Refund & Return Policy

SURRON BUY SELL

At SURRON BUY SELL (www.surron-buysell.com), we want you to be completely satisfied with your purchase. This Return & Refund Policy outlines your cancellation and return rights under the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. It applies to all nationwide (UK) and international purchases.

1. AT-A-GLANCE POLICY SUMMARY

Policy ElementTerm Details
Return Window14 Calendar Days from the date of package delivery.
Item ConditionBrand new, unridden, unused, with all tags and original packaging.
Restocking Fee£0.00 (No Restocking Fees)
Return Shipping Cost (Change of Mind)Customer pays return freight cost (£85 flat rate for standard UK bike freight).
Return Shipping Cost (Damaged / Defective / Wrong Item)FREE — Paid by SURRON BUY SELL (Prepaid label or collection).
Refund Processing Window5 to 7 Business Days after item inspection at our UK warehouse.

 

2. RETURN ELIGIBILITY REQUIREMENTS

To qualify for a valid return and full refund, all returned items must meet the following criteria:

  1. 14-Day Window: Return requests must be initiated within 14 calendar days of physical delivery.

  2. Original Condition: Electric dirt bikes and parts must be unused, unridden (0 miles/km on odometer), and free of tire or brake pad wear, dirt, or cosmetic scratches.

  3. Complete Packaging: All original packaging, protective foam, keys, charger, owner manuals, tools, and accessories must be returned intact.

  4. Proof of Purchase: The return must be accompanied by the original order confirmation number or invoice.

3. DAMAGED, DEFECTIVE, OR INCORRECT SHIPMENTS

We take extra care in packaging high-value electric bikes, but if an issue occurs during transit:

  • Inspection Upon Arrival: Please inspect your package before signing the delivery slip.

  • 48-Hour Reporting Window: If your order arrives damaged, defective, or incorrect, notify us within 48 hours at support@surron-buysell.com with clear photographs or video showing the issue.

  • No Cost to You: For approved damage or error claims, SURRON BUY SELL covers 100% of return shipping costs and will offer a choice of an immediate replacement or a full refund.

4. HOW TO INITIATE A RETURN (STEP-BY-STEP)

  • Contact Support: Email support@surron-buysell.com with your Order ID, proof of purchase, and the reason for your return.

  • Receive Return Approval & RMA: Once approved, our support team will email you a Return Merchandise Authorization (RMA) number and warehouse delivery address.

  • Package Securely: Re-pack the item securely in its original heavy-duty shipping box with all protective internal padding to prevent damage during transport.

  • Ship with Tracking: Send the item back using a tracked freight/courier service and email the tracking number to our support team.

  • Inspection & Refund: Upon receipt at our UK fulfillment center, our technicians will inspect the product within 2 business days and process your refund to your original payment method.

5. INTERNATIONAL RETURNS (OUTSIDE THE UK)

  • Same 14-Day Window: International buyers are eligible for the same 14-day return window.

  • Shipping & Import Fees: Unless returning due to a defective or damaged product, international buyers are responsible for return express shipping fees and any non-refundable import duties or taxes charged by customs.

  • Tracked Express Courier Required: International shipments must be returned using a tracked express service (such as DHL, FedEx, or DPD) requiring signature verification upon delivery.

6. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded:

  • Electric bikes or electronic units that have been modified, custom-tuned, re-flashed, or altered.

  • Products showing visible signs of road use, crash damage, water ingress, or improper assembly.

  • Clearance items or customized special-order bike builds.

7. CONTACT & SUPPORT DETAILS

For any questions regarding returns, refunds, or exchanges, please contact our support desk: