Für Neukunden erