MotoStore Customer Policy

MotoStore enables independent vendors to sell products to riders. The applicable seller's business identity is displayed where appropriate.

"Verified Vendor" means MYTRA completed specified business and KYC onboarding checks. It does not mean MYTRA independently tests or certifies every product listed by that vendor.

Product price, seller identity, availability and all applicable charges are displayed before order confirmation. Orders remain subject to availability and successful payment processing. You will receive an order confirmation by notification or email.

An eligible order may be cancelled by the buyer before it is dispatched by the seller. Where payment has been collected, the applicable amount will be refunded through the appropriate process.

Once an order has been dispatched, it cannot be cancelled — product-specific return/replacement rules apply instead.

Depending on the product, category and seller, a listing may specify:

• Return Eligible — with the applicable return window displayed on the listing
• Replacement Only — product can be exchanged but not returned for refund
• Non-returnable — no return or replacement for change of mind

These return terms are displayed before purchase. They do not limit mandatory consumer rights under applicable law.

If a product arrives defective, damaged, incorrect or materially different from its listing description, you should:

• Raise the issue within the applicable period shown on the product listing
• Provide reasonable supporting information such as photographs or videos where requested

MYTRA and/or the seller will review the request and provide the applicable remedy — replacement, return or refund — under the product terms and applicable consumer law.

Approved refunds will ordinarily be processed to the original payment method or another permitted method where necessary.

Processing timelines depend on the payment method and may take several business days. You will be notified of the refund status.

Estimated delivery timelines are displayed at checkout and may vary by seller, product and delivery location. Sellers are responsible for accurate dispatch timelines and providing tracking information.

MYTRA is not responsible for delays caused by logistics providers, incorrect delivery addresses or circumstances beyond reasonable control.

For eligible regular MotoStore purchases, 4 MYTRA Points = INR 1 of eligible discount. MYTRA determines which products/categories are eligible and the maximum Points discount applicable.

This Points discount conversion does not apply to Redeem products. See the MYTRA Points & Rewards Policy for full details.

Nothing in this Policy limits your rights under applicable consumer protection law. Where applicable law provides a right that conflicts with these terms, that right prevails.

For order issues, cancellations, returns or refund queries, contact support@mytra.club with your order details. Formal grievances may be directed to the Grievance Officer at IDM@mytra.club.