Refund policy

Returns, Withdrawal and Refund Policy

Last updated: 2 October 2026

This policy sets out the conditions applicable to returns, to the exercise of the right of withdrawal and to refunds of Products purchased from GEN PERFORMANCE.

It applies to consumers, subject to the applicable mandatory legal provisions.

The provisions relating to the statutory right of withdrawal do not apply to business customers, unless a mandatory legal provision provides otherwise or GEN PERFORMANCE has expressly agreed.

This policy neither limits nor replaces the rights enjoyed by the consumer, in particular under the legal guarantee of conformity and the guarantee against hidden defects.

Key points

You generally have 14 days from receipt of your order to exercise your right of withdrawal.
In the event of withdrawal, the direct costs of returning the goods are borne by you, unless otherwise provided by law or stated otherwise.
You may examine a Product. However, fitting, installation or use going beyond what is necessary to establish its nature, characteristics and proper functioning may result in a depreciation deducted from the refund.
Where use renders a Product objectively unsaleable and causes it to lose all residual commercial value, the depreciation may, where duly justified, amount to its entire value.
A defective or non-conforming Product is handled under the legal guarantees and not as a mere withdrawal.

1. Statutory right of withdrawal

In accordance with Articles L.221-18 et seq. of the French Consumer Code (Code de la consommation), the consumer has a period of fourteen (14) days to exercise their right of withdrawal without having to give reasons for their decision.

For sales of goods, this period runs from the date on which the Product is received by the consumer or by a third party, other than the carrier, designated by the consumer.

Where a single order covers several Products delivered separately, the period runs from receipt of the last Product.

Where a Product consists of several lots or parts delivered in stages, the period runs from receipt of the last lot or the last part.

2. How to exercise the right of withdrawal

The Customer may exercise their right of withdrawal:

using the withdrawal function available on the GEN PERFORMANCE website;
using the model withdrawal form set out at the end of this policy;
or by means of any other unequivocal statement clearly expressing their decision to withdraw.

The Customer may also send their request to:

GEN PERFORMANCE – SASU
13 Route de Toulouse
31490 Léguevin – France
E-mail: contact@gen-performance.com

The request must be sent before the statutory withdrawal period expires.

GEN PERFORMANCE may offer a return procedure or return number to facilitate the identification and processing of the return.

However, the absence of a return number does not deprive the consumer of their statutory right of withdrawal where it has been validly exercised.

3. Time limit for returning the Product

From the date on which they communicate their decision to withdraw, the Customer has a maximum of fourteen (14) days to send back the Product(s) concerned.

Unless GEN PERFORMANCE communicates otherwise, the return must be sent to:

GEN PERFORMANCE – RETOURS
13 Route de Toulouse
31490 Léguevin
France

The Customer is asked to include their order number in the parcel so that the return can be identified.

It is also recommended to keep the proof of postage and the tracking number until the case has been finally processed.

Cash-on-delivery shipments are not accepted.

4. Return costs in the event of withdrawal

The direct costs of sending back the Products are borne by the Customer when they exercise their right of withdrawal, unless otherwise provided by law or unless GEN PERFORMANCE expressly agrees to cover them.

For certain returns from mainland France, GEN PERFORMANCE may offer a prepaid shipping label.

For information purposes, the rates currently offered are:

Standard return: €9.99 incl. VAT
Bulky return or return requiring a specific transport solution: €25.99 incl. VAT, where this rate applies to the Product concerned.

The applicable rate is communicated to the Customer before they agree to use the label.

Where the Customer chooses this option, the amount accepted may be deducted from the refund.

The Customer remains free to arrange the return themselves with the carrier of their choice, provided they use a means of transport suitable for the Product.

For Products which, by reason of their nature, dimensions, weight or particular constraints, cannot normally be returned by post, the direct cost of returning them, or a reasonable estimate of that cost where the exact amount cannot be determined in advance, is communicated to the Customer before the order is placed, in accordance with the applicable regulations.

The label rates offered by GEN PERFORMANCE therefore do not necessarily represent the return cost of all bulky Products or Products subject to particular constraints.

