Return, Refund & Cancellation Policy
At Dug Dug Motorcycles, we aim to ensure that every product is properly inspected and securely packed before dispatch. This Return, Refund & Cancellation Policy explains the conditions applicable to orders placed through www.dugdugmotorcycles.com, including orders shipped within India and to international destinations.
By placing an order with us, you agree to the terms below, subject always to any mandatory rights available to you under the applicable consumer protection laws of your country.
1. Order Cancellation
An order may be cancelled before it has been confirmed or processed by Dug Dug Motorcycles.
Once an order has been confirmed, cancellation may not be possible because the order may already have been processed, packed, customized, or placed with our supplier.
To request cancellation, please contact us as soon as possible:
Phone: 8929797589
Email: dugdugmotorcycles@gmail.com
If your cancellation request is received after the order has been processed, we will review the request and inform you whether cancellation is possible.
Customized and Special-Order Products
Orders involving:
- Customization or alteration;
- Special-order products;
- Products procured specifically at the customer’s request; or
- Products ordered with prior customer confirmation,
may not be cancelled once processing or procurement has commenced.
If cancellation is accepted for such an order, any costs already incurred by Dug Dug Motorcycles and/or its supplier may be deducted from the refund.
2. Cancellation Charges
There is generally no cancellation charge for orders cancelled before confirmation or processing by Dug Dug Motorcycles.
If an order has already been processed, customized, specially procured, packed, or dispatched, any applicable costs already incurred may be deducted from the amount refundable to the customer.
3. Returns for International Orders
For international orders shipped to the United Kingdom or United States, Dug Dug Motorcycles accepts returns primarily for products that are defective, damaged, or materially different from the product ordered, subject to verification.
Returns for reasons such as:
- Change of mind;
- Incorrect product selection;
- Incorrect vehicle model/year selected by the customer;
- Product no longer required;
- Compatibility issues caused by incorrect information supplied by the customer; or
- Products ordered by mistake,
are generally not accepted for international orders, except where otherwise required by applicable law.
This policy does not limit or exclude any mandatory statutory consumer rights applicable in the customer’s country.
4. Defective or Damaged Products
If you receive a product that appears defective or damaged, please contact us as soon as possible after delivery.
Please provide:
- Your order number;
- Clear photographs of the product;
- Photographs of the packaging and shipping label; and
- A short description of the issue.
For certain cases, we may request photographs or videos demonstrating the defect before approving a return.
The product may need to be returned to our designated return address for inspection.
A return, replacement, or refund will be processed only after the product has been received and inspected, where applicable.
5. Conditions for Accepting a Return
Unless the product is defective or damaged, products must meet the following conditions where a return is permitted:
- The product must be unused and uninstalled.
- The product must be in its original condition.
- Original packaging, tags, labels and accessories must be intact.
- Any included manuals, fittings, hardware or promotional items must be returned.
- Products with security seals must not have broken seals unless the return relates to a verified defect.
- Products that have been modified, altered, installed, used, painted, damaged or otherwise tampered with may not be eligible for return.
For motorcycle parts and accessories, installation constitutes use. Therefore, please verify the product, model, variant and compatibility before installation.
6. Free Gifts and Promotional Products
If an order includes a free gift, promotional item, or complimentary product and the main product is approved for return, the free gift or promotional product must also be returned in its original condition.
If the promotional item is not returned, its applicable value may be deducted from the refund, where permitted by applicable law.
7. Products Ordered Incorrectly
Customers are responsible for selecting the correct:
- Motorcycle model;
- Model year/variant;
- Product size;
- Product specification;
- Colour/finish; and
- Other compatibility information,
before placing an order.
If a product is purchased by mistake or is incompatible because incorrect information was provided by the customer, the customer may be responsible for applicable shipping, return and replacement costs, subject to applicable law and our approval of the return.
8. Products That Cannot Be Returned
The following products may generally not be eligible for return:
- Customized or modified products;
- Special-order products;
- Products procured specifically for a customer;
- Products that have been installed or used;
- Products damaged after delivery due to improper installation, handling or use;
- Products with broken security seals where the product is not defective;
- Limited-stock or clearance products, where clearly identified as non-returnable at the time of purchase; and
- Products that do not meet the applicable return conditions.
This exclusion does not apply where a return or refund is required under applicable law.
9. Return Shipping
Unless otherwise required by applicable law, the customer is responsible for arranging and paying the return shipping cost for any approved return.
For international orders, the customer must arrange shipment of the product back to the Dug Dug Motorcycles warehouse/return address at their own expense using a reliable courier or shipping service.
Dug Dug Motorcycles does not provide prepaid return labels unless specifically agreed to in writing.
