Refund policy

🚲 Refund & Return Policy (United Kingdom)

💬 If you have any issue with your order, please contact us at support@shengmilo.uk — we’ll assist you promptly to resolve the matter and avoid unnecessary disputes or chargebacks.

✅ Returns
We accept returns within 30 days of delivery, in accordance with UK Consumer Law. To qualify:
🔹 The e-bike must be unused, showing 0 miles on the display, and be in its original packaging.
🔹 It must be in a condition suitable for resale as new.
🔹 All original accessories (charger, keys, tools, manuals, gifts, etc.) must be included.
🔹 You must provide valid proof of purchase (order confirmation or invoice).

🔁 Change of Mind
You have the right to cancel your order within 30 days of receiving your item, provided the e-bike is unused and returned in its original packaging and condition.
After 30 days, we can no longer accept returns for change of mind or personal preference.

💸 Return Shipping
Customers are responsible for arranging and covering the cost of 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 e-bike arrives damaged, defective, or incorrect, contact us immediately at support@shengmilo.uk.
🔹 For minor cosmetic imperfections that do not affect performance, we may offer a partial refund or replacement parts instead of a full return.
🔹 If a reasonable repair or replacement resolves the issue, a full refund will not be offered.

❌ Returns Not Accepted
🔹 Returns requested after 30 days of delivery
🔹 Bikes that have been used, scratched, or modified
🔹 Improperly packaged returns that arrive damaged
🔹 Returns sent without prior authorisation from our team

🚫 Non-returnable Items
🔹 Accessories (racks, helmets, lights, fenders, etc.)
🔹 Items damaged through misuse or improper handling
🔹 Custom or special-order items
🔹 Free gifts or promotional items

❌ Cancellations
You may cancel your order before it has been dispatched 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 large size of e-bike boxes (approx. 45 kg / 100 lbs and 1.5 metres long).
🔹 Most couriers require pallet collection — please ensure proper packaging and insurance.
🔹 Refunds may be refused if items are returned damaged or missing components.

💰 Refunds
Once your return has been received and inspected, we’ll notify you via email.
🔹 Approved refunds will be processed within 5–7 working days to your original payment method.
🔹 If the returned bike or components are not in their original condition, we may deduct a reasonable amount to reflect any loss in value.

📩 Contact Us
For questions regarding returns, damages, or refunds, please email our UK support team at support@shengmilo.uk.