Refund policy

At TrailSurge, we take pride in delivering quality products and a transparent service. We understand that occasionally you may need to return an item, and we aim to make the process fair and straightforward. Please review the terms below carefully before initiating a return. Contact help@trailsurge.co.uk to start a return.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unopened, and in original condition.

  • The item must be returned in its original packaging, including all accessories, manuals, and labels.

  • The return must be requested within 30 days of delivery.

  • Proof of purchase (such as an order confirmation or invoice) must be provided.

Items that have been used, ridden, assembled, altered, or damaged after delivery are not eligible for return, unless found to be defective under warranty.

Fully Built / Assembled Items

Items that have been fully built bt our team, assembled, ridden, tested, modified, or removed from their original packaging are not eligible for return for change of mind, mistaken order, or unwanted purchase.

This includes bikes, scooters, dirt bikes, or any other products that have been assembled by the customer or supplied fully built/assembled by TrailSurge or a third-party delivery/assembly service.

Once an item has been assembled or fully built, it can no longer be returned as “unused” or “unopened”, as it is no longer in its original resale condition.

However, fully built or assembled items are still covered under the applicable manufacturer warranty. If a fault develops or the item is believed to be defective, the customer should contact us with photos/videos so the issue can be assessed and resolved under warranty where applicable. This may include troubleshooting support, replacement parts, repair, or another suitable remedy depending on the issue.


2. Return Costs

Returns are not free unless the item is confirmed to be faulty or defective.

If returning for any other reason (such as unwanted, mistaken order, or change of mind), the customer is responsible for the return shipping cost. Return postage costs depend on the size, weight, and type of product and will be deducted from the total refund amount once the return has been processed.

Customers are advised to use a tracked and insured courier service when sending returns. TrailSurge is not responsible for lost or damaged parcels during return transit.

3. Condition of Returned Goods

All returned items will be inspected upon arrival.

  • If the item arrives used, damaged, incomplete, or not as originally described, TrailSurge reserves the right to:

    • Refuse the return and send the item back to the customer, or

    • Deduct an appropriate fee from the refund to cover any loss in value, missing parts, or repackaging costs.

If a customer provides false or misleading information about the reason for return (for example, claiming a defect that does not exist), TrailSurge reserves the right to refuse the return, deduct additional costs, or return the product to the customer at their own expense.

4. Faulty or Defective Items

If your item appears to be faulty, please email help@trailsurge.co.uk within 7 days of delivery with the following information:

  • Order number

  • Description of the fault

  • Clear photos or video evidence

Once the issue is assessed, we will confirm the next steps. If the item is confirmed to have a manufacturing defect, TrailSurge will cover the cost of return shipping and offer one of the following based on the situation:

  • A repair

  • A replacement item

  • A full refund

If the item is found to be not faulty after inspection, the customer will be responsible for all related postage costs, and any refund will be adjusted accordingly. 

5. Refund Process

Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method within 5–10 working days, minus any applicable deductions (such as return shipping or damages).

TrailSurge reserves the right to apply reasonable handling or restocking fees for returned goods that require repackaging or refurbishment.

6. Packaging and Shipping Returns

All returns must be securely packaged to prevent damage in transit.
Where possible, please use the original shipping box and materials. If original packaging is unavailable, please use equivalent protective packaging.

TrailSurge cannot accept liability for returns damaged in transit due to poor packaging.

7. Contact & Return Instructions

To initiate a return, please contact our support team at:
📧 help@trailsurge.co.uk

Please include:

  • Your full name and order number

  • The item you wish to return

  • The reason for return

  • Photos or videos of the product and packaging

Our support team will guide you through the return process and provide the correct return address and shipping instructions.

9. Statutory Rights

This policy does not affect your statutory rights under UK consumer law.
If an item is defective, misdescribed, or not fit for purpose, you are entitled to remedies as set out by the Consumer Rights Act 2015.