This Return Policy defines the conditions applicable to product returns and refunds. It applies to all customers of our company and constitutes the exclusive legal framework governing these operations. We invite you to read it carefully before initiating any return process.

General Return Conditions

To be accepted, all returns must comply with a strict set of conditions.

Applicable Deadlines

The customer has a period of 14 calendar days from the receipt of the product to exercise their standard right of withdrawal. For defective or non-compliant products, specific deadlines may apply.

Product Condition

Returned items must be in their original condition: complete, un-assembled, unused, and in their undamaged original packaging, with all labels and protections. Any product showing signs of wear, impact, or use will not be accepted for return.

Return Procedure

The return must strictly follow the procedure described below to be processed.

Step 1: Prior Notification

Before any shipment, the customer must notify their intention to return the product by contacting our customer service via the dedicated form on our website or at the address support@surroneurope.com. No package returned without prior authorization will be accepted.

Step 2: Shipping the Package

Upon receipt of instructions, the customer is responsible for shipping the package by registered mail with insurance, at their own expense, to the address that will be provided. They must keep the proof of shipment.

Refunds and Credits

The financial processing of the return is subject to the following rules.

Refund Terms

Once the product is received and inspected, and if the conditions are met, the refund is issued within a maximum of 30 days. The refund is made via the same payment method used for the initial order, unless expressly agreed otherwise.

Deducted Fees

In the case of a standard withdrawal (excluding hidden defects or non-compliance), the return shipping costs remain the customer's responsibility. The refund will only cover the price of the product. The initial shipping costs are non-refundable.

Store Credit

At the customer's request, a voucher or a credit to the customer account, valid for 12 months, may be issued instead of a refund.

Products Excluded from the Right of Return

In accordance with current legislation, certain products cannot be returned.

  • Custom-configured or personalized products according to the customer's specifications.
  • Unsealed products whose packaging has been opened for hygiene or safety reasons (e.g., helmets, protective gear).
  • Downloaded or activated digital products.
  • Products damaged by misuse, incorrect installation, or assembly by the customer.

Disputes and Contact

In case of a dispute related to a return, the customer can contact our service.

Dedicated Customer Service

For any questions regarding this policy or a current return, please contact our customer service at support@surroneurope.com, specifying the order number.

Mediation

As a last resort, the consumer has the option to use a consumer mediator, in accordance with articles L. 611-1 and following of the Consumer Code.

This policy is published on the website www.surroneurope.com and may be modified at any time. The applicable version is the one in effect on the date of the order.