Refund and Returns Policy

Surron Electric Ride supplies high-performance electric ride products, including off-road electric dirt bikes, street-legal electric motorcycle configurations, battery-powered trail machines, and power components across Australia. These products differ from ordinary small parcel goods. They are large, valuable, technically complex, and shipped via heavy freight networks. Consequently, refunds and returns require careful coordination between the customer and our support team.

This Refund and Returns Policy operates alongside your rights under the Australian Consumer Law (ACL), set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our goods come with guarantees that cannot be excluded under the ACL. This policy outlines pre-dispatch cancellations, change-of-mind parameters, freight damage reports, battery handling instructions, and local state transport authority compliance (e.g., TfNSW, VicRoads, TMR QLD).

For general reference, customers can review information on Australian Consumer Law, consumer rights, statutory warranties, electric motorcycles, and lithium-ion battery handling. These links are provided for informational context and do not supersede applicable Australian statutes or our formal store terms.

This policy covers purchases directly from Surron Electric Ride, including the Talaria Sting R MX4 Off-Road 2025, Talaria xXx TL2500, Surron Ultra Bee MX Dirt Bike 2025, Surron Ultra Bee Street Legal 2025, Surron Storm Bee MX 2025, and Surron Storm Bee Enduro Road 2025, as well as compatible accessories and battery chargers.

1. Order Cancellations Prior to Freight Dispatch

If you need to cancel an order prior to dispatch, contact customer support with your order number, full name, and billing details. If the order has not been booked with a freight carrier, transferred to regional logistics, or processed for export clearance, we can cancel the order and issue a full refund to your original payment method.

Once a full-size electric motorcycle is loaded onto a freight vehicle or dispatched via heavy courier networks, simple cancellations are no longer possible. In such cases, the order must follow standard return procedures. Costs associated with freight redirection, transit handling, or carrier fees may be deducted where permitted by Australian Consumer Law.

2. Voluntary & Change-of-Mind Returns

Under Australian law, businesses are not strictly required to provide a refund for change of mind. However, Surron Electric Ride may accept voluntary returns if the item is unridden, unregistered, clean, undamaged, and returned with its original packaging, charger, keys, documentation, and accessories. The bike must be in brand-new, resalable condition.

Performance electric dirt bikes lose significant market value once ridden outdoors, contaminated with dirt, modified, or registered with a state road authority. If a voluntary change-of-mind return is approved, deductions may apply for freight costs, missing components, diminished value, or restocking assessments as permitted by law.

3. Initial Inspection on Delivery

Inspect the outer packaging upon receiving your delivery before signing courier paperwork. Check for crushed boxes, damaged pallets, torn straps, or punctured cardboard. Take photographs before unboxing if the shipment appears damaged in transit.

After unboxing, inspect the frame, fork, battery pack, display, controls, levers, and charging equipment. Before assembly or operation, confirm that the model received matches your order. For example, check whether you received the Surron Ultra Bee Street Legal 2025 or an off-road variant. If any part is missing or incorrect, do not assemble or ride the bike; contact support immediately.

4. Freight Damage Procedures

If your package arrives damaged, notify our support team within 48 hours of delivery. Submit your order number, delivery details, photos of the outer packaging, photos of the pallet/crate, and clear images of the damaged components. Retain all original packaging materials for courier inspection.

Where transit damage is verified, we will arrange replacement parts, repair services, or a full replacement bike in accordance with consumer guarantees. Do not ride any electric motorcycle that exhibits structural, brake, fork, frame, or electrical damage from transport.

5. Incorrect or Incomplete Deliveries

If you receive an incorrect build, wrong charger, or missing accessory, contact customer service prior to use. Supply photos of the product label, packaging, and delivered items. We will rectify the error by dispatching missing items or arranging freight collection for replacement.

Operating an incorrect bike compromises return processing. For example, if an off-road model is delivered instead of a road-legal variant, riding the bike on public or private land will invalidate its unused status for simple exchange.

6. Battery Safety & Transport Regulations

Electric motorcycle batteries are classified as dangerous goods for freight transport. High-voltage lithium-ion packs must not be physically opened, modified, submerged, punctured, or charged using unapproved third-party chargers. A battery exhibiting impact damage, swelling, thermal degradation, or water ingress cannot be shipped via standard freight channels.

Always use the factory-supplied charger. Charger misuse or improper storage voids warranty coverage and impacts return eligibility. Learn more about general lithium-ion battery safety standards for operational background.

7. Road Legality & State Registration

Certain models in our catalogue are built exclusively for private property, farm, or closed-course track use. Street-legal configurations feature Australian Design Rules (ADR) lighting, mirrors, horn, and speedometers for public road registration. Buyers are responsible for confirming license requirements and registration rules with their state transport authority (e.g., TfNSW, VicRoads, TMR QLD) prior to purchase.

Returns will not be accepted based solely on a buyer discovering after purchase that an off-road dirt bike cannot be registered for public road use. Models such as the Surron Ultra Bee Street Legal 2025 and Surron Storm Bee Enduro Road 2025 are explicitly designated for registration pathways.

8. Off-Road, Farm, and MX Builds

Off-road models are configured without ADR equipment and are restricted to private land or dedicated tracks. High-output platforms like the Talaria Sting R MX4 Off-Road 2025, Talaria xXx TL2500, Surron Ultra Bee MX Dirt Bike 2025, and Surron Storm Bee MX 2025 exceed standard e-bicycle power thresholds and must be operated in appropriate off-road locations.

9. Return Shipping & Logistics

Electric bikes cannot be returned via standard Australia Post parcel channels. Approved returns must be transported via authorized heavy freight couriers. If a voluntary return is approved, customer support will issue packing guidelines and freight documentation.

For change-of-mind returns, return freight costs are borne by the customer. If a collection attempt fails due to improper packaging or customer absence at the agreed address, re-booking fees may apply. For verified manufacturing faults or incorrect shipments, freight costs are managed by Surron Electric Ride.

10. Assessment & Refund Processing

Once returned items arrive at our facility, technical staff inspect the bike for usage, frame condition, battery state, charger operation, and completeness. Upon clearing inspection, approved refunds are processed to the original payment method (credit card, debit card, or bank transfer).

Refund processing times vary by bank and financial provider. Where deductions apply for missing components, user-inflicted damage, or diminished value, an itemized statement will be provided.

11. Australian Consumer Law Guarantees & Faults

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Fault claims do not cover normal wear and tear (brake pads, tires, chains, sprockets), damage caused by crashes, water submersion, unauthorized firmware modifications, incorrect assembly, or improper maintenance. Contact support with video or photos to initiate a warranty or ACL fault assessment.