5. Packaging of the returned Product

The Product must be packaged in a sufficiently sturdy and protective manner to limit the risk of damage during transport.

Where the original packaging is still available, its use is strongly recommended.

A shipping label must not be affixed directly to the manufacturer’s retail packaging where this is likely to damage it.

The absence of the original packaging does not, on its own, constitute grounds for refusing the right of withdrawal.

However, where the absence of or damage to packaging, wrapping or a presentation element results in an objectively established reduction in the commercial value of the returned items as a whole, this depreciation may be taken into account.

6. Complete Product

The Customer is asked to return the Product together with all the items originally supplied, in particular:

accessories;
nuts, bolts and screws;
brackets and spacers;
cables and adapters;
seals and gaskets;
instructions and documents;
protective covers;
fastening elements;
specific packaging;
and, more generally, any item forming part of the Product sold.

The absence of or damage to an item may be taken into account where it results in a real loss of value or requires its replacement so that the Product can be resold.

7. Checking compatibility before fitting

Given the nature of the parts and accessories sold by GEN PERFORMANCE, the Customer is asked to check, before any installation:

the part number ordered;
the make and model of the motorcycle;
its version;
its year or model year;
the shape and dimensions of the Product;
its finish;
and, where relevant, any equipment or modifications already present on the vehicle.

If in doubt, the Customer is invited to contact GEN PERFORMANCE before any installation.

A selection error made by the Customer does not remove their statutory right of withdrawal where it applies.

However, it does not, on its own, constitute an error by GEN PERFORMANCE or a lack of conformity of the Product.

8. Handling of the Product and principle of depreciation

The right of withdrawal allows the consumer to examine the Product in order to establish its nature, characteristics and proper functioning.

It does not constitute a right to use the Product freely during the withdrawal period.

In accordance with Article L.221-23 of the French Consumer Code (Code de la consommation), the consumer is liable for any depreciation of the Product resulting from handling other than what is necessary to establish its nature, characteristics and proper functioning.

The presence of signs of fitting or use therefore does not automatically remove the right of withdrawal.

It may, however, result in a reduction of the refund corresponding to the loss of value actually and objectively established.

9. Fitting and installation

Fitting, installing or removing a Product may result in depreciation where it causes, in particular:

clamping marks;
tool marks;
scratches or dents;
damage to a surface treatment;
deformation;
a damaged thread;
a crushed or used seal;
traces of adhesive or threadlocker;
use of or damage to an adhesive;
cutting;
drilling;
or any other modification of the Product.

Depreciation is assessed according to the actual condition of the Product and not merely on the finding that fitting has been attempted.

10. Putting into operation and use on a vehicle

Installing a part on a motorcycle and then actually putting it into operation may go beyond the handling necessary for simply examining it.

GEN PERFORMANCE may, in particular, take into consideration:

signs of riding;
signs of operation;
wear;
rubbing;
heat marks;
dirt;
contamination;
residues resulting from the operation of the vehicle;
or any irreversible modification caused by use.

These factors will only be taken into consideration where they result in a real reduction in the value of the Product.

11. Filters and consumables

Air filters, oil filters, fuel filters and other consumable products may undergo contamination or irreversible modification as soon as they are used.

A filter that has been installed and then used on a motorcycle may in particular be exposed to:

dust;
particles;
oil vapours or residues;
fuel;
moisture;
dirt;
or other contaminants.

Where such use goes beyond the handling necessary to examine the Product and results in a loss of value, this may be taken into account in the refund.

Where use or contamination renders the Product objectively unfit for resale and no reasonable residual commercial value remains, the depreciation may, where objectively justified, amount to the entire value of the Product.

12. Exhausts and components exposed to exhaust gases

Silencers, headers, link pipes, decat pipes and other exhaust components may undergo irreversible changes from the first time they are put into operation.

The following may, in particular, be taken into consideration:

soot or carbon deposits;
traces of combustion;
heat discolouration;
heat cycles;
marks caused by clamps or fasteners;
used or crushed gaskets;
signs of fitting or clamping.

