Refund & Return Policy

Our Return Policy

If you have purchased Redo with your order, to start a return or exchange, visit our return portal here.
We always start return eligibility from the date of delivery, we didn't think it would be very fair otherwise.
If you are unsatisfied with any vehicle purchase, and the below restrictions are met, you can return it within 14 days from delivery, cancellation fees will apply.

Of course, we will pay return shipping costs if the return is a cause of our error (we are human too!). Don't hesitate to call us 415-289-9676
If you purchase an item and that item goes on sale by us, we allow a 7 day price matching policy from date of purchase.
Alien Rides requires a signature for all items valued over $50. If you miss multiple delivery attempts by USPS or UPS and do not make an effort to resolve the situation by picking up your package at the nearest regional shipping center or addressing any availability issues, Alien Rides cannot be held responsible for any additional costs incurred in reshipping your item.
Please note that on top of shipping fees, a service charge of up to 15 percent may be added to items that need to be shipped out an additional time if the error is not our fault. This is a may, not ala requirement, and we will use our discretion and try to work with you if it was a small oversight during your checkout process.
If you are aware of recurring delivery problems in your area, you can send us an email after placing your order to release Alien Rides from any financial liability should your package be lost, stolen during transport, or left on your porch and subsequently stolen.

Most items and reservations are subject to a restocking or cancellation fee of 10% of the order total + shipping costs. If an item has not been shipped we may waive this fee

Before a return, the customer must have written approval of said return from Alien Rides through support@alienrides.com
Shipping not included, and is subtracted the from the refund
All original packaging materials are considered to be part of the final product and must be supplied with the return. This includes all foam, bubble wrap, styrofoam, boxes and cardboard. If the vehicle is not packaged properly, a full refund may not be issued
For Rion and other items, please check our Exceptions /non-returnable items below

If the vehicle has been used or ridden, returns are normally not allowed. If we agree, a return with a 20% restocking fee if the vehicle has been used but is still in excellent/new condition and has less than 5 miles on the odometer. This excludes the true cost of us originally sending to you if you were eligible for free shipping and returning shipping labels if we provided
If we receive the vehicle back and notice any damage, or missing materials we may reject the return and ship back to you at your cost. For EUC's we can not accept returns when OEM PADS that use the one time double sided tape application. The restocking fee will be increased by the cost of new pads for that model. Please make sure there is no damage or missing materials including packing styrofoam as this will also cause your return to be rejected.
We charge a 3.5% credit card processing fee on all online orders prior to shipping. If there is a mistake with your order, please call us immediately at 415-289-9676. We pride ourselves on shipping orders as soon as they come in, so it’s crucial to reach us by phone—email or chat requests may not be seen in time before we start processing your order.

If you cancel your order after processing has begun, a 10% restocking fee may be applied in addition to the 3.5% processing fee. This is why it’s important to notify us right away if any changes or cancellations are needed.

As a small business, cancellations can cost our shipping department 20-45 minutes of time, not to mention the costs associated with credit card fees and canceling shipping labels. We try to avoid these fees, but they are necessary to cover the resources involved.
Please note return processing can take on average anywhere from 10-30 days upon delivery back to us. Most times return refunds are processed way faster than that.
If any vehicle stops working or has major issues within the first 5 miles on the odometer we will cover shipping both ways and resolve your issue or ship you a replacement vehicle promptly.

Damages and Issues

Please inspect your order upon reception and contact us immediately (within 24 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Pictures and video will speed up the process, please provide as much details as possible.

DO NOT ride or use your product. We will not accept returns of vehicles that have been ridden.

If the vehicle determined damages through shipping, we will do the following:

Parts will be sent free of charge.
If you need help with installing any part, we will be happy to assist you over text or video call.
If parts are unavailable, we will get them for you as soon as possible.
We offer repair, but you are subject to paying one-way shipping at no labor/parts cost
Non-warranty damages and issues may be sent in for repair at a labor rate of $150/hr. We will not pay for shipping.

Exceptions/non-returnable items

Certain types of items cannot be returned, like personalized and customized goods (Example: Controller). Please get in touch if you have questions or concerns about your specific item.

As part of our return policy, items such as motor controllers, circuit boards, drive boards, and any components containing semiconductors are non-returnable. This policy ensures the safety and reliability of our products for all customers. Similar to how grocery stores must dispose of returned food items due to potential tampering, we cannot guarantee the integrity of these electronic components if we allowed them to be returned.

We do not accept returns on sale items or gift cards.

Items that are custom made to order are subject to a higher restocking fee of 25%. This includes batteries, the RION APEX and any modifications.

All battery returns are subject to a 25% restocking fee, along with labor rates for installation (if applicable) deducted from the refund as well. For example, if you purchased a $1,000 range extender with a Vsett, it would be subject to a 25% fee, along with shipping fees both ways if we shipped for free.

Helmets and protective gear have a 14 day return window and are only accepted with all original stickers and packaging and no use.

Any electronic circuit boards can not be returned once installed. This is to protect any future customer should it be restocked as "new". This is why we don't do returns on electronics, driver boards, motor controllers etc. Exceptions may be mad but that is no guarantee.

Printed items are not returnable.

We are not liable if a software update bricks your wheel.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Pre-order Cancellation/Switch

You are allowed to change your pre-order item once before we will charge a 3.5% transaction fee. Example: Changing your order from the Master Samsung 50E to the Master Molicel is not subject to a fee, but if you switch back to the 50E, you will pay an additional 3.5% fee.

Pre-order deposits are refundable, minus cancellation fees, up until three months after the arrival notification. After three months without the remaining balance payment, pre-order deposits are no longer refundable.

If you'd like to cancel your pre-order, please send us an email containing your order number stating that you'd like to cancel. We do charge a 3.5% transaction fee for all pre-order cancellations. You will receive an email confirming your cancellation once it is processed on our end, and a subsequent email confirming your refund has been processed.

Redo. Free Returns & Exchanges + Package Protection

If you selected the optional Redo checkbox during checkout, you're covered with our Free Returns & Exchanges plus Package Protection. This service ensures your order is protected against damage or loss during shipping and includes free round-trip shipping for warranty claims if you send your unit to one of our service locations. Without Redo, we only cover the return shipping back to you after your unit is serviced.

Most of our products come with a 2-year warranty, giving you peace of mind long after your purchase. Please note that this protection does not apply to returns or exchanges outside of our warranty terms and standard return policy.