Terms of Purchase for Surlybiked

These Terms of Purchase (“Terms”) govern your purchase of electric bikes (“EBikes”)—including Touring, Trail, Pavement, and Haulin models—and any related products or services (collectively, “Products”) from Surlybiked (“we,” “us,” or “our”) through our website (www.surlybiked.com) or other authorized sales channels. By placing an order with us, you (“you” or “your”) acknowledge that you have read, understood, and agree to be bound by these Terms, as well as our Privacy Policy and any additional terms specified for a particular Product or promotion.

1. Eligibility to Purchase

To place an order with Surlybiked, you must:

  • Be at least 18 years of age (or the age of majority in your jurisdiction) and have the legal capacity to enter into a binding contract;
  • Provide accurate, complete, and current information for all order and payment details;
  • Have a valid payment method (e.g., credit card, debit card, or approved third-party payment service) at the time of order placement.

We reserve the right to verify your eligibility and decline any order at our discretion, including (but not limited to) cases where information provided is inaccurate, or we suspect fraudulent activity.

2. Order Placement and Acceptance

2.1 Order Submission

When you submit an order through our website, you are making a binding offer to purchase the selected Products at the listed price (plus applicable taxes; shipping fees are waived globally as specified in Section 4.5). All Product prices are displayed in USD (United States Dollars) and are subject to change without notice, unless otherwise stated. We are not responsible for typographical errors or pricing inaccuracies on the website; if a pricing error is identified after you submit an order, we will notify you promptly and offer you the option to cancel the order or proceed at the corrected price.

2.2 Order Confirmation

Upon receiving your order, we will send a confirmation email to the address you provided, acknowledging receipt of your order. This confirmation does not constitute acceptance of your order—acceptance occurs only when we:

  • Send a second “Order Shipped” email (confirming that your Products have been dispatched); or
  • Deliver the Products to you (whichever comes first).

We reserve the right to cancel or modify an order at any time before acceptance, including if:

  • The Product is out of stock or discontinued;
  • There is a mistake in pricing or product details;
  • We are unable to verify your payment or shipping information;
  • We determine that the order violates these Terms or applicable laws.

If we cancel an order after you have made payment, we will issue a full refund to your original payment method within 5–10 business days.

3. Payment Terms

3.1 Payment Methods

We accept the following payment methods for orders:

  • Major credit cards (Visa, Mastercard, American Express, Discover);
  • Debit cards linked to a checking account;
  • Third-party payment services (e.g., PayPal, Apple Pay, Google Pay) as indicated on the checkout page.

All payments must be made in full at the time of order placement, unless we have explicitly agreed to a different payment arrangement (e.g., financing options, if offered). Payments are processed in USD (United States Dollars).

3.2 Payment Security

We use industry-standard security measures (e.g., SSL encryption, compliance with PCI DSS) to protect your payment information. As stated in our Privacy Policy, we do not store full credit card details—this information is processed securely by our authorized third-party payment processors.

3.3 Taxes and Fees

You are responsible for all applicable taxes (e.g., sales tax, value-added tax, or import duties) based on your shipping address and local laws. These taxes will be calculated and added to your order total during checkout. Shipping fees are waived for all orders worldwide (see Section 4.5 for details); no additional handling fees or delivery surcharges will be applied to your order.

3.4 Payment Failures

If your payment is declined or fails to process (e.g., due to insufficient funds, expired card, or fraud prevention measures), we will notify you immediately. You must resolve the payment issue within 48 hours to avoid order cancellation. If payment is not successfully processed within this period, we may cancel your order without further notice.

4. Shipping and Delivery

4.1 Shipping Processing Time

We aim to process and ship all orders within 1–3 business days of order confirmation (excluding weekends and public holidays). Processing time may be extended slightly during peak seasons (e.g., holidays, product launches), but we will notify you of any delays exceeding 3 business days.

4.2 Delivery Timeframes

Once your order is shipped, standard delivery timeframes are 6–12 business days to all destinations worldwide. This timeframe applies to both domestic (within the United States) and international orders, and begins from the date your order is dispatched (not the date of order placement). Delivery times may be affected by factors beyond our control, including customs processing (for international orders), carrier delays, or extreme weather conditions—we will notify you of any significant delays affecting your order.