Where these factors result in a real reduction in the commercial value of the Product, a depreciation may be applied.

13. Mechanical parts, CNC parts and accessories

For orders including, in particular, rearsets, levers, protectors, brackets, CNC parts, engine protection, licence plate holders, navigation or phone mounts and other mechanical accessories, GEN PERFORMANCE may take into account alterations resulting from fitting or use.

Clamping or tool marks, scratches, damaged threads, deformation, used adhesives, threadlocker residues or missing items may in particular be taken into consideration where they reduce the value of the Product.

14. Electrical and electronic Products

Merely connecting an electrical or electronic Product does not automatically result in the loss of the right of withdrawal.

However, a depreciation may be applied where use has resulted, in particular, in:

irreversible activation;
non-transferable pairing with an account;
programming;
inability to reset;
a firmware modification;
damage to the connectors;
an alteration;
or any other real loss of value.

15. Adhesive Products and single-use items

Some Products include adhesives, double-sided tapes, pads, seals, fitting consumables or other items designed for a single installation.

Where these items have been used, damaged or can no longer be reused, their replacement and any resulting loss of value may be taken into consideration.

Where their replacement allows the Product to be fully restored, this possibility will be taken into account when assessing the depreciation.

16. Inspection of returned Products

GEN PERFORMANCE may inspect each returned Product in order to verify, in particular:

its identity;
its part number;
its serial number, where one exists;
its condition;
its completeness;
any signs of fitting;
whether it has been put into operation;
its degree of use;
and any contamination.

GEN PERFORMANCE may document its findings by means of, in particular:

photographs;
videos;
measurements;
serial numbers;
technical findings;
comparisons with a new Product;
or any other relevant evidence.

Where a depreciation is applied, GEN PERFORMANCE informs the Customer of the reduction applied and of the evidence justifying it.

17. Determination of the depreciation

No flat-rate penalty is applied merely because packaging has been opened or a Product has been handled.

Depreciation is assessed on a case-by-case basis, according to the actual condition of the Product.

The following may, in particular, be taken into consideration:

its cosmetic condition;
its functional condition;
the extent of signs of fitting;
its degree of use;
its level of wear;
its contamination;
whether the modifications are reversible or irreversible;
missing accessories or components;
the reasonable cost of restoration;
the possibility of reselling it;
its possible resale value;
and its residual commercial value.

Where the Product can reasonably be restored, this possibility is taken into consideration.

Where it can no longer be sold as new but retains a real resale value, this residual value is also taken into consideration.

Where handling or use attributable to the Customer has resulted in a total and objectively justifiable loss of the commercial value of the Product, the depreciation may amount to its entire value.

Depreciation reflects a loss of value actually suffered and is neither a penalty nor a flat-rate restocking fee.

18. Dirty or contaminated Products

Traces of oil, grease, fuel, coolant, brake fluid, soot, dust, combustion residues or other contaminants resulting from fitting or use may be taken into consideration.

Where reasonable cleaning allows the Product to be satisfactorily restored, this will be taken into account in the assessment.

Where contamination is irreversible or reasonably prevents any resale, the depreciation may be greater.

19. Product different from the one sold

GEN PERFORMANCE may check the part numbers, markings, serial numbers and characteristics of returned Products.

The return of:

a Product different from the one shipped;
an old Product substituted for the Product sold;
a counterfeit Product;
or a Product whose serial number does not match the Product delivered

does not constitute the return of the Product that is the subject of the withdrawal.

GEN PERFORMANCE may then establish the facts, inform the Customer of its findings and exercise any right or remedy available to it.

20. Damage during return

The Customer must take the reasonable precautions necessary to properly protect the Product during its return shipment.

Where damage results from clearly insufficient or unsuitable packaging attributable to the Customer and causes a loss of value, this may be taken into consideration.

This provision is not intended to make the Customer automatically bear every event or damage occurring during return transport.

21. Personalised Products or Products made to the Customer’s specifications

In accordance, in particular, with Article L.221-28 of the French Consumer Code (Code de la consommation), the right of withdrawal cannot be exercised for goods made to the consumer’s specifications or clearly personalised.

