Refund policy

Refund Policy

Useful Advice

Please keep the packaging for at least 14 days after delivery in case the product needs to be returned. If you request Surron to provide the packaging box and materials for return, you will be charged up to €90.

Please note that the information regarding the driving range per charge for any of our electric motorcycles is an estimate and not guaranteed. Many factors can affect the actual battery range, such as battery age and temperature, speed, load, and terrain. Under appropriate conditions, you may achieve performance below or above the maximum indicated range.

Return Policy

  1. Electric Motorcycle Orders

Returns are not allowed within fourteen (14) days after the delivery date.

To qualify for a return of an undamaged or defective electric motorcycle, you must contact Surron within fourteen (14) days after the delivery date. The motorcycle's odometer must show less than ten (10) miles, with no signs of wear, mud, dirt, odors, or any other indications of use, and it must be in the same packaging and condition it was delivered to you, including all items inside the packaging (charger, keys, hardware, etc.).

You must obtain authorization and a prepaid return label from Surron beforehand.

All warranty issues must be resolved before processing the return.

Customers are responsible for the return shipping costs and the original delivery fees;

Electric motorcycles that have been officially registered in the buyer's name cannot be returned;

  1. Pre-order/Backorder Cancellations

Our backorder fulfillment process refers to electric motorcycles that have been declared as available but are temporarily out of stock.

For all pre-orders and backorders, charges will be deducted immediately from the credit/debit card. Payment will not be delayed regardless of the scheduled shipping date.

A restocking fee of ten percent (10%) or a minimum of €30 will be charged for purchased products that have not been shipped yet.

  1. Accessory/Parts/Component Orders

Any accessories purchased under a limited warranty or spare parts received can be returned within thirty (30) days after receipt.

Any returned accessories or spare parts must be unused, without wear, tears, mud, dirt, odors, and any other signs of use, and must be sealed and unopened, in the same packaging and condition as received.

A 25% restocking fee will be charged (this will be deducted from the refund);

Customers are responsible for the costs of both shipments (the original shipping fee is deducted from the refund)

  1. Used Items

No returns are accepted, except in cases of extreme damage/malfunction (confirmed by Surron).

  1. Non-returnable Items

All clothing (apparel, hats, etc.)

Batteries

Special orders

Sale items

Gifts

  1. Returns

The refund value of each item purchased using a discount code order will have the discount amount deducted, regardless of whether one or multiple electric motorcycles are returned.

Refunds will be issued after the electric motorcycle is received and inspected.

  1. Damaged Items

If the product is damaged upon receipt, please immediately send photos and videos to customer service (reporting damaged products more than 3 days after delivery significantly increases the likelihood of the carrier denying the refund request). Once confirmed by Surron, we will accept the return for a full refund according to the following return procedure.

Your sole exclusive remedy is: (a) we will issue a refund to your credit card, Affirm account, or PayPal account in an amount equal to the amount charged for the damaged product (if your credit card, Affirm account, or PayPal account has already been charged for the product) or (b) we will not charge your credit card or PayPal account for the damaged product.

Return Procedure

All returns must be completed within 14 days of the product delivery date.

  1. Before sending back the return, customers must obtain a Return Merchandise Authorization (RMA) from Surron. If customers return items without Surron's written consent, no refund will be issued, and customers must bear the shipping cost to retrieve the shipped products; otherwise, they will forfeit the products.
  2. If we approve the return, please contact customer support for the agreed-upon shipping address.
  3. The carrier chosen by the buyer is fully responsible for the return, including the possibility of damage and loss during transportation.

Please send us pictures and documents of the condition of the electric motorcycle or package before returning any items.

We recommend fully insuring each returned shipment against loss or damage.

If the item you are shipping is over €100, you should consider using a traceable shipping service. We do not guarantee receipt of your returned items within the time confirmed by the carrier.

  1. For any refund requests, please refer to our payment policy.