Refund, Return & Cancellation Policy

Website: https://surron.ae
Email: support@surron.ae
Last Updated: October 9, 2026

At SURRONAE, we are committed to providing a transparent, fair, and reliable shopping experience in accordance with applicable UAE consumer protection laws and payment regulations.

This policy applies to motorcycles, spare parts, accessories, pre-orders, and other products purchased directly through SURRONAE.

1. Defective, Damaged or Incorrect Products

Customers may request a return, replacement, or refund for defective, damaged, incorrect, or materially misdescribed products.

Returns for defective or incorrect products are accepted within 14 calendar days from delivery, without prejudice to any longer statutory or warranty rights.

Where a full refund is applicable:

• Customers receive a 100% refund of the eligible purchase amount, including applicable VAT and original standard shipping charges.

• No return, administration, restocking, or payment processing fees will be charged.

• SURRONAE will cover the necessary return shipping costs.

• Customers may be required to provide photographs, order details, or other reasonable evidence.

SURRONAE will provide the appropriate repair, replacement, or refund remedy in accordance with applicable UAE consumer protection law.

The 14-day reporting period does not limit any additional legal rights relating to product defects or warranties.

2. Change-of-Mind Returns — 14 Days

SURRONAE accepts voluntary change-of-mind returns within 14 calendar days from the date of delivery, subject to the following conditions:

• The product must be unused and in its original condition.

• All original packaging, accessories, manuals, and components must be included.

• Motorcycles must not have been registered, ridden, modified, or damaged.

• Customers must provide valid proof of purchase.

• A return request must be submitted to support@surron.ae within the 14-day period.

For approved voluntary returns:

• Customers are responsible for return shipping costs.

• No payment gateway or transaction processing fees will be deducted.

• No administrative or restocking fees will be charged.

• Refunds will be issued to the original payment method unless another arrangement is agreed.

Customers are responsible for ensuring that returned products are adequately packaged and transported safely.

Products that do not meet the voluntary return conditions may be ineligible for change-of-mind returns.

These conditions do not limit statutory rights concerning defective or non-conforming products.

3. Order Cancellation Before Shipment

Customers may request cancellation before their order has been shipped or dispatched.

For eligible cancellations before shipment:

• The full eligible purchase amount will be refunded.

• No payment gateway or transaction processing fees will be charged.

• No payment processing fees will be deducted from the refund.

If an order has already been dispatched, the return process and applicable shipping arrangements will be assessed according to the circumstances.

Cancellations involving customized products or special orders may be subject to separately agreed conditions, to the extent permitted by law.

4. Pre-Orders and Special Orders

Certain SURRONAE motorcycles and products are offered on a pre-order basis and may not be immediately available in our UAE warehouse.

Estimated delivery dates are provided based on the latest available manufacturer and logistics information.

Delivery schedules may be affected by international shipping, production, customs clearance, transportation restrictions, and other external circumstances.

Customers will be informed of material changes to their estimated delivery schedules where reasonably possible.

If a customer voluntarily requests cancellation of a pre-order, SURRONAE will review the order status and applicable agreed terms.

No payment gateway processing fees will be passed on to the customer.

Any restrictions relating to genuinely customized or specially procured products must be disclosed and agreed before purchase and must comply with applicable consumer protection laws.

Where SURRONAE cannot fulfill an order, materially fails to meet an agreed delivery obligation, or a refund is otherwise legally required, the customer will receive the applicable refund without cancellation penalties.

5. International Shipping and Delivery Delays

SURRONAE works with international manufacturers and logistics partners to fulfill orders.

Shipping delays may occur due to:

• International freight disruptions.

• Port closures or transportation restrictions.

• Customs inspections and clearance procedures.

• Manufacturer production delays.

• Regional conflicts and other circumstances beyond reasonable operational control.

We will make reasonable efforts to keep customers informed of significant delivery delays.

