Return and Refund Policy

Return and Refund Policy – SINOHON Store

Please read the following carefully to understand our return and refund policy for all e-bikes sold by SINOHON Store.

Important Note: Please keep the original packaging and avoid damaging it, as it is strictly required for any possible return in the future.

In Case of Product Defects SINOHON Store is committed to providing high-quality service and technical support to resolve any problems you may encounter. We will provide the necessary replacement parts and cover all repair costs associated with manufacturing defects.

Return Conditions Requirements To be eligible for a return, your item must meet the following conditions:

  • The e-bike must be in the same condition as when you received it: unused, free from wear, and with a recorded mileage of less than 5 kilometers.
  • It must be free from odors, dirt, or dust.
  • All items included in the original packaging, such as the charger, keys, tools, free air pump, etc., must be returned together with the e-bike.
  • Proof of purchase must be provided, such as a receipt or order number.

1. Order Cancellation

1.1 Before Shipping:

  • E-bike Orders: If you cancel your order before it has been shipped, you will receive a full refund without any charge.
  • After Handover to the Carrier: If the order has already been shipped, a fixed fee of €150 will be deducted from your refund to partially cover shipping costs. Orders can no longer be intercepted or cancelled once they are in transit. If you refuse the delivery, the package will be returned, and we will refund the purchase price minus the €150 fee.
  • Cancellation Period: Customers may cancel their order within 48 hours after placing it. Orders are usually processed and shipped within 24 hours. Cancellations within this period will not incur any fees.

1.2 After Shipping:

  • If you wish to cancel after the item has been shipped, a return fee of €150 will apply. SINOHON Store will provide a return label for collection.
  • If you arrange the return independently, you must ensure that the item is returned safely through a trackable and insured shipping service. SINOHON Store is not responsible for lost or damaged returns.
  • Customers must email the support team to request a cancellation. Once approved, we will send you a cancellation confirmation by email. Unauthorized returns will be rejected, and any costs incurred will be borne by the customer.

2. Returns

For reasons not related to quality, such as a change of mind, customers may return or exchange the product within 15 days after receiving it. A return fee of €200 will apply. After prior approval by email, SINOHON Store will provide a return label and collection instructions. The correct return address will be provided upon request; please do not send any item back before receiving confirmation.

  • Return Address: Please contact us at support@sinohon-bike.com to obtain the corresponding return address of our European warehouse.
  • Refund Processing Time: Refunds generally take up to 30 days from the start of the request until the credit is received. Processing times may vary depending on the financial institution and payment method. Once the returned item has been received and inspected, we will process the refund as soon as possible.

3. Shipping Damage and Issues

If your package arrives with serious shipping damage that affects functionality, such as a bent frame, you may refuse the delivery and file a claim with the carrier. Please contact us at support@sinohon-bike.com with photo or video evidence of the damaged parts or quality-related issues.

Minor issues that are NOT covered by free refunds or replacements:

  • Minor damage to the packaging.
  • Surface scratches or small paint chips.
  • Non-structural components bent due to shipping.
  • Replaceable handlebar accessories.
  • Normal wear and tear of consumable parts. normal de piezas consumibles.

Note: For items purchased from third parties, the return policies of the respective seller apply. SINOHON Store does not accept returns of e-bikes purchased from independent stores.

4. Costs and Non-Refundable Items

Costs Fixed Fees:

  • If the e-bike has already been shipped, a return fee of €200 applies.
  • If the packaging used for the return does not meet our specifications, for example if it is not the original packaging, and this results in additional shipping costs, the customer will be responsible for these charges.

Non-Refundable Items:

  • Spare parts and accessories.
  • Damage caused by improper use by the user.
  • Special or customized orders.
  • Used items with more than 5 km of mileage, unless they are proven to be defective under extreme circumstances.
  • Gift cards and free promotional items.

Please note: Some refunds may take longer to process. If you have not received your refund within the expected time frame, please contact us at support@sinohon-bike.com.

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