Refund Policy for Surlybiked

At Surlybiked, we want you to be fully satisfied with your purchase of our EBikes (including Touring, Trail, Pavement, and Haulin models) and related products. This Refund Policy outlines the terms and conditions for requesting and processing refunds, ensuring transparency and clarity for all our customers. By placing an order with us, you agree to comply with the provisions of this policy, which is complementary to our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances, provided you meet the specified requirements:

1.1 Change of Mind or Unwanted Products

  • Timeframe: You must request a refund within 60 days of the date your order is delivered (not the date of purchase).
  • Product Condition: The EBike or product must be unused, in its original packaging, and in the same condition as when you received it. This includes all accessories (e.g., chargers, manuals, tools), tags, and protective materials. Products that have been assembled, modified, damaged, or used (even minimally) are not eligible for a refund under this category.
  • RMA Requirement: You must first obtain a Return Merchandise Authorization (RMA) number by contacting our customer service team at [email protected]. Returns sent without an RMA number will be rejected and returned to you at your expense.

1.2 Defective, Damaged, or Incorrect Products

  • Timeframe: You must notify us of defective, damaged, or incorrect products within 48 hours of delivery. Failure to report issues within this timeframe may limit or void your refund eligibility.
  • Proof of Issue: You may be required to provide photos or videos of the defective/damaged product, its packaging, and the shipping label to verify the issue. For incorrect products (e.g., wrong model, color), you must return the item in its original, unused condition.
  • No RMA Fee: For defective, damaged, or incorrect products caused by Surlybiked (not user error), we will provide a free return shipping label and waive any restocking fees (see Section 3 for details on restocking fees).

1.3 Order Cancellations

  • Before Shipment: If you cancel an order before it has been shipped (i.e., before you receive the “Order Shipped” email), you are eligible for a full refund of the purchase price (including any taxes paid). We process these refunds within 1–2 business days of cancellation.
  • After Shipment: If you cancel an order after it has been shipped but before delivery, you must refuse delivery of the package and notify us immediately. Once we confirm the package has been returned to our warehouse, we will process a full refund (minus any return shipping costs incurred by us, if applicable).

2. Refund Request Process

To request a refund, follow these steps:

  1. Contact Customer Service: Email [email protected] with the following information:
  • Your full name and order number (found in your order confirmation email).
  • The name and model of the product(s) you wish to return.
  • The reason for the refund (e.g., change of mind, defective part, wrong item).
  • For defective/damaged products: Photos/videos of the issue (as requested).
  1. Obtain RMA Number: Our team will review your request within 1–2 business days. If approved, we will send you an RMA number, along with detailed instructions for packaging and returning the product. This includes the return address and any labeling requirements.
  2. Ship the Product:
  • For change-of-mind returns: You are responsible for paying return shipping costs. We recommend using a trackable shipping service (e.g., UPS, FedEx) and insuring the package, as we are not liable for lost, stolen, or damaged returns.
  • For defective/damaged/incorrect products: We will provide a prepaid return shipping label. Affix this label to the package and drop it off at the designated carrier location.
  1. Warehouse Inspection: Once we receive your returned product (typically 3–5 business days after delivery to our warehouse), our team will inspect it to verify eligibility (e.g., condition, compliance with RMA terms). We will notify you via email once the inspection is complete.
  2. Refund Processing: If the inspection confirms eligibility, we will process your refund within 5–10 business days (see Section 4 for refund methods and timing). If the product is ineligible (e.g., used, missing parts), we will notify you and offer options (e.g., returning the product to you, repairing it at your expense).

3. Restocking Fees

  • Change-of-Mind Returns: We charge a 10% restocking fee on all change-of-mind returns. This fee covers the cost of inspecting, repackaging, and restocking the product for resale. The restocking fee will be deducted from your refund amount before processing.
  • Exceptions: No restocking fee is charged for refunds related to defective, damaged, or incorrect products (caused by Surlybiked), or order cancellations made before shipment.

4. Refund Methods and Timing

  • Original Payment Method: Refunds are processed to the original payment method used for the purchase (e.g., credit card, debit card, PayPal). This ensures compliance with payment security standards and simplifies tracking for both you and Surlybiked.
  • Processing Time: We initiate refunds within 5–10 business days of approving your return. However, the time it takes for the refund to appear in your account depends on your payment provider:
  • Credit/debit cards: 3–7 business days (varies by bank).
  • PayPal: 1–3 business days.
  • Other payment methods: 5–10 business days (check with your provider for details).
  • Currency: All refunds are processed in USD (United States Dollars), matching the currency of your original purchase. If you made a purchase using a foreign currency, your bank or payment provider may apply currency conversion fees or adjust the amount based on current exchange rates—Surlybiked is not responsible for these additional charges.

5. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:

  • Customized or personalized EBikes (e.g., custom paint jobs, modified frames, or made-to-order components).
  • Clearance or “final sale” items (marked as such on the product page and in your order confirmation).
  • Accessories or parts that have been opened, used, or damaged (e.g., chargers that have been plugged in, helmets that have been worn).
  • Shipping costs for change-of-mind returns (you are responsible for these, unless the return is due to our error).

6. Special Notes

  • International Refunds: For international orders, refunds do not include import duties, taxes, or customs fees paid to your local government. These fees are non-refundable by Surlybiked—you must contact your local customs office directly to inquire about reclaiming them.
  • Refund Denials: We reserve the right to deny refund requests if:
  • The product does not meet eligibility requirements (e.g., used, damaged by user).
  • You fail to provide required documentation (e.g., RMA number, proof of defect).
  • The return is sent to the wrong address or without proper packaging, resulting in damage.
  • Partial Refunds: In rare cases (e.g., a product with a minor defect that can be repaired), we may offer a partial refund instead of a full return. This will be discussed and agreed upon with you before processing.

7. Contact Us

If you have questions about this Refund Policy, need help with a refund request, or want to dispute a refund decision, please contact our customer service team:

Email: [email protected]

Website: www.surlybiked.com

We aim to respond to all refund-related inquiries within 24 business hours and resolve issues as quickly as possible to ensure your satisfaction.