The warranty period for e-bikes is as follows. If the customer finds any damage not caused by human influence within the warranty period, we will send the spare parts free of charge.

After the warranty period has expired, the customer must bear the costs for spare parts and shipping fees. The e-bikes we sell are brand new regular products, all parts are the same as the original parts.

To make it easier for customers to quickly resolve problems with accessories, accessories purchased separately are sold at cost price. Therefore, with the exception of DOA, they are not subject to any warranty

Please note: Used e-bikes and modified e-bikes are excluded from the warranty.

1）Error caused by the user's failure to use, maintain and adjust according to the “Instruction Manual”.
2）Users disassemble, repair and modify themselves and errors caused by non-compliance with the usage rules.
3）Error caused by user's improper use or storage or accident.
4）The cost of going to other repair shops without approval.
5）There is no warranty for minor scratches or damage to the outer packaging caused by the logistic transportation of the accessories.
6）Please contact us and obtain our written authorization before returning an item. Products returned without acceptance will not be refunded.
7）Consumable parts are not covered by the warranty, including tires, calipers, plastic parts, brakes, brake discs, brake pads, brake lines, surface scratches, etc.

Step 1: Take a photo/short video of your question.
Step 2: Send a brief description of the problem, pictures or videos of the problem, order number and purchase platform to service@engwe-bikes.com.
Step 3: We diagnose your problem and provide a solution if it's clear what's wrong.
Step 4: For issues that cannot be diagnosed immediately, we will send you the troubleshooting files. You must verify according to our verification method and provide us with the relevant videos or images. After receiving the videos or pictures, we will offer a solution.
Step 5: We will check your order information and shipping address and redeliver the relevant accessories to you.

1)Phone:
+33 805980036 (EU) Opening hours: 9:00 a.m. - 6:00 p.m. (GMT+1 time), Mon - Fri,
+1 8442007117 (US) Hours: 9:00 a.m. - 6:00 p.m. (PST-8 time), Mon - Fri

2) Email:
Please send us an email to service@engwe-bikes.com
We usually respond within 1 business day.