Return and Refund Policy
Last Updated
Thank you for shopping at [buy used surron].
Due to the nature of our products being large, electric vehicles that are shipped directly to you, we have a specific policy regarding returns and refunds. Please read this policy carefully to understand your rights and our obligations.
1. Returns Due to Damage or Shipping Error
We take every precaution to ensure your bike is packaged securely and arrives in the condition described. However, if your bike arrives damaged or is not the model you ordered, you must contact us within 73 hours of delivery.
To be eligible for a return due to damage or error, your item must be:
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Unworn, unused, and in the same condition that you received it.
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In the original packaging and crate.
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Accompanied by photographs and/or video clearly showing the damage or error.
Upon receiving your request and supporting evidence, we will guide you through the process of filing a claim with our shipping insurer and arrange for a return or replacement.
2. Standard Returns (Change of Mind)
We do not accept returns or offer refunds simply for a change of mind.
All sales are considered final once the product is shipped. We encourage you to thoroughly review the product descriptions, photos, and ask any questions before completing your purchase. We are happy to provide additional photos, videos, or information to ensure you are completely confident in your decision.
3. Warranty Claims
This policy is separate from our 60-Day Limited Guaranty, which covers defects in materials, motor, controller, and battery. If you experience a malfunction covered under our warranty, please contact us directly. We will work with you to diagnose the issue and, if covered, repair the bike or replace the defective component. Labor for warranty repairs is covered.
The warranty does not cover damage from accidents, misuse, modification, neglect, or normal wear and tear.
4. Refunds
If your return is approved due to our error or proven damage upon delivery, we will initiate a refund to your original method of payment. You will receive a credit within a certain amount of days, depending on your card issuer’s policies.
5. Return Shipping
If a return is approved due to damage or our error, we will provide you with a shipping label and arrange for the bike to be picked up from your location at our expense.
If you initiate a return without our authorization or for a reason not covered under this policy, you will be responsible for the cost of shipping the item back to us. This cost is typically several hundred dollars due to the size and weight of the item.
6. Exchanges
The only exchanges we offer are for identical replacements in the rare event that the bike you received is defective or damaged. We do not exchange for different models.
7. Contact Us
If you have any questions about this Returns and Refunds Policy, please contact us:
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By email
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Through our website
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are not hundred percentage refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach is very much vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email/WhatsApp} for questions related to refunds and returns.