Refund policy
RETURNS, REFUNDS & CANCELLATIONS POLICY
At MTN MOTOWORKS, we stand behind the products we sell and want our customers to purchase with confidence.
Because many of our products are performance parts, fitment-sensitive components, electrical components, specialty-order products, supplier-procured products, and e-moto products, all returns, refunds, exchanges, and cancellations are subject to the requirements below.
Please review product specifications, fitment information, and your order carefully before completing your purchase.
14-DAY RETURN POLICY
You have 14 days from the date your order is delivered to request an eligible return.
To qualify for a standard return, the product must be:
- Unused and unworn
- Uninstalled and unmodified
- Unopened when required under the product-specific conditions below
- In the same condition in which it was received
- Complete with all original packaging, hardware, manuals, accessories, labels, and components
- Accompanied by proof of purchase or order confirmation
To request a return, contact:
All returns require prior authorization from MTN MOTOWORKS.
Products returned without prior authorization may be refused or returned to the customer.
Approval of a return request does not guarantee a refund. Final refund eligibility is determined only after the returned product has been received, inspected, and approved by MTN MOTOWORKS.
RETURN SHIPPING, RESTOCKING & REPACKING
Unless the return results from an item that arrived damaged, defective, incomplete, or incorrect due to an error by MTN MOTOWORKS, the customer is responsible for return shipping costs.
Original shipping, freight, expedited shipping, delivery charges, and other carrier-related charges are non-refundable, unless otherwise required by applicable law.
Eligible customer-initiated returns, including returns resulting from:
- Buyer’s remorse
- Incorrect ordering
- Changed preference
- Customer fitment error
- No longer wanting or needing the product
may be subject to a 15% restocking fee based on the product purchase price.
The restocking fee is intended to offset reasonable costs associated with receiving, inspecting, handling, processing, repackaging, and returning eligible merchandise to sellable inventory.
ADDITIONAL REPACKAGING OR CONDITION-RELATED DEDUCTIONS
MTN MOTOWORKS reserves the right to deduct additional reasonable amounts from an otherwise eligible refund when a returned product requires extraordinary:
- Repackaging
- Replacement packaging
- Cleaning
- Reconditioning
- Replacement of missing hardware or components
- Additional handling
- Restoration
- Repair of customer-caused packaging damage
- Other work reasonably necessary because of the condition in which the product was returned
Any additional deduction will be based on the actual condition of the returned product and the reasonable costs or loss in value associated with restoring the product to an appropriate resale condition.
Condition-related deductions will not be imposed as a duplicate charge for costs already reasonably covered by the standard restocking fee.
MTN MOTOWORKS will not assess a restocking, repacking, or similar deduction when we confirm that the customer received an incorrect product or a product that arrived defective, incomplete, or damaged through no fault of the customer.
We strongly recommend using a trackable and insured return shipping method.
Customers remain responsible for returned products until they are delivered to the authorized return location.
DAMAGED, DEFECTIVE, INCORRECT OR INCOMPLETE ITEMS
Please inspect your order immediately upon delivery.
If your product arrives damaged, defective, incomplete, or incorrect, contact:
Please contact us as soon as possible so we can review the issue and determine the appropriate resolution.
Depending on the reported issue, MTN MOTOWORKS may request:
- Photos of the product
- Photos of the packaging
- Photos of the shipping label
- Video demonstrating the reported issue
- Serial number or product identification information
- Installation information
- Wiring information
- Configuration information
- Diagnostic or troubleshooting information
- Additional documentation reasonably necessary to evaluate the claim
These materials may be required before a replacement, warranty claim, return, store credit, or refund can be approved.
Do not install, modify, wire, disassemble, energize, program, or continue using a product that appears damaged or defective unless instructed by MTN MOTOWORKS.
Continued use, installation, modification, wiring, programming, testing, or disassembly may affect return or warranty eligibility.
ELECTRICAL COMPONENTS
Electrical products are subject to additional return restrictions because installation, connection, testing, programming, energizing, or modification can permanently alter the condition of the product.
