At 5Seconds Brand, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please review the following Return & Refund Policy carefully before requesting a return.
Returns for Personal Reasons
If you change your mind, you may return an unused, unopened, and uninstalled product in its original condition within 30 days of delivery for a refund.
The following conditions apply:
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Customer is responsible for all round-trip shipping costs.
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A 15% restocking fee will apply.
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If the order qualified for free shipping, the original outbound shipping cost and return shipping cost will be deducted from the refund.
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Products must be returned in their original packaging with all accessories, manuals, keys, chargers, hardware, and documentation.
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Opened, installed, used, modified, damaged, or incomplete products are not eligible for return unless approved by 5Seconds Brand.
Refused Delivery or Undeliverable Shipments
If delivery is refused, the shipment is returned because the customer cannot be contacted, or an incorrect shipping address was provided, the customer is responsible for all round-trip freight charges.
If the product remains unopened and otherwise qualifies for return, no restocking fee will apply. However, all applicable shipping charges will be deducted from the refund.
Incorrect Product Received
If you receive an incorrect product, please do not open, install, or use it.
Contact our Customer Service team immediately at sales@5secondsbrand.com with:
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Order number
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Product serial number (if applicable)
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Photos of the product received
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Photos of the shipping label
Once verified, 5Seconds Brand will provide return instructions. After the incorrect product is received, we will promptly ship the correct product at no additional cost to you.
Damaged or Defective Products
If your product arrives damaged or does not function properly, please contact sales@5secondsbrand.com immediately.
Our technical support team will first assist with troubleshooting by phone, email, or video.
If the product is confirmed to have a manufacturing defect and cannot reasonably be repaired, 5Seconds Brand may, at its sole discretion:
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Repair the product
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Replace defective parts
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Replace the product
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Authorize a full refund
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Authorize a return
For verified manufacturing defects reported within 30 days of delivery, customers may choose between:
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A free replacement product, or
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A full refund
This policy does not cover damage resulting from misuse, improper installation, accidents, abuse, neglect, unauthorized modifications, improper maintenance, or normal wear and tear.
Please also refer to our Limited Warranty Policy for complete warranty coverage.
Non-Returnable Items
The following items are not eligible for return unless required by applicable law:
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Custom-built or custom-ordered products
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Special-order products
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Clearance or final sale items
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Used equipment (except as covered under the Limited Warranty)
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Products that have been installed, assembled, modified, or damaged by misuse
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Products with missing components or altered serial numbers
Return Process
Step 1 – Contact Us
Email sales@5secondsbrand.com with:
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Customer name
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Order number
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Product serial number
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Reason for return
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Photos and/or videos (if applicable)
Step 2 – Review
Our Customer Service team will review your request and determine eligibility under this policy.
Additional information or troubleshooting may be requested before a return is authorized.
Step 3 – Return Authorization (RMA)
If approved, you will receive:
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A Return Merchandise Authorization (RMA)
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Return shipping instructions
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Shipping address
Products returned without an approved RMA may be refused.
Step 4 – Package & Ship
Customers are responsible for properly preparing products for return.
Products must be securely packaged using the original pallet, carton, foam, stretch wrap, straps, or equivalent protective packaging.
Customers are responsible for any damage occurring during return shipment due to improper packaging.
Returned products must be shipped within 5 business days after receiving RMA approval unless otherwise authorized.
Step 5 – Inspection & Refund
Upon receipt, 5Seconds Brand will inspect the returned product.
Inspection is typically completed within 3–5 business days.
If the returned product meets all return requirements, the refund or replacement will be processed promptly.
If the product is returned damaged, incomplete, improperly packaged, or missing accessories, manuals, batteries, chargers, keys, or other original components, 5Seconds Brand reserves the right to deduct the reasonable cost of replacement or restoration from the refund or deny the return if permitted by applicable law.
Refund Processing
Approved refunds are generally processed within 1–2 weeks after inspection, depending on your financial institution.
Refunds will be issued to the original payment method whenever possible.
If payment was made by cash, check, wire transfer, or money order, an alternative refund method may be arranged.
Exchanges
The fastest way to exchange a product is to:
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Obtain return approval.
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Place a new order.
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Return the original product.
Once the returned product has been inspected and approved, the applicable refund will be processed.
Return Shipping
Unless otherwise stated in this policy:
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Customers are responsible for return shipping costs for non-defective products.
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5Seconds Brand will provide prepaid shipping for verified company shipping errors or approved manufacturing defects when applicable.
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Expedited shipping requested by the customer will be charged to the customer.
Chargebacks
If you experience any issue with your order, we encourage you to contact 5Seconds Brand first so we can promptly resolve the matter.
Initiating a payment dispute or chargeback without first providing 5Seconds Brand a reasonable opportunity to resolve the issue may delay resolution of warranty or return claims to the extent permitted by applicable law.
Nothing in this policy limits any rights you may have under applicable law.
Reservation of Rights
5Seconds Brand reserves the right to:
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Inspect all returned products
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Verify reported defects
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Deny returns that do not meet the conditions of this policy
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Repair or replace products in accordance with our Limited Warranty
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Update this Return & Refund Policy for future purchases at any time
Changes will not affect purchases made before the effective date of the revised policy.
Contact Us
5Seconds Brand
1939 Parker Court, Suite E
Stone Mountain, GA 30087 USA
Phone: (470) 799-4627
Email: sales@5secondsbrand.com
Website: www.5secondsbrand.com
Thank you for choosing 5 Seconds Brand. We appreciate your business and are committed to providing high-quality products and exceptional customer service.
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