Refund and Replacement Policy
1. Order Cancellation
For all orders (including pre-orders), your credit/debit card will be charged immediately. There is no delay in receiving payments, regardless of when the item is expected to ship.
Before Shipping: Please see our Shipping Policy to cancel your order.
After delivery: In principle, there is no way to intercept and return the goods during transportation. If you insist on returning the goods, please refuse to sign for the package when it is delivered. Our logistics cooperation company will return it to the Polish warehouse according to the original route. After receiving the returned product, We will arrange a refund for you within three business days. If you need to return the product due to quality problems after receiving the product, please contact our customer service email: firstname.lastname@example.org, the customer service team will provide you with a return shipping label as soon as possible, and the designated carrier will collect the return package. Customers can also choose to return or arrange their own returns. Engwe does not provide free return service for non-quality problems or due to improper operation by customers themselves.
PLEASE NOTE: If the customer decides to arrange their own return and the request has been confirmed by the Engwe customer service team, it is the customer's responsibility to ensure the safety of the shipment and the success of the return. Customers must select the Signature Confirmation service for shipments, and we strongly recommend adding additional shipping insurance for returned packages. Engwe is not responsible for any damage, loss or other incidents to the goods arranged by the customer.
Customers are required to email Engwe's Customer Service Team for any order cancellations. Once the order cancellation request is approved, the Engwe customer service team will email the customer a cancellation notification email. Customers may not return packages without notice.
2. Order Modification
Please refer to our Shipping Policy to amend the order before the customer receives it.
We cannot modify the order after the customer has received it. Customers can place a new order and return the product in the original order by contacting our customer service in advance： email@example.com All return requests must follow our return policy and receive a pre-approval notice from our customer service team via email. Processing fees can be avoided if a product return is due to an order modification, meaning the customer has placed a new order for a higher amount or similar to the returned product. If the customer does not place a new order or the total amount is significantly lower than the original order, a handling fee of 10% of the original order will be deducted from the total refund amount.
3. Product Exchanges and Returns
Free Replacement: Customers may reject the package due to severe shipping damage (functionality affects usage), or contact customer service for missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement.
In order for us to better understand the problem and solve it effectively, photos and/or video are needed as evidence.
*Definition of severely damaged items: The main structure of the product is obviously deformed, affecting its normal function in any form.
Note: The following situations do not apply to the free exchange policy:
A) The outer packaging is slightly damaged.
B) There are slight scratches or paint peeling on the product.
C) Damage to parts or consumables after overuse.
D) Damage to parts or wearing parts after using for a certain period of time or a certain number of times.
To be eligible for a replacement or return, the bike must be unused, free from dirt, dust or any scent, and in the same packaging and condition as you received it. The mileage on the LCD screen must be less than 10 miles.
PLEASE NOTE: If the customer decides to arrange their own return and the request has been confirmed by the Himiway customer service team, it is the customer's responsibility to ensure the safety of the shipment and the success of the return. Customers must select the Signature Confirmation service for shipments, and we strongly recommend adding additional shipping insurance for returned packages. Himiway is not responsible for any damage, loss or other incidents to the goods arranged by the customer.
Non-returnable items include, but are not limited to:
A) All accessories
B) Special order
C) Used items, except in extreme cases of breakage/malfunction
Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will refund to customers according to the customer's original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at firstname.lastname@example.org if the customer has not received the refund after 7 business days.
If you have any questions about our refund and replacement policy, please also write directly to: email@example.com