Electrical components include, but are not limited to:
- Batteries
- Controllers
- Wiring harnesses
- Chargers
- Displays
- Lights
- Headlights
- Rock lights
- Horn kits
- Switches
- Sensors
- Connectors
- DC/DC converters
- Electronic modules
- Powered accessories
- Plug-in accessories
Unless confirmed defective or otherwise covered by an applicable warranty, electrical components are final sale once opened, installed, connected, energized, programmed, modified, tested, or used.
Electrical products submitted for a standard return must be unused, uninstalled, unmodified, unconnected, unenergized, unprogrammed, and in their original packaging.
MTN MOTOWORKS is not responsible for electrical damage resulting from:
- Improper installation
- Incorrect wiring
- Reverse polarity
- Incorrect voltage
- Incompatible electrical systems
- Improper programming
- Water exposure
- Modification
- Misuse
- Incompatible components
- Incorrect connector configuration
- Failure to verify compatibility before installation
A defective-product or warranty claim will be evaluated separately from a standard return request.
INSTALLATION & LABOR COSTS
Unless expressly agreed to by MTN MOTOWORKS in writing or required by applicable law, MTN MOTOWORKS is not responsible for:
- Installation labor
- Removal costs
- Reinstallation costs
- Diagnostic fees
- Towing expenses
- Transportation expenses
- Vehicle downtime
- Third-party repair costs
- Modification expenses
- Programming expenses
- Other incidental or consequential expenses related to installing, removing, troubleshooting, repairing, or replacing a product
Customers should verify product condition, specifications, fitment, compatibility, voltage requirements, and installation requirements before installation or modification and before incurring third-party labor or service costs.
FITMENT & COMPATIBILITY
Customers are responsible for confirming product:
- Fitment
- Compatibility
- Specifications
- Voltage requirements
- Connector configuration
- Dimensions
- Installation requirements
- Vehicle application
before purchase and installation.
Vehicle modifications, aftermarket components, production changes, model-year differences, previous modifications, aftermarket wiring, and non-factory configurations may affect compatibility.
MTN MOTOWORKS is not responsible for damage, installation problems, or incompatibility resulting from:
- Incorrect fitment
- Improper installation
- Modification
- Misuse
- Incorrect wiring
- Incorrect voltage
- Incompatible components
- Failure to verify specifications
- Failure to verify compatibility before purchase or installation
If you are uncertain about compatibility or fitment, contact:
before purchasing, installing, wiring, programming, or modifying the product.
NON-RETURNABLE & FINAL SALE ITEMS
Unless defective, damaged upon arrival, incorrectly shipped, or otherwise required by applicable law, the following products are not eligible for standard returns:
- Installed products
- Used products
- Worn products
- Tested products
- Modified products
- Electrical components that have been opened, installed, connected, energized, programmed, modified, tested, or used
- Custom-built products
- Customized products
- Made-to-order products
- Special-order products specifically identified as non-returnable
- Products identified as Final Sale
- Clearance or closeout products specifically identified as non-returnable
- Gift cards
- Products missing original packaging
- Products missing hardware
- Products missing accessories
- Products missing manuals, labels, or components
- Products damaged after delivery due to installation, misuse, modification, neglect, improper storage, improper transportation, or improper handling
MTN MOTOWORKS reserves the right to refuse a return or reduce an otherwise eligible refund when a returned product does not meet the stated return requirements, where permitted by applicable law.
ORDER CANCELLATIONS
Please review your order carefully before completing checkout.
Customers who need to request a cancellation should contact MTN MOTOWORKS immediately after placing the order.
Cancellation requests should generally be submitted within 1 hour of placing the order.
The 1-hour period provides customers an opportunity to request cancellation but does not guarantee cancellation, because processing, procurement, supplier fulfillment, or other fulfillment activity may begin immediately after an order is submitted.
For assistance, contact:
Submitting a cancellation request does not automatically cancel the order.
