Last updated: April 23, 2026
We want you to be completely satisfied with your purchase. Please read our return and refund policy carefully before completing your order.
Return Window
- New bikes and products: 30 days from the date of delivery
- Pre-owned / used bikes: 14 days from the date of delivery
- Accessories and parts: 30 days, unopened and in original packaging
Eligibility Requirements
To be eligible for a return, items must:
- Be in the same condition as received (unused or minimally ridden)
- Include all original packaging, accessories, manuals, and documentation
- Not have been modified, customized, or damaged after delivery
- Include proof of purchase (order number or receipt)
Non-Returnable Items
- Bikes that have been modified or had aftermarket parts installed
- Items with visible damage caused after delivery
- Special-order or custom-configured items
- Items returned after the return window has expired
How to Initiate a Return
- Email info@surronvault.com with your order number and reason for return
- We will respond within 2 business days with a Return Authorization (RA) number and return instructions
- Pack the item securely in its original packaging and ship it using the carrier of your choice
- Write the RA number clearly on the outside of the package
Return Shipping Costs
- Defective or incorrect items: We cover return shipping costs
- Change of mind / buyer’s remorse: Customer is responsible for return shipping
- Large items (bikes) may require LTL freight shipping — costs vary by location
Refund Processing
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5–7 business days. Please allow additional time for your bank to process the credit.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at info@surronvault.com. Include photos of the damage. We will arrange a replacement or full refund at no cost to you.
Exchanges
We do not offer direct exchanges. To swap for a different model, return the original item and place a new order.
Contact
Surron Vault — 4509 W Dixon Rd, Little Rock, AR 72206
Email: info@surronvault.com