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 it works.
The 30-day window (parts)
You have 30 days from delivery to request a return. Email support@ryvox.com with your order number and what is wrong; we send a return authorization before you ship anything back. Packages sent back without authorization can get lost in receiving and slow your refund down. Refunds go to the original payment method within 5 business days of receiving and inspecting the item.
Parts must be unused and uninstalled, in the original packaging with all hardware. 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.
RYVOX apparel — final sale
RYVOX apparel (tees, hoodies and other clothing) is final sale: no returns or exchanges for size or change of mind, so check sizing before you order — text us at (719) 791-1971 if you are between sizes. The one exception is a defect. If a piece arrives defective, damaged or misprinted, email support@ryvox.com within 30 days of delivery with your order number and a photo, and we replace it or refund it.
Controllers and electronics — non-refundable
Controllers and electronics are non-refundable: controllers, motors, displays, throttles, harnesses, BMS units, chargers and battery packs. They are easy to damage on install and impossible for us to verify afterward, so once they leave here they stay sold. Not sure about fitment or wiring? Email us before you order and we confirm it.
A unit that arrives dead or damaged is a warranty claim, not a return — do not install it, email support@ryvox.com within 5 days with photos, and we handle it with the manufacturer.
Complete bikes — non-refundable once shipped
- Before it ships: cancel any bike for a full refund, no fee. Reserve payments are refundable in full until the bike ships.
- Once it ships, a complete bike is non-refundable. It cannot be returned for a refund, refused at delivery, or exchanged for change of mind.
- Freight damage is a carrier claim, not a return: note it on the delivery receipt before you sign and we run the claim at no cost to you.
- Defects are covered against manufacturing defects present at delivery. Beyond that RYVOX offers no warranty of its own — any further coverage is the manufacturer’s, where they offer one, and we file the claim for you. We are an actual service shop, so defects are diagnosed on a lift here rather than by email.
Built wheel sets — non-refundable
Built-to-order wheels and wheel sets are non-refundable. Each one is laced and trued to your spec and cannot go back on a shelf. If you need to change or cancel a build, email us the same day you order — once the build is in the queue it is committed. Any other part ordered in specifically for you follows the same rule once we have placed the order.
Who pays return shipping
Defective, or we sent the wrong thing: we pay, and we email you a prepaid label. Wrong part ordered or change of mind: you pay return shipping, even if the original order shipped free or at a flat rate.
Restocking fee on stocked wheel sets and suspension
Non-defective returns of stocked (not built-to-order) wheel sets and suspension carry a 15% restocking fee — they are large, heavy, freight-sensitive items and we absorb real cost getting them back on the shelf. Defective items and our own errors are never charged a fee.
Battery packs
Lithium packs are non-refundable (see Controllers and electronics above). Inspect the pack the moment it arrives; if anything is wrong, do not install it — email support@ryvox.com the same day with photos and we handle it as a warranty claim.
Services and build deposits
Service work is not refundable once started — installs, powder coat, diagnosis, labor and bench time. Build deposits are credited in full against the final invoice; fully refundable until we start ordering parts or turning wrenches, then applied to work performed.
Damaged or missing shipments
Inspect on arrival. Freight damage goes on the delivery receipt before you sign. Report damage or a missing item to support@ryvox.com within 5 days of delivery so we can file inside the carrier's claim window.
Questions first, returns second
Most returns we see could have been a two-minute text. Tell us your bike and what you are trying to do — (719) 791-1971 or support@ryvox.com — and we tell you what actually fits.