A cancellation is valid only after MTN MOTOWORKS confirms that the cancellation has been approved.
PROCESSING & FULFILLMENT CUTOFF
MTN MOTOWORKS will make reasonable efforts to accommodate timely cancellation requests.
However, once an order has entered:
- Processing
- Procurement
- Production
- Customization
- Supplier fulfillment
- Warehouse fulfillment
- Packaging
- Freight preparation
- Shipping preparation
- Carrier processing
- Other committed fulfillment activity
the order may no longer be eligible for cancellation.
An order may be considered to have entered fulfillment when it has been packaged, submitted to a supplier or fulfillment partner, assigned shipping documentation or tracking, prepared for carrier pickup, or otherwise committed for fulfillment.
Orders that have been marked fulfilled or shipped cannot be canceled.
If an order has already entered fulfillment and the customer no longer wants the product, the customer must receive the shipment and, if eligible, request a return under this policy.
STANDARD STOCKED PRODUCTS
Standard stocked products that have not entered processing, procurement, fulfillment, packaging, or shipment may generally be canceled without penalty.
After the initial cancellation-request period has expired, MTN MOTOWORKS may review cancellation requests on a case-by-case basis.
Approval is not guaranteed.
SPECIAL ORDERS, PREORDERS & SUPPLIER-PROCURED PRODUCTS
Preorder, special-order, supplier-procured, custom, customized, and made-to-order products may involve:
- Supplier commitments
- Manufacturing expenses
- Procurement expenses
- Reserved inventory
- Custom production
- Freight commitments
- Non-refundable deposits
- Other costs incurred specifically for the customer’s order
Once procurement, production, customization, supplier fulfillment, or other non-cancellable activity has begun, the order may become non-cancellable and non-refundable, except where otherwise required by applicable law.
Where permitted by law and appropriately disclosed, non-refundable costs already incurred specifically for an approved cancellation may be deducted from any refund.
SHIPPED & FULFILLED ORDERS
Once an order has been marked fulfilled or shipped, it cannot be canceled.
After delivery, the order must follow the applicable return requirements contained in this policy.
A request to cancel an order after fulfillment does not convert the shipment into an approved return.
The customer must receive the shipment and follow the return authorization process if the product is otherwise eligible for return.
REFUSED, UNDELIVERABLE & UNCLAIMED SHIPMENTS
Refusing delivery does not constitute an approved order cancellation.
Customers should not refuse delivery or instruct a carrier to return an order unless MTN MOTOWORKS has specifically authorized that action.
Orders that are:
- Refused at delivery
- Returned to sender
- Returned because of an incorrect shipping address supplied by the customer
- Returned because of an incomplete address
- Undeliverable because of customer-provided information
- Returned after going unclaimed
- Returned because the customer failed to accept delivery
- Redirected back to the sender at the customer's request
may be treated as customer-initiated returns.
Where permitted by applicable law, amounts deducted from an eligible refund may include:
- Original shipping charges
- Return shipping charges
- Freight charges
- Carrier return fees
- Address correction charges
- Redirection fees
- Other carrier charges
- Applicable 15% restocking fee
- Reasonable condition-related or repackaging deductions where applicable
A refund will not be issued merely because tracking indicates that a shipment is being returned.
The returned product must first be received and inspected by MTN MOTOWORKS or its authorized return location.
Orders returned because of an error by MTN MOTOWORKS will not be subject to these customer-caused deductions.
Customers are responsible for providing a complete and accurate shipping address at checkout.
MTN MOTOWORKS FULFILLMENT ISSUES
Customers will not be charged cancellation-related deductions when MTN MOTOWORKS cancels an order because we are unable to fulfill the order as agreed.
If an incorrect item was shipped or an item arrived damaged, defective, or incomplete through no fault of the customer, the matter will be handled under the applicable damaged-product, warranty, replacement, or refund process.
PREORDERS & SPECIAL ORDERS
Preorder, special-order, customized, supplier-procured, and made-to-order products may involve supplier commitments, production expenses, reserved inventory, manufacturing activity, or other costs specific to the customer’s order.
