return & refund policy

Sur-Ron E-Bike Return & Refund Policy

At [Your Store Name], we are passionate about providing the highest quality Sur-Ron electric bikes, parts, and accessories. We want you to be completely satisfied with your purchase. However, we understand that sometimes an e-bike or part may not be the right fit.

Please read our comprehensive Sur-Ron return and refund policy below to understand your rights, our return timeframes, and the conditions for eligibility.

1. Return Timeframes for Sur-Ron Products

To ensure a smooth return process, we have established specific timeframes for our electric bikes and components:

  • Complete Sur-Ron E-Bikes (Light Bee, Ultra Bee, Storm Bee): You have 14 calendar days from the date of delivery to request a return for a complete Sur-Ron electric bike.
  • Sur-Ron Parts & Accessories: You have 30 calendar days from the date of delivery to return unused parts, upgrades, and accessories.
  • Apparel & Merchandise: You have 30 calendar days to return unworn, unwashed apparel with original tags attached.

2. Eligibility for E-Bike and Part Returns

Because Sur-Ron electric bikes are high-performance powersports vehicles, they are subject to strict return conditions. To be eligible for a return, the following criteria must be met:

For Complete Sur-Ron E-Bikes:

  • Mileage Limit: The e-bike must have an odometer reading of under 50 miles (80 km).
  • Condition: The bike must be in “like-new” condition. There can be no scratches, scuffs, crash damage, or signs of off-road abuse.
  • Packaging: It must be returned in the original, undamaged manufacturer packaging (including the original Sur-Ron crate/box).
  • Inclusions: All original manuals, keys, chargers, tools, and documentation must be included.

For Sur-Ron Parts and Accessories:

  • Parts must be unused, uninstalled, and in their original packaging.
  • Once a part is installed on an e-bike, it is considered “used” and is no longer eligible for a standard return (though it may be covered under warranty if defective).

3. Non-Returnable Items

Certain items cannot be returned due to safety, hygiene, or manufacturer restrictions. We do not accept returns on:

  • Lithium-Ion Batteries: Due to hazardous materials (Hazmat) shipping regulations, standalone Sur-Ron batteries cannot be returned unless they arrived damaged or defective.
  • Custom-Built E-Bikes: Any Sur-Ron that has been customized, modified, or built with aftermarket parts not originally sold by [Your Store Name].
  • Clearance & Final Sale Items: Products marked as “Clearance,” “Open Box,” or “Final Sale.”
  • Gift Cards: Sur-Ron store gift cards are non-refundable.

4. Restocking Fees and Return Shipping

  • Restocking Fee: A 15% restocking fee will be applied to all non-defective returns of complete Sur-Ron e-bikes and major components. This fee covers the cost of inspecting, repackaging, and restocking the vehicle.
  • Return Shipping Costs: Customers are responsible for all return shipping costs. Because e-bikes require freight shipping, we recommend using our provided freight partners to ensure safe transit. If the original shipping was offered for “Free Shipping,” the cost of the original outbound freight will be deducted from your refund.
  • Transit Damage: If your Sur-Ron e-bike is damaged in transit back to our facility, the refund will be voided. Please insure your return shipment.

5. The Sur-Ron Return Process

To initiate a return for your Sur-Ron electric bike or parts, follow these steps:

  1. Contact Us: Email our support team at sor call [Phone Number] within the eligible return window. Include your Order Number, the reason for the return, and photos of the e-bike/part.
  2. Receive an RMA: If your return is approved, we will issue a Return Merchandise Authorization (RMA) number. Items shipped back without an RMA number will be refused.
  3. Ship the Item: Carefully pack the Sur-Ron e-bike or part in its original packaging. Write the RMA number clearly on the outside of the shipping box or freight crate.
  4. Inspection & Refund: Once received, our technicians will inspect the e-bike/part to ensure it meets our return conditions.

6. How and When Refunds are Processed

Once your return is received and inspected, we will notify you via email.

  • If approved, your refund will be processed to your original payment method within 5 to 7 business days.
  • Please note that it may take an additional billing cycle for your bank or credit card company to post the refund to your account.
  • If your return is rejected (e.g., due to crash damage or exceeding the mileage limit), the item will be shipped back to you at your expense.

7. Sur-Ron Manufacturer Warranty vs. Returns

It is important to distinguish between a standard return and a warranty claim.

  • Returns are for buyer’s remorse, sizing issues, or ordering the wrong part.
  • Warranty Claims are for manufacturer defects. Sur-Ron provides a limited manufacturer warranty on their electric bikes (typically 12 months for the frame/motor and 6 months for the battery/controller). If your Sur-Ron experiences a mechanical or electrical defect, please contact us immediately to file a Sur-Ron warranty claim rather than a standard return.

8. Frequently Asked Questions (FAQ)

Q: Can I return a Sur-Ron Light Bee if I rode it off-road? A: No. To be eligible for a return, the Sur-Ron Light Bee or Ultra Bee must show absolutely no signs of off-road use, mud, crashes, or cosmetic damage.

Q: Do you offer exchanges for different Sur-Ron models? A: Yes! If you want to exchange your Sur-Ron Light Bee for an Ultra Bee, please contact us within 14 days. The exchange is subject to the 15% restocking fee and return shipping costs, plus any price difference.

Q: What if my Sur-Ron part arrives broken? A: If your part arrives damaged or defective, you are not subject to return shipping costs or restocking fees. Contact us within 48 hours of delivery with photos of the damaged packaging and part, and we will replace it or refund you immediately.