Refund policy

Last Updated: September 2, 2026

At Surly Bikes, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions and process for returning eligible products purchased through surly-bikes.store.

1. Return Eligibility

Customers may request a return within 30 days of delivery, provided that:

  • The product is unused and in its original condition.

  • The product has not been modified, damaged, or improperly used.

  • The original packaging, accessories, manuals, and included items are returned where applicable.

  • Proof of purchase or the original order information is provided.

Certain products may be subject to additional return conditions due to their size, nature, or intended use.

2. Bicycles, Electric Bikes & Motorcycles

For bicycles, electric bikes, motorcycles, and other large products, customers should contact us before sending the item back.

Products must be returned in accordance with our return instructions. Customers may be responsible for return shipping costs unless the product was received damaged, defective, incorrect, or otherwise qualifies for a return at our expense.

3. Damaged or Defective Products

If your order arrives damaged or you receive a defective or incorrect product, please contact us as soon as possible.

Please provide your order number and, where appropriate, photographs or other information showing the issue. We will review the situation and determine the appropriate solution, which may include a replacement, repair, refund, or other resolution.

4. Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law, including products that have been:

  • Used or substantially modified

  • Damaged after delivery

  • Altered or customized at the customer's request

  • Returned without required accessories or components

This does not affect any mandatory consumer rights provided by applicable law.

5. How to Request a Return

To request a return, please contact our customer support team with:

  • Your order number

  • Name used when placing the order

  • Reason for the return

  • Relevant details about the product

Do not ship an item back before receiving return instructions from our team.

6. Return Shipping

Unless otherwise required by applicable law or agreed by us, customers may be responsible for return shipping costs for change-of-mind or other voluntary returns.

For products that arrive damaged, defective, or incorrect, we will review the circumstances and provide appropriate return instructions.

7. Refunds

Once a returned product has been received and inspected, we will notify you whether the return has been approved.

If approved, the refund will generally be issued to the original payment method.

The time required for the refund to appear in your account may depend on your payment provider or financial institution.

8. Partial Refunds

In certain circumstances, a partial refund may be offered when a returned product has minor damage, missing accessories, or other issues affecting its value, where permitted by applicable law.

9. Exchanges

If you would like to exchange a product, please contact us before returning it. Exchanges are subject to product availability and applicable return conditions.

10. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before the order is processed or shipped. Once an order has been shipped, cancellation may no longer be possible and the standard return procedure may apply.

11. United States and United Kingdom Customers

Customers in the United States and United Kingdom may have additional consumer rights under applicable federal, state, or local laws.

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be limited or excluded.

12. Contact Us

For return or refund questions, please contact our customer support team through:

Website: surly-bikes.store

Please include your order number whenever contacting us about a return, refund, replacement, or exchange.