Last Updated: 16/03/2025
Overview:
This Returns & Refunds Policy explains the conditions under which returns, exchanges, and refunds are accepted. By placing an order on our website, you agree to the terms outlined below.
Eligibility for Returns:
Returns are accepted only for items that are unused, uninstalled, and in the same condition in which they were received. Items must be returned in their original packaging with all accessories and documentation included. Returns must be requested within fourteen days of delivery unless otherwise stated on the product page.
Electric bikes, including Surron models, must not show signs of use, riding, modification, or damage. Any item that has been used, altered, or assembled may not be eligible for return.
Non-Returnable Items:
Certain items are not eligible for return or refund. These include digital products, downloadable content, custom or special-order items, clearance or final-sale items, and products that have been used, installed, or modified. Batteries, electrical components, and safety-related parts may also be non-returnable due to safety regulations unless defective upon arrival.
Return Request Process:
To request a return, you must contact us on Telegram with your order number and reason for the return. If your return request is approved, you will receive return instructions. Unauthorized returns sent without prior approval may be refused.
Return Shipping:
Customers are responsible for return shipping costs unless the item was received damaged, defective, or incorrect. Returned items must be shipped using a trackable shipping method. We are not responsible for items lost or damaged during return shipping.
Inspection and Approval:
All returned items are inspected upon arrival. If the item does not meet the return eligibility requirements, the return may be rejected and the item may be sent back to the customer at their expense.
Refunds:
Once a return is approved and inspected, refunds will be issued to the original payment method used at checkout. Refunds typically take five to ten business days to process, depending on your payment provider. Original shipping fees are non-refundable unless the return is due to an error on our part.
Partial Refunds:
Partial refunds may be issued for items that show signs of handling, are missing original packaging or accessories, or are returned in a condition different from when they were shipped.
Damaged or Defective Items:
If your item arrives damaged or defective, you must contact us within forty-eight hours of delivery with your order number and clear photos or videos of the issue. We will assess the claim and, if approved, provide a replacement, repair, or refund at our discretion.
Order Cancellations:
Orders may only be canceled if they have not yet been processed or shipped. Once an order has been shipped, it cannot be canceled and must follow the return process instead.
Chargebacks and Payment Disputes:
Customers are encouraged to contact us directly to resolve any issues before filing a chargeback or payment dispute. Unauthorized chargebacks may result in order cancellation, or refusal of future service.
Contact Information:
If you have any questions regarding returns or refunds, please contact us on Telegram