Refund policy

Effective date: July 17, 2026

This Warranty and Return Policy applies to products purchased directly from Pack Wheel Products, LLC, doing business as Pack Wheel.

Return Policy

Return Window

Products must be returned within 21 days of delivery.

Contact Pack Wheel before returning a product. Products sent without prior authorization may be refused.

Return Conditions

To qualify for a return, the product must:

1. Be in its original condition.

2. Be undamaged.

3. Include all parts, accessories, documentation, and components originally supplied.

4. Be packaged appropriately for return shipping.

5. Include valid proof of purchase.

Products showing signs of misuse, improper assembly, modification, excessive wear, damage, or missing parts may not qualify for return.

Restocking Fee

Approved returns are subject to a 15% restocking fee.

Non-Qualifying Returns

Do not return products that do not meet the conditions above.

Pack Wheel reserves the right to refuse a return or reduce the refund amount if the product is damaged, incomplete, improperly packaged, or otherwise does not meet the return requirements.

Return Authorization and Shipping

Contact Pack Wheel before shipping a return to receive return instructions.

Return-shipping responsibilities and any applicable shipping charges will be confirmed during the return-authorization process.

Pack Wheel is not responsible for returned products that are lost or damaged before they are delivered to us. Customers should use a trackable shipping method and package returned products securely.

Inspection and Refunds

Returned products will be inspected after they are received.

If the return is approved, the refund will be issued to the original payment method, less the 15% restocking fee and any other applicable deductions communicated during the return process.

Banks and payment providers may require additional time to post the refund to your account.

Limited Warranty

Pack Wheel provides the following limited warranty to the original owner of the product.

Lifetime Aluminum Frame Warranty

The Pack Wheel aluminum frame is covered for the lifetime of the original owner against defects in materials and workmanship.

One-Year Component Warranty

The following components are covered for one year from the original purchase date against defects in materials and workmanship:

1. Motor.

2. Battery.

3. Controller.

4. Brake-caliper system.

5. Wheel, including the axle, hub, spokes, and rim.

Warranty Remedies

If a covered defect occurs during the applicable warranty period, Pack Wheel Products, LLC may, at its discretion:

1. Repair the defect without charging for covered parts and labour.

2. Replace the defective product or component with the same or a reasonably similar design.

New, reconditioned, repaired, or replaced products and components are covered only for the remainder of the original warranty period.

After the applicable warranty period expires, repairs, replacement parts, labour, and shipping may be subject to additional charges.

Proof of Purchase

A valid sales receipt or other proof of purchase is required for all warranty claims.

The warranty applies only to the original product owner unless Pack Wheel confirms otherwise in writing.

Warranty Exclusions

This limited warranty does not cover the following:

Excessive or Improper Loading

Damage caused by:

1. Carrying more than 200 pounds on the Pack Wheel.

2. Positioning more than 50 pounds above the wheel.

3. Improperly securing, balancing, or distributing a load.

Consumable and Wear Components

The warranty does not cover components that wear through ordinary use, including:

1. Tires.

2. Tubes.

3. Tire liners.

4. Brake pads.

5. Grips.

6. Brake levers.

7. Chains.

8. Fasteners.

9. Other consumable or wear-related components.

Misuse, Damage, and Improper Maintenance

The warranty does not cover damage caused by:

1. Abuse, misuse, or neglect.

2. Accidents or collisions.

3. Improper use.

4. Failure to follow product instructions.

5. Improper maintenance.

6. Incorrect assembly or installation.

7. Unauthorized modifications or repairs.

8. Use outside the product’s intended purpose.

9. Fire, flooding, natural disasters, or other external events.

Cosmetic Damage

The warranty does not cover scratches, scuffs, marks, fading, or other cosmetic changes resulting from normal use or ordinary wear and tear.

Product Use and Safety

The Pack Wheel is designed to assist with hauling gear and game meat.

Customers are responsible for:

1. Reading and following all product instructions.

2. Inspecting the product before each use.

3. Performing appropriate maintenance.

4. Securing and balancing loads correctly.

5. Staying within all stated weight limits.

6. Using caution and reasonable judgment, particularly in backcountry environments and difficult terrain.

Limitation of Liability

To the fullest extent permitted by law, Pack Wheel Products, LLC is not responsible for indirect, incidental, special, or consequential damages resulting from delayed shipment, inability to use the product, product failure, product design, improper use, or failure to follow instructions.

Nothing in this policy limits rights or remedies that cannot legally be limited under applicable consumer-protection laws.

Making a Return or Warranty Claim

Before returning a product or component, contact Pack Wheel and provide:

1. Your name and contact information.

2. Your order number or sales receipt.

3. The product name and purchase date.

4. A description of the issue or reason for return.

5. Photographs or video showing the issue, when requested.

Do not ship a product until Pack Wheel provides return or warranty instructions.

Contact Information

Pack Wheel Products, LLC
414 Gannett Drive
Rock Springs, Wyoming 82901
United States

Phone: 801-935-4764
Email: eric@packwheel.com
Website: www.packwheel.com