Returns & Warranty Guarantee
Our 30-Day In-Home Trial, 2-Year Factory Limited Warranty, and hassle-free RMA replacement procedures.
30-Day Trial
Test ride your new Surron on your daily route with up to 20 miles of trial riding.
2-Year Warranty
Comprehensive coverage on frame, motor, controller, display, and battery pack.
Crash Protection
30% discount on replacement parts or frames if you experience an accidental crash.
1. The 30-Day In-Home Trial Policy
We want you to feel 100% confident in your choice. From the day your Surron bicycle is delivered to your doorstep, you have a full 30-day window to test it on your commute, trails, and weekend getaways.
If you decide the bicycle is not right for you, contact us within 30 days of delivery to initiate a return.
2. Return Eligibility Criteria
To qualify for a refund under our 30-Day Trial:
- Odometer Reading: The digital LCD display odometer must show fewer than 20.0 miles total recorded distance.
- Physical Condition: The bicycle must be clean, free from frame dents, deep scratches, tire gouges, or mechanical alterations.
- Complete Contents: The original packaging, charger, two battery keys, toolkit, reflector set, and owner's manuals must be repacked in the original box.
- Spare Parts & Electronics: Replacement controllers, throttles, and wiring components must not have cut or spliced wires.
3. Step-by-Step Return Process (RMA)
Note: A standard $150 freight return deduction is subtracted from refunds on complete bicycles to cover the carrier hazardous ground transport cost, unless the return is due to an unresolvable factory defect.
4. Two-Year Comprehensive Factory Limited Warranty
Surron bicycles purchased directly from our website are backed by our 2-Year Manufacturer's Warranty from date of receipt:
| Component Group | Warranty Term | Coverage Inclusions |
|---|---|---|
| Frame & Rigid Fork | 2 Years | Structural integrity, welds, material fractures from normal riding. |
| Motor Assembly | 2 Years | Planetary gears, stator copper windings, bearings, hall sensors. |
| Lithium-Ion Battery | 2 Years | Guaranteed ≥70% capacity retention over 500 charge cycles, BMS board defects. |
| Electronics & Display | 2 Years | Controller PCB, color LCD display, wiring harness, throttle. |
| Wear & Tear Consumables | 30 Days | Brake pads, inner tubes, chains, tires (initial manufacturing defect coverage only). |
5. Crash Replacement Assistance Program
Accidents happen. If your Surron is damaged in a traffic incident or mountain crash that is not covered by factory warranty, we offer registered owners a 30% discount off standard MSRP on replacement frames, wheels, motors, and structural components to get you back on the road safely.
6. How to Submit a Warranty Claim
To begin a warranty claim, simply email support@surronbikesandparts.shop with:
- Your original 6-digit Surron Order Number.
- The bike serial number (permanently engraved beneath the bottom bracket shell).
- A clear 15-second video or 2–3 photos displaying the issue.
Our master mechanics will review the diagnostic within 24 business hours and expedite replacement parts directly to your address with complimentary technical installation guidance.
Need Help Starting a Return or Warranty Claim?
Our technical specialists will guide you through the process step by step.
Open Warranty Ticket