At Surron Depot Canada, we want you to shop with confidence. We understand that there may be occasions when you need to return a product or request a refund. This Refund & Returns Policy explains the conditions, eligibility, and process for returning items purchased from our website.
Please read this policy carefully before placing your order.
Return Eligibility
We accept returns on eligible products that meet the following conditions:
- The return request is submitted within 30 days of receiving your order.
- The product is unused, uninstalled, and in its original condition.
- The item is returned with all original packaging, accessories, manuals, labels, and protective materials.
- The product is free from damage caused by misuse, improper installation, or modification.
- Proof of purchase or the original order confirmation is provided.
Returns that do not meet these conditions may not be accepted.
Non-Returnable Items
For safety, hygiene, or product-specific reasons, the following items are generally not eligible for return unless they arrive damaged or defective:
- Installed or used electrical components
- Batteries that have been installed or used
- Controllers that have been installed or modified
- Custom or special-order products
- Clearance or final sale items
- Gift cards
- Products damaged through misuse, accidents, or improper installation
Please review the product description before purchasing if you are unsure whether an item is eligible for return.
Incorrect or Damaged Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us resolve your request quickly, include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photos of the shipping box and packaging (if applicable)
We will review the information and work with you to provide an appropriate resolution, which may include a replacement, exchange, refund, or store credit where applicable.
How to Request a Return
To start a return:
- Contact our customer support team.
- Provide your order number and reason for the return.
- Wait for return authorization and instructions.
- Carefully package the item to prevent shipping damage.
- Ship the item using the instructions provided.
Please do not return products without first contacting us, as unauthorized returns may delay processing.
Return Shipping
Unless the return is due to our error or a defective product, customers are generally responsible for return shipping costs.
We recommend using a tracked and insured shipping service, especially for high-value items such as Surron components and accessories.
Surron Depot Canada is not responsible for returns lost or damaged during transit.
Inspection Process
After your returned item is received, our team will inspect it to verify that it meets the return requirements.
Inspection typically includes checking:
- Product condition
- Original packaging
- Signs of installation or use
- Missing components
- Damage
Once the inspection is complete, we will notify you of the outcome.
Refunds
If your return is approved, your refund will be processed to the original payment method used for the purchase.
Please note:
- Original shipping charges are generally non-refundable unless required by law or due to our error.
- Refund processing times depend on your payment provider or financial institution.
- It may take several business days for the refund to appear on your statement after it has been issued.
Exchanges
If you ordered the wrong item or require a different compatible part, we may be able to assist with an exchange, subject to product availability.
Please contact our customer support team before returning the item so we can help identify the correct replacement.
Warranty Claims
Some products sold by Surron Depot Canada may be covered by a manufacturer’s warranty.
Warranty coverage varies depending on the product and manufacturer.
If you believe your product is covered under warranty, please contact us with:
- Order number
- Product details
- Description of the issue
- Supporting photographs or videos, if applicable
Warranty claims are subject to the manufacturer’s terms and conditions.
Order Cancellations
Orders may be cancelled before they have been processed for shipment.
Once an order has been shipped, it cannot usually be cancelled and must instead follow the return process outlined in this policy.
If you need to cancel an order, please contact us as soon as possible.
Product Compatibility
Before placing your order, please ensure you have selected the correct part for your Surron model.
If you are unsure, our customer support team can help you verify compatibility for:
- Light Bee X
- Ultra Bee
- Storm Bee
- Hyper Bee
Providing your bike’s model and model year before ordering can help prevent unnecessary returns.
Refund Exceptions
Refunds may be refused if:
- The item has been used or installed.
- The product has been modified.
- Parts are missing.
- The item is returned damaged due to customer handling.
- The return request falls outside the stated return period.
- The returned product does not match the original purchase.
Our Commitment to Customer Satisfaction
Customer satisfaction is important to us.
Our goal is to provide:
- Genuine OEM Surron parts
- Quality aftermarket upgrades
- Fair and transparent return policies
- Fast customer support
- A smooth shopping experience
If you experience any issues with your order, we encourage you to contact us so we can work toward a prompt and fair resolution.
Contact Us
If you have any questions about our Refund & Returns Policy, please visit our Contact Us page or contact our customer support team.
We’ll be happy to assist you with returns, exchanges, compatibility questions, or warranty inquiries.