Return & Refund Policy

Last Updated: 2025

Thank you for shopping with SurRonMotos.com.
We want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the conditions under which returns, exchanges, and refunds are accepted for products purchased through our website.

1. General Return Policy

We accept returns for most new, unused, and undamaged items within 14 days of delivery.
To be eligible for a return, the following conditions must be met:

The item must be in its original packaging, with all labels, manuals, and accessories included.
The product must be unused, uninstalled, and free from wear or damage.
You must provide proof of purchase (order confirmation, invoice, or receipt).

Items that do not meet these conditions may be partially refunded or rejected at our discretion.

2. Non-Returnable Items

Certain products are non-returnable due to safety, customization, or manufacturer policy, including:

Electric bikes that have been ridden or activated
Batteries and electrical components that have been charged or installed
Custom or special-order items
Clearance or final-sale products
Gift cards or digital downloads

If a non-returnable item arrives damaged or defective, please contact us immediately for assistance under our Warranty Policy.

3. Return Process

To start a return:

Email our support team at support@surronmotos.com within 14 days of delivery.
Include your order number, the item(s) you wish to return, and a brief reason for the return.
Once approved, we’ll provide you with a Return Authorization (RA) number and return instructions.
Ship the product back to the designated address. Items returned without prior authorization may not be accepted.

Note: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item or defective product).

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:

Refunds will be issued to your original payment method within 5–10 business days.
Shipping and handling charges are non-refundable, unless the return is due to our error.
Any applicable restocking fees (typically 10–20%) may be deducted for items returned without defects.

5. Exchanges

If you wish to exchange an item for a different model, size, or product, please contact us at support@surronmotos.com
Exchanges are subject to product availability and must meet the same conditions as standard returns.

6. Damaged or Defective Items

We carefully inspect and package all items before shipment.
If you receive a product that is damaged, defective, or incorrect, please notify us within 48 hours of delivery with:

Photos or videos of the damage/defect
Order number and item details

We will arrange a replacement, repair, or refund depending on the situation and manufacturer policy.
Please do not discard any packaging or parts until your claim is resolved.

7. Order Cancellations

Orders can be canceled within 24 hours of purchase if they have not yet been shipped.
Once an order has been processed or shipped, it can only be handled as a return (see Section 3).

Custom or special-order products cannot be canceled once production or fulfillment has begun.

8. Warranty Returns

If your item is eligible under the SurRonMotos.com Warranty Policy, warranty repairs or replacements will be handled in accordance with the warranty terms.
Warranty coverage typically includes manufacturing defects and excludes wear-and-tear or misuse.

9. International Returns

For international customers:

Return shipping costs, import duties, and taxes are the responsibility of the customer.
Refunds will be processed in the original purchase currency; exchange rate differences may apply.