Refund policy
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If you are unhappy with any of the products you purchased for any reason, simply return it to us within 30 days in the condition that you received it and we will happily provide you with a store credit or refund for the product (excludes postage).
Just contact the team and we will be happy to assist you.
Return Terms & Conditions
All returns must be authorised by Surron Bike Supply before goods are returned. Please call or email our friendly staff and they will assist you with your return.
All items returned for a refund or credit must be returned in the original condition with the tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition, or your return may not be accepted (unless faulty). Please see the list below for things to to ensure your return is accepted.
- When trying on boots please do not stand on your foot pegs as some sharp pegs can mark/damage boot soles and your return might not be accepted. If the boots do not fit or feel comfortable on the ground, they will feel no different on the bike.
- Please remove makeup before trying helmets on. Makeup will stain the check-pads and your return may not be accepted.
- Please use due diligence in checking hard parts for correct fitment before removing from the packaging. Items like chains will not be accepted once they have been removed from the clear plastic packages. You should be able to compare the new item with the old/broken item while it is still in the packaging. We do understand this is unavoidable in some circumstances.
- Please ensure all returned clothing items are free from marks, stains, and rips as they may not be accepted for return if received damaged (unless faulty). All tags must still be attached and in top hygienic condition.
Faulty Items
If you have a faulty item that you would like refunded, repaired, or replaced, please contact our customer service team before sending the item back. If emailing regarding the fault, please attach pictures of the fault so the item can be assessed before a return is approved.
In cases where a faulty item was received, a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames provided the item is still under warranty. Please contact our customer service team or the brand directly for warranty periods.
We aim to have your refund processed within 24 hours of receiving; however, some faults will need to be approved by the manufacturer before a refund or replacement can be issued. In this case we will touch base regularly with email updates. This process can take up to 2 weeks and once completed you will receive a refund or replacement within 7 days.
If your order arrives damaged in transit, please take photos of the damage before and after opening the package to ensure the correct procedure is followed when rectifying the situation.