Refund policy
Thank you for choosing Titanium Surron for your shopping needs.
We have a 30-day Money back guarantee Return & Refund policy for most Titanium Surron brand hardware. Some exclusions apply.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. Returns will not be accepted under no circumstances where the product has been installed.
Exclusions:
All electrical components, regardless if installed or not. (Includes the following, but not limited to: 12VDC converters, EBMX and Ventus controllers, motors, brake sensors, throttles, diagnostic cable, total bike harnesses, headlights. Wrap kits are not returnable. No exceptions. Orders shipped through connected retailers are not eligible for a return.
Returns
To start a return, visit our returns portal here or contact us at info@titaniumsurron.com. If your return is accepted, you can send the unused item back to the address below:
Titanium Surron LLC
(Your order number here)
1002 Campbell Ct.
Lake Bluff, IL., 60044
Do you accept returns?
Yes, I accept returns on normal orders placed through website.
No returns on special orders-- all sales are final. (ie., wheels)
No returns on batteries and controllers-- all sales are final. No exceptions.
How can customers return your products?
Customer will receive a return label if their item meets eligible requirements.
Product conditions that you allow for returns.
New and unused only.
What is the restocking fee?
Up to 15% restocking fee if the customer did not opt into return coverage at checkout.
How much will customers pay for return shipping?
-Defective or damaged items: No cost to the buyer.
-Customer remorse: Buyer is responsible for shipping to and from the destination.
Package Protection Plus
Package Protection Plus is an optional add-on available at checkout. If you add it and your order is lost, stolen, or damaged in transit, file a shipping claim through our returns portal and our team will manage it for you. Once approved, you'll receive a replacement at no extra cost, or a refund if the item is out of stock. Claims must be filed within 30 days of the delivery date. Orders placed without Package Protection Plus are not covered against loss, theft, or damage in transit. The fee is non-refundable and cannot be added after an order is placed.
Exchanges
You can now request an exchange directly through our returns portal. Select the item you'd like to send back, choose your replacement, and submit your request. Exchanges are subject to the same eligibility rules and exclusions listed above, and the item must be new, unused, and uninstalled. If your replacement item isn't available, we'll process your request as a refund instead.
What if the product I received is defective?
We apologize for any inconvenience caused. Please contact our customer support team immediately after receiving your order, and we will gladly assist you in resolving the issue. You can also initiate an exchange in our customer portal here. Depending on the circumstances, we may offer to file a shipping claim, a replacement, or refund.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method immediately, but payment providers may take 5-7 business days to fully process the refund.
Support: 24/7
Phone: +1 847-924-3600
Email: info@titaniumsurron.com
Business Information:
Titanium Surron LLC
License No: 99-0684692