Refund policy
The Rider Lab™ Guarantee
We stand behind everything we make. If something isn't right with your order, we're always here to help and we'll work with you to make it right. Most items are covered by our 30 day return policy (see eligibility below). Questions at any point? Reach out via our contact form anytime, you'll hear back from a real person within 24 hours, including weekends.
1) Return window
You have 30 days from the date you receive your item to request a return.
2) Eligibility
To be eligible, items must be:
- Unworn/unused, with tags, and in original packaging
- Returned with the receipt or proof of purchase
All returns require prior return authorization. Please contact us before sending anything back, do not ship items to the return address on your package without approval. Items sent back without a prior return authorization will not be accepted and will not be eligible for a refund.
We reserve the right to refuse any return if there are:
- Any signs of wear
- Missing parts of the item
3) How to start a return
To start a return, please reach out to us via our contact form, with your order number and reason for return. Once approved, we will provide the correct return address and instructions. Please note that as a small business, we do NOT pay for the return label back to our warehouse.
4) Restocking fee
A restocking fee of up to 15% may apply to returns that are not due to our error (defective, damaged on arrival, or wrong item). The fee is deducted from your refund. In many cases we're able to waive this fee, reach out and we'll do our best.
If the item is defective, damaged, or we shipped the wrong product, the restocking fee is always waived.
5) Shipping costs
- Original shipping charges are not refunded.
- Return shipping is the responsibility of the customer.
6) Exchanges
Want a different size, color, or item? We're happy to help! The fastest way is to return your original item for a refund (per this policy) and place a new order for the one you want, so your new gear ships out right away instead of waiting on the return to arrive. If you have any questions along the way, just reach out and we'll walk you through it.
7) Damages & issues
Please inspect your order upon delivery and contact us within 7 days of delivery if it's defective, damaged, or you received the wrong item, including photos of the item and packaging, so we can evaluate and make it right.
8) Non-returnable items
We cannot accept returns for:
- Final sale items or gift cards
- Custom/personalized products
- Used items, items missing key packaging/components, or items with hygiene concerns (e.g., ear accessories)
If you're unsure whether your item qualifies, please reach out to us via our contact form.
9) Returned to Sender Packages
Packages returned to sender due to an incorrect or incomplete address, refused delivery, an unclaimed package, or failure to pick up the package do not qualify as returns under this policy and are not eligible for a refund. The customer may request reshipment and is responsible for the reshipping fees. See our Shipping Policy for full details.
10) EU customers, 14 day cooling off period
If your order ships into the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason. Items must be in their original condition with tags and packaging, and you'll need the receipt or proof of purchase. For EU withdrawals, the restocking fee (Section 4) does not apply and original standard shipping charges are refunded.
11) Refunds
Once your return is received and inspected, we'll notify you of approval or denial. Returns are typically inspected and processed within 3 to 5 business days of arriving at our facility. If approved, we'll issue a refund to your original payment method minus:
- Any restocking fee (see Section 4)
- Original shipping (Section 5)
- Return shipping, if applicable (Section 5)
Please allow up to 10 business days for your bank or card issuer to post the refund. If it has been more than 15 business days since approval, contact us.