Return & Refund Policy

Quick Policy Summary

1. Pre-Order & Order Cancellation

Payment Authorization

For all orders, including pre-orders of upcoming models, your credit card, debit card, or selected payment method will be charged immediately at checkout. This ensures your priority allocation in our production queue and reserves necessary logistics space.

Order Cancellation Before Shipment

You may request to cancel your order before it has been dispatched from our facility. Because payment processors and merchant gateways (including Stripe, PayPal, and credit card networks) charge immediate, non-refundable transaction fees upon checkout, canceled orders will be subject to a fixed 3.5% transaction processing fee to cover these unrecoverable transaction charges and administrative expenses already incurred by SLDBK BIKE.

Order Changes After Shipment

Once your order has been handed over to the carrier, shipping routes and manifests cannot be easily altered. Cancellation is no longer possible once dispatch occurs. If shipment interception, route correction, or customer refusal of delivery occurs, a carrier-imposed $20 service fee, along with any relevant intercept or return shipping fees, will be deducted from your final refund where permitted by applicable law.

How to Request a Cancellation

To request a cancellation, please email our Customer Support team at support@sldbike.com. Your cancellation is officially completed only after you receive a dedicated confirmation email from SLDBK BIKE.

Refused Deliveries

If you refuse delivery of your package without prior written approval from SLDBK, you will be held responsible for all original outbound shipping costs, returning freight charges, and any localized carrier warehousing fees incurred.

2. Returns (15-Day Window)

You may request a return within 15 calendar days after receiving your delivery. To initiate a return, you must first contact us at support@sldbike.com to receive an authorized Return Merchandise Authorization (RMA) number. Returns shipped without prior approval cannot be accepted or processed.

Return Eligibility & Requirements

To qualify for a standard refund, the vehicle must meet the following conditions:

• The bike must be completely unused and in like-new showroom condition.
• Factory quality inspection mileage may be present (from rigorous pre-shipment testing) and does not constitute product use.
• The unit must be entirely free from dirt, tire scuffs, scratches, outdoor wear, or unusual odors.
• The product must include all original parts, accessories, manuals, chargers, tools, and keys.
• The vehicle must be returned in its original, undamaged packaging to ensure safe transit.

SLDBK BIKE reserves the right to decline return requests that fail to meet any of the condition guidelines listed above.

Return Shipping & Packaging Fees

Unless the return is due to a verified manufacturing defect, shipping damage, or a packing error on our part:

• Customers are responsible for the return freight costs. If we provide a return shipping label, the cost will be deducted from your final refund.
• If your original heavy-duty shipping box was discarded or damaged, actual replacement packaging costs may be deducted from your refund when new protective shipping materials are required to safely transport the heavy vehicle.

Restocking Fees

Approved returns are subject to a restocking fee deducted from your final refund. To ensure fairness, all returned vehicles undergo a standardized technical inspection at our fulfillment facility. The exact restocking rate will be determined by the official inspection report:

3. Exchanges

If you wish to exchange your unused vehicle for another model, please email us at support@sldbike.com before returning any package.

• Customers are responsible for all outbound and return exchange shipping costs.
• Exchanged units must meet all unused/factory-mileage conditions to be eligible.

Once your returned model is inspected and approved, SLDBK BIKE will ship your newly selected model or apply your credit toward another eligible vehicle.

4. Refund Processing & Timelines

Once your returned product is received at our inspection facility, our technical team will inspect the unit within 3 business days to verify its condition.

• If Approved: Your refund (minus applicable shipping, restocking, or actual packaging costs) will be initiated within 3 business days back to your original payment method.
• If Declined: If the unit shows signs of road riding, damage, or excessive mileage, the return request will be declined, and the product will be shipped back to you at your expense.

Security & Anti-Fraud Protection:
For financial security purposes, refunds will always be issued exclusively to the original payment method used during checkout. We cannot issue refunds to alternative payment accounts, cards, or bank profiles under any circumstances.

Buy Now, Pay Later (Klarna, Affirm, etc.) Refunds

If you completed your purchase using a Buy Now, Pay Later payment method, your refund will be processed back to the respective platform. SLDBK BIKE will issue the credit to the BNPL provider within 3 business days of approval. Your installment plan, statement updates, and any applicable interest adjustments will be updated automatically by the payment provider in accordance with their terms of service.

*Note: To ensure efficient processing, please email us the return tracking number as soon as your package has been picked up by the carrier.

Late or Missing Refunds

If your refund has been approved but you have not seen the funds after 3 business days, please complete these steps:

• Check your bank account statement online.
• Contact your credit card issuer or payment gateway. Banks and card providers often require an additional 3 to 10 business days of internal processing time to post refunds.
• If you have completed these steps and still require assistance, please contact us at support@sldbike.com.

5. Shipping Damage Claims

While we use robust, heavy-duty crates to secure our shipments, transit damage can occasionally occur. Please inspect your package immediately after delivery. If your vehicle arrives with transit-related damage, please contact us at support@sldbike.com within 7 calendar days of delivery with the following documentation:

• Clear photos of the exterior shipping box and inner protective materials.
• Photos or video clips clearly showing the specific physical or functional damage on the bike.
• Your original order number.

Please keep all original transit packaging until your claim has been resolved. Claims submitted after this 7-day reporting window cannot be accepted due to carrier insurance and logistics partner limitations.

6. Non-Returnable Items & Warranty

Non-Returnable Categories

For safety, logistics limitations, and hazardous materials regulations, the following categories are strictly excluded from our standard return policy:

• Used electric bikes and off-road electric bikes showing signs of road riding, wear, or mileage beyond factory testing
• Modified, customized, or tuned vehicles
• Accident-damaged or water-damaged products
• Bespoke or custom orders (custom finishes, custom electronics)
• Individual accessories and spare parts (including replacement batteries, chargers, helmets, and tires)

Warranty Coverage

This Return & Refund Policy does not limit or replace our manufacturer warranty. Warranty claims are evaluated independently of return eligibility. If your electric bike experiences technical issues or component failures, please refer to our dedicated Warranty Policy page for coverage details and claims procedures.

Frequently Asked Questions

Contact Customer Support

If you have any questions regarding our policies, want to initiate a return, or require assistance with an ongoing claim, please reach out to us:

Brand Name: SLDBK BIKE

Operating Entity: Shenzhen ShengLilu E-Commerce Co., Ltd.

Unified Social Credit Code: 91440300MADK7J2G42

Support Email: support@sldbike.com

Registered Business Address: Unit 1111, Building 1, Hongfa Wanyueshan Mansion, No. 638 Guangming Avenue, Guangming Community, Guangming Subdistrict, Guangming District, Shenzhen, Guangdong 518107, China

Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Average Response Time: Within 1 Business Day