Return & Refund Policy

5TH WHEEL Return & Refund Policy

This policy applies exclusively to products purchased from 5TH WHEEL’s official website: ride5thwheel.com. For purchases from third-party platforms, please refer to the respective platform’s return rules.

1. General Return Eligibility

To qualify for a return or refund, products must meet the following requirements:

  • The item is unused, undamaged, and in resellable condition (no scratches, no assembly, no modifications).
  • All original packaging, tags, accessories, and parts are intact and included (e.g., chargers, manuals, tools).
  • Returns are initiated within the specified time frame (see Section 3).
Non-Returnable Items
  • Products returned after 30 days from delivery.
  • Items that are used, damaged, or missing original packaging/accessories (rendered non-resellable).
  • Unauthorized returns (submitted without prior approval from customer service).

2. Return Time Frame & Fees

The following terms apply to returns not related to quality issues (see Section 6 for quality-related returns). All fees are clearly outlined below:

Time After Delivery Refund Eligibility Return Shipping Fee (Customer’s Responsibility) Restocking Fee
Within 14 days Full refund (minus discount value if applicable) $200 per e-bike / $100 per e-scooter None
15–30 days (Brand-new & unused) Full refund (minus discount value if applicable) $200 per e-bike / $100 per e-scooter 20% of the total order amount
Over 30 days Returns not accepted N/A N/A
Key Notes on Fees:
  • If your order used a discount code, the full discount value will be deducted from your refund (regardless of how many items you return).
  • Restocking fees are non-negotiable for returns initiated between 15–30 days.
  • Accessory restocking fees are item-specific; contact customer service for details.

3. Step-by-Step Return Process

All returns require prior authorization—unauthorized returns will be rejected, and no refunds will be issued. Follow these steps to initiate a return:

Step 1: Request Return Authorization
  • Email our customer service team at service@ride5thwheel.com with:
    • Your order number.
    • Reason for return (e.g., "change of mind," "size mismatch").
    • Clear photos/videos of the product (including packaging and all parts) to verify condition.
  • We will review your request within 24 hours and send a "Return Approval" email if eligible.
Step 2: Obtain the Designated Return Address
  • DO NOT ship to the address on your original package—this is not our return warehouse.
  • After approval, we will provide the specific return address within 24 hours via email.
  • Ship the package within 7 days of receiving the return address (delays may affect eligibility).
Step 3: Package & Ship the Item
  • Securely pack the product with all original parts/accessories in the original packaging (to avoid damage during transit).
  • Use a trackable shipping method and retain the tracking number + carrier details (untrackable shipments may cause refund delays).
  • Send the tracking information to service@ride5thwheel.com for reference.
Step 4: Warehouse Inspection & Processing
  • We will inspect the returned item within 3–5 business days of receipt.
  • If the product meets return requirements, we will proceed with your refund or exchange (if requested).
  • If the product is damaged, missing parts, or not in resellable condition, we will notify you and may reject the return.

4. Refund Policy
  • Refunds are processed within 7 business days of passing inspection.
  • Funds will be credited to your original payment method (e.g., credit card, PayPal).
  • Refund timelines for different payment methods:
    • Credit/debit cards: Allow 1–2 billing cycles for the refund to reflect in your account.
    • PayPal: Refunds typically appear within 3–5 business days.
  • If you have not received your refund after 14 business days (from processing), contact service@ride5thwheel.com with your order number and refund reference.

5. Order Cancellation & Modification
  • Before shipment: To cancel or modify an order (e.g., change product model), email service@ride5thwheel.com immediately. Cancellation is not guaranteed—we will confirm success via email.
  • If canceled successfully, refunds are processed within 7 business days.
  • After shipment: Orders cannot be canceled or modified. Follow the return process (Section 3) after receiving the product.

6. Returns for Quality Issues

If you receive a defective or damaged product (preventing normal use):

Eligibility & Terms
  • Within 14 days of delivery: We offer free exchanges (for the same product) or full refunds. 5TH WHEEL covers all return shipping fees.
  • During the warranty period: For non-man-made defects, we provide free repair, exchange, or refund (at our discretion). We cover shipping and repair costs.
Required Evidence
  • For unboxing issues (e.g., scratches, missing parts): A continuous unpacking video (showing the sealed package being opened and the defective product).
  • For functional defects (e.g., motor failure, battery issues): Frame number, order number, and clear photos/videos of the problem.
  • Report quality issues within 48 hours of delivery for timely processing.
Process
  • Contact service@ride5thwheel.com with the required evidence.
  • We will confirm the defect within 24 hours and provide a solution (exchange, repair, refund) within 48 hours.
  • If later found to be man-made damage, you will be responsible for all shipping and repair costs.

7. Warranty Terms

We offer warranties for specific parts (EU vs. US differences apply):

Parts Warranty Period (EU) Warranty Period (US) Coverage Details
Frame, Seat Tube, Handlebar Tube, Front Fork, Rear Fork, Crank, Flywheel, Chain Rings 2 Years 1 Year No welding/desoldering/breakage under normal use (excludes external force deformation)
Controller, Motor 2 Years 1 Year Short circuit, stuck motor (excludes water ingress)
Folding Handle, Latch, Brake Handle, Throttle Lever, Disc, Shift Lever, Wheel Hub, Button 6 Months 6 Months Obvious deformation, breakage, or loss of function (excludes external forces)
Speed Sensor, Torque Sensor 6 Months 6 Months No or abnormal signal output
Battery Pack, Charger 6 Months 6 Months Failure to charge/discharge (excludes human damage or water ingress)
Brake Cable, Bumper, Headlight, Fender, Bell, Taillight, Footrest, Charging Port, Tire, Chain, Cover 3 Months 3 Months Breakage or loss of function (excludes external forces)
Vehicle Appearance Unboxing Unboxing Visible scratches/color issues (requires full unpacking video)


8. Important Notes
  1. Unauthorized returns (no prior approval) will be refused, and no refunds/exchanges will be provided.
  2. Return shipping fees for non-quality issues are the customer’s responsibility (see Section 2 for amounts).
  3. Products returned without original packaging/accessories may be rejected or incur additional fees.
  4. This policy applies only to purchases from ride5thwheel.com—third-party purchases are not covered.

For further questions, contact our customer service team at service@ride5thwheel.com. We aim to resolve all return-related inquiries within 48 hours.