Return & Refund Policy

Please read carefully to understand the return/refund terms for all electric bicycles sold on www.shengmilo.store.

Important Note

Retain the original packaging (undamaged) – it is required for any future returns.

Product Defects

Shengmilo provides premium service and technical support for product defects. We offer free replacement parts and cover all related repair costs.

Return Eligibility

Items must meet these criteria for returns:

  1. Unused, unworn, with odometer reading ≤ 5km (3 miles)
  2. No odor, dirt, or dust
  3. All original packaging and accessories (charger, keys, tools, free pump, etc.) included
  4. Valid receipt or proof of purchase

1. Order Cancellation

1.1 Before Shipping

  • Free cancellation within 2 days of ordering (orders shipped within 1 day usually)
  • No fees for reordering due to wrong model
  • No cancellation allowed after shipping; EUR 300 shipping fee deducted for refused delivery

1.2 After Shipping

  • EUR 300 return shipping fee applies
  • Shengmilo provides return label for carrier pickup
  • Self-arranged returns (with customer service confirmation) require signature confirmation and shipping insurance; we are not liable for damage/loss
  • Cancellations must be requested via email; approval notification required before returning (unsolicited parcels will be rejected)

2. Returns/Exchanges (Non-Quality Issues)

  • Request within 15 days of receipt
  • EUR 300 return shipping fee applies
  • Contact support@shengmilo.com.au for the correct return address (may differ from shipping address)
  • Return label provided upon email approval

3. Shipping Damage & Issues

Severe Damage (Affects Functionality, e.g., main structure deformation)

  • Refuse delivery and file a claim with the carrier
  • Email supportinfo@shengmilo.store with photo/video evidence for lost/damaged parts or quality issues

Minor Damage (No Free Exchange/Refund)

  1. Minor outer packaging damage
  2. Minor scratches or paint peeling
  3. Bent flexible parts from shipping
  4. Damage to replaceable handlebar parts
  5. Wear of parts/consumables after use

In-Store Purchases

Bike shops have independent return policies. We do not accept returns for in-store purchases – contact the original store.

4. Fees & Non-Refundable Items

Fees

  • EUR 300 return shipping fee for shipped orders
  • Additional costs for non-compliant packaging borne by the customer

Non-Refundable Items

  • Replacement parts and accessories
  • Human-caused damage
  • Custom orders
  • Used items (except severe defects)
  • Gift cards and giveaways

Notes

  • Refund processing times may vary; contact supportinfo@shengmilo.store if not received
  • Learn more: Shipping Policy | Warranty Policy
  • Follow Shengmilo on YouTube, Facebook, and X (formerly Twitter) for Australian-market updates, products, and riding tips. Subscribe to our YouTube channel for demos and latest news!