Refund policy

Right of withdrawal — 14 days. You have the right to withdraw from the contract, without giving a reason, within 14 days of the day on which you or a third party indicated by you (other than the carrier) took possession of the goods.

How: notify us with an unambiguous statement at silenttrax.co@proton.me or through the form on our Contact page. You may also use the standard withdrawal form on our Terms page.

Refund: we refund all payments received, including standard delivery costs, no later than 14 days after being notified, using the same means of payment. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them.

Returning the goods: send them back without undue delay and no later than 14 days after notifying us. Return shipping costs are yours. Because a bike or a battery cannot by its nature be returned by ordinary post, the direct return cost depends on your country and the carrier — we will tell you the exact amount as soon as you withdraw, before you ship anything back. Please return the goods in their original packaging.

Batteries — required before shipping: before you send back a battery or a bike with a built-in battery, contact us so we can give you safe-transport instructions and arrange a suitable dangerous-goods carrier. Lithium-ion batteries are dangerous goods (UN3480/UN3481) and are not accepted as an ordinary parcel.

Diminished value: you are liable only for any diminished value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics and functioning.

Exception: the only exception is goods ordered to your own individual specification or design that we cannot sell to another customer. Series models from Sur-Ron and Talaria and standard kits and batteries are not such goods — the right of withdrawal applies to them in full.

Cancelling before dispatch: while the order has not shipped you can cancel it immediately for a full refund.

Defects and warranty: manufacturing defects or transit damage are covered by the warranty — we repair or replace. To speed up handling, send us photos or video of the defect. The legal guarantee of conformity runs for 2 years, and during the first year the burden of proof is on us, not on you.

Disputes: in case of a dispute you may turn to the Bulgarian Commission for Consumer Protection (kzp.bg) or a conciliation commission attached to it.

Contact: silenttrax.co@proton.me