Refund & Return Policy
We want you to be confident on your new e-bike. If something is not right, here is how returns and refunds work at RideRow.
Return window
You may request a return within 14 days of delivery for most items. The bike must be in original, resalable condition — unridden beyond a brief test, clean, undamaged, and with all packaging, manuals, chargers, and accessories included.
How to start a return
Email support@riderow.com with your order number and the reason for the return. We will reply with return instructions and, where applicable, a return label. Please do not ship anything back before you receive authorization.
Refunds
- Once we receive and inspect the returned item, we issue a refund of the product price to your original payment method.
- Refunds are typically processed within 5–10 business days after inspection. Your bank may take additional time to post it.
- Original shipping charges are non-refundable except where an item arrived defective or we made an error.
Restocking fee
Returns of large items such as e-bikes may be subject to a restocking fee of up to 10% to cover inbound freight and reconditioning. We will tell you any applicable fee before you ship the item back, so there are no surprises.
Return shipping
Unless the return is due to a defect or our error, you are responsible for return shipping. E-bikes are heavy freight; we can help you arrange a carrier and reuse the original packaging.
Items that cannot be returned
- Items showing wear from use beyond a short test ride.
- Consumable or hygiene-related accessories once opened.
- Items missing original packaging, chargers, or parts.
- Clearance or final-sale items marked as non-returnable at checkout.
Damaged or defective on arrival
If your item arrives damaged or has a defect, contact support@riderow.com within 48 hours with photos. For manufacturing defects after that window, we open a manufacturer warranty claim on your behalf and advocate for a repair, replacement, or other remedy under the manufacturer's terms. See the Warranty Support page.
Exchanges
Want a different model? The simplest path is to return the eligible item for a refund and place a new order. Email us and we will coordinate the timing so you are not left waiting.
Contact
Questions about a return or refund? Email support@riderow.com.
Last updated: July 15, 2026. This policy is in addition to any rights you have under applicable law.