Return & Refund Policy
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) kilometers 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 purchase proof.
Damages and issues
Please inspect your order upon reception 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 firstname.lastname@example.org. 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 email@example.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:
- E-bikes €200/pc for a return
- Battery €100/pc for a return (Note: We only accept the return of unused batteries.)
For returned items, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, we will refund within 3 business days.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please understand it may take time for your bank or credit card company to process and post the refund too. If you confirm the returned bike is delivered, you can initiative contact Engwe for quicker handling process.
How can I get the refund?
If you confirm that you want to return and request return for a refund, you can contact with our support team for a return label, we will refund you after we received the returned parcel.