4.3 Expedited Shipping

We offer expedited shipping options for customers seeking faster delivery. Details of expedited shipping timeframes (e.g., 3–5 business days) and any applicable terms will be displayed during checkout. Even with expedited shipping, order processing remains within 1–3 business days before dispatch.

4.4 Delivery Responsibility

Risk of loss or damage to the Products passes to you once the Products are delivered to the shipping address you provided (or to a designated recipient at that address). You are responsible for:

  • Providing an accurate and accessible shipping address;
  • Being available (or arranging for a recipient) to accept delivery;
  • Inspecting the Products immediately upon delivery. If the packaging or Products are damaged, you must notify us and the carrier within 48 hours of delivery and provide photos of the damage to support your claim.

4.5 Global Free Shipping

We offer free standard shipping on all orders worldwide, with no minimum purchase requirement. This applies to all Products (including Touring, Trail, Pavement, and Haulin EBikes) and all destinations. Expedited shipping, if selected, may be subject to additional fees, which will be clearly disclosed during checkout.

4.6 International Shipping

For international orders:

  • You are responsible for complying with all import laws, regulations, and customs requirements of your country, including obtaining any necessary permits or licenses;
  • Import duties, taxes, and other fees imposed by your country’s customs authorities are your sole responsibility—we do not collect these fees at checkout, and you will be required to pay them directly to the carrier or customs office upon delivery;
  • We are not liable for delays, seizures, or refusals of entry by customs authorities.

5. Returns and Exchanges

5.1 Return Eligibility

You may return a Product for a refund or exchange within 60 days of delivery, provided that:

  • The Product is unused, in its original packaging, and in the same condition as when you received it (including all accessories, manuals, and tags);
  • The Product has not been damaged, modified, or assembled (unless assembly is required to inspect for defects, and the Product is returned in a re-sellable condition);
  • You have obtained a Return Merchandise Authorization (RMA) number by contacting our customer service team at [email protected] before shipping the Product back.

Certain Products may be ineligible for return, including (but not limited to) customized or personalized EBikes, clearance items marked “final sale,” and Products damaged due to misuse, neglect, or improper assembly.

5.2 Return Process

To initiate a return:

  1. Email [email protected] with your order number, Product name, and reason for return to request an RMA number.
  2. Once approved, we will send you instructions for packaging and shipping the Product back to us. You are responsible for paying return shipping costs, unless the return is due to a defect in the Product or an error on our part (e.g., shipping the wrong model).
  3. We recommend using a trackable shipping service and insuring the package, as we are not responsible for lost or damaged returns.
  4. Once we receive and inspect the returned Product (typically within 3–5 business days of delivery to our warehouse), we will notify you of whether the return is approved.
  5. For approved returns:
  • Refunds: We will issue a refund to your original payment method within 5–10 business days of approval. Refunds will be processed in USD, and any currency conversion fees incurred at the time of purchase will not be reimbursed.
  • Exchanges: If you request an exchange for a different Product (e.g., a different EBike model), we will ship the replacement Product once the returned item is approved. The same delivery timeframes (6–12 business days) and free shipping policy apply to exchanged items.

5.3 Defective or Incorrect Products

If you receive a defective, damaged, or incorrect Product (e.g., the wrong model or color), please contact us at [email protected] within 48 hours of delivery. We will arrange for a free return shipping label, and upon inspection, we will either:

  • Send a replacement Product at no cost to you;
  • Issue a full refund (including any taxes paid) within 5–10 business days; or
  • Provide a store credit for the full value of the order, as requested.

We may require photos or additional documentation of the defective or incorrect Product to process your claim.

6. Modifications to These Terms

We reserve the right to update or modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website. We will notify you of significant changes via email (if you have provided your contact information) or by displaying a prominent notice on our website. Your continued use of our website or placement of orders after the revised Terms are posted constitutes your acceptance of the changes.

7. Contact Us

If you have any questions, concerns, or requests related to these Terms of Purchase, please contact us at:

Email: [email protected]

Website: www.surlybiked.com