Please read the following carefully to understand our return and refund policy for all electric bicycles sold on www.shengmilo-uk.com.
Important Note: Please retain the original packaging and avoid damaging it, as it is necessary for any future returns.
For Product Defects
Shengmilo UK Online Store is committed to providing top-quality service and technical support to resolve any issues you may encounter. We will supply necessary replacement parts and cover all repair costs associated with any damage.
Eligibility for Return
To qualify for a return, your item must meet the following conditions:
The bicycle must be in the same condition as when received—unused, unworn, and with an odometer reading of fewer than five kilometres (3 miles).
It should be free from odours, dirt, or dust.
All items included in the original packaging (charger, keys, tools, pump gift, etc.) must be returned with the bicycle.
Proof of purchase, such as a receipt, must be provided.
1. Order Cancellation
1.1 Before Shipping:
Electric Bicycle Orders: If you cancel your order before it has been shipped, you will receive a full refund with no charges.
After Dispatch: If the order has already shipped, a fixed fee of £150 will be deducted from your refund to partially cover shipping costs. Orders cannot be intercepted or cancelled once dispatched. If you refuse delivery, the package will be returned, and we will refund your purchase price minus £150.
Cancellation Period: Customers can cancel their order within 48 hours of placing it. Orders are typically processed and shipped within 24 hours. If cancelled within this timeframe, no fees will be applied.
1.2 After Shipping:
If you wish to cancel after the item has been shipped, a return shipping fee of £150 will be applied. Shengmilo UK will provide a return label for collection.
If you arrange the return independently, you must ensure the item is safely returned using a trackable service with insurance. Shengmilo UK is not responsible for lost or damaged returns.
Customers must email Shengmilo UK’s support team to request a cancellation. Once approved, we will send you a cancellation confirmation email. Unauthorised return parcels will be rejected, and any costs incurred will be the customer’s responsibility.
2. Returns
For non-quality-related reasons, customers may return or exchange their product within 15 days of receipt. A return shipping fee of £150 applies. Upon approval via email, Shengmilo UK will provide a return label and collection instructions. The correct return address will be provided upon request; please do not ship items before confirmation.
Return Address: Contact us at support@shengmilo-uk.com to receive the appropriate return address.
Refund Processing Time
Refunds typically take up to 30 days from the request initiation to receipt. Processing times may vary depending on your financial institution and payment method. Once the return is received and inspected, we will initiate the refund as quickly as possible.
3. Shipping Damage and Issues
If your package arrives with severe shipping damage affecting functionality (such as a bent frame), you may refuse delivery and file a claim with the courier. Contact us at support@shengmilo-uk.com with photo or video evidence for damaged parts or quality-related issues.
For product defects, Shengmilo UK will provide technical support and necessary replacement parts, covering all associated repair costs.
Minor Issues Not Covered for Free Refunds or Exchanges:
Minor packaging damage.
Superficial scratches or paint chips.
Bent, non-structural components due to shipping.
Replaceable handlebar accessories.
Normal wear-and-tear on consumable parts.
Note: Items purchased from third-party retailers must follow the retailer’s return policy. Shengmilo UK does not accept returns for bikes bought from independent stores.
4. Fees and Non-Refundable Items
Fees:
If the bicycle has already been shipped, a return shipping fee of £150 applies.
If the packaging does not meet our specifications and incurs additional shipping costs, the customer will be responsible for these charges.
Non-Refundable Items:
Replacement parts and accessories.
Damage caused by user mishandling.
Special orders.
Used items, unless proven defective under extreme circumstances.
Gift cards and promotional giveaways.
Note:
Some refunds may take longer to process. If you have not received your refund, please contact us at support@shengmilo-uk.com.
Learn more about our Shipping Policy.
Learn more about our Warranty Policy.
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