Refund policy

Overview

Volttrail imports genuine Sur-Ron and other electric bikes as parallel imports. Orders are dispatched within 7 days of payment and typically arrive in around 30 days. Because our bikes are high-value, large items shipped internationally, we must be strict about inspections, returns and warranty claims. Please read the policy below before you buy.





1) Before delivery — please inspect



When the delivery arrives, inspect the package before signing. If the outer carton is visibly damaged, refuse to sign and notify the driver. Then contact us immediately at isaacchurch747@gmail.com with photos or a short video of the carton and damage. This speeds up a shipping claim.





2) I received a damaged / missing / dead-on-arrival (DOA) item



If the bike is damaged or DOA on arrival:


  • Contact us within 2 days of delivery at isaacchurch747@gmail.com with photos or a short unboxing video showing the damage.
  • Do not discard packaging or major components until we advise you.
  • We will assess the issue and either arrange replacement parts, a return, or a refund depending on the fault and stock availability.



Returned items must be in the original box with original packaging where possible. We will advise on return shipping instructions and cover reasonable freight costs for verified DOA/manufacturing faults.





3) Change of mind / buyer remorse



Because bikes are large, expensive and imported, change of mind returns are not accepted except in very limited circumstances:


  • If you received the bike unopened and in its original, sealed product box, you may request a return within 7 days of delivery.
  • Return shipping costs for change of mind are the buyer’s responsibility and shipping charges are non-refundable.
  • A restocking and inspection fee may apply. Refunds for change of mind are processed after we receive and inspect the returned item.






4) Warranty & faults after delivery



We provide local after-sales support and a limited warranty in line with our supplier terms:


  • Power system (motor, controller, display, battery): 6 months
  • Chassis, swing arm and other non-wear structural parts: 12 months
  • Wear & tear parts (tyres, brake pads, cables, belts, etc.): excluded from warranty



Warranty excludes misuse, racing, improper charging/storage, unauthorised modifications, or damage from accidents. For any defect or fault, contact isaacchurch747@gmail.com with photos, video and an explanation. We will advise repair, replacement parts, or other remedies after assessment.





5) How refunds are handled



  • Refunds (when approved) are processed to the original payment method.
  • Allow up to 7–14 business days for the refund to appear on your statement after we approve it.
  • Shipping costs are only refunded when Volttrail is at fault (e.g., verified DOA or shipping damage). Shipping costs are not refunded for change-of-mind returns.






6) Important notes & buyer responsibilities



  • You must keep evidence of condition at delivery (photos/video) for any claim.
  • We are not responsible for delays caused by customs, freight carriers, or extreme events; we will communicate delays and help where we can.
  • These bikes are parallel imports (Chinese-market version) — some features such as official Surron App connectivity and support from local official Surron dealers may not be available. We will provide our local warranty support as described above.






7) Contact us



To start any return, refund or warranty claim, email isaacchurch747@gmail.com with:


  • Order number
  • Your full name & phone number
  • Photos / short video of the bike and packaging (if relevant)
    We aim to respond within 24–48 hours.





Volttrail — we’ll work with you to sort any genuine issues quickly. Please keep your photos and unboxing video — it makes claims simple and fast.