Return and Refund Policy

• Return window: 90 days from delivery date
• Eligible for refund: New, unused items in original packaging
• Restocking fee: Tiered by condition. 0% for unopened items, 10% for opened-but-unused, 20% for installed or test-fit.
• Return shipping: You may use your own carrier, or we can send you a return label and deduct the actual shipping cost from your refund.
• Free return label: When an item arrives damaged, has missing parts, or is not what was ordered.
• Damage on arrival: Must be reported within 72 hours of delivery, with photos.
• Cancellations: Possible only before your order has been sent to our warehouse or fulfillment partner. Typically a very short window.

This section applies to orders that have not yet been shipped. Once an order has shipped, it falls under the Return Eligibility & Conditions section below.

When cancellation is possible

You may cancel your order at no cost only if your request reaches us before your order has been sent to our warehouse or one of our fulfillment partners for processing. We work through orders throughout each business day (Monday through Friday). Orders placed outside business hours, including weekends, are typically processed the next business day.

Because we cannot guarantee when in the business day your order will begin processing, contact us as soon as possible if you need to cancel. The sooner you reach us, the more likely we can stop the order before fulfillment begins.

When cancellation is not possible

Once your order has been sent to our warehouse or transmitted to a fulfillment partner, it cannot be cancelled. This includes orders for which custom fabrication has begun or coatings (such as chrome or ceramic) have been applied. If your order has reached this stage, please follow the return process below once you receive it.

How to request a cancellation

For the fastest response during business hours, submit a Cancellation Request through our online form. You may also call (605) 498-0105 (Mon-Fri, 9 AM-4:30 PM CST) or email info@twistedchoppers.com. Please have your order number ready when calling or emailing.

If your cancellation request reaches us in time, a full refund will be issued to your original payment method.

Inspect your order immediately upon delivery. If your item arrives damaged, has missing parts, or is not what was ordered, you must report it to us within 72 hours of delivery.

Required photos

Submit the report through our Return Request form or email info@twistedchoppers.com with your order number and photographs showing:

• The outer shipping packaging with the shipping label clearly visible, and any visible damage to the box
• The item inside the packaging
• A clear view of the damage, missing components, or incorrect item

Keep all original packaging

Keep all original packaging (shipping box, internal padding, manufacturer box, and all packing materials) until your claim is fully resolved. The carrier may require physical inspection of the packaging to process a damage claim. Discarding packaging before the claim is resolved may void our ability to file with the carrier and may disqualify you from a free return label or no-fault refund.

Late reports and discovered damage

Damage reports received more than 72 hours after delivery may not qualify for a free return label, a no-fault refund, or a carrier shipping claim. Damage discovered or claimed after a return has been initiated for a different reason (such as fitment) will be evaluated against the original return request and the item’s documented condition at the time of submission.

Return window and item condition

You may return new, unused items within 90 days of the delivery date for a refund, store credit, or exchange. The return window begins on the date the carrier marks your order as “Delivered.” Because carrier delivery tracking is not always available to us, our automated lookup calculates the window based on shipment date plus a delivery allowance, so your actual window from real delivery will be at least 90 days. Returned items must be:

• In new, unused condition, with no test-fits, temporary installs, or mounting attempts
• In their original manufacturer packaging, with all tags, hardware, instructions, and accessories included
• Free of defects such as scuffs, scratches, fingerprints, grease, or signs of installation

Items that show wear, alteration, modification, or damage from attempted installation cannot be returned. We strongly recommend a careful inspection (including a dry check of fitment without mounting) before any further handling.

Fitment and builder responsibility

Fitment of custom components is the responsibility of the builder. Please verify all clearances (tire width, frame width, chain path, mounting points) before ordering. Twisted Choppers is not responsible for fitment issues arising from non-standard tire sizes, rim widths, or frame modifications. Claims that a part “does not fit” despite matching our listed dimensions will be treated as a standard return.

For all fitment claims, you must include photographs showing the part being measured against the bike so we can verify the discrepancy before approving the return.

Raw steel items

Raw steel items must be returned free of fingerprints, grease, and surface oxidation (rust). Items requiring re-prep due to poor handling will be subject to the higher restocking tier or rejection.

Return packaging

Returns must be packed securely in the original manufacturer packaging to prevent movement and damage to finishes such as paint, powder coating, or chrome. Damage occurring during return shipping due to insufficient or missing original packaging is the customer’s responsibility and may result in the return being rejected or assigned to the highest restocking tier. For high-value items, we recommend using a trackable shipping service with insurance.

Non-returnable items

The following items are not eligible for return under any circumstances:

• Electronics and fuel tuners. Once removed from packaging, we cannot verify unused condition.
• Springer front ends.
• Wheels.
• Rear fenders with welded struts. A custom add-on option selected at checkout that involves welding and finishing which cannot be reversed.
• Custom-made or special-order items of any kind, including parts cut, drilled, welded, painted, powder coated, ceramic coated, or otherwise modified to customer specification.

These limitations are noted on the relevant product pages or in product options at the time of purchase.

