Refund & Returns Policy

At SurRonElectricMotorcycle.com, we strive to ensure you’re fully satisfied with your purchase. Please read the following Refund & Returns Policy carefully to understand your rights and our procedures.

1. Overview

  • This policy applies to all products purchased from SurRonElectricMotorcycle.com within the UK.

  • “Products” include Sur-Ron bikes, accessories, spare parts, and merchandise.

  • By placing an order, you agree to the terms set out below.

2. Eligibility for Returns

You may request a return or refund if any of the following conditions apply:

  1. Damaged or Defective on Arrival

    • The item arrives physically damaged, faulty, or does not operate as described.

  2. Wrong Item Shipped

    • You receive a different model, accessory, or specification than what you ordered.

  3. Change of Mind (Accessories & Parts only)

    • You decide you no longer want an item (applies only to accessories, apparel, or non-built bikes; not to fully assembled or road-legal Sur-Ron bicycles).

    • Must notify us within 14 days of delivery.

  4. Order Cancellation

    • You cancel before the item has been dispatched.

Items Not Eligible for Return

  • Custom-configured bikes or accessories produced to your specifications.

  • Any bike or component that shows signs of use, assembly, scratches, or wear (beyond inspection for defects).

  • Consumables (e.g., brake pads, tyres) once the seal or packaging is opened.

  • Accessories purchased over 30 days ago (unless faulty).

3. Returns Process

3.1. Report & Authorisation

  1. Contact Customer Support within the eligibility window (see Section 2).

  2. Provide your Order Number, date of purchase, and a clear description of the issue.

  3. Attach supporting evidence (photos or videos) for damaged, defective, or incorrect items.

3.2. Return Authorisation

  • Once your request is reviewed, we will issue a Return Merchandise Authorization (RMA) number.

  • Do not ship any item back without an RMA. Returns sent without authorisation may be refused or incur additional charges.

3.3. Packing & Shipping

  1. Carefully repackage the item in its original packaging (if still available), including all accessories, manuals, and documentation.

  2. Clearly mark the RMA number on the exterior of the package.

  3. Ship the item to the address provided by customer support.

  4. For damaged or defective items, we will cover the cost of return postage via a prepaid shipping label or by refunding agreed postage costs.

  5. For “change of mind” returns, you are responsible for return postage and ensuring the item is securely packaged.

4. Inspection & Refund Approval

  • Upon receipt, our Returns Department will inspect the item to confirm the defect or compliance with the return conditions.

  • This inspection typically takes 3–5 business days.

  • You will be notified by email of the outcome:

    • Approved: We will proceed with a refund or replacement.

    • Rejected: We will explain why and offer to return the item to you at your cost.

5. Refunds & Replacements

5.1. Damaged/Defective or Wrong Item

  • Replacement: We will send a replacement item of equal value at no extra cost.

  • Refund: If a replacement is unavailable or you choose not to replace, we will issue a refund to your original payment method.

  • Refunds will include the full item cost and any standard delivery charge paid.

5.2. Change of Mind (Accessories & Parts only)

  • Refund will exclude the original delivery charge.

  • A 20% restocking fee applies to cover inspection and handling costs.

  • Refund will be issued once we receive and inspect the returned item in its original, resalable condition.

5.3. Cancellations Before Dispatch

  • Full refund (including any delivery charges) will be processed immediately.

  • If the order has already shipped, it must follow the Returns Process (Section 3) as a “change of mind” return, subject to restocking fees.

6. Refund Processing Time

  • Once approved, refunds are processed within 5–7 business days.

  • The time until the credit appears in your account depends on your bank or card issuer; it can take up to 10 business days.

  • You will receive a confirmation email once your refund is initiated.

7. Warranty Claims

  • All Sur-Ron bikes come with a 1-year manufacturer’s warranty covering material defects and workmanship.

  • Refer to our separate Warranty Terms document for full details on covered items, exclusions, and procedures.

  • Warranty repairs or replacements are managed through our Returns Department; contact us to start a claim.

8. Exchange Policy

  • Exchanges are processed under the same terms as returns.

  • If you wish to exchange an accessory or part for a different model, follow the “change of mind” return process and place a new order for the replacement item.

9. Contact Information

If you have questions about returns, refunds, or cancellations, please contact our Customer Support team:

10. Policy Updates

SurRonElectricMotorcycle.com reserves the right to modify this Refund & Returns Policy at any time without prior notice. The latest version will always be available on our website. We recommend reviewing this policy periodically to stay informed of any changes.