Refund & Returns Policy
At Surron E-Bike Shop, we are committed to providing quality electric bikes, parts, accessories, and riding gear. This Refund & Returns Policy complies with online shopping and advertising standards required for international customers and merchant platforms.
Return Eligibility
We accept returns on eligible items within 14 days of delivery.
To qualify for a return:
- The item must be unused, uninstalled, and in its original condition
- All original packaging, manuals, accessories, and documentation must be included
- The item must not show signs of wear, use, modification, or damage caused after delivery
- Proof of purchase or order confirmation is required
To initiate a return, customers must contact our support team for return authorization instructions before sending any item back.
Non-Returnable Items
The following items are generally non-returnable unless they arrive defective, damaged, or incorrect:
- Used electric bikes
- Installed or modified parts and accessories
- Custom-built or special-order products
- Batteries showing signs of misuse, damage, or improper handling
- Clearance or final sale items
- Riding gear with removed tags, hygiene seals, or visible wear
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- Clear photos/videos of the item and packaging
- Description of the issue
After review, we may offer a replacement, exchange, refund, or other appropriate resolution at no additional cost to the customer.
Electric Bike Returns
Due to the size and nature of electric bikes, approved returns must be securely repackaged using the original packaging materials whenever possible.
Customers are responsible for ensuring returned items are safely packaged to prevent transit damage.
Order Cancellations
- Orders may be canceled before shipment for a full refund
- Once an order has shipped, cancellation requests will be processed under this Returns Policy
- Custom or special-order items may not be eligible for cancellation once processing or production has started
Refund Processing
Once a returned item is received and inspected, we will notify you regarding the approval status of your refund.
Approved refunds are issued to the original payment method within 5–10 business days, depending on your payment provider or financial institution.
Return Shipping Costs
- Customers are responsible for return shipping costs unless the return is due to:
- A defective product
- Incorrect item shipped
- Shipping damage
- Order fulfillment error
We recommend using a tracked and insured shipping service for all returns. We are not responsible for return shipments lost or damaged during transit.
Exchanges
Exchanges are available for eligible items that are defective, damaged, or incorrect upon arrival. Customers must contact support before returning any product for exchange.
Chargebacks & Fraud Prevention
To protect customers and prevent fraudulent transactions:
- Orders may require payment or identity verification
- Unauthorized or fraudulent chargebacks may result in order restrictions or account review
- Returned products must match the original shipped item and serial numbers where applicable
International Customers
Customers are responsible for complying with local import regulations, customs duties, taxes, and restrictions applicable in their country. Return shipping fees, customs charges, and import duties are non-refundable unless required by applicable consumer protection laws.
Contact Us
If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact our customer support team through the official contact page on Surron E-Bike Shop.