Refund and Returns Policy

Please read the following carefully to understand our return and refund policy for all electric bikes sold on www.fubike.com.

(Note: Keep the original packaging intact; do not damage the packaging for future returns)
For Product Defects: Fubike will make every effort to serve you and provide technical support to resolve simple issues. Fubike will also provide necessary replacement parts and cover all repair costs associated with the damage.
To be eligible for a return, your item must be in the same condition as when you received it, unworn, unused, or with the mileage on the electric bike’s odometer less than five kilometers (3 miles), free of odors, dirt, dust, etc., and must include all items inside the packaging box (charger, keys, tools, pump gifts, etc.) as well as the original packaging. You will also need the receipt or proof of purchase.

1. Order Cancellation

1.1 Before Shipment:

Electric Bike Orders: If you cancel an electric bike order within 24 hours after placing the order and before we have shipped it, a 10% processing fee will be charged. If a cancellation request is made after shipment, a fixed fee of 180 euros will be retained from the order amount to partially cover the shipping costs. We are unable to intercept or cancel orders already shipped. If you refuse delivery, your order will be returned to us, and the purchase price will be refunded to your original payment method minus 180 euros.
If a customer orders the wrong model and wishes to place a new order, no processing fee will be charged for the original order upon receipt of the second order.
(2) Accessory Orders: No processing fee will be charged if an accessory order is canceled before shipment. If a cancellation request is made after shipment, a 10% processing fee will be deducted from the order amount.

1.2 After Shipment:

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 package.
If a customer decides to arrange the return independently and has received confirmation from the Shengmilo customer service team, the customer is responsible for ensuring the safe transport and successful return of the goods. Customers must choose a shipping service with signature confirmation, and we strongly recommend adding additional shipping insurance to return packages. Shengmilo is not responsible for any damage, loss, or other incidents related to goods arranged by the customer.
Please note: Customers need to email the Shengmilo customer service team to cancel any orders. Once a cancellation request is approved, Shengmilo will send a cancellation notification email to the customer. Customers should not send return packages to Shengmilo without receiving this notification. Shengmilo will reject all packages that arrive late, and the customer will be responsible for any associated fees or losses.

2. Returns

For issues unrelated to quality, customers can request an exchange or return of the product within 14 days of receiving it. You will need to pay a return shipping fee of 180 euros. Once approved via email, Fubike will provide a return label for the designated carrier to collect the return package. Please do not ship your electric bike to the warehouse until you receive the correct delivery address from our customer service. The return address may be different from our delivery or storage address. Contact our customer service at [email protected] for the return address.

3. Shipping Damage and Issues

Customers may refuse a package due to severe shipping damage (affecting the functionality of use, causing significant deformation of the product’s main structure, or affecting its normal function in any way) and file a lawsuit against the shipping company. Please contact us at [email protected] and provide photos or videos as evidence to address lost and severely damaged parts or other quality-related issues. For product defects, we at Shengmilo will make every effort to serve you, provide technical support to resolve simple issues, provide necessary replacement parts, and cover all repair costs associated with the damage.
Photos and/or videos are required as evidence for us to better understand and effectively address the problem.
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) Slight scratches or paint peeling on the product.
(2) Bendable parts bent due to transportation.
(3) Replaceable bike parts on the handlebar.
(4) Damage to parts or consumables after a certain period of use.
Note: We cooperate with each bike shop, each with its own return policy and procedure. 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 processing fee of 10% of the order amount for all order cancellations. If the bike has already been shipped from the warehouse, the customer will be responsible for paying the return shipping fee of 180 euros.
If the packaging of returned goods does not meet specifications and incurs additional shipping costs, the customer will be responsible for these charges.

Non-refundable Items:

(1) Replacement parts and all accessories.
(2) Damage caused by human factors.
(3) Special orders.
(4) Used items unless damaged/faulty under extreme circumstances.
(5) Gift cards and gifts.
Note: All shipping damage returns will be refused two days after the product is received, and all shipping damage claims will be rejected.

5. Refund Processing

Once the product is confirmed returned to our warehouse and passes inspection, refunds are typically processed within 3 business days. If you have not received the funds after 3 days, we encourage customers to verify with their bank. Processing times for some refunds may be longer than others. If you still have not received a refund, please contact us at [email protected].