Warranty

1. Warranty and Guarantee: 

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.

Extended Warranty Service:  You can purchase an extended warranty service on our website. When buying an E-bike or E-scooter, you can add this option in the Frequently Bought Together section on the product detail page. (Please note that the extended warranty must be purchased along with the product and cannot be bought separately.)

2. Warranty Coverage: 

Item	Parts	Guarantee time	Service
Basic parts	Frame	12 months	Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed.
	Front fork Components, Handlebars, Folding tubes, Saddle tubes	12 months	Self-modification and collision damage are not Warranty.
	Tire	1 months	If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty.
	Saddles, Plastic parts,Round disc brake rotor,Brake pads, Brake cable	3 months	There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed.
	Kickstand, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lug, Connecting Rod Piece	6 months
Electrics parts	Controllers, Chargers, Main/auxiliary cables, Display, Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors	12 months	Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty.
	Headlights, Taillights	6 months
Motor parts	Motor	12 months	Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired) The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc.
	Motor hall, Motor bearing	12 months	Hall wire burnt out, abnormal noise or rupture of bearing.
Battery	Battery box, Battery top cover, Battery bottom cover, Battery	12 months	It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. (Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period) No warranty replacement service will be provided for water or man-made damage.

Special Warranty for EP-2 3.0 Boost Model:

EP-2 3.0 Boost offers an extended warranty on its core components. The warranty period for the following parts has been upgraded from the standard 12 months to 24 months (2 years) :

Item	Accessory name	Warranty period	Notes for warranty
Basic parts	Frame	24 months	In cases of natural deformation, cracked welds, loose welds, fractures, and other quality issues resulting from substandard manufacturing, the manufacturer will provide replacements in accordance with the warranty terms. Unauthorized modifications, damage from collisions, etc., are not covered under the warranty.
	Fork, handlebar, foldable riser, seatpost	24 months
	Tire	1 month	Tires punctured by sharp objects, parts damaged due to collision, etc. are not covered under the warranty.
	Saddle, brake, brake disc	3 months
	Crank set, pedal, kickstand, mudguard, seat post quick-release hoop, foldable stem quick-release hoop, hub, thumb shifter, rear derailleur, flywheel, chain, bottom bracket, shock absorber	6 months	Man-made damage, modification without authorization, parts and accessories damaged due to collision, etc. are not covered under the warranty.
Electrical parts	Control unit, charger, main/auxiliary cables, instrument, throttle grip, torque sensor, power-off brake lever	24 months	Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially damaged cables, natural wear and tear of brakes, and man-made damage are not covered by warranty.
	Headlights, Taillights	6 months
Motor parts	Motor core, hall element, bearing,clutch	24 months	The manufacturer will provide replacements as per the warranty terms for problems such as phase loss, burned hall elements, demagnetization, and abnormal sound of the bearing; Faults such as cable disconnection and water ingress are not covered under the warranty.
Battery	Battery box, battery top cover, battery bottom cover, battery	24 months	It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. (Max 10,000 km)(Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period) No warranty replacement service will be provided for water or man-made damage.

For the battery, the warranty period is 24 months or 10,000 kilometers of cumulative riding distance, whichever occurs first (the "Warranty Period"). During this period, replacement is available for defects including, but not limited to, poor contact, power failure, inability to store charge, or a capacity retention below 60%.

Please note: The warranty period for any replacement battery will be calculated based on the remaining time of the original battery's warranty, and will not be extended or renewed. Damage caused by water ingress, misuse, or any other human-induced factors is expressly excluded from this warranty.

One of the following conditions does NOT qualify for 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.

How to Apply for Warranty?

Step 1: Capture a photo or short video clearly showing the issue.
Step 2: Email a brief description of the problem along with the photos or videos, your order number, and the platform of purchase to service@engwe-bikes.com.
Step 3: Our team will assess the issue. If the problem is evident, we will provide a solution promptly.
Step 4: For issues requiring further investigation, we will provide troubleshooting instructions. You’ll need to perform diagnostics as per our guidance and share corresponding photos or videos. Once received, we will offer a resolution.
Step 5: After verifying your order details and delivery address, we will ship the necessary replacement parts.

3. How to apply for warranty

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.

4. Contact US

1)Tell:
+39 800776809（English）Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri, 
2)Email:
Please email us through service@engwe-bikes.com
We typically reply within 1 business day.