At SurRon Outdoors, customer satisfaction is important to us. We strive to provide high-quality products and a reliable shopping experience. Please read our refund and return policy carefully before placing an order.
Return Eligibility
Customers may request a return for eligible items within 14 days of receiving their order.
To qualify for a return:
- The item must be unused and in original condition,
- All original packaging, accessories, manuals, and components must be included,
- And the product must not show signs of installation, wear, misuse, or damage.
Returns that do not meet these conditions may be denied or subject to partial refunds.
Non-Returnable Items
The following items are generally non-refundable and non-returnable unless defective or damaged upon arrival:
- used products,
- installed parts,
- electrical components,
- batteries,
- custom orders,
- clearance items,
- gift cards,
- special-order products,
- and downloadable or digital products.
For hygiene and safety reasons, certain riding gear and apparel may also be non-returnable.
Electric Bikes & Large Products
Electric bikes and oversized products may be subject to special return conditions.
Customers requesting returns for bikes may be responsible for:
- return shipping costs,
- freight charges,
- restocking fees,
- and safe repackaging requirements.
Returned bikes must:
- remain unmodified,
- show no signs of use,
- and be returned in original packaging whenever possible.
Return Request Process
To request a return:
- Contact our support team within the eligible return period.
- Provide:
- your order number,
- reason for return,
- and photos if applicable.
- Wait for return authorization instructions before shipping any item back.
Unauthorized returns may not be accepted.
Damaged or Defective Products
If your item arrives damaged or defective:
- contact us within 48 hours of delivery,
- provide clear photos of the product and packaging,
- and include your order number.
We will review the issue and determine the appropriate resolution, which may include:
- replacement,
- repair,
- store credit,
- or refund approval.
Wrong Item Received
If you receive the wrong item:
- contact us immediately,
- provide photos and order details,
- and we will work to correct the issue as quickly as possible.
Cancellations
Orders may only be canceled before shipment processing begins.
Once an order has shipped:
- cancellation may no longer be possible,
- and standard return procedures will apply.
Custom orders or special-order items may not be cancelable after purchase.
Return Shipping Costs
Unless the return is due to:
- a defective item,
- shipping damage,
- or an order error caused by Surron Outdoors,
customers are generally responsible for return shipping costs.
Original shipping charges are typically non-refundable unless otherwise stated.
Battery & Electrical Component Policy
Due to the nature of lithium batteries and electrical components:
- returns may be restricted,
- additional inspection may be required,
- and certain products may not qualify for refunds once used or installed.
Please ensure compatibility before purchasing electrical components.
Chargebacks & Fraud Protection
Customers are encouraged to contact us directly regarding order issues before initiating chargebacks or payment disputes.
Fraudulent chargebacks or abuse of refund policies may result in:
- account restrictions,
- refusal of future service,
- or additional verification procedures.
Exchanges
Eligible products may qualify for exchange depending on:
- inventory availability,
- product condition,
- and supplier policies.
Contact our support team for exchange requests.
International Orders
International customers are responsible for:
- customs fees,
- import taxes,
- and return shipping costs unless otherwise stated.
Shipping fees, duties, and taxes are generally non-refundable.
Contact Us
For any questions regarding returns, refunds, damaged products, or exchanges, please contact Surron Outdoors customer support.
We are committed to providing fair support and helping customers resolve issues as efficiently as possible while maintaining product quality and safety standards.