Refund policy

  • Surly Bikes offers a 30-day return period on all items ordered directly from surlybikes.com.
  • Any returned items must be in new, resalable condition, meaning they are unused/uninstalled, undamaged, and in original packaging.
  • If items returned to Surly are not in new, resaleable condition, Surly reserves the right to apply a restock fee to your refund.
  • Items purchased from surlybikes.com are not eligible for any in-store returns. Please do not attempt to return items purchased from surlybikes.com to your local Surly retailer.
  • If you purchased your Surly product from another online seller or your local bike shop, please work with that business to process your return.
    • Product returned to Surly that was not purchased from surlybikes.com will result in no refund.
  • If you believe that your product is defective, or it arrived damaged, please do not immediately send it back as a return. Please contact Surly customer support, by phone at (877) 743-3191 or by email at derby@surlybikes.com, to file a defective product or warranty claim.
  • If you would like to return a product you purchased directly from Surly and it is in new, resaleable condition, please use this link to access your account or follow these steps to initiate your return:
    • Click the profile icon in the Surly store menu or go to the refund policy or a returns page, then request a return.
    • Log in to your account:
      • In the "Email" field, enter your email address, then click "Continue".
      • In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
      • Go back to the online store, then enter your six-digit verification code.
    • Click "Request return" for the order that you want to submit the return for.
    • If your order has more than one item, then select the items you want to return.
    • Select a return reason and add a note for the store.
    • Click "Request return".
  • Please box your items up, over boxing any original packaging, and write your original order number on the outside of the box followed by “-R”.
    • Proper formatting should look like “#1005-R"
    • Failure to write your order number on the return packaging as outlined may result in delayed processing of credit
  • Please send your return to Surly at:
    Surly
    Attn: RETURNS
    6400 W 105th Street
    Bloomington, MN 55438

Refunds

  • Upon receipt of the product, we will issue a refund in 7–10 business days to the credit/debit card used in the original transaction.
  • Remember, any original shipping fees will not be included in your refund.
  • Should you have questions, please contact Surly customer support at derby@surlybikes.com or by phone at (877) 743-3191. Our support team is available from 12 p.m. to 5 p.m. Central time.