At SurRon Bikes Europe, customer satisfaction is our priority. If for any reason you are not completely happy with your purchase, this policy explains your rights and how to return or exchange your order.
1. Right to Cancel (EU 14-Day Cooling-Off Period)
If you are located in the European Union, United Kingdom, or EEA, you have the legal right to cancel your online purchase within 30 days of receiving your order without giving any reason.
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To exercise this right, you must notify us in writing (via email) within 30 days of delivery.
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After notifying us, you have another 30 days to return the product.
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A full refund (including the original standard shipping cost) will be issued once we receive the returned item in good condition.
2. Eligibility for Returns
To be eligible for a return, your item must be:
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Unused, in the same condition as received.
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In its original packaging with all manuals, accessories, and parts included.
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Returned with proof of purchase (invoice or order number).
Non-returnable items:
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Batteries once unsealed (for safety reasons).
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Items that have been used, damaged, or modified by the customer.
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Special/custom orders and clearance items.
3. Return Process
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Contact us at contact@surronbikes.eu to request a return authorization.
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Package the product securely in its original packaging.
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Ship the product back to the return address we provide.
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Once inspected, we will confirm acceptance or rejection of your return.
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Return shipping costs are the responsibility of the customer unless the return is due to a fault, defect, or error on our part.
4. Refunds
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Approved refunds will be processed to your original payment method within 7–14 business days of us receiving the return.
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If your order included free shipping, we may deduct the actual shipping costs incurred from the refund (unless the return is due to our error).
5. Exchanges & Faulty Goods
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If your product is faulty, damaged, or incorrect, please notify us within 7 days of delivery. We will arrange for repair, replacement, or refund at no extra cost to you.
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For warranty claims beyond 7 days, please refer to our Warranty Policy (if applicable).
6. Late or Missing Refunds
If you haven’t received your refund after the processing period:
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First, check your bank account.
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Then contact your credit card provider or bank, as processing times may vary.
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If you still have not received your refund, contact us directly at contact@surronbikes.eu
7. Contact Us
For return or refund requests, please contact our support team:
SurRon Bikes Europe
Registration : 13721355
WhatsApp: +34 670 870- 869
Telephone: +44 7570196722
Email: contact@surronbikes.eu
Europe : C/ GOMIS 27 3 2 08023 Barcelona Spain
UK: 2nd Floor, 199 Whitechapel Road, London, United Kingdom, E1 1DE