Surron™ Return & Refund Policy
At Surron™, we are committed to delivering high-quality electric bikes, components, and accessories. Please review the following Return & Refund Policy carefully before placing an order, as it outlines your rights and our obligations.
By completing a purchase with Surron™, you acknowledge and agree to the terms outlined below.
1. Order Processing & Shipping
All orders are processed and shipped from our authorized warehouse locations. Once an order has left the warehouse, it is considered final and non-cancellable.
- Order cancellations are not permitted once shipment has been dispatched
- Shipping fees are non-refundable under all circumstances
- Delivery timelines are estimates and may vary due to carrier delays or external factors beyond our control
2. Eligibility for Returns
Returns are accepted only if all conditions below are met:
- The return request is submitted within 7 calendar days of delivery
- The product is unused, uninstalled, and in original condition
- All original packaging, manuals, accessories, and protective materials are included
- The item shows no signs of use, wear, tampering, or modification
Any product that does not meet these conditions will be rejected and returned to the customer at their expense.
3. Non-Returnable Items
The following items are strictly non-returnable:
- Products that have been used, installed, or ridden
- Items that have been tampered with, modified, or altered in any way
- Products with removed or damaged serial numbers
- Electrical components once connected or powered on
- Clearance items, special orders, and custom-built products
- Gift cards and downloadable software/firmware
Any product determined to be tampered with will immediately void return eligibility and warranty coverage.
4. Damaged or Defective Items
If you receive a product that is damaged during transit or defective upon arrival, you must:
- Notify Surron™ within 48 hours of delivery
- Provide clear photos/videos of:
- The damaged item
- Original packaging
- Shipping label and box condition
Failure to report damage within this timeframe may result in denial of a claim.
Approved cases may qualify for:
- Replacement (subject to availability), or
- Store credit, at Surron™’s sole discretion
5. Return Authorization (RMA Required)
All returns must be pre-approved by Surron™.
- Unauthorized returns will be refused
- Customers are responsible for all return shipping costs
- We strongly recommend insured and trackable shipping
- Surron™ is not responsible for lost or damaged return shipments
6. Refunds
Once a return is received and inspected:
- Approved refunds will be issued to the original payment method
- Refunds exclude shipping, handling, and transaction fees
- A restocking fee of up to 20% may apply for eligible returns
- Refund processing may take 7–14 business days
Surron™ reserves the right to deny refunds if the product fails inspection.
7. Refused or Undeliverable Shipments
If an order is refused or returned due to incorrect address, failed delivery attempts, or customer non-availability:
- Original shipping fees are non-refundable
- Additional return shipping and handling fees will be deducted
- Remaining balance (if any) may be issued as store credit only
8. Warranty Disclaimer
Returns and refunds are separate from warranty claims. Warranty coverage does not apply to:
- Normal wear and tear
- Improper installation
- Misuse, neglect, or accidents
- Unauthorized repairs or modifications
Tampering with a product immediately voids any warranty coverage.
9. Policy Updates
Surron™ reserves the right to modify or update this Return & Refund Policy at any time without prior notice. The version in effect at the time of purchase will apply.
10. Contact Information
For return requests or policy inquiries, please contact our support team through the official Surron™ website.