Return & Refund Policy
Return & Exchange Policy (Non-Quality Issues)
Buy it on our official website ride5thwheel.com, We offer an unconditional return policy, allowing customers to return products for any reason within 7 days. However, customers are required to bear the corresponding shipping costs. We understand that there may be times when a purchase may not meet your expectations or your needs might change. When that happens, we make completing a return simple and convenient.
5TH WHEEL offers considerate and comprehensive return services. Please refer to the following details:
FOR NON-QUALITY ISSUES
(1)The bike is brand new and unused.
Within 14 days of receipt: full refund; Buyers pay the return shipping fee $200 for each bike.
15 to 30 days of receipt: full refund; Buyers pay the return shipping fee $200 for each bike; Another 20% of the order amount will be charged as the restocking fee.
(2) The bike is used.
Within 30 days of receipt: full refund; Buyers pay the return shipping fee $200 for each bike; Another 50% of the order amount will be charged as the restocking fee.
(3) Over 30 days of receipt: not allowed to return the bike.
Scope of Application
This policy applies exclusively to vehicles purchased from the official 5TH WHEEL website ride5thwheel.com.
**Exclusions：
The 14-day unconditional return/exchange does not cover cases where:
1.The “Three Guarantees” certificate or purchase invoice is missing;
2.The vehicle shows evident human damage (e.g., collision, scratches, unauthorized disassembly);
3.Warranty or anti-counterfeit labels are tampered with, removed, or defaced;
4.The vehicle’s appearance is seriously damaged, affecting resale;
5.Any included accessories or promotional gifts are incomplete or missing;
6.Total mileage exceeds 10 km (based on odometer reading at return inspection).
Return Procedure
After submitting a request, customers must ship back the vehicle, all accessories, “Three Guarantees” certificate, and invoice within 3 business days.
Upon receipt and inspection, we will process the refund or exchange/repair within 5 business days.
Any loss arising from failure to return or loss of the invoice is the customer’s responsibility.
Return and Exchange Service (Quality Issues)
Returns due to quality issues
If the customer encounters quality problems within 14 days of receiving the product and cannot use it normally, they can choose to exchange it for free, and the merchant will bear the shipping cost. To start a return, please contact us at service@ride5thwheel.com first.
If a quality issue occurs during the product warranty period and the failure is excluded due to man-made damage, the customer can choose to return, exchange or repair the product. 5TH WHEEL will be responsible for the after-sales service.
**Note:
Quality issues that occur during unpacking require a full unpacking video.
Detailed Terms:
For returns due to quality issues, the customer needs to provide relevant evidence to 5TH WHEEL for judgment, including but not limited to the frame number, order number, relevant videos and pictures, etc. The specific requirements are subject to the actual requirements put forward by 5TH WHEEL. After receiving the evidence, 5TH WHEEL needs to give a conclusion within 24 hours whether it is a quality issue. If it is determined to be a quality issue. A solution needs to be given within 48 hours. If 5TH WHEEL finds traces of man-made damage in further investigation after receiving the damaged vehicle, 5TH WHEEL needs to provide relevant evidence, and all after-sales costs caused by this problem shall be borne by the customer.
The definition of quality issues is hereby listed, including but not limited to the following contents. The specific conclusion shall be subject to the judgment of 5TH WHEEL after receiving the evidence.
| Parts | Time | Description |
|
Frame Seat Tube Handlebar Tube |
2 Years (Europe) |
Use within normal load and road range, no welding, desoldering, breakage, etc. (Except for deformation caused by external forces, including but not limited to human violence damage, falling, collision and other unreasonable uses) |
| Controller Motor |
2 Years (Europe) |
The controller is short-circuited and burned, the motor is abnormally stuck or cannot rotate normally (except for failures caused by water ingress) |
| Folding Handle Folding Latch Brake Handle Throttle Lever Brake Disc Speed Shift Lever Wheel Hub Seat Tube Button |
6 Months | Obvious physical deformation occurs, and the original product function cannot be achieved, such as brake handle breakage, brake disc deformation, seat tube breakage, etc. (Except for deformation caused by external forces, including but not limited to human violent damage, falling, collision and other unreasonable uses) |
| Speed Sensor Torque Sensor |
6 Months | The signal cannot be transmitted normally, which is manifested as no power assistance or abnormal power assistance performance |
| Battery Pack Charger |
6 Months | Unable to charge and discharge normally. (Except for damage caused by external forces, including but not limited to man-made damage to the battery cell or battery shell, charging with a non-original charger, water ingress, etc.) |
| Brake Cable Bumper Headlight Fender Bell Taillight Footrest Charging Port Assembly Tire Chain Protective cover |
3 months | Obvious physical deformation occurs, and the original product function cannot be achieved, such as brake line breakage, fender deformation, charging port detachment, etc. (Except for deformation caused by external forces, including but not limited to human violent damage, falling, collision and other unreasonable uses) |
| Vehicle appearance | Unboxing | There are obvious scratches or color difference on the appearance after unpacking (a full unpacking video is required) |