Return&Refund

Please read the following carefully to understand our return and refund policy for all electric bicycles sold on www.shengmilo.store

Important Note: Please retain the original packaging and avoid damaging it, as it is necessary for any future returns.

For Product Defects
Shengmilo is committed to offering outstanding service and technical assistance to address any problems you might face. We'll provide necessary replacement parts and bear all repair costs related to any damage.

Return Eligibility
For an item to be eligible for return, it must meet these criteria:

The bicycle should be in the same state as when you received it - unworn, unused, and with an odometer reading of less than five kilometres (3 miles).
It should show no signs of smell, dirt, or dust.
All items included in the original packaging (charger, keys, tools, pump gift, etc.) must be returned along with the bicycle.
You also need to present the receipt or proof of purchase.
1. Order Cancellation
1.1 Before Shipping:

For Electric Bicycle Orders: If you cancel your electric bicycle order within the shipping period but before it is dispatched, there will be no charge. However, if you request cancellation after it has been shipped, a fixed amount of EUR 300 will be deducted from your refund to partially cover the shipping costs. Once an order is shipped, we can't intercept or cancel it. If you refuse delivery, we'll return the order and refund the purchase price minus EUR 300 to your original payment method. If you ordered the wrong model and want to place a new order, there will be no fees for the new order.

Cancellation Period: Consumers can request to cancel their order within 2 days of placing it on our website. Usually, we process and ship orders within 1 day after they are placed. If a consumer initiates a cancellation request before shipping and within the specified time frame, the order will be cancelled free of charge.
Please note that once the order has been shipped, cancellation requests won't be accepted, and you'll need to follow our return policy for any returns.
1.2 After Shipping:
If you request to cancel an order after it has been shipped, you'll be responsible for a return shipping fee of EUR 300. Shengmilo will provide a return label for the designated carrier to pick up the parcel. If you choose to arrange the return independently and have received confirmation from Shengmilo’s customer service team, you're responsible for ensuring the safe transportation and successful return of the goods. We suggest using a shipping service with signature confirmation and adding extra shipping insurance for your return parcel. Shengmilo isn't liable for any damage, loss, or other issues related to goods returned by the customer.
Important Notice: Customers must email Shengmilo’s customer service team to cancel any orders. Once your cancellation request is approved, Shengmilo will send you a cancellation notification email. Don't send return parcels to Shengmilo without receiving this notification, as we'll reject all parcels that don't arrive on time, and you'll be responsible for any related costs or losses.
2. Returns
For non - quality - related issues, customers can request a product exchange or return within 15 days of receiving the item. A return shipping fee of EUR 300 will be charged. Once your request is approved via email, Shengmilo will provide a return label for the designated carrier to collect the return parcel. Don't ship your electric bicycle to our warehouse until you get the correct delivery address from our customer service, as the return address may differ from our delivery or storage address. Contact us at support@shengmilo.com.au for the return address.
Return Address: Contact us, and we'll provide you with a return label.
3. Shipping Damage and Issues
If you receive a parcel with severe shipping damage that affects its functionality (like significant deformation of the main structure), you can refuse delivery and file a claim with the shipping company. Please contact us at support info@shengmilo.store and provide photo or video evidence to resolve any lost or severely damaged parts, as well as other quality - related issues. For product defects, Shengmilo will do our best to assist you and offer technical support. We'll also supply necessary replacement parts and cover all repair costs related to the damage.
Photos and/or videos are necessary to help us understand the problem and resolve the issue effectively.
Note: The following situations will be regarded as minor and are not eligible for our free exchange or refund policy:
1.Minor damage to the outer packaging.
2.Minor scratches or paint peeling on the product.
3.Bendable parts that have been bent during transportation.
4.Damage to replaceable bike parts on the handlebars.
5.Damage to parts or consumables after a certain period of use.
Please note that we collaborate with each bike shop to establish their own return policies and procedures. We don't accept returns for items purchased from bike shops; please contact the store where you made your purchase to discuss their return policy.
4. Fees and Non - Refundable Items
Fees: If the bicycle has already been shipped from our warehouse, the customer will be responsible for the return shipping fee of EUR 300. If the packaging of the returned item doesn't meet our specifications and incurs additional shipping costs, the customer will be liable for these expenses.
Non - Refundable Items:
Replacement parts and all accessories.
Damage caused by human factors.
Special orders.
Used items, except in cases of extreme damage or fault.
Gift cards and giveaways.
Note:
•Some refunds may take longer to process than others. If you haven't received your refund, please contact us at support  info@shengmilo.store
•Learn more about the Shipping Policy.
•Learn more about the Warranty Policy.
•To know more about us and stay updated on our latest products, news, and riding tips tailored for the Australian market, follow Shengmilo on YouTube, Facebook, and X (formerly Twitter). You can also subscribe to our YouTube channel to get the latest updates, product demos, and more directly from us!