Frequently asked questions FAQ

Questions regarding Orders

The phone number is maninly needed for consulting the delivery dates of ordered vehicles, or for consultin dates for our service mobil. Please use a number under which you are good reachable, your ordered scooter can't be delivered without prior telephone contact.

In accordance with our data protection regulations, your number will not be passed on to third parties.

There can be multiple reasons.

Please check whether you have several e-mail accounts and have created the customer account with a different e-mail address.

If you have placed the order as a guest / quick orderer, no customer account is created and the order can no longer be called up afterwards. Unfortunately, orders placed as a guest cannot be assigned to an existing customer account afterwards.

You can easily request a new password using the "Forgot my password?" Function on the login page.

As soon as you click on "Forgot my password?" If you have clicked and entered the e-mail address of your customer account, an e-mail will be sent to you automatically. There is a link in this e-mail that will take you back to www.motorroller.de, where you can then assign a new password.

Please note that this function is not possible for guest orders / quick orders, as there is no customer account in this case.

You can find an overview of the available payment methods in the footer under "Shipping and payment terms".

Shortly after placing your order, you will receive an automatic order confirmation by e-mail, which also contains the bank details and information on the intended use.

If you do not receive an order confirmation email a few minutes after placing your order, this can be: E.g. a typo in the specified email address, or the order process was canceled prematurely so that the order could not be completed in full. In this case, please contact us by email.

As soon as the ordered spare parts have been packed, an e-mail with a shipping confirmation is automatically sent to the e-mail address given when the order was placed. In this e-mail there is a direct link for the parcel service's tracking and tracing.

If you cannot find this e-mail in your mailbox, please check whether it has ended up in the spam folder, unfortunately we cannot influence this. Then please mark the e-mail as "not spam" so that future e-mails can be delivered correctly.

Please note that parcels are only dispatched from Monday to Friday (excluding public holidays). Orders that are processed on Saturdays are handed over to the parcel service on the following working day.

An exchange always takes a lot of time, because you have to wait for the return before the new package can go out, and there are usually price differences, so that the process is further delayed by additional payments / refunds.

If you urgently need the spare parts in order to be mobile again, the easiest way is to reorder the correct spare parts via the online shop and send back the incorrectly ordered items within the specified return period. The amount for the return will then be reimbursed to you as soon as possible after receipt and checking of the return, in the same way as the original payment.

You will find the information on the revocation in the footer under the point "Right of revocation".

Please express your return request within the return period in writing by e-mail to info@motorroller.de, or using the contact form and wait for our response. Then pack the item (s) well in the original packaging and enclose the invoice with the return shipment.

Please note that we cannot accept goods sent to us freight collect. You have to bear the costs of the return, since the delivered goods correspond to the ordered / purchased.

In the case of items with damage and installation traces, the return is excluded, as well as for electrical items that are visibly packaged and where the seal has been torn.

Of course, your complaint / return will be processed by us as soon as possible after receipt.

When ordering spare parts, the invoice is enclosed with the package.

When you order a vehicle, you will receive the invoice together with the vehicle documents upon delivery.

You can request an invoice in PDF format by e-mail to info@motorroller.de.

Unfortunately, the payment method for your order cannot be changed afterwards. If you are no longer satisfied with the selected payment method, the order that has already been placed can be canceled and a new order can be placed with the desired payment method.

Questions regarding vehicle deliveries

We deliver our vehicles throughout Germany ourselves. The delivery time is usually 10-14 working days after receipt of payment / receipt of the financing deposits.

We need this lead time in order to plan appropriate delivery tours in which several customers can reasonably be approached. Please understand that individual appointment requests are not possible. You will be automatically informed of the exact delivery date by email / phone as soon as we have a suggested date for you.

We deliver the vehicles ready-to-paint, only the mirrors are removed for transport and must be screwed on on site. You will receive a briefing from our employee and can start immediately, provided there is a license plate. You can find more detailed information in the info videos in the item description of each scooter.

If it is not a financing order, you can send us a power of attorney with a telephone number in advance by e-mail, which entitles another person to accept the vehicle. This person would then have to be available on the day of delivery and show their identity card on site.

In the case of financing orders, the applicant must always be on site in person. In this case, however, we can use the vehicle e.g. B. also deliver to the workplace.

The exact vehicle you will receive is usually only known shortly before delivery. B. Chassis number and engine number not known in advance. Upon delivery, you will be given the vehicle documents, among other things, on which you will then find the relevant information.

