Return and Refund Policy

RETURN

We have a 30 day return policy, which means you have 30 days from receipt of your item to request a return.

Returns are not permitted after 30 days from the delivery date.

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

Damage and problems

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

To start a return, you can contact us at service@engwe-bikes.com to contact. If your return is accepted, we will send you a return label and instructions on how and where to send your package. Items sent to us without prior request for a return will not be accepted. Engwe does not cover the shipping costs for the package returned by the customer.

If you have any further questions about returns, you can contact us at any time service@engwe-bikes.com to contact.

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

  1. Product from an unauthorized reseller

  2. The damage was caused by human error

  3. Special order

  4. Giveaways or free items

  5. Accessories in online sales (including mudguards, gift box, luggage rack bag, helmet, controller, cell phone holder, air compressor, waterproof cover, lock, rear view mirror, etc.)

  6. Additional Accessories Purchased (If you purchase accessories directly from Engwe after sale, please make sure it is the part you need before purchasing from us.)

Shipping and handling fee for returns without a quality problem:

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

REFUND

Engwe Refund Conditions

 Quality problems Accept full refund and partial refund with ENGWE
Received wrong goods FREE exchange or full refund
Damaged or missing accessories Free shipping on accessories or accepting a partial refund
The package cannot be delivered or is missing Free resend or accept 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 must200 € shipping costs per bike (deduction€200 for refund)
Refund difference price information

1. Partial refund of the difference price within 7 days

2. Not acceptable (free gift possible) for a period of 7 days

Note: Engwe has the right to organize any event promotion
change delivery address Address cannot be changed once the bike has been shipped
Customers refuse to accept the package 200€ shipping cost or customer need to pay additional €200 for resending
Reimbursement for quality problems

1.Within 30 days: Free return or exchange for defective products. Shipping costs of €100 are non-refundable.

2. Over 30 days: Return is not acceptable; Accept the repair under the guidance of Engwe.

Before the repair, a video or photo must be taken to show the problem of the bike.
Reimbursement for quality problems Only refunds accepted within 30 days: Unworn, unopened packaging, unused or the e-bike must have less than ten (10) kilometers on display, free from any wear and tear, dirt, dust, odors or other signs of wear and must be in the same packaging and condition as you received it and must include all items that were in the box (charger, keys, hardware, etc.). When refunding non-defective e-bikes/e-bikes that are no longer needed, a processing fee and shipping fee of €200/piece will be deducted . Engwe does not cover the cost of the packaging box.
Reimbursement for quality problems If you believe your item is defective and purchased from our authorized dealer within 1 year, please contact us at service@engve-bikes.com and provide photos or videos showing the contain actual defects as there may be an easy solution to your problem. Engwe support team can provide you with technical solutions.

If the problems still cannot be resolved, we recommend that you take the item to your local bicycle repair shop for repair and we would be happy to refund you for the defect.

Please note that you are eligible for a refund

i)Valid printed invoice/digital invoice from the repair facility (handwritten invoices are not eligible);

ii ) The amount of reimbursement may not exceed twice the price of the corresponding parts for the repair.

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

A. For returned e-bikes or batteries with our provided return label, our warehouse requires five business days from receipt to confirm the e-bike or battery status.
After we confirm that the returned item is received as described by the buyer, a refund will be issued within 1-2 business days.
B. If you return the item yourself, you must provide us with a picture of the delivery note, the tracking number and the carrier name. After the package's logistics track shows delivery, we need five working days to confirm whether the package status matches the buyer's description. We will refund you within 1-2 business days of confirmation.

If the model of the returned e-bike or battery does not match the order information, Engwe cannot provide a refund;

If the condition of the returned e-bike or battery does not match the description before return, a certain percentage of the amount will be deducted. The specific deduction rate will be appropriately deducted by Engwe depending on the loss of parts.

How can I get the refund?

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