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

Our warranty policy applies to customers in the United States and Canada.
Warranty coverage varies by component, as outlined below：

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.