Surron Hub Return & Cancellation Policy(Surron bike warranty)
At Surron Hub, we want you to love your new ride with our Surron bike warranty. Choosing an electric bike or e-moto is a major decision, so we promise to make our return, cancellation, and exchange process smooth and transparent.
10-Day Return Window
You have 10 calendar days from your delivery date (or purchase date if bought locally) to request a return. To ensure your return goes smoothly, please keep your original receipt and note the guidelines below.
Return Eligibility & Framework
| Condition Category | Return Policy Guidelines |
|---|---|
| Odometer Limit | Returns are accepted for eBikes with less than 20km (12.5 miles) on the odometer. |
| Packaging & Condition | Items must be returned in their original packaging and original condition. If you no longer have the box, you must source a replacement box with identical dimensions. |
| Financed Items | Purchases made through our financing programs are final and cannot be returned. |
| Exclusions | Items involved in accidents, altered with non-OEM modifications, or showing signs of neglect cannot be returned. |
Return Fees & Inspection
- Restocking Fee: A standard 20% restocking fee is deducted from the total refund amount to cover processing and inspection costs.
- Shipping Responsibilities: Return shipping logistics and fees are organized and covered by the customer. We highly recommend adding shipping insurance, as Surron Hub does not cover items damaged or lost in transit back to us.
- Inspection Review: All returns undergo a standard physical inspection. If you return a bike with missing components or damages, we will deduct the repair costs at retail price from your refund and send you an itemized inspection summary.
Order Cancellations & Revisions
Additionally we process orders fast to get your bike on the road. Our cancellation rules depend on where your order sits in the shipping queue:
- Unshipped Orders: If you change your mind before your bike ships, you will receive a full refund minus a minor 3% administration fee. You can also switch your order to a different product free of charge with support team approval.
- Inventory Availability: If a bike you ordered becomes unavailable, we will reach out immediately to offer a great substitute or a 100% full refund.
- Shipped Orders: If you cancel an order after it has left our warehouse, it falls under the standard 10-day return policy (you will be responsible for return shipping).
- Refused or Missed Deliveries: If a delivery is refused or repeatedly missed, your refund will be issued minus the original shipping cost, return shipping costs, and the 20% restocking fee.
Shipping Damage & Factory Defects
Shipping Damage
If your package arrives with significant, visible damage to the box or skid, you have the right to refuse the delivery.
- Take clear photos and videos of the damaged packaging before the driver leaves.
- Request that the carrier opens a damage claim.
- Email us at sales@surronhub.com within 48 hours. Once we receive the damaged unit back, we will fast-track a replacement out to you.
Manufacturing Defects
We stand firmly behind our products. If you believe your bike has a factory defect within your first 10 days, please email us with a description, photos, and videos.
- Our manufacturing warranty policy fully covers confirmed defective parts.
- If our in-house technicians cannot inspect the bike in person at our San Diego shop, accordingly we will provide a remote diagnosis via video to get you sorted as quickly as possible.
- Our manufacturing warranty policy fully covers confirmed defective parts.
How to Start a Return or Order Revision
Contact our friendly support team directly via email. We generally process approved online refunds within 24 to 48 hours of receiving the return item.
- Support Email: sales@surronhub.com
- Refund Timeline: Once processed by us, your bank or credit card company typically takes 4 to 15 business days to post the credit back to your account.
- Return Address: San Diego, California
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