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Before contacting us, we invite you to check the FAQ below: it answers many useful questions.
- Step 1 Check the FAQSee the answers
- Step 2 Still have a question?Write to us
- Step 3 We reply to youOn average within 24 to 48 business hours.
Frequently asked questions
FAQ GEN PERFORMANCE: orders, shipping and returns
Orders, shipping, returns: answers to the questions we are asked most often.
You can choose between:
All payments are 100% secure and encrypted: your card details never pass through our systems.
Yes. Two options are offered directly on the checkout page:
Simply choose the option that suits you at checkout. Your order is then prepared and shipped as usual.
Good to know: PayPal and Oney review each request and may decline financing depending on your profile. You can then pay for your order in one go.
Each product page lists the compatible motorcycles. Before ordering, check the make, model, version and year of your bike.
Not sure? Email us at contact@gen-performance.com with your motorcycle and the part reference: we will check compatibility before you order.
Yes, if you let us know quickly. Email us at contact@gen-performance.com with your order number. It depends on where your parcel is:
Change my order
- Not shipped yet We can still change your order. Parcels usually leave around 4 pm: contact us before then.
- Still not shipped after 48 h Your part was not in stock and has been ordered from the manufacturer. Send us your request and we will review it case by case.
- Already shipped The order can no longer be changed, but you keep your 14-day right of withdrawal (Returns tab).
Cancel my order
- Not shipped yet We cancel your order and refund you in full.
- Already shipped Cancellation is no longer possible, but you can withdraw within 14 days of delivery (Returns tab).
First check your spam folder: some email providers occasionally block our messages, or the address may have been mistyped.
Email us at contact@gen-performance.com with your name and the address you used: we will send the confirmation again.
Email us at contact@gen-performance.com with your name, your current address and the new one: we will make the change for you.
Yes, to most European countries, French overseas territories, Canada and the United States. We have no fixed carrier: we choose the most suitable one for each destination. Overseas, delivery is always by Colissimo.
| Destination | From |
|---|---|
| Belgium, Germany, Luxembourg, Netherlands | €19.95 |
| Spain, Italy, Austria | €24.95 |
| Switzerland | €31.00 |
| Other European countries | €35.31 |
| French overseas territories (Martinique, Guadeloupe, Réunion…) | €14.86 |
| Canada, United States | €50.00 |
The price depends on the country and the weight of the parcel; for overseas territories, customs fees are payable on delivery.
Remote areas: the rate paid at checkout may be adjusted upwards depending on the size and weight of the parcel, only with your consent. In any case, an advisor will contact you to confirm the rate before your order ships.
Within 24–48 working hours if your part is in stock: parcels usually leave around 4 pm.
If a part has to be ordered from the manufacturer, the lead time depends on its availability: email us at contact@gen-performance.com to find out before ordering.
As soon as your order ships, you receive a confirmation email with your tracking number and the carrier’s link, whether you are delivered in France or abroad.
This link lets you follow your parcel step by step until delivery. If the email doesn’t arrive, check your spam folder or email us at contact@gen-performance.com.
You have 14 days from delivery of your order to exercise your right of withdrawal, without giving a reason. If your order arrives in several parcels, this period starts from delivery of the last one.
Once you have sent your decision, you have a further 14 days to send the product back to us.
Make your request using the online withdrawal feature of the website, the form in our return policy, or by email at contact@gen-performance.com.
Then send the product back complete and carefully packed (in its original packaging if possible) to: GEN PERFORMANCE – RETOURS, 13 Route de Toulouse, 31490 Léguevin, France. Include your order number in the parcel and keep your proof of postage.
For a withdrawal, return shipping costs are at your expense. From mainland France, we can offer you a prepaid label: €9.99 for a standard return, €25.99 for a bulky parcel, deducted from your refund.
You can also send the parcel back with the carrier of your choice.
Yes, but the refund may be reduced. You can examine your part as you would in a shop; however, fitting or using it on the motorcycle (clamp marks, scratches, crushed gasket, heat-coloured exhaust, used filter…) leads to a deduction matching the actual loss of value.
We recommend checking compatibility before fitting and emailing us if in doubt.
No later than 14 days after your withdrawal request. The refund may be held until we receive the product or your proof of shipment.
You are refunded using the payment method used for the order. If you return the entire order, standard shipping costs are also refunded.
This is not a withdrawal: email us at contact@gen-performance.com with your order number, the reference concerned and the problem (photos welcome). We handle your request under the legal guarantees, at no cost to you.
Customer service
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Tell us the reason for your request and your order number: your message goes straight to the right person.