- contact@surrelectricbikes.com
- +447441477578
- 222 Upper St, London N1 1XR, United Kingdom
Contact: contact@surrelectricbikes.com
You can return unused items within 14 days of delivery for a refund.
Items must be new, uninstalled, unmodified, in original packaging with all accessories.
Bikes that show ride marks/odometer use may incur a restocking fee or be declined.
Used/installed parts, consumables (e.g., brake pads, chains) once opened, custom/special orders, gift cards, clearance “as-is” items, software/firmware services.
If an item arrives faulty or develops a defect within the warranty period, we’ll assess for repair, replacement, or refund as appropriate.
Submit claim within 7 days for DOA and within the product’s warranty window for defects. Provide order number, description, and photos/videos.
Email returns@surrelectricbikes.com with order number + reason.
We’ll issue an RMA and instructions.
Pack securely (original packaging preferred).
Ship with a tracked/insured service.
Change-of-mind: customer pays return shipping.
Approved faulty/DOA: we’ll advise on labels/costs.
Processed to the original payment method within 5–10 working days after inspection.
Deductions may apply for missing parts, damage, or excess wear.
Fastest: place a new order and return the original per above; or request like-for-like exchange subject to stock.
