Rückerstattung & Rückgaberecht

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. Stornierung der Bestellung

1.1 Before Shipping:
Electric Bicycle Orders: If you cancel an electric bicycle order within our shipping period after placing the order but before we ship it, a 10% processing fee will be charged. If a cancellation request is made after shipping, a fixed fee of 180 euros will be retained from the order amount to partially cover shipping costs. We cannot intercept or cancel shipped orders. If you refuse delivery, we will return your order to us and refund the purchase price minus 180 euros to your original payment method. If a customer orders the wrong model and wishes to place a new order, no fees will be charged after receiving the second order.
(2) Accessory Orders: No fees will be charged if an accessory order is canceled before shipping. If a cancellation request is made after shipping, a 10% processing fee will be deducted from the order amount.

1.2 After Shipping:
If you request to cancel an order after it has been shipped, you will need to pay a return shipping fee of 180 euros. Shengmilo will provide a return label for the designated carrier to collect the return parcel. If a customer decides to arrange a return independently and has received confirmation from Shengmilo's customer service team, the customer is responsible for ensuring the safe transportation and successful return of the goods. The customer must choose a shipping service with signature confirmation, and we strongly recommend adding additional shipping insurance to return parcels. Shengmilo is not responsible for any damage, loss, or other events related to goods arranged by the customer.

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. Rückgabe

For non-quality-related issues, customers can request a product exchange or return within 14 days of receiving the product. You will need to pay a return shipping fee of 180 euros. Once approved via email, Shengmilo will provide a return label for the designated carrier to collect the return parcel. Do not ship your electric bicycle to the warehouse until you receive the correct delivery address from our customer service. Since the return address may be different from our delivery or storage address. Contact us at info@shengmilo-bikes.com for the return address.


3. Transportschäden und Probleme

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.

Hinweis: Die folgenden Situationen gelten als geringfügig und gelten nicht für die kostenlose Umtausch- oder Rückerstattungsrichtlinie: geringfügige Beschädigung der Außenverpackung.
(1) Minor scratches or paint peeling on the product.
(2) Biegsame Teile sind durch den Transport verbogen.
(3) Replaceable bike parts on the handlebars.
(4) Schäden an Teilen oder Verbrauchsmaterialien nach einer bestimmten Nutzungsdauer.

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. Gebühren und nicht erstattungsfähige Artikel

Gebühren:
Customers must pay a 10% processing fee for all order cancellations. If the bicycle has already been shipped from the warehouse, the customer will be responsible for paying a return shipping fee of 180 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) Ersatzteile und sämtliches Zubehör.
(2) Schäden, die durch menschliche Faktoren verursacht werden.
(3) Sonderbestellungen.
(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.