Refund policy
CUSTOMER PROTECTION & SATISFACTION
Last updated: August 31, 2026
SLDBK sells high-power electric bikes and related equipment that require specialized freight, protective packaging, and regulated lithium-battery handling. This policy explains exactly how cancellations, returns, exchanges, damage claims, inspections, and refunds work for eligible purchases made directly through sldbkbike.com.
- 15-day return request window
- Secure refund processing
- Separate warranty protection for eligible defects
Quick Policy Summary
| Situation | Policy |
|---|---|
| Cancellation before shipment | A 3.5% transaction processing fee applies. |
| Return window | Request within 15 calendar days after delivery; standard returns must be unused. |
| Used bikes | Not eligible for a standard return unless covered by warranty or a verified defect. |
| Return shipping | Paid by the customer unless the return results from our verified defect, shipping damage, or fulfillment error. |
| Shipping damage | Report with photos or video within 7 calendar days after delivery. |
| Refund processing | Approved refunds are initiated within 3 business days after inspection. |
How to Start a Return
- Contact SLDBK: Email support@sldbkbike.com within the applicable reporting window.
- Send evidence: Provide the order number, reason, photographs, video if needed, and current odometer reading.
- Receive approval: Wait for written approval, an RMA number, and lithium-battery shipping instructions.
- Pack and return: Use the approved label and original protective packaging. Send us the tracking number.
Important: The return address is assigned according to the product, inventory location, and battery-shipping route. Do not send a return to the address printed on the original parcel or to any SLDBK warehouse without written authorization.
1. Order Cancellation
Payment authorization
Your selected payment method is charged at checkout, including for pre-orders. This reserves inventory or production allocation and logistics capacity.
Before shipment
You may request cancellation before dispatch. Because payment processors charge transaction fees that may not be recoverable, an approved cancellation is subject to a 3.5% transaction processing fee, except where prohibited by applicable law.
After shipment
Once an order has been handed to the carrier, it can no longer be canceled normally. If interception, rerouting, address correction, or return-to-sender service is available, a US$20 service fee plus the carrier’s actual charges may be deducted from the refund, where permitted by law.
Requesting cancellation
Email support@sldbkbike.com as soon as possible and include your order number. A cancellation is complete only after you receive written confirmation from SLDBK.
Refused delivery
Do not refuse delivery without our prior written approval. Unauthorized refusal may make you responsible for outbound freight, return freight, storage, interception, and related carrier charges.
2. Returns Within 15 Days
You may request an eligible return within 15 calendar days after delivery. Before shipping anything, contact support@sldbkbike.com and obtain written authorization and an RMA number. Unauthorized returns may be refused.
LITHIUM BATTERY SHIPPING WARNING
Electric vehicles contain high-capacity lithium-ion batteries regulated as dangerous goods. Never return a bike or battery using an unauthorized carrier or label. We will provide or approve the required carrier, label, packaging, and documentation. The battery must not be shipped if damaged, swollen, leaking, overheating, or otherwise unsafe; contact us immediately for instructions.
Return eligibility
- The product must be unused and in like-new condition.
- Factory inspection mileage may be present and does not constitute customer use.
- There must be no dirt, tire wear, scratches, outdoor wear, damage, modification, or unusual odor.
- All original parts, accessories, manuals, chargers, tools, and keys must be included.
- The original protective packaging must be retained and used for return transit.
Return freight and packaging
For a change-of-mind return, the customer pays the return freight. If we issue a return label, its actual cost may be deducted from the refund. Actual replacement packaging costs may also be deducted if the original protective packaging is missing or damaged.
Restocking fees
Returned vehicles are inspected at our designated facility. The following restocking deductions may apply based on the documented condition:
| Verified return condition | Restocking fee |
|---|---|
| Unopened, original sealed box | Up to 10% of the order value |
| Opened but completely unused | Up to 15% of the order value |
| Missing original packaging or accessories | Up to 25% of the order value, plus actual missing-item or packaging costs where applicable |
3. Exchanges
To request an exchange of an unused product, email support@sldbkbike.com before returning it. The product must satisfy the return conditions above. Unless the exchange is caused by our verified defect or fulfillment error, the customer is responsible for return and replacement shipping costs. Any price difference must be paid before the replacement ships.
4. Inspection & Refunds
After the returned product reaches our designated facility, we generally complete inspection within 3 business days.
- Approved: We initiate the refund to the original payment method within 3 business days, less applicable freight, restocking, packaging, missing-item, or carrier charges.
- Not approved: If the product shows use, modification, damage, excessive mileage, missing components, or another condition outside this policy, we may decline the return and arrange shipment back to you at your expense.
For security and fraud prevention, refunds can only be sent to the original payment method. Your bank or payment provider may require an additional 3–10 business days to post the funds.
Buy Now, Pay Later
If you paid through Shop Pay Installments, Klarna, Affirm, PayPal Pay Later, or another installment provider, the approved refund will be returned through that provider. The provider controls installment adjustments, posting times, and any financing charges under its own terms.
5. Shipping Damage & Incorrect Items
Inspect the carton and product immediately after delivery. Report visible or functional shipping damage, missing contents, or an incorrect item to support@sldbkbike.com within 7 calendar days. Include:
- Your order number and a description of the issue;
- Clear photographs of every side of the outer carton and shipping label;
- Photographs of the internal packaging and affected components;
- A clear video when needed to demonstrate a functional fault.
Keep all packaging until the claim is resolved. Do not assemble, ride, modify, repair, or discard the product or packaging before receiving instructions. Claims filed after the reporting window may be limited by carrier requirements, without affecting rights that cannot legally be excluded.
6. Non-Returnable Products
Unless required by applicable law or covered by an approved warranty claim, standard returns are not available for:
- Used bikes or vehicles showing customer mileage, road use, dirt, tire wear, or other wear;
- Modified, tuned, customized, disassembled, or improperly repaired products;
- Accident-damaged, misused, neglected, or water-damaged products;
- Made-to-order or personalized products;
- Installed, used, opened, or safety-sensitive accessories and replacement parts where resale would be unsafe;
- Gift cards, downloadable products, and items marked final sale, where permitted by law.
Warranty claims
This policy does not replace the manufacturer warranty. Technical defects and component failures are handled separately under our Warranty Policy.
Frequently Asked Questions
Do I need approval before returning a bike?
Yes. Contact us first and obtain written authorization and an RMA number. Lithium-battery products must use an approved return method.
Can I return a bike after riding it?
No. A ridden bike is not eligible for a standard change-of-mind return. A verified technical defect may still qualify for warranty service.
Should I keep the original shipping box?
Yes. Keep all original packaging for at least the full 15-day return period. Replacement packaging and related costs may otherwise be deducted.
Who pays return shipping?
The customer pays for a change-of-mind return. SLDBK pays or reimburses approved reasonable costs when the return is caused by our verified defect, shipping damage, or fulfillment error.
When will my refund arrive?
Approved refunds are initiated within 3 business days after inspection. Banks and payment providers commonly require another 3–10 business days to post the credit.
Contact Customer Support
Brand: SLDBK BIKE
Website: sldbkbike.com
Email: support@sldbkbike.com
Phone: +86 137 1379 8041
WhatsApp: +86 137 1379 8041
Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
Typical response time: Within 1 business day
Nothing in this policy limits statutory rights that cannot be waived under applicable consumer-protection law. SLDBK may update this policy to reflect legal, operational, or service changes; the revised date will appear at the top of this page.