How to Resolve Issues with Your Purchase
We want every transaction on Moto Parts Base to be smooth and satisfactory. Here’s what to do if you encounter a problem.
Step 1: Contact the Seller First
- Go to My Account → My Orders
- Open the relevant order and use the messaging system
- Clearly describe the issue and attach photos/videos
- Give the seller 24–48 hours to respond (most issues are resolved quickly this way)
Common Problems & Solutions
| Problem | Recommended Action |
|---|---|
| Item not received | Check tracking first. Contact seller if delayed more than 7 days past estimated delivery. |
| Item damaged on arrival | Take photos of packaging + item. Contact seller immediately. Do not discard packaging. |
| Wrong item received | Provide photos and order details to the seller. |
| Item significantly not as described | Contact seller with evidence. Open return request if needed. |
| Defective / Not working | Provide clear description and photos of the issue. |
| Missing parts / accessories | Contact seller with proof from listing description. |
Step 2: Open a Formal Request
If the seller does not respond or you cannot reach an agreement:
- Go to the order page and click “Open a Case” or “Request Return/Refund”
- Follow the instructions and submit evidence
Step 3: Platform Assistance
Our team (together with Stripe) will review the case and help mediate a fair solution based on:
- Our Money Back Guarantee Policy
- Evidence provided by both buyer and seller
- Platform rules
Time Limits
- Report issues as soon as possible — ideally within 30 days of delivery.
- Late claims may not be eligible for protection.
What We Do Not Cover
- Change of mind (unless the seller offers a return policy)
- Items damaged due to improper installation or misuse
- Normal wear on used parts
Need Urgent Help?
For urgent issues, please use the contact form on our website.
We are here to help — most problems are resolved quickly when both parties communicate clearly and in good faith.