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Definitions 1. "Extended Warranty Service" (hereinafter referred to as "Extended Warranty") refers to an additional 12-month repair service provided to customers who purchase this service after the expiration of the original factory warranty period. Each extended warranty applies to one E-bike or E-scooter only and cannot be shared among multiple units.2. "Customer" refers to individual or corporate users who purchase ENGWE electric bicycle products from our official website (https://engwe-bikes-eu.com/), for whom we provide the Extended Warranty service. 3. "Non-human Damage" refers to damage caused by product quality issues or natural malfunctions under normal usage conditions. Service Period and Activation1. The Extended Warranty service will automatically take effect on the day following the expiration of the original factory warranty period without any additional operation required.2. The Extended Warranty is valid for 12 months from the effective date.CoverageThe Extended Warranty covers failures and damages caused by non-human damage, including material and labor costs:
Exclusions The following cases are not covered under the Extended Warranty:
Notice: Each Extended Warranty is valid for one E-bike or E-scooter only. If multiple units are purchased, a separate Extended Warranty must be purchased for each. Extended Warranties cannot be transferred between units.
Warranty Claim Process1. Customers who encounter issues during the Extended Warranty period should follow the steps below to request after-sales service: ● Contact our customer service team via email service@engwe.com● Please provide the order code in the email content and upload the problem photo or video. ● Wait for our customer service team to review the request (review period: 3 working days). ● Upon approval, we will arrange official repair service or parts replacement. (If the request is approved, we will determine whether to provide a replacement part (which may not be identical) or take reasonable commercial measures to repair the part.ENGWE.COM will cover the cost of parts, shipping, and any related repair labor costs. Any additional transportation costs (e.g., if the customer requests on-site technician service or travel expenses to and from the service point) will be borne by the customer.) 2. We reserve the right to use new or certified refurbished parts during the repair or replacement process. 3. The interpretation of warranty coverage for non-included parts is at the discretion of ENGWE.COM. 4. If ENGWE.COM requires the customer to return defective parts, the company reserves the right to refuse further repair or support until the defective parts are returned.
Customer Obligations1. Customers must use and maintain the product properly, following the User Manual and official recommendations. 2. Customers must not disassemble or modify the product themselves, or they will forfeit the Extended Warranty service. 3. Customers must provide a purchase invoice and proof of Extended Warranty purchase when requesting after-sales service.
Refund Policy 1. Customers may cancel the Extended Warranty service within 14 days after receiving the electric bicycle for a full refund. 2. After 14 days, the Extended Warranty service cannot be canceled. However, if the vehicle is returned for a full refund due to a product quality issue, the Extended Warranty fee will also be fully refunded. 3. All eligible refunds will be processed using the original payment method, and the refunded amount will be returned to the customer’s initial payment account or payment channel. Please ensure the provided account information is accurate to facilitate a smooth refund process.
Limitation of Liability 1. Under no circumstances shall our company be liable for the following types of indirect losses or consequences caused by electric bicycle product failure or damage: ● Business Losses: Loss of revenue, operational disruption, or missed business opportunities resulting from product failure. Example: The customer’s business is interrupted due to an inoperable electric bicycle. ● Personal Injury: Injuries occurring due to product defects or malfunctions during usage. Example: A braking system failure causes an accident, leading to bodily harm. ● Third-party Claims: Claims from third parties for damages caused by product failure or damage (e.g., injury or property damage to others). Example: A product malfunction leads to a collision with a third party, who then files a compensation claim. 2. The total compensation amount under the Extended Warranty shall not exceed the total invoice amount of the vehicle at the time of purchase.
Contact Information For any inquiries, please contact us: ● Official Website: https://engwe-bikes-eu.com/● Customer Service Email: service@engwe.com ● Customer Service Phone: +33 805980036 (9 AM - 6 PM (GMT+1), Mon-Fri)
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