Return & Refund Policy

Returns & Cancellations

You may cancel your order for a full refund up until the time you receive your shipment confirmation email with tracking information. If you cancel after your order has been sent you are responsible for the return shipping fee.  In addition, the original shipping fee we incurred to send the bike to you will not be refunded (even when ‘free’ shipping is advertised). Our refund policy is ‘All Sales Final’. Unfortunately, we can’t offer a refund or exchange after the bike has shipped.

If the order is shipped and cannot be modified, the customer may reject the package and $180 will be charged as a cancellation fee. If the customer has received the order, please contact us for the return. The customer is also responsible for the return shipping cost of $180. SURNAT will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: If the customer decided to arrange the return shipment by himself and the request has been confirmed by SURNAT’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. SURNAT will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.

The customer needs to email SURNAT’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, SURNAT will email the customer a cancellation notification email. Please do not send your purchase back to us until we have authorized the return in writing. SURNAT will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.

If you order a product by mistake you will be charged according to this policy.

Return

Returning malfunctioning bikes within 14 days of receipt. SURNAT offers FREE return and exchange for malfunctioning bikes within 14 days of receipt.

Returns are not allowed after 14 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused.  Must include all items that were inside the box (charger, keys, hardware, etc.) with the original packaging.If the bike has been in your possession for 14 days or has been ridden it will not be eligible for return.

Damages And Issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. You need to provide a clear photo or video showing the product problem with a receipt of your order attachment. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue (s).

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

  • A) Minor damage to the outer packaging.
  • B) Minor scratches or paint loss on the product.
  • C) Damage to parts or wearing parts after excessive use.
  • D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

To start a return, you can contact us at service@surnatbike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. SURNAT is not responsible for the shipping cost of the package returned by the customers themselves.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

  1. Product from Unauthorized Reseller
  2. The damage is caused by human
  3. The accessories and replacement parts
  4. Theused bikes with no quality problem
  5. Special order
  6. Sale items or gift cards
  7. Giveaways or free items

Returning Cost

The shipping cost of returning service will be borne by customers if the ebike has no quality problem.

  1. $180 will be charged as the delivery fees and SURNAT will provide shipping labels.
  2. Ships the ebike back toSURNAT's warehouse on your own.

*Note: We cannot guarantee that we will receive the item you are attempting to return.

SURNAT REFUND TERMS

Quality Issues

Accept full refund & partial refund

Receive wrong goods

FREE to exchange or full refund

Damaged or missing accessories

Free to send accessories or accept a partial refund. No free accessories are eligible for replacement or compensation if they are scratched during transportation

The package cannot be delivered or missing

Accept free resend or full refund

The customer cancels the order before the package is shipped

Accept full refund

The customer cancels the order after the package is shipped

Customers need to pay $180 shipping charge per bike (Deduct $180/item when making refund)

 About refund time

Refund will be issued within 3 work days after refund issue confirmation

Change delivery address before shipping

Free to change delivery address

Change delivery address after shipping

Customers need to pay $200/pc for item resend

Customers refuse to accept the package

$180 shipping charge per item or the customer needs to pay extra $180 for resend

Non-quality Issues Refund

Only refund within 14 days: unworn, unopened package, unused, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.). We will deduct the shipping fee of $180/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes.


If you believe your item is defective and was purchased within the last 1 years from our authorized dealer, please contact us at service@surnatbike.com, and provide photos or videos containing the actual defects as there may be a simple fix for your problem. SURNAT E-bike support team could provide you with technical solutions.

Quality Issues Reimbursement

If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.
Please note that to be eligible for the reimbursement, i) a valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii) the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii) We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted

*Once your return is received and inspected we will notify you of the approval or rejection of your refund. SURNAT eBike reserves the right to withhold up to the full value of the refund if the bike is in poor condition upon receipt.

If you are approved, your refund will be processed and a credit will be applied to your credit card or original method of payment within a reasonable number of days.

Exchanges

We only replace items if they are severely defective or extremely damaged. If you believe you may be eligible for an exchange or replacement, please email support at service@surnatbike.com.