Refund policy

Refund & Exchange Policy

At Surron NZ, we are committed to delivering high-quality products and ensuring customer satisfaction. To support this commitment, we offer an exchange policy on all Surron electric bikes. Please review our refund and exchange terms below.

Exchange Policy (Electric Bikes Only)

Customers may exchange their vehicle under the following conditions:

Conditions for Eligibility:

  • The exchange policy applies only to Surron electric bikes and does not cover accessories.
  • The bike must be in the exact condition it was in when purchased, with no significant damage, modifications, or excessive wear and tear.
  • Customers must provide a valid proof of purchase (receipt, order confirmation, or invoice).
  • Exchanges are subject to inspection and approval before a new bike is issued.
  • If exchanging for a higher-value model, the customer is responsible for paying the price difference.
  • Return shipping costs may be the responsibility of the customer unless the bike is deemed faulty under the Consumer Guarantees Act 1993 (CGA).

Faulty or Defective Items

In accordance with the Consumer Guarantees Act 1993 (CGA), customers are entitled to a repair, replacement, or refund if the product is faulty, not of acceptable quality, or does not meet its intended purpose. This applies to all products, including accessories.

If a product is found to be defective, we will assess the issue and determine the appropriate solution based on CGA requirements.

Spare Parts and Parallel Imported Bikes

Surron New Zealand warranty only applies to spare parts fitted to bikes sold through an authorised Surron New Zealand dealer. We do not provide warranty for any parts used on a parallel imported bike, meaning a Surron brought into New Zealand outside our official dealer network.

Before you can add a spare part to your cart, you will be asked to confirm that you understand this.

Not sure if your bike is parallel imported? Contact us at sales@sur-ron.co.nz before ordering, with your bike's frame (VIN) number, and we'll check it for you.

This does not affect your rights under the Consumer Guarantees Act 1993.

Order Availability & Cancellations

While we make every effort to ensure accurate stock availability, our inventory is sourced from multiple suppliers. As a result, stock levels may vary, and errors can occur.

  • We reserve the right to cancel any order at any time.
  • If an order is cancelled, customers will be notified via the dealer from which the product was purchased.
  • All charges will be refunded in full for any cancelled order.
  • We assume no responsibility for any issues resulting from order cancellations.

How to Process an Exchange

  1. Contact our customer support team at sales@sur-ron.co.nz with your order details and reason for return/exchange.
  2. Our team will guide you through the exchange process, including shipping instructions.
  3. Once we receive and inspect the returned product, we will process your exchange within 5-7 business days.

We appreciate your trust in Surron and aim to make every purchase a satisfying experience. If you have any questions regarding our refund policy, please reach out to us.