The warranty period for e-bikes is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 

After the warranty period, the customer has to pay for the replacement parts and shipping fees. The e-bikes we sell are factory new regular products, all parts are the same as the original parts.

In order to facilitate customers to quickly solve problems with accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.

Please note: Second-hand e-bikes and modified e-bikes are not covered by warranty.

1）Failure caused by the user's failure to use, maintain and adjust according to the "Instruction Manual".
2）Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
3）Failure caused by improper use or storage by the user, or accident.
4）The cost of going to other repair shops for repairs without consent.
5）Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
6）Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
7）Consumable parts are not warranted , including tires, saddles, plastic parts, brakes, brakes rotors,brake pads, brake lines, surface scratches, etc.

Step 1: Take a picture/short video of your question.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to service@engwe-bikes.com.
Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.
Step 4: When it comes to issues that can’tbe diagnosed in the first place, we will send you the troubleshooting files, it will need you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.

1)Tell:
+33 805980036（EU）Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri, 
+1 8442007117（US）Hours: 9 AM - 6 PM (PST-8 Time),Mon - Fri
2)Email:
Please email us through service@engwe-bikes.com
We typically reply within 1 business day.