermal vehicles, even if still in the crate.
  • 🚫 Items on "sale" or "clearance".
  • 🚫 Incomplete items or those showing signs of wear, use, or damage.

📢 Any product returned that does not meet these conditions will not be refunded or exchanged.

Withdrawal Period & Procedure

You have a period of 30 days from the receipt of your order to exercise your right of withdrawal.

📅 How to request a return?

Simple and quick | Follow these steps to return an item:

  1. 📌 Log in to your account if you haven't already.
  2. 🔍 Go to the Order History page.
  3. 📦 Select the order containing the item to return.
  4. 📝 Identify the item concerned and specify the reason for the return if necessary.
  5. ✅ Click on "Generate a return".
  6. 📩 Notify us by email about your return request for optimal tracking.

💬 Once your request is received, we will send you return instructions as soon as possible (Monday to Friday).

📅 Deadlines to respect

  • ⏳ The return request must be made within 30 days of receiving the package.
  • 📦 Once validated, you have an additional 15 days to return the item.

⚠️ Important

  • 📌 Keep your proof of shipment until your return is validated.
  • 📢 Upon receiving your return, you will receive a confirmation email.
  • 🚚 Shipping and return costs are at your expense, except in case of a delivery error or if the item arrived damaged.

💰 Refund timeframes

European law provides for a refund within 30 days. However, at GTINO, we commit to processing your refund within 7 days after receiving the item (subject to compliance with return conditions).

Refunds & Return Costs

💰 Refund Processing Time & Method

Once your return has been received and validated, the refund will be processed within 7 days, using the same payment method as the original purchase.

  • ✅ Credit card: refunded directly to your account.
  • ✅ PayPal: refunded to your PayPal balance.
  • ✅ Store credit: if the order was paid in full or in part with store credit, the amount will be recredited.

📦 Return Costs

  • 🚚 Shipping and return costs are the responsibility of the customer, except in cases where the return is due to an error by GTINO.
  • 📌 If the initial shipping was free (due to a promotion or order threshold), the actual shipping cost will be deducted from the refund.
  • 💳 Bank fees: Depending on the payment method used and your bank, any applicable bank fees will not be refunded.

💰 Costs: All shipping, return, or payment processing fees remain your responsibility. Their actual costs will be deducted from the refund.

⚠️ Non-Compliant Returns

If the returned product does not meet our conditions (damaged, incomplete, used...), no refund will be issued. You may choose to:

  • 📦 Have the product reshipped at your expense.
  • ❌ Request the disposal of the product with no compensation.

📩 For any questions, contact our customer service via our online form: Contact us.

Special Cases & Alternative Solutions

📦 Exchange Instead of a Refund

If you prefer an exchange instead of a refund, we offer:

  • 🔄 A standard exchange: replacement with an identical product (subject to availability).
  • 🎯 Store credit: to use for a future purchase.

📢 Note: Shipping costs remain the customer’s responsibility, except in the case of a GTINO error.

📦 Receiving & Checking Packages

📌 All our products leave our warehouse in perfect condition.

🛑 Upon delivery, you must check the package’s condition in the presence of the courier.

If visible damage is present (shock, hole, crushing, damaged packaging):

  • 📝 Note detailed reservations on the delivery slip.
  • 📸 Take clear photos of the package and the product.
  • ⛔ Refuse the delivery if the package is too damaged to ensure the integrity of the product.

⚠ Important: If you accept a package without reservations, GTINO cannot be held responsible for damages caused during transport.

🚚 Damaged Product Upon Delivery

If you receive a broken or defective item:

  • 📸 Immediately take photos of the package and the product.
  • 📩 Contact our customer service via our online form.
  • ⚠️ Do not use the withdrawal right for this issue. Instead, follow the after-sales service procedure.

Contact & Assistance

📩 Need help with a return or refund?

Our team is available to answer all your questions and assist you throughout the process.

📞 How to contact us?

📦 Return Address

GTINO
Grand Route 581
4610 Beyne-Heusay
Belgium

📌 Before returning any item, please follow the detailed instructions in section "3. Withdrawal period and procedure".

🚀 We are committed to processing your request as quickly as possible!

📩 Contact us now