Customers are responsible for ensuring that the returned product is properly packed and safely shipped. The customer should retain the shipping receipt and tracking information until the return has been received and processed by Dug Dug Motorcycles.
Do not ship any product back to Dug Dug Motorcycles without first contacting us and receiving return authorization and the correct return address.
Defective, Damaged or Incorrect Products
If a product is received defective, damaged in transit, or materially different from the product ordered, the customer must contact Dug Dug Motorcycles before returning the product.
After reviewing the claim, Dug Dug Motorcycles will provide return instructions. Where Dug Dug Motorcycles determines that the issue is attributable to Dug Dug Motorcycles, an appropriate resolution may be provided in accordance with applicable law and the circumstances of the case.
Any return shipping arrangement or reimbursement for such cases will be confirmed by Dug Dug Motorcycles before the product is returned.
Customer-Requested Returns
For approved returns arising from customer-related reasons, including incorrect product selection, incorrect motorcycle model/variant selection, change of mind, or ordering a product by mistake, the customer is responsible for all return shipping costs and must arrange shipment back to the Dug Dug Motorcycles warehouse at their own expense, subject to applicable law.
Dug Dug Motorcycles will not be responsible for loss, damage, customs charges, duties, taxes, brokerage fees, or other charges arising during a customer-arranged return shipment.
For international returns, customers should use a trackable shipping service and retain proof of shipment.
Products must not be sent to Dug Dug Motorcycles without prior return authorization.
10. International Customs, Duties and Taxes
For international orders, customs duties, import taxes, VAT, brokerage fees, clearance charges and other charges imposed by the destination country may apply.
Unless specifically stated otherwise at checkout, such charges are generally the responsibility of the customer.
Dug Dug Motorcycles is not responsible for delays caused by customs authorities, import procedures, or other government agencies.
11. Refunds
Once an approved refund has been authorized, Dug Dug Motorcycles will initiate the refund to the original payment method, where technically possible.
For orders paid online, the refund will generally be initiated within 3 working days after approval.
After the refund is initiated, the time required for the amount to appear in the customer’s account depends on the payment provider, bank, card issuer, or other financial institution.
International refunds may take additional time because of payment-processing and banking procedures.
12. Partial Payments and Advance Payments
If an order is cancelled or refunded after a partial or advance payment has been made, the refundable amount will be calculated after deducting any applicable costs that have already been incurred, where permitted by applicable law.
This may include costs associated with:
- Customization;
- Special procurement;
- Supplier charges;
- Processing;
- Shipping or return shipping; or
- Other non-recoverable costs.
13. Orders Cancelled by Dug Dug Motorcycles
Dug Dug Motorcycles reserves the right to cancel an order in circumstances including, but not limited to:
- Product unavailability;
- Pricing or listing errors;
- Payment issues;
- Suspected fraudulent transactions;
- Inability to ship to the destination;
- Incorrect or incomplete shipping information;
- Supplier-related issues; or
- Other circumstances that prevent us from fulfilling the order.
If payment has already been received and the order is cancelled by Dug Dug Motorcycles, the eligible amount will be refunded to the original payment method.
The refund will generally be initiated within 3 working days of approval, subject to the applicable payment provider’s processing time.
14. Wrong, Missing or Damaged Items
If you receive a product that is different from what you ordered, is missing from your shipment, or arrives visibly damaged, please contact us promptly with your order number and supporting photographs.
Do not install or use a product if you believe it is damaged or incorrect.
We will investigate the issue and, where the claim is approved, provide an appropriate resolution such as replacement, refund, or other remedy, subject to product availability and applicable law.
15. How to Request a Return or Refund
To request a return, replacement, refund, or cancellation, contact us at:
Dug Dug Motorcycles
Phone: 8929797589
Email: dugdugmotorcycles@gmail.com
Website: www.dugdugmotorcycles.com
Please include your:
- Order number;
- Name used for the order;
- Product name;
- Reason for the request; and
- Relevant photographs/videos, where applicable.
Our customer service team will review the request and provide further instructions.
Please do not ship any product to us without receiving return authorization and return instructions.
16. Important Notice for International Customers
For international orders, the return and refund process may differ from domestic orders because of international shipping, customs, duties, taxes and payment-processing requirements.
The return policy displayed at checkout and applicable to the destination country will apply, together with any mandatory consumer rights under the laws applicable to the transaction.
Nothing in this policy is intended to exclude, restrict or replace any consumer right that cannot legally be excluded or restricted.
17. Contact Us
If you have any questions regarding cancellation, returns, refunds or defective products, please contact:
Dug Dug Motorcycles
Phone: 8929797589
Email: dugdugmotorcycles@gmail.com
We will be happy to assist you.