Refund policy

🚲 Refund & Return Policy

💬 If you have any issue with your order, please contact us at support@sheng-milo.com — we will help you quickly to avoid unnecessary chargebacks or disputes.

✅ Returns
We accept returns within 14 days of delivery. To qualify:
🔹 The e-bike must be unused, have 0 km on the display, and be in its original condition and packaging.
🔹 It must be in a condition that allows us to sell it as new.
🔹 All original accessories (charger, keys, tools, etc.) and gifts must be included.
🔹 You’ll need to provide proof of purchase.

🔁 Change of Mind
You have the right to cancel your order within 14 days of delivery if the bike is unused and in its original condition.
After 14 days, we do not accept returns due to change of mind or personal reasons.

💸 Return Shipping
You are responsible for arranging and paying for return shipping.
🔹 A flat shipping & handling deduction of €200 per e-bike will be applied to your refund.
🔹 (This covers outbound shipping, warehouse processing, and handling costs.)

🔧 Damages and Issues
Please inspect your order upon delivery. If your bike arrives defective, damaged, or if you receive the wrong item, contact us immediately at support@sheng-milo.com.
🔹 In cases of minor damages or small cosmetic issues that do not affect functionality, we may offer a partial refund or send free replacement parts with instructions instead of a full return or exchange.
🔹 If a repair or replacement part can resolve the issue, a full return or refund will not be offered.

❌ Returns Not Accepted
🔹 Returns requested after 14 days
🔹 Bikes that have been used, scratched, or modified
🔹 Improperly packed return shipments that arrive damaged
🔹 Returns without prior approval

🚫 Non-returnable Items
🔹 Accessories (racks, fenders, helmets, etc.)
🔹 Items damaged by misuse or improper handling
🔹 Special orders or customized items
🔹 Free gifts or promotional items

❌ Cancellations
You can cancel your order before it ships for a full refund.
🔹 If the order has already shipped, a €200 shipping & handling deduction will apply. 

🔒 Important Notes
🔹 Customers must arrange their own return shipping due to the oversized nature of e-bike packages (often 45kg+ and 1.5m long)
🔹 Most couriers do not accept pickups of this size, so returns must be handled by the customer through a suitable carrier
🔹 Refunds will be denied if the product is damaged during return or missing parts

💰 Refunds
Once we receive and inspect your return, we’ll notify you of the approval.
🔹 If approved, your refund will be processed within 5–7 business days to your original payment method.
🔹 If the returned item is not in original condition or missing parts, we may deduct a reasonable amount from your refund.

📩 Contact Us
For any questions about returns, damages, or refunds, please email us at support@sheng-milo.com.