Refund ＆ Return Policy
Please read the following carefully to understand our return and refund policy for all electric bicycles sold on www.shengmilo-bikes.com.
(Note: Retain the original packaging box; do not damage the packaging box for future returns)
For Product Defects: Shengmilo will make every effort to serve you and provide technical support to resolve simple issues. Shengmilo will also provide necessary replacement parts and cover all repair costs associated with damage.
To be eligible for a return, your item must be in the same condition as when you received it, unworn, unused, or with mileage on the electric bike odometer less than five kilometers (3 miles), showing no signs of odor, dirt, dust, etc., and must include all items inside the packaging box (charger, keys, tools, pump gift, etc.) and the original packaging. You will also need the receipt or proof of purchase.
1. Order Cancellation
1.1 Before Shipping:
Electric Bicycle Orders:
If you cancel your electric bike order after placing it but before shipment, within our processing period, we will charge a fixed processing fee of €200 per bike.
If a cancellation request is made after the order has already been shipped, we will also deduct a fixed fee of €200 per bike from the order amount, to partially cover transportation and handling costs.
Due to logistics limitations, we are unable to intercept or cancel orders once they have been dispatched.
If you choose to refuse delivery, the package will be automatically returned to our warehouse. A refund will be issued to your original payment method after deducting a €200 fee per bike.
If a customer orders the wrong model and wishes to reorder, once the new order has been successfully confirmed and paid, the original order will be processed according to the policy, and additional handling fees may be waived (subject to case-by-case review).
Days Supported for Order Cancellation: Consumers can request to cancel their order within 2 days after placing it through our website.
We typically process and ship orders within 1 day after the order is placed. If a consumer initiates a cancellation request before the order is shipped and within the specified cancellation period, the order will be canceled without incurring any charges.
Please note that once the order has been shipped, cancellation requests cannot be accepted, and consumers will need to follow our return policy for any returns.
(2) Accessory Orders: If the consumer initiates an application before shipment and within 1 day of the cancellation period specified on the website, we will allow the order to be cancelled.
1.2 After Shipping:
If you request order cancellation after the order has been shipped, you will be required to pay a €200 return shipping fee per bike.
Shengmilo will provide a return label so that a designated carrier can arrange pickup from your address.
If you choose to arrange the return shipment yourself, and it has been confirmed by the Shengmilo customer service team, you will be fully responsible for ensuring the safe transportation and successful return of the goods. You must use a shipping service that provides proof of delivery (signature confirmation).
We strongly recommend that you purchase additional shipping insurance for the return package.
Shengmilo shall not be held responsible for any damage, loss, or other issues occurring during the self-arranged return process.
Note: Customers need to email Shengmilo's customer service team to cancel any orders. Once the cancellation request is approved, Shengmilo will send a cancellation notification email to the customer. Customers should not send return parcels to Shengmilo without receiving this notification. Shengmilo will reject all parcels that do not arrive on time, and the customer will be responsible for any related costs or losses.
2. Returns
In the event of a quality issue, customers may request an exchange or return within 14 days of receiving the product. A return shipping fee of €200 per bike will apply.
After approval via email review, Shengmilo will provide a return label so that a designated carrier can arrange pickup from your address.
Please do not send the electric bike to the warehouse before receiving the correct return address from our customer service team, as the return address may differ from our shipping or storage location.
For the correct return instructions, please contact us at info@shengmilo-bikes.com.
Return Address:
No. 10, Hetian Road, Gujian Village, Daliang Subdistrict, Shunde District, Foshan, Guangdong Province
Building 5, 9th Floor, CIMC Digital Technology Park
3. Shipping Damage and Issues
Customers may refuse the parcel due to severe shipping damage (affecting the functional use, causing severe deformation of the main structure of the product, or affecting its normal functions in any way) and file a lawsuit against the shipping company. Please contact us at info@shengmilo-bikes.com and provide photo or video evidence to resolve lost and severely damaged parts or other quality-related issues. For product defects, we Shengmilo will make every effort to serve you and provide technical support to resolve simple issues. Shengmilo will also provide necessary replacement parts and cover all repair costs associated with damage.
Photos and/or videos are required as evidence to better understand the problem and effectively resolve the issue.
Note: The following situations will be considered minor and not applicable to the free exchange or refund policy: minor damage to the outer packaging.
(1) Minor scratches or paint peeling on the product.
(2) Bendable parts bent due to transportation.
(3) Replaceable bike parts on the handlebars.
(4) Damage to parts or consumables after a certain period of use.
Note: We work with each bike shop to have their own return policy and procedures. We do not accept returns for items purchased from bike shops. Please contact the purchase location to discuss their return policy.
4. Fees and Non-Refundable Items
Fees:
If the bicycle has already been shipped from the warehouse, the customer will be responsible for paying a return shipping fee of 200 euros. If the returned goods' packaging does not meet specifications and incur additional shipping costs, the customer will be responsible for these expenses.
Non-refundable items:
(1) Replacement parts and all accessories.
(2) Damage caused by human factors.
(3) Special orders.
(4) Used items unless damaged/faulty in extreme circumstances
(5) Gift cards and giveaways.
Note: Some refunds may take longer to process than others. If you have not received your refund, please contact us at info@shengmilo-bikes.com.