If you notice any transport damage, you can complain directly to the delivery driver. If the delivery driver has already driven on, please send an email to info@motorroller.de. Briefly describe where the damage is and send us pictures of the damage. We will respond as soon as possible with a suggested solution.

Questions regarding financing

We offer two options for financing / hire purchase.

Expokredit Finanzierung
In the ordering process, select "Expokredit financing" as the payment method and complete the order. You will then be redirected and can enter a deposit amount, choose terms and installments, as well as credit insurance. In the next step, your data will be requested, please enter them truthfully. Please note that for positive feedback from the bank, you must have an open-ended employment relationship that has existed for at least 6 months. They should also not have a SCHUFA entry.

Paypal Ratenzahlung
In the order process, select "Paypal installment payment" as the payment method and complete the order. You will then be redirected to PayPal, where you can choose the duration you want.

In both cases, the monthly installments will be debited from your bank account by direct debit.

Please note that both financing service providers carry out a credit check and can reject the request depending on the result.

You can revoke the purchase contract within 14 days of receiving the goods, which will also cancel the credit agreement. You can also revoke the credit agreement directly, which will also cancel the purchase agreement.

Technical Problems

If gasoline leaks out of the air filter box, it indicates that the carburetor is clogged. Please make sure that you fill up with clean fuel directly from the petrol pump at the petrol station. When refueling with a canister, there are often dirt particles in the canister that get with the fuel via the tank, through the fuel lines into the scooter's carburetor and are deposited there.

In this case, the carburetor, lines and tank must be cleaned. Please note: General cleaning and adjustment work is not covered by the warranty. The driver / owner is responsible for refueling the vehicle.

Do not refuel the scooter with canisters!
Do not refuel the scooter with E10 fuel!

This can have multiple reasons.

If the vehicle has lost compression, it is usually due to contaminated valves.

This problem can be prevented simply by changing your driving style: after you have reached top speed, turn the throttle back a quarter of a turn. The scooter then stays at top speed anyway, but not so much gasoline is fed into the cylinder that it cannot be burned properly.

If the problem has already occurred, only cleaning or renewing and readjusting the valves will help. Please note: General cleaning and adjustment work is not covered by the warranty. The cause of the error lies in the driving behavior of the driver.

Other questions

The forehead circumference is required to determine the helmet size. Use a tape measure to measure about one centimeter above the eyebrows and measure the circumference of the head along the ears. Alternatively, you can also use a string or a thread and then measure it with a ruler / tape measure. If the value is between two sizes, take the larger helmet.

The following guidelines apply:

  • 49-51 cm = XXS
  • 52-54 cm = XS
  • 54-56 cm = S
  • 56-58 cm = M
  • 57-59 cm = L
  • 58-60 cm = XL
  • 61-64 cm = XXL

Please note that these guide values may vary depending on the manufacturer.

A duplicate of the vehicle paper / COC paper is only possible if the original paper is damaged, lost or illegible. It must also be a vehicle that you bought from us. We cannot issue any papers for third-party products.

The paper will only be issued at the originally ordered speed or at the maximum speed that we have converted. For vehicles that have been converted by yourself or by others, we cannot issue a new paper with the converted speed.

You can request the duplicate from us by e-mail to info@motorroller.de. The chassis number and the engine number of the scooter are absolutely necessary for processing. If you bought the scooter used, please send us a copy of the purchase contract.

You will then receive a form for the affidavit from us, which you must fill out and send back to us. With the signature you confirm legally binding that you are the owner of the vehicle and that you no longer have the original paper or that it is damaged / illegible.

The costs for the duplicate are € 149.90 including VAT plus € 6.90 shipping costs. The paper will be sent as registered mail after payment has been received in full.

You can also drive your scooter in winter, but single-lane vehicles behave differently on slippery roads than multi-lane vehicles such as cars or quads.

Please note the following points in winter:

  • Due to the lower temperatures, tires and shock absorbers in particular react differently than in summer, which affects driving behavior.
  • Put on warm clothing, but make sure that longer coats, scarves, or similar long items of clothing can easily get caught in moving parts.
  • Do not drive faster than 30 km / h in ice and snow and always keep your feet on both sides on the ground.
  • Bridges can be particularly slippery as they are exposed to the cold both from above and below.
  • Brake very carefully and mainly use the rear brake.
  • The braking distance can be longer due to the slippery road surface, so keep a greater distance from the vehicle in front.
  • Only park the scooter when it is dry. In wet and humid conditions, important components such as accelerator and brake cables can freeze, which can lead to accidents.
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