Cancellation and return eligibility for these products may differ from standard stocked products and may be identified on the applicable product page or communicated before fulfillment.
Once manufacturing, customization, procurement, supplier fulfillment, or another non-cancellable commitment has begun, the order may become non-refundable or non-cancellable, except where:
- The product is defective
- The product arrives damaged
- The incorrect product was supplied
- Applicable law provides otherwise
E-MOTOS, COMPLETE BIKES & FREIGHT ITEMS
Complete e-motos, electric motorcycles, complete bikes, oversized products, freight-shipped batteries, and other freight products may be subject to additional return and cancellation restrictions because of freight, assembly, battery, supplier, registration, and logistics requirements.
Once a complete vehicle has been:
- Assembled
- Ridden
- Registered
- Modified
- Materially used
- Otherwise placed into service
it is generally not eligible for a standard buyer-remorse return.
Complete e-moto and freight orders may also become non-cancellable once:
- Supplier procurement begins
- Assembly begins
- Freight preparation begins
- Fulfillment begins
- Transportation has been scheduled
- Shipment begins
Authorized returns may be subject to:
- Return freight charges
- Inspection costs
- Applicable 15% restocking fee
- Reasonable repackaging or reconditioning deductions
- Deductions for missing components
- Deductions for damage
- Deductions reflecting loss of value where permitted by applicable law
Products must be properly secured and packaged for return transportation.
Damage caused during return transportation because of inadequate or improper packaging may be deducted from the refund where permitted.
Products that arrive damaged, defective, incomplete, or incorrect will be handled under the applicable damaged-product or warranty process.
EXCHANGES
The fastest way to receive a different product is generally to complete the authorized return process for the original product and place a separate order for the replacement product.
All applicable return eligibility requirements continue to apply to products submitted for exchange.
Authorization of an exchange does not waive product-condition, electrical-component, fitment, restocking, or other applicable requirements contained in this policy.
REFUNDS
Refunds are issued only after an eligible returned product has been:
- Received
- Inspected
- Approved by MTN MOTOWORKS
Receipt of a returned package does not automatically mean the return or refund has been approved.
Once approved, refunds will generally be issued to the original payment method within 10 business days.
Your bank, credit-card company, financing provider, marketplace, or payment processor may require additional time to post the refund to your account.
Products returned:
- Used
- Installed
- Damaged
- Incomplete
- Modified
- Missing packaging
- Missing components
- Improperly packaged
- Otherwise outside the requirements of this policy
may:
- Be refused
- Be returned to the customer
- Be subject to the applicable 15% restocking fee
- Be subject to reasonable repackaging, replacement-packaging, cleaning, or reconditioning deductions
- Receive a reduced refund reflecting reasonable loss in value where permitted by applicable law
Original shipping, freight, expedited delivery charges, and other non-refundable carrier charges are not refunded unless the return resulted from an error by MTN MOTOWORKS or applicable law requires otherwise.
If more than 15 business days have passed after MTN MOTOWORKS confirms that your refund was approved, contact:
INTERNATIONAL ORDERS & CONSUMER RIGHTS
International customers are responsible for understanding any:
- Import requirements
- Customs requirements
- Duties
- Taxes
- Registration requirements
- Product-use restrictions
- Regulatory requirements
applicable within their jurisdiction.
Customers are responsible for customs duties, import taxes, brokerage charges, or similar fees unless otherwise stated at checkout.
For customers located in jurisdictions that provide mandatory statutory cancellation, return, warranty, or consumer-protection rights, those mandatory rights remain unaffected by this policy.
Where applicable law provides rights that differ from or exceed the terms of this policy, applicable statutory requirements will control.
QUESTIONS?
For questions regarding:
- Returns
- Refunds
- Cancellations
- Fitment
- Compatibility
- Defective products
- Damaged products
- Order eligibility
- Warranty-related issues
contact:
MTN MOTOWORKS
Where Performance Meets Passion™