Refund policy
Return & Refund Policy
Our Guarantees
30-Day Satisfaction Guarantee
We stand behind the quality of our products. You have 30 days after receiving your Hexrider item to request a return.
Because Hexrider is designed for real motorcycle riding, we ask customers to complete a 50-mile comfort trial before requesting a return for comfort-related reasons. Many riders notice the full benefit only after testing the cushion during an actual ride, once posture, pressure points, and road vibration come into play.
If you have completed the 50-mile trial and are still not satisfied, contact us within 30 days of receiving your order and we will help make it right.
50-Mile Comfort Trial Requirement
Hexrider cushions are designed to be tested during real motorcycle use, not just judged by how they feel when first installed or sat on briefly.
Because comfort, pressure relief, and riding posture can change after actual road time, we require customers to complete a minimum 50-mile ride trial before requesting a return for comfort-related reasons.
To qualify for a comfort-based return under our 30-Day Satisfaction Guarantee, the customer must:
- Ride with the Hexrider cushion for at least 50 miles
- Use the cushion as intended and install it properly on the motorcycle seat
- Contact us within 30 days of receiving the item
- Provide the order number and reason for return
- Return the product in acceptable condition, with no intentional damage, misuse, or modifications
This 50-mile trial requirement helps ensure the cushion has been given a fair chance to adjust to the rider, seat, and riding position.
This requirement applies only to returns based on comfort, fit preference, or personal satisfaction. It does not apply to defective, damaged, or incorrect items.
Lifetime Warranty Protection
Your Hexrider product is protected by our comprehensive lifetime warranty. We will replace your product if it becomes damaged due to:
- Normal wear and tear from regular motorcycle use
- Accidental damage during proper use
- Manufacturing defects
Please Note: The lifetime warranty does not cover intentional damage, misuse, or damage resulting from improper installation or modifications. Given the unique demands of motorcycle equipment, we assess each warranty claim individually to ensure fair coverage for genuine accidents and wear.
30-Day Return Policy
Eligibility Requirements
To qualify for a return within our 30-day window, your item must be:
- Returned within 30 days of delivery
- In similar condition to when you received it
- Free from intentional damage, misuse, improper installation, or modifications
- Returned with the original packaging and all included accessories, when possible
- Accompanied by the receipt or proof of purchase
- For comfort-related returns, tested for at least 50 miles of riding before the return request is submitted
Important: We cannot accept returns on items that show signs of intentional damage, misuse, improper installation, or modification. Normal light use from completing the 50-mile comfort trial is acceptable.
How to Initiate a Return
To start your return process:
- Contact us at info@hexrider.com within 30 days of receiving your item
- Include your order number and reason for return
- Wait for return authorization before shipping
Refund Process
Once we receive and inspect your returned product, we will notify you of the approval status of your refund. The inspection ensures the item meets our return conditions.
If your return is approved:
- We will initiate a full refund to your original payment method
- Refunds are processed within 10 business days of approval
- For comfort-related returns, confirm that you completed the 50-mile comfort trial
- Your bank or credit card company may take additional time to post the refund
If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@hexrider.com.
Damages and Issues
Please inspect your order immediately upon reception. If you discover any of the following issues, contact us right away:
- Defective items
- Damaged products
- Wrong items received
We will evaluate the issue promptly and make it right. This is separate from our standard return policy and is handled on a case-by-case basis.
Exceptions & Non-Returnable Items
Certain types of items cannot be returned, including:
- Custom products or special orders
- Personalized items
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
Please contact us if you have questions about your specific item's eligibility for return.
Exchanges
The fastest way to ensure you receive the item you want is to:
- Return the item you have following our return process
- Once the return is accepted and processed
- Place a separate order for the new item
Order Cancellation Policy
IMPORTANT: Orders can only be cancelled within 8 hours of being placed.
Once 8 hours have passed from the time your order was placed, it has already been sent to our fulfillment center and we cannot stop or cancel it.
If you need to cancel your order, contact us immediately at info@hexrider.com with your order number. We will do our best to help if your order is still within the 8-hour window.
If your order has already passed the 8-hour window, do not worry. Once your package arrives, simply contact us and we will send you a free return shipping label. As soon as the item is back at our warehouse, we will process your full refund right away.
Chargebacks & Returns Policy
We kindly ask all customers to contact us first if you face any issues. We are committed to finding the right solution for you, whether that means a replacement, refund, or store credit.
To ensure a smooth and fair process:
- Please initiate all refund or return requests through info@hexrider.com within the 30-day period.
- If a chargeback or payment dispute is filed before contacting us, the refund/return process (including our 30-day policy) will be considered invalid.
- By bypassing our support team and initiating a chargeback directly with your bank, you may lose eligibility for both refunds and replacements.
We believe in resolving problems with care and fairness, and we encourage you to give our support team the opportunity to assist you before escalating the matter.
Contact Us
Questions About Returns?
We're here to help! Contact our customer service team at:
Email: info@hexrider.com
This policy is effective as of the date of your purchase. Hexrider reserves the right to update this policy at any time.