Depending on the Products offered, this may in particular concern:

a specifically machined part;
a part engraved on request;
a specifically cut part;
a modification made at the Customer’s request;
custom manufacturing;
or any individualised configuration clearly distinguishing the Product from a standard part number.

Where a Product falls under this exception, the absence of a right of withdrawal is clearly brought to the Customer’s attention before the order is placed.

22. Products specially ordered from a supplier

The fact that a standard Product is ordered by GEN PERFORMANCE from its manufacturer or supplier following the Customer’s order is not, on its own, sufficient to remove the statutory right of withdrawal.

A standard Product available in the catalogue therefore does not become a personalised Product merely because it was not physically in stock at GEN PERFORMANCE at the time of the order.

This situation must be distinguished from Products genuinely made, modified or personalised according to the Customer’s individual specifications.

23. Defective, damaged or non-conforming Product

The right of withdrawal must be distinguished from the legal guarantees.

Where a Customer considers that they have received:

the wrong part number;
a Product with a defect;
a damaged Product;
or a Product that does not correspond to the contractual characteristics,

they are invited to contact GEN PERFORMANCE, stating their order number, the part number concerned and the nature of the problem.

Where the conditions of a legal guarantee are met, the request is handled in accordance with the applicable legal provisions and not as a mere withdrawal.

Costs that are legally borne by the trader in connection with the implementation of a legal guarantee cannot be transferred to the consumer under the guise of withdrawal costs.

However, normal wear and tear, damage caused by incorrect installation, failure to follow the manufacturer’s instructions, a modification of the Product or an incompatibility caused by a modification of the vehicle do not necessarily constitute a defect in the Product.

24. Refund of initial delivery costs

Where the withdrawal covers the entire order, GEN PERFORMANCE refunds the sums due as well as the initial delivery costs corresponding to the standard delivery method offered at the time of the order.

Where the Customer has expressly chosen a delivery method more expensive than the standard method offered by GEN PERFORMANCE, the additional cost corresponding to that choice is not refunded.

Where a withdrawal covers only part of the order, any refund due in respect of the initial delivery costs is determined in accordance with the applicable legal provisions and according to the delivery costs actually relating to the Products returned and kept.

No systematic exclusion of the refund of delivery costs is applied merely because the withdrawal is partial.

25. Refund period

GEN PERFORMANCE refunds the sums due without undue delay and at the latest within fourteen (14) days from the date on which it is informed of the consumer’s decision to withdraw.

For sales of goods, GEN PERFORMANCE may withhold the refund until it has received the Product back or until the Customer has supplied evidence of having sent it, whichever is the earlier.

The assessment of any depreciation does not extend the statutory refund period.

Any depreciation attributable to the Customer is handled in accordance with the rights available to GEN PERFORMANCE, in particular under Article L.221-23 of the French Consumer Code (Code de la consommation).

26. Method of refund

The refund is made using the same means of payment as that used by the Customer for the initial transaction, unless the Customer has expressly agreed to another means being used and provided that this does not incur any additional cost for them.

GEN PERFORMANCE may offer an exchange or a credit note.

However, an exchange or a credit note only replaces the refund to which the consumer is legally entitled with their agreement.

27. Online withdrawal function

GEN PERFORMANCE provides Customers who have concluded a distance contract via its online interface with a function enabling them to exercise their right of withdrawal free of charge in accordance with the applicable provisions.

This function allows the Customer to identify the order concerned, to express their decision to withdraw and to confirm it.

An acknowledgement of receipt of the withdrawal is sent to the Customer on a durable medium in accordance with the applicable legal provisions.

Use of this function does not prevent the Customer from exercising their right of withdrawal by means of the model form or any other unequivocal statement permitted by the regulations.

28. Model withdrawal form

Please complete and return this form only if you wish to withdraw from the contract.

To:

GEN PERFORMANCE – SASU
13 Route de Toulouse
31490 Léguevin – France
contact@gen-performance.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

29. Contact

For any question regarding a withdrawal, a return or a refund: