Frequently Asked Questions – Shipping & Returns

1. How long does delivery take within the UK?

UK mainland delivery typically takes 3–7 working days for Sur-Ron electric bikes and parts. Express delivery options may be available at checkout. All bikes are shipped tracked and insured.

2. Do you ship Sur-Ron bikes internationally?

Yes. We ship worldwide, including Europe, North America, Asia, and Australia. International delivery times usually range from 5–20 working days, depending on customs clearance and destination country regulations.

3. Will I pay customs or import duties?

International customers are responsible for:

• Import duties

• Customs taxes

• VAT or local charges

We ship under DAP (Delivered at Place) terms unless otherwise stated. Import fees are not included in the product price.

4. Are Sur-Ron lithium batteries shipped legally?

Yes. All bikes and batteries are shipped in compliance with:

• UN3480 / UN3481 lithium battery regulations

• IATA Dangerous Goods Regulations

• UK and international transport laws

Your order will be packaged in certified materials for safe and legal transport.

5. Can I return my Sur-Ron bike if I change my mind?

Under UK Consumer Contracts Regulations 2013, you have:

• 14 days from delivery to cancel your order

• A further 14 days to return the item

The bike must be unused, unregistered, unmodified, and in original packaging.

6. Who pays for return shipping?

If you change your mind, you are responsible for return shipping costs.

If the product is faulty or incorrectly supplied, we will cover return costs in accordance with UK consumer law.

7. Can I return a used or ridden electric bike?

No. For hygiene, safety, and resale compliance reasons, ridden or used bikes cannot be returned unless faulty under the Consumer Rights Act 2015.

8. What if my Sur-Ron bike arrives damaged?

You must notify us within 48 hours of delivery and provide photographic evidence. We will arrange inspection, replacement, or repair where appropriate.

9. How long do refunds take?

Refunds are processed within 5–14 working days after inspection and approval. Refunds are issued to the original payment method.

10. Are spare parts and electrical components returnable?

Electrical parts, controllers, batteries, and installed components are non-returnable unless faulty due to safety regulations.

11. Do Sur-Ron bikes come with warranty?

Yes. Manufacturer warranty typically covers:

• Battery

• Motor

• Controller

Wear-and-tear parts (tyres, brake pads, chains) are excluded.

12. Can I cancel my order before it ships?

Yes. Orders can be cancelled before dispatch for a full refund. Once shipped, cancellation falls under distance selling regulations.