How to return

1. Submit a Return Request through our online form. You will be asked for your order number, the item(s) being returned, the reason, and (for fitment, defect, or damage claims) photos showing the issue. If you prefer, you may instead email info@twistedchoppers.com with the same information. Please have your order number ready.
2. Wait for our approval and shipping instructions. Do not ship anything until you receive approval from our team. Packages received without prior approval may be refused or set aside.
3. Pack securely in the original packaging, include a copy of your order, and write your order number clearly on the outside of the package.
4. Ship to: Twisted Choppers, Attn: Returns (Order #XXXXX), 27085 S Tallgrass Ave, Sioux Falls, SD 57108
5. We will inspect the returned item upon receipt (usually within 3 business days) and notify you of approval, partial approval, or rejection.

Return shipping options

When you submit your return request, you will choose one of the following:

• TC-issued return label. We create the label using our carrier accounts and the actual shipping cost is deducted from your refund. This is the simplest option. You will drop the package at any FedEx, UPS, or USPS location and we handle the rest. Because shipping costs vary by item size and weight, we will provide an estimated cost when you submit your request, and the final amount deducted will reflect the actual carrier charge.
• Your own carrier. You ship the package back yourself using any carrier you prefer. We recommend a service with tracking and insurance. Provide the tracking number when you send the package.
• Free TC-issued label. Provided only if your item arrived damaged, has missing parts, or is not what was ordered (see Refunds & Fees below).

Original outbound shipping is non-refundable. If your order shipped under our “Free Shipping” offer, the actual outbound shipping cost we incurred will be deducted from your refund.

Damage during return transit

If your item is damaged during return shipment:

• On a TC-issued return label (paid or free): Twisted Choppers is the shipper of record and will file any required carrier claim. Your refund will be processed based on the item’s condition at the time you shipped it, as stated in your return request, provided the item was packed in compliance with the Return Packaging requirements above. Damage caused by inadequate packaging, missing padding, or use of the manufacturer’s product box as the shipping container is the customer’s responsibility regardless of who provided the label.
• On your own carrier: You are the shipper of record. You are responsible for filing any required claim with your shipping provider. Your refund will be based on the item’s condition when received at our facility.

Restocking fee tiers

Restocking fees are based on the condition of the item upon inspection:

Condition on receipt	Restocking fee
Unopened, factory-sealed, packaging intact	0%
Opened but unused, packaging needs minor repack	10%
Test-fit, installed, mounting marks, or raw steel requiring re-prep	20%
Installation damage, oxidation, missing parts, or destroyed packaging	Return refused

The tier is determined by our team during inspection. Photos will be provided on request if the assigned tier is disputed.

Free return label

We provide a free, prepaid return label only if your item:

• Arrived damaged during shipping (reported within 72 hours of delivery, with photos)
• Has missing parts that should have been included (reported within 72 hours of delivery)
• Is not what was ordered (wrong item shipped by us)

Fee waivers for store credit or direct exchange

The restocking fee is waived if you choose store credit or a direct exchange for another product of equal or greater value. Customer remains responsible for return shipping unless the return qualifies for a free return label above.

Refund timeline

Refunds are typically processed within 5-7 business days of return inspection. Once processed, your bank or card issuer may take an additional 2-10 business days to post the credit to your account.

Coverage

We warrant Twisted Choppers branded products to be free from manufacturing defects for 90 days from the date of purchase. This warranty does not cover misuse, improper installation, normal wear, or finishes compromised by improperly tuned engines or other external causes.

Third-party products

We do not warrant third-party products. For warranty claims on third-party items, please contact the manufacturer directly. We can assist by providing your purchase information if needed.

Filing a warranty claim

To initiate a warranty claim, email info@twistedchoppers.com with your order number, photos of the defect, and a description of the issue. Please have your order number ready.

International returns

International returns are accepted under the same conditions as domestic returns, with the following additional terms:

• Customer is responsible for all return shipping costs, brokerage fees, customs duties, and taxes
• Packages must be marked as “Merchandise Return” with a carrier that does not bill brokerage fees to Twisted Choppers
• Packages shipped COD or with brokerage fees charged to us upon delivery will be refused
• Original international shipping costs are non-refundable
• International return processing may take 4-8 weeks from when we receive the package
• Refunds are issued in USD to your original payment method. Any currency conversion fees are between you and your card issuer.

We strongly recommend contacting us before initiating an international return so we can confirm the return is approved and provide return instructions specific to your country.

Abuse of return policy

This policy exists to ensure a fair return experience for our customers. We reserve the right to refuse returns, charge additional restocking fees, or decline future orders from customers who:

• Order multiple quantities of the same or similar item with the apparent intention of returning the majority
• Return a high percentage of orders over time
• Submit returns that show a pattern of installation, use, or wear inconsistent with the stated reason
• Attempt to return items outside the categories or conditions described in this policy

Excessive use of return privileges may result in account restrictions or refusal of future service.

Post-delivery liability

Once a package is documented as “Delivered” by the carrier (via GPS, photo, or signature), Twisted Choppers is not liable for theft, loss, or damage occurring after delivery. It is the customer’s responsibility to secure packages once delivered.

If theft is a concern in your area, we recommend arranging carrier hold-for-pickup options, scheduling deliveries when someone can be present, or providing alternate delivery instructions through the carrier. For status verification, contact info@twistedchoppers.com.