Please read the following carefully to understand our return and refund policy for all Shengmilo electric bicycles sold on www.e-motionmall.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:
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 $200  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 $200 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 $200. 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 our customer service team to cancel any orders. Once the cancellation request is approved, we 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. Returns

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@e-motionmall.com for the return address.

3. Shipping Damage and Issues

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@e-motionmall.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.

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

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. Fees and Non-Refundable Items

Fees:
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 $200. 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) Replacement parts and all accessories.
(2) Damage caused by human factors.
(3) Special orders.
(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@e-motionmall.com.

Two-Year Warranty

1. The two-year warranty applies to products purchased from Shengmilo channels to guard against all manufacturing defects. The warranty is non-transferable and applies only to the original owner and original product. (All complimentary accessories are not covered under the warranty service).

2. When the initial purchaser orders and receives the product from our online store, the warranty will automatically be registered, and it applies only to the original owner and original product.

3. The warranty starts from the date of purchase and does not include electric bicycles purchased from unauthorized sources. To avail the warranty, you must present the receipt as proof of purchase and verify the name and address along with any other information submitted for the purchase.

Note: Electric bicycles are not to be sold to persons under 18 years of age. Minor riders must be accompanied by parents or adults during riding.

Note: Stolen bicycles are not covered under the warranty. We advise you to purchase high-quality locks to protect your bicycle when not in use.

Covered Products

1. Original equipment and/or non-consumable parts deemed defective, at Shengmilo's discretion, will be repaired or replaced within two (2) years from the original purchase date.

1.1 Battery

Shengmilo batteries come with a 1-year warranty. Defective batteries will be repaired with spare parts free of charge within the first year of service. Battery repairs are warranted to the date of original purchase and batteries can only be evaluated directly by Shengmilo for defects.

This warranty does not cover:

(1) Wear and tear of consumable parts requiring regular maintenance (including but not limited to tires, inner tubes, brake pads, cables, housings, grips, chains, spokes, kickstand lights, LCD displays, pedals, cranks, motors, saddles, shifters), subject to expected wear associated with normal use, and is not covered under normal wear and tear warranties. Replacement parts can be purchased at shengmilo-bikes.com.

(2) Defects or damages caused by accidents, misuse, improper use (including but not limited to stunt riding, racing, or similar activities not intended for the product), improper storage, exposure to liquids, contact with chemicals, moisture, abrasives, sand, or dirt, negligence, or abnormal physical, electrical, or mechanical stress.

(3) Scratches, dents, and cosmetic damage unless caused by Shengmilo.

(4) Products with serial numbers or barcodes removed, defaced, damaged, altered, or difficult to identify;

(5) Product defects or damage caused by the use of accessories, products, or auxiliary/peripheral devices not provided or approved by Shengmilo with the product.

(6) Defects or damages caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner different from assembly instructions and user manuals.

(7) Defects or damages caused by external factors such as collisions, fires, floods, storms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper power use.

Additionally, for batteries, this limited warranty does not include defects or damages caused by:

(1) Charging with a charger unsuitable or not intended for the battery.

(2) Improper use of the battery charger.

(3) Any signs of tampering or damage to the battery.

(4) Using the battery in devices other than designated bicycles.

1.2 Frame

(1) Shengmilo electric bicycle frames enjoy a 2-year replacement warranty.

(2) This warranty covers only frame replacement. It does not include labor costs associated with transferring components to the replacement frame; authorized Shengmilo service representatives will determine if the frame meets replacement standards.

(3) The right to use frames with scratches and dents from stock is reserved during frame replacement. Shengmilo may choose to replace out-of-stock frame styles and/or colors with compatible frame styles and/or colors.

Frame issues excluded from this warranty include but are not limited to:

(1) Corrosion.
(2) Fading, scratches, impact marks on paint.
(3) Damages caused by impacts.
(4) Irreversible modifications (such as drilling or welding).

1.3 Components (Motor, Controller, Battery, Charger, Throttle, Pedal Assist Sensor, Display Panel)

Motors, controllers, batteries, chargers, throttles, pedal assist sensors, display panels, and flywheels are warranted for 1 year.

This warranty does not cover:

1. Defects or damages caused by accidents, misuse, abuse, abnormal use (including but not limited to stunt riding, racing, or other activities inconsistent with the intended use of the product), improper storage, exposure to liquids, chemicals, moisture, abrasives, sand, or dirt, negligence, or abnormal physical, electrical, or mechanical stress.
2. Scratches, dents, and cosmetic damage not caused by Shengmilo.
3. Products with removed, defaced, damaged, altered, or unidentifiable serial numbers or barcodes.
4. Product defects or damages caused by the use of accessories, products, or auxiliary/peripheral devices not provided or approved by Shengmilo.
5. Defects or damages caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment, contrary to assembly instructions and user manuals.
6. Defects or damages caused by external factors such as collisions, fires, floods, storms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper power use.
7. Normal wear and tear caused by non-manufacturing or material defects, such as tires, brakes, and other wear-prone parts. Shengmilo can evaluate the extent of wear.

Warranty Claims

All claims under this warranty must be submitted to Shengmilo at info@shengmilo-bikes.com. Proof of purchase and photos or videos of the damaged product must accompany any warranty request. Before submitting a warranty claim, we encourage you to contact Shengmilo customer service at info@shengmilo-bikes.com, as your issue may have a simple solution without needing to file a claim. Valid warranty claims made within 2 years of initial purchase will be handled by Shengmilo.

Defective displays, batteries, motors, and controllers are eligible for replacement within the warranty period. Customers are responsible for paying shipping fees.

Shengmilo will not replace any parts without first seeing photos or videos of the damaged product. Customers must provide this evidence via email to info@shengmilo-bikes.com.

Note: Shengmilo will provide free replacement components and parts within the scope of responsibility (excluding shipping costs). Any installation costs not authorized by the after-sales team will not be borne.

Shipping Damage

If all accessories are scratched or lost during transportation, no replacement or compensation will be provided. In very few cases, items received may be damaged during transportation. If there is shipping damage, please contact info@shengmilo-bikes.com and provide photos or videos as proof.

Note: The following conditions will be considered normal and not covered under the free replacement or refund policy:
(1) Slight damage to the outer packaging.
(2) Slight scratches or paint chipping on the product.
(3) Bendable parts bent due to transportation.
(4) Parts or wear-prone components damaged after a certain period or use.
We will not accept shipping damage claims submitted more than 7 days after receiving any product.

How to Get Service

If the product you purchased is not functioning properly under normal conditions during the warranty period, visit www.e-motionmall.com support for product maintenance and assistance. Warranty claims require proof of purchase and photos or videos of the damaged product so that our technical team can identify the issue and provide assistance. Alternatively, you can directly contact info@e-motionmall.com customer service. If replacement is needed, we will send the components to be replaced and provide you with the correct steps.