Return & Refund Policy

LoamLabs Returns, Warranty & Custom Order Policy

Our Promise to You

At LoamLabs, every wheel we build is a partnership. We take immense pride in our craftsmanship and the components we select. Our goal is for you to be thrilled with your new wheels from the moment they arrive. This policy is designed to be transparent and fair, outlining our commitments to you and what we ask of our partners in the build process—our customers.

At a glance

• Custom wheel builds from our Wheel Builder: final sale once shipped.
• Pro-Built wheels, wheels and parts we stock, and special-order parts: return within 30 days of delivery if new, unused and uninstalled, with a 20% restocking fee. You pay return shipping.
• Used, mounted or installed items: final sale.
• Custom-cut spokes: not returnable.

1. Custom Wheel Builds (from the Wheel Builder): Final Sale

Because every wheel from our Custom Wheel Builder is tailored specifically to your selections, all custom wheel sales are final upon shipment.

We invest significant time in sourcing your specific parts and in the meticulous process of building, tensioning, and truing your wheels. Due to the unique combination of components, we cannot accept returns or exchanges on custom-built wheels for reasons such as incorrect specification selection, a change of mind, or buyer's remorse.

We strongly encourage you to double-check all specifications (sizes, spacing, colors, etc.) in your cart before placing your order. If you have any questions or uncertainty about compatibility, please Contact Us before you buy. We are always here to help you get it right the first time.

2. Pro-Built & Special Order Wheels

Wheels listed in our "Pro-Built Wheels" section are pre-configured wheels, whether they are built in-house by LoamLabs or sourced directly from the manufacturer.

Returns: You may return a Pro-Built wheel within 30 days of delivery if it is new, unused and uninstalled, in its original packaging. A 20% restocking fee applies, and you are responsible for return shipping. Shipping and labor fees are non-refundable. Once a wheel has been used, mounted or installed, the sale is final.

Cancellations: See Section 3. Pro-Built wheel cancellations follow the same rule as custom builds (24 hours free, then 30% before the wheel is built).

3. Order Changes & Cancellations (for Custom and Pro-Built wheels)

We understand that things can change. We've designed a clear window for adjustments or cancellations:

24-Hour Grace Period: You may change or cancel your custom or Pro-Built order for a full refund within 24 hours of placing it, no questions asked. Please contact us immediately at info@loamlabsusa.com with your order number.

After 24 Hours (Pre-Build): Once the 24-hour grace period has passed, we begin ordering your specific parts. Any cancellation requested after this point, but before the wheel has been physically built, will be subject to a 30% processing and restocking fee.

After Build Completion: Once the build process for your wheel(s) has been completed in our workshop, the order can no longer be cancelled.

Standard parts orders: In-stock parts orders can be cancelled at no charge any time before they ship. After they ship, Section 5 applies.

4. LoamLabs Workmanship & Warranty Guarantee

We stand by the quality of our builds and the components we sell.

Workmanship Guarantee: We guarantee wheels hand built by LoamLabs using components purchased through LoamLabs to be free of defects in workmanship for the lifetime of the original owner. This covers aspects of the build itself, such as proper spoke tensioning and initial truing. Wheel trueness and spoke tension can be affected by riding impacts, rim damage or other use-related factors, which are not covered. If you believe an issue relates to the original quality of our build, please contact us. See our Warranty page for lifetime truing and repairs.

Component Warranties: Components (rims, hubs, spokes, etc.) are covered by their manufacturer's warranty. We will help you with any claim. While the manufacturer may replace the component, LoamLabs charges a standard labor fee of $120 per wheel for any wheel rebuild needed as part of a warranty claim. The customer is responsible for shipping costs to and from LoamLabs for warranty claims.

Damage in Initial Transit: If your new wheels arrive damaged, contact us within 48 hours of delivery. Email photos of the damaged box and product to info@loamlabsusa.com. We will manage the claim and repair or replace the wheel at no cost to you, including all associated shipping.

5. Returns for Standard (Non-Custom) Items and Pro-Built Wheels

You may return individual components, accessories, special-order parts and Pro-Built wheels within 30 days of delivery under these conditions:

• The item must be new, unused and uninstalled, in its original packaging.
• The customer is responsible for return shipping.
• Shipping and labor fees are non-refundable.
• A 20% restocking fee applies to all returns.
• Used, mounted or installed items are final sale.
• Spokes: custom-cut spokes are a custom item and are not returnable.

International orders: The same rules apply. International customers are responsible for all return shipping costs and for any duties, taxes or import fees, which are not refundable. LoamLabs does not pay these.

Defective items are handled under Section 4 (and the manufacturer's warranty), not as a return.

6. How to Initiate a Return or Warranty Claim

To begin any return or warranty process, please use our Contact Us form. Include your original order number, a clear description of the issue, and photos if applicable. We will respond promptly with the next steps. Do not ship any items back to us without first receiving an authorization.