What is your warranty and return policy?Updated 2 years ago

WHAT IS THE WARRANTY POLICY?

All of our e-bike models come with a three-year frame warranty, plus a one-year replacement warranty on major parts. If a part is defective in the manufacturing process we will replace it free of charge. All parts can be easily ordered on our website.

WHAT IS THE RETURN POLICY?

We are so confident in the quality of our e-bikes and know that you will love them. As such, we are proud to offer a 7-day no questions asked money back guarantee on all of our models.*

After the initial 7-day return window, we will continue to accept returns for another 10 days, however you will be charged a $300 restocking fee.

*Bikes must be received in near-original condition and damage free. Additional fees (up to 50% the cost of the bike) will be applied if bikes are received with damage due to negligent packing and/or are incomplete.

HOW TO SUBMIT A WARRANTY CLAIM

To submit a warranty claim, please email [email protected] with the subject line WARRANTY CLAIM.

In the body of the email, please include: first and last name, bike year and model, serial number, purchase location, purchase date, and a detailed description of the issue you’re experiencing and the part that needs to be replaced.

If you are able to, please document the issues you are experiencing with your bike (pictures, videos, detailed account of experience, etc) as it will help us resolve the claim quickly and get you riding again.

HOW TO AUTHORIZE LABOUR CLAIM

After diagnosing and determining the issue with your bike, we will dispatch parts and resources to you or your local bike shop to ensure a quick and seamless repair process.

Please provide us with a quote from your local bike shop before moving forward with the repair, as we will need to authorize the intended work and labour involved. Without such approval no credit will be issued.

We will issue up to 1-hour of labour for all standard repairs. Further reimbursement may be available as a case-by-case basis.

Warranty labour claims are only issued if you have purchased the bike directly through us. If you purchased your bike through a certified Surface 604 dealer, they may contact us directly for any claims or verification.

Once your labour claim has been validated, please pay for the repairs and send a copy of the invoice to [email protected]. We will reimburse you based on your original purchase through us.

*Please note that this is only valid in Canada and The United States*