Refund & Returns Policy – Surron South Africa

At Surron South Africa, customer satisfaction is important to us. We operate responsibly and transparently to ensure a safe and professional shopping experience. This policy explains how refunds, returns, and cancellations are handled.

1. Order Cancellations

Once an order has been placed and processed, it is considered final.

• Special import and pre-order items are non-refundable.
• If an order is canceled before shipping, a 20% cancellation fee will apply to cover processing, logistics, and import administration costs.
• Orders that have already shipped cannot be canceled.

2. Returns Policy

We accept returns under the following conditions:

• Returns are accepted within 7 days of delivery
• The item must be in good condition, with only light use acceptable
• The product must be returned with all original accessories, manuals, and packaging
• A 20% restocking/import fee applies to all approved returns
• Return shipping is the responsibility of the customer

Returns will not be accepted if:

• The product has significant wear, misuse, modifications or damage
• The bike has been used for racing, stunts or commercial use
• There is tampering with any electrical components or battery
• Serial numbers, safety labels or product identification have been removed

3. Damaged or Faulty Products

If your bike arrives damaged or defective, please notify us within 48 hours of delivery with photos/videos as proof.

In line with our warranty terms:

• We will inspect and diagnose the issue
• We will provide a repair or replacement solution, depending on the case
• This applies to manufacturing faults only and not user damage

4. Refunds

Approved refunds will be processed as follows:

• Refunds are issued minus applicable fees (admin/import/restocking)
• Shipping fees are non-refundable
• Refunds will be issued using the original payment method
• Refunds are processed within 7–10 business days after product inspection and approval

5. Non-Returnable Items

The following items are not eligible for refunds or returns:

• Custom orders or special import requests
• Used or heavily ridden bikes
• Sale or clearance items
• Software, tuners, or electronic upgrades
• Batteries that show signs of improper charging or misuse
• Spare parts and accessories, once installed

6. How to Request a Return

To begin a return, email our support team:

📩 Email: info@surronebike.co.za
📦 Include your order number, reason for return, and photos
✅ Our team will review and provide return instructions

By purchasing from Surron South Africa, you agree to this Refund & Returns Policy.