Shipping & Returns Policy

Last Updated: [Insert Date]

Welcome to [ Global Sur-ron E-bikes]. We specialise in supplying premium Sur-Ron electric bikes, parts, and performance upgrades across the UK and worldwide. This Shipping & Returns Policy outlines your legal rights and our obligations under UK and international law.

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SHIPPING POLICY

1. UK Delivery – Sur-Ron Electric Bikes & Parts

We offer fully insured and tracked delivery throughout the United Kingdom.

Processing Times

• Orders are processed within 1–2 working days (Monday–Friday, excluding UK Bank Holidays).

• Custom or pre-order items may require additional preparation time.

Delivery Timeframes

• Standard UK Delivery: 3–7 working days

• Express UK Delivery: 1–3 working days (where available)

• Large items (including Sur-Ron bikes) are shipped via specialist courier and require a signature upon delivery.

All delivery timeframes are estimates and not guaranteed unless explicitly agreed in writing.

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2. International Shipping

We ship worldwide, including Europe, North America, Asia, Australia and other regions.

International Delivery Timeframes

• Typically 5–20 working days, depending on destination and customs processing.

• Delivery delays may occur due to customs inspections, public holidays, or regulatory clearance procedures.

Customs, Duties & Taxes

International customers are responsible for:

• Import duties

• Customs clearance fees

• VAT or local taxes

• Regulatory compliance requirements in their country

We ship under DAP (Delivered at Place) Incoterms, meaning import charges are not included in the purchase price unless otherwise stated.

Failure to pay customs charges may result in the parcel being returned or destroyed. In such cases, shipping costs are non-refundable.

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3. Lithium Battery Shipping Compliance

Sur-Ron electric bikes contain lithium-ion batteries regulated under international transport laws.

All shipments comply with:

• UN3480 / UN3481 Lithium-Ion Battery Regulations

• IATA Dangerous Goods Regulations

• ADR European Road Transport Regulations

• UK Civil Aviation Authority guidelines

Bikes and batteries are shipped in certified packaging and declared appropriately for safe legal transport.

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4. Delivery Conditions

• Customers must provide a complete and accurate delivery address.

• Risk transfers to the customer upon confirmed delivery.

• If delivery fails due to incorrect address details or missed delivery attempts, additional charges may apply.

If goods arrive visibly damaged, this must be reported within 48 hours of delivery with photographic evidence.

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RETURNS & REFUND POLICY

We comply fully with:

• Consumer Rights Act 2015

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

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1. 14-Day Cooling-Off Period (UK & EU Distance Sales)

If you purchase online, you have the legal right to cancel your order within:

• 14 days of receiving the goods, without giving a reason.

• You then have an additional 14 days to return the goods after notifying us.

To exercise this right, you must contact us in writing at:
support@globalsurrone-bikes.com

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2. Conditions for Returns

To qualify for a refund:

• Items must be unused and in original condition.

• Electric bikes must not be ridden, registered, modified, or altered.

• All original packaging, manuals, keys, charger, and accessories must be included.

• The product must not show signs of wear, installation, or damage.

We reserve the right to deduct reasonable costs if the value of goods is reduced due to handling beyond what is necessary to inspect them.

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3. Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.

• We strongly recommend using insured and tracked shipping.

• We are not responsible for items lost during return transit.

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4. Refund Processing

Once we receive and inspect the returned goods:

• Refunds are issued within 5–14 working days

• Refunds are made to the original payment method

• Standard outbound delivery charges are refundable under cooling-off rights (excluding upgraded delivery services)

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5. Faulty or Defective Products

Under the Consumer Rights Act 2015, you are entitled to:

• A repair or replacement within 30 days if goods are faulty

• A refund if repair or replacement is not possible

Faults must not result from:

• Accidental damage

• Improper maintenance

• Water ingress

• Racing or competitive use

• Unauthorised modifications

We may request photos or inspection before authorising a return.

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WARRANTY INFORMATION

New Sur-Ron bikes typically include manufacturer warranty coverage on:

• Battery

• Motor

• Controller

Warranty duration varies by manufacturer and product.

Warranty excludes:

• Wear and tear components (tyres, brake pads, chains, grips)

• Cosmetic damage

• Damage from misuse or modification

Warranty claims must include proof of purchase.

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NON-RETURNABLE ITEMS

The following are non-returnable unless faulty:

• Used or ridden electric bikes

• Installed electrical components

• Custom builds or special-order items

• Personalised or modified products

• Opened consumables

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Fraud Prevention & Order Verification

For high-value electric bike purchases, we may:

• Conduct identity verification checks

• Require address confirmation

• Delay dispatch pending payment security review

This protects both our customers and our business from fraud.

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Why Shop With Us?

UK-Based Electric Bike Specialists
Fully Compliant with UK Consumer Law
Secure Worldwide Shipping
Lithium Battery Transport Certified
Dedicated After-Sales Support
Transparent Returns Process

We are committed to delivering premium Sur-Ron electric bikes with professional service, legal compliance, and global shipping expertise.

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Contact Information

For all shipping and return enquiries:

Email: support@globalsurrone-bikes.com
Business Address: [Insert Registered UK Address]
Company Registration Number: [Insert if applicable]
VAT Number: [Insert if VAT registered]

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