Return & Refund Policy

RETURN

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns are not allowed after 30 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometres on the display, it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.

Damages and issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at service@engwe-bikes.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Engwe is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at service@engwe-bikes.com.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller

2. The damage is caused by human

3. Special order

4. Giveaways or free items

5. Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)

6. Extra purchased accessories (If you purchase after-sales accessories from Engwe directly, please make sure it is the part you need before purchasing from us.)

Shipping and Handling fee for non-quality issue return:

1.E-bikes €200/pc for a return
2.Battery €100/pc for a return (Note: We only accept the return of unused batteries.)

REFUND

Engwe Refund Terms

 Quality issues Accept full refund & partial refund with ENGWE
Receive wrong goods FREE to exchange or full refund
Damaged or missing accessories Free to send accessories or accept a partial refund
The package cannot be delivered or missing Accept free resend or full refund
The customer cancels the order before the package is shipped 5% of the total amount will be deducted as a processing fee
The customer cancels the order after the package is shipped Customers need to pay €200 shipping fee charge per bike(Deduct €200 when making refund)
About refund difference price

1. Partial refund of the difference price within 7 days

2. Not acceptable (can send free gift) over 7 days

Note: Engwe has the right to organize any event promotion
Change delivery address Address can' t be changed after the bike shipped out
Customers refuse to accept the package €200 shipping fee or the customer needs to pay an extra €200 for resend
Quality Issues Refund

1. Within 30 days: Free return or exchange for defective products.Shipping fee €100 can not be refunded.

2. Over 30 days: Return is not acceptable; Accept repair with Engwe guidance.

Must take a video or picture to show the issue of the bike before getting repaired.
Non-quality Issues Refund Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the restocking fee and shipping fee of €200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Engwe doesn’t undertake the package box fee.
Quality Issues Reimbursement If you believe your iten is defective and was purchased within 1 year from our authorised dealer, please contact us at service@engve-bikes.con, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Engwe support team could provide you with technical solutions.

If the issues still can not be resolved, we would recommend you bring theitem to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.

Please note that to be eligible for the reimbursement,

i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible);

ii) the amount of reinbursement cannot exceed twice the price of the corresponding parts for the repair.

iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Engwe reserves the right to determine between defective products and normal wear and tear.

A. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.

If the model of the returned e-bike or battery is inconsistent with the order information, Engwe cannot provide a refund;

If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by Engwe depending on the loss of parts.

How can I get the refund?

If you confirm that you want to return and request a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel.