Refund and Returns Policy

Effective Date: September 20, 2026
Last Updated: September 20, 2026

We want you to be happy with your purchase from Rider Matrix (“Rider Matrix,” “we,” “us,” or “our”). This Refund and Returns Policy explains how returns, refunds, cancellations, and damage or defect claims are handled. It should be read together with our Terms and Conditions and Shipping Policy.

1. Return Eligibility

1.1 Return Window

You may request a return within 30 days of the delivery date. Requests made after 30 days may not be accepted.

1.2 Condition Requirements

To be eligible for a return, items must be:

  • Unused, unassembled (or only partially unpacked for inspection), and in new condition;
  • In the original packaging with all manuals, accessories, chargers, and hardware included; and
  • Accompanied by your order number or proof of purchase.

1.3 Return Authorization Required

All returns require prior approval. Please contact us at support@ridermatrix.com to request a Return Merchandise Authorization (RMA) before sending anything back. Items returned without an approved RMA may be refused or delayed.

2. Non-Returnable Items

The following items cannot be returned or refunded unless they arrived damaged or defective:

  • Vehicles that have been assembled, ridden, charged, fueled, or otherwise used;
  • Items with signs of wear, scratches, damage, or modification after delivery;
  • Batteries and chargers that have been used or show signs of damage;
  • Gas, fluids, and other consumable items;
  • Clearance, final sale, special-order, or custom-configured items, where stated on the product page; and
  • Gift cards.

3. Damaged, Defective, or Incorrect Items

3.1 Items Damaged in Shipping

If your item arrives damaged, please follow these steps:

  1. Note any visible damage on the carrier’s delivery receipt before signing, where possible.
  2. Take clear photos of the packaging, the product, and any damage.
  3. Keep all original packaging materials.
  4. Contact us at support@ridermatrix.com within 48 hours of delivery with your order number and photos.

Once your claim is verified, we will, at our option, arrange a replacement, send replacement parts, or issue a refund. Claims reported after 48 hours may be more difficult to resolve with the carrier.

3.2 Defective Items

If your item does not function properly when received, contact us within 30 days of delivery. We may ask for photos, videos, or troubleshooting steps. Depending on the product, resolution may be handled through a replacement, repair, or refund, or through the manufacturer’s warranty.

Manufacturer Warranty

Most products carry a limited manufacturer warranty that covers defects in materials and workmanship for a stated period. Warranty coverage does not extend to normal wear and tear, accidents, improper assembly, modification, neglect, or misuse. We will help you start a warranty claim with the manufacturer when possible.

3.3 Incorrect Items

If you received the wrong item, contact us within 7 days of delivery and we will arrange the correct item at no cost to you.

4. Return Shipping

4.1 Our Error

If the return is due to our error, a damaged or defective item, or an incorrect item, we will cover reasonable return shipping costs.

4.2 Customer-Initiated Returns

If you are returning an item for any other reason, such as a change of mind or ordering the wrong item, you are responsible for return shipping costs, which can be significant for large or freight items. Original shipping charges are non-refundable.

4.3 Packaging and Freight Returns

Please pack the item securely in its original packaging. For large items, we will provide instructions for freight pickup or drop-off. Lithium batteries must be packaged and shipped in compliance with applicable transportation regulations, and we will provide guidance when your RMA is approved. You are responsible for items lost or damaged in return transit, so we recommend using a tracked and insured method.

5. Restocking Fee

Approved returns that are not due to our error, damage, or defect may be subject to a restocking fee of up to 15% of the item price to cover inspection, handling, and repackaging. Any applicable fee will be confirmed when your RMA is issued. Returned items that are missing parts or packaging, or that are not in new condition, may receive a reduced refund or be refused.

6. Refunds

6.1 Inspection

Once we receive your return, we will inspect it and notify you of the approval or rejection of your refund by email.

6.2 Refund Method and Timing

Approved refunds are issued to your original payment method. Refunds are typically processed within 5 to 7 business days after approval, and your bank or card issuer may take additional time to post the credit.

6.3 Partial Refunds

We may issue a partial refund if an item is returned with signs of use, missing components, or damage not caused by shipping, or if a restocking fee applies.

7. Exchanges

If you would like to exchange an item for a different size, color, or model, contact us. Where the replacement is available, we can often process an exchange. Otherwise, you may return the original item under this policy and place a new order.

8. Order Cancellations

You may request to cancel an order by contacting us as soon as possible. Orders that have not yet shipped can generally be canceled for a full refund. Once an order has shipped, it must be returned under this policy after delivery. Special-order items may not be cancellable once placed with the manufacturer.

9. Chargebacks and Disputes

If you have an issue with your order, please contact us first so we can resolve it quickly. We may contest chargebacks that are filed without first allowing us a reasonable opportunity to address the problem.

10. Contact Us

To start a return, report damage, or ask a question about this policy, please contact us at:

Rider Matrix
WayAustin, TX 78701
Email: support@ridermatrix.com