Please read the following carefully to understand our return and refund policy for all electric bicycles sold on www.shengmilo.com.au.
Important Note: Please retain the original packaging and avoid damaging it, as it is necessary for any future returns.
For Product Defects
Shengmilo is dedicated to providing excellent service and technical support to help 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 be eligible for a return, your item must meet the following criteria:
- The bicycle must be in the same condition 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 odour, dirt, or dust.
- All items included in the original packaging (charger, keys, tools, pump gift, etc.) must be returned along with the bicycle.
- You will also need to provide the receipt or proof of purchase.
1. Order Cancellation
1.1 Before Shipping:
Electric Bicycle Orders: If you cancel your electric bicycle order within our shipping period but before we ship it, there will be no charge. However, if you request a cancellation after it has shipped, a fixed fee of AUD 300 will be deducted from your refund to partially cover shipping costs. We cannot intercept or cancel orders once they are shipped. If you refuse delivery, we will return the order to us and refund the purchase price minus AUD 300 to your original payment method. If you order the wrong model and wish to place a new order, there will be no fees associated with the new order.
Cancellation Period: Consumers can request to cancel their order within 2 days of placing it through our website. We typically process and ship orders within 1 day after they are placed. If a consumer initiates a cancellation request before shipping and within the specified period, the order will be cancelled without any charges.
Please note that once the order has been shipped, cancellation requests cannot be accepted, and you will 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 will be responsible for a return shipping fee of AUD 300. Shengmilo will provide a return label for the designated carrier to collect the parcel. If you choose to arrange the return independently and have received confirmation from Shengmilo’s customer service team, you are responsible for ensuring the safe transportation and successful return of the goods. We recommend using a shipping service with signature confirmation and adding additional shipping insurance for your return parcel. Shengmilo is not responsible for any damage, loss, or other issues related to goods returned by the customer.
Important Note: 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. Please do not send return parcels to Shengmilo without receiving this notification, as we will reject all parcels that do not arrive on time, and you will 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 AUD 300 will apply. Once your request is approved via email, Shengmilo will provide a return label for the designated carrier to collect the return parcel. Please do not ship your electric bicycle to our warehouse until you receive 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: Please reach out to us, and we will provide you with a return label.
Refund Processing Time
The refund processing time refers to the duration from when a customer initiates a return request until they actually receive the refund. Generally, it takes a maximum of 30 days. Once we receive the returned item and confirm that it is in order, we will initiate the refund process immediately to ensure that you receive your refund as soon as possible. Please note that factors such as the processing speed of your financial institution and the type of payment method used may slightly affect the exact time of refund receipt. We appreciate your patience during this process.
3. Shipping Damage and Issues
If you receive a parcel with severe shipping damage that affects its functionality (such as significant deformation of the main structure), you may refuse delivery and file a claim with the shipping company. Please contact us at support@shengmilo.com.au 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 make every effort to assist you and provide technical support. We will also supply necessary replacement parts and cover all repair costs associated with the damage.
Photos and/or videos are required to help us understand the problem and effectively resolve the issue.
Note: The following situations will be considered minor and are not eligible for our free exchange or refund policy:
- Minor damage to the outer packaging.
- Minor scratches or paint peeling on the product.
- Bendable parts that have been bent due to transportation.
- Damage to replaceable bike parts on the handlebars.
- 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 do not 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 AUD 300. If the returned item’s packaging does not meet our specifications and incurs additional shipping costs, the customer will be responsible for these expenses.
Non-Refundable Items:
- Replacement parts and all accessories.
- Damage caused by human factors.
- Special orders.
- Used items, unless they are damaged or faulty under extreme circumstances.
- 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 support@shengmilo.com.au.
- Learn more about Shipping Policy.
- Learn more about Warranty Policy.
- To learn 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!