Customers experiencing delays may contact support@surron.ae to discuss updated delivery estimates, available alternatives, or cancellation options.

Shipping disruptions do not automatically remove customers' rights to refunds or other remedies under applicable UAE law.

6. Payment Gateway and Transaction Fees

SURRONAE complies with applicable UAE Central Bank requirements and the terms of its payment service providers concerning merchant transaction fees.

All payment gateway processing fees and merchant transaction fees are borne by SURRONAE.

Customers will not be charged additional payment processing fees for transactions made through our accepted payment methods.

In the event of an eligible cancellation or refund:

• No payment gateway processing fees will be deducted.

• No card transaction fees will be passed on to the customer.

• No refund processing fees will be charged to the customer.

• Any fees retained by the payment service provider will remain the responsibility of SURRONAE.

This applies to merchant processing fees irrespective of whether the payment provider refunds those fees to SURRONAE.

Return shipping costs for voluntary change-of-mind returns are treated separately and are not payment processing fees.

7. Refund Methods and Processing

Once a refund has been approved:

• Refunds will normally be processed through the original payment method.

• Where refunds to the original payment method are unavailable, SURRONAE may arrange a verified bank transfer with the customer's agreement.

• Customers may be asked to provide their bank account name, IBAN, bank name, and SWIFT/BIC code.

• Refund processing times depend on the payment provider and receiving bank.

• SURRONAE will provide available processing updates upon request.

No payment transaction fee will be deducted from the customer's eligible refund.

8. VAT and Applicable Taxes

Refunds will be handled in accordance with applicable UAE VAT regulations.

Where an order or part of an order is refunded, the associated VAT will be adjusted and refunded as applicable.

SURRONAE will issue any required Tax Credit Notes and complete the corresponding tax adjustments.

VAT will not be withheld as a cancellation penalty or non-refundable payment processing charge.

Foreign import duties, customs charges, and taxes paid to third-party authorities may be subject to separate refund procedures and applicable delivery terms.

9. Warranty and Product Inspection

Eligible motorcycles, batteries, motors, controllers, and accessories are covered by applicable manufacturer warranty terms and statutory consumer protections.

Warranty claims may require reasonable product inspection or technical diagnosis.

Damage resulting from misuse, accidents, unauthorized modifications, or normal wear and tear may be excluded from voluntary manufacturer warranty coverage where legally permitted.

Nothing in this policy limits mandatory consumer protection rights.

10. International Orders

For orders delivered outside the UAE:

• Shipping and customs arrangements will follow the agreed delivery terms.

• Import duties and local taxes may be governed by the destination country's laws.

• Voluntary return shipping costs may be the customer's responsibility when disclosed and permitted by law.

• Defective or incorrect products will be handled according to applicable consumer protections and contractual obligations.

For DDP shipments, SURRONAE will fulfill the duties and responsibilities agreed under the applicable DDP terms.

11. Refund Requests and Customer Support

To request a cancellation, return, replacement, or refund, please contact:

SURRONAE Customer Support
Email: support@surron.ae
Website: https://surron.ae

Please include:

• Order number.

• Full name.

• Reason for the request.

• Photographs or relevant documents, if applicable.

Our support team will review your request and provide the next steps.

12. Payment Disputes and Consumer Protection

SURRONAE aims to resolve refund disputes professionally and fairly.

Customers are encouraged to contact our support team before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

Customers retain their rights to contact their payment provider, issuing bank, or relevant consumer protection authorities.

SURRONAE will cooperate with legitimate inquiries from authorized regulatory bodies.

13. Governing Law and Policy Updates

This policy is governed by the applicable laws and regulations of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection, as amended, and its applicable executive regulations.

Nothing in this policy limits or overrides mandatory consumer rights.

SURRONAE reserves the right to amend this policy for future purchases. Changes will not retrospectively remove existing consumer rights or unlawfully alter the terms of completed transactions.

For refund assistance, contact support@surron.ae.