Refund ＆ Return Policy

Please read the following carefully to understand our return and refund policy for all electric bicycles sold on www.shengmilo-au.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:
E-bike orders: you may cancel your e-bike order before shipment.
If a cancellation request is made after shipment, we will deduct a fixed fee of AUD$300 from the order amount to cover part of the shipping costs. If a customer has ordered the wrong model and wishes to re-order, there will be no charge on receipt of the second order.

1.2 After shipment:
If you request to cancel an order after it has been shipped, you will be required to pay a return shipping fee of AUD$300. shengmilo will provide a return label for the designated carrier to collect the returned package. If the Customer decides to independently arrange for the return of the goods and has received confirmation from the shengmilo customer service team, it is the Customer's responsibility to ensure the safe transport of the goods and the successful return of the goods. The customer must choose a shipping service with signature confirmation and we strongly recommend adding additional shipping insurance to the return parcel. shengmilo is not responsible for any damage, loss or other incident related to the merchandise that the customer arranges.

NOTE: The customer is required to send an email to the shengmilo customer service team to cancel any order. Upon approval of the cancellation request, shengmilo will send a cancellation notification email to the Customer. The Customer should not send a return parcel to shengmilo without receiving this notification. shengmilo will reject all parcels that are not delivered on time and the Customer will be liable for any associated costs or losses.

2. Returns
For non-quality issues, customers can request an exchange or return within 14 days of receiving the product. You will be required to pay a return shipping fee of AUD$300. Once approved via email, shengmilo will provide a return label for the designated carrier to collect the return parcel. Please do not send your e-bike to a warehouse until you have received the correct delivery address from our customer service department. This is because the return address may be different from our delivery address or warehouse address. Please contact us at shengmiloau@hotmail.com for a return address.

Refund Time: Refunds are generally arranged within 7 days from receipt of the product return to the warehouse confirmation of receipt.

Return address:
No.1, Lane 2, Yongyi Road, Daliang Town, Shunde District, Foshan City, Guangdong Province, China

3. Transport damage and problems
The customer may refuse to take delivery of the product due to serious transport damage (affecting functional use, causing serious deformation of the main structure of the product or affecting its normal functioning in any way) and file a lawsuit against the transport company. shengmiloau@hotmail.comContact us with photographic or video evidence of missing and severely damaged parts or other quality related issues. For product defects, we at shengmilo will do our best 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 the damage.

Photographs and/or videos are required as evidence to better understand the problem and resolve it effectively.

NOTE: The following will be considered minor issues and do not apply to the free exchange or refund policy: minor damage to the outer packaging.
(1) Minor scratches or peeling paint on the product.
(2) Bendable parts bent due to shipping.
(3) Replaceable bike parts on the handlebars.
(4) Damage to parts or consumables after a certain period of use.

Non-refundable items:
(1) Replacement parts and all accessories.
(2) Damage caused by the human factor.
(3) Special orders.
(4) Used merchandise, unless damaged/faulty in extreme cases.
(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 shengmiloau@hotmail.com