Refund policy

Returns and Refunds

We would rather you end up with the right part than keep your money for the wrong one. Here is exactly how returns work at RYVOX.

The 30-Day Window

You have 30 days from the delivery date to request a return. Email support@ryvox.com with your order number and what is wrong, and we will send you a return authorization before you ship anything back. Packages sent back without authorization can get lost in our receiving and slow your refund down.

Refunds go back to the original payment method within 5 business days of us receiving and inspecting the item.

What Has to Be True for a Return

Parts must be unused and uninstalled, in the original packaging, with all hardware included. Once a part has been mounted, wired in, torqued down, or run, it is no longer sellable as new and we cannot take it back.

Electrical parts installed by the customer are not returnable. Controllers, motors, displays, harnesses and BMS units are easy to damage on install and impossible for us to verify afterward. If you are unsure about fitment or wiring, email support@ryvox.com before you open the box and we will confirm it.

Custom-Built and Made-to-Order Items

Wheels built to your selected configuration, and any part ordered in specifically for you, are made-to-order. If we have already placed the order with the manufacturer, a cancellation may be subject to the restocking fee below. Reach out early — before it is built or shipped we can almost always cancel cleanly.

Who Pays Return Shipping

If the item is defective, or we sent you the wrong thing, we pay. We will email you a prepaid label.

If you ordered the wrong part or changed your mind, you pay return shipping. That is true even if your original order shipped at a flat rate.

Restocking Fee on Wheel Sets and Suspension

Non-defective returns of wheel sets and suspension components carry a 15% restocking fee. These are large, heavy, freight-sensitive items and we absorb real cost getting them back on the shelf in resellable condition. Defective items and our own errors are never charged a restocking fee.

Battery Packs

Lithium battery packs are non-returnable once installed or once damaged. Inspect the pack the moment it arrives. If something is wrong with it, stop, do not install it, and email support@ryvox.com the same day with photos.

Services and Build Deposits

Service work is not returnable once we have started. That includes installs, powder coat, diagnosis, labor and any bench time already spent on your bike.

Build deposits are credited in full against the final invoice for your build. If you change your mind before we start work, your deposit is fully refundable. Once we begin ordering parts or turning wrenches, the deposit is applied to work performed.

Damaged or Missing Shipments

Inspect your box on arrival. If it shows freight damage, note it on the delivery receipt before you sign — a signed clean receipt makes a carrier claim very difficult to win. Report shipping damage or a missing item to support@ryvox.com within 5 days of delivery so we can file while the claim window is still open.

Questions First, Returns Second

Most returns we see could have been a two-minute email. We know these platforms. Tell us your bike and what you are trying to do and we will tell you what actually fits. Email support@ryvox.com or call/text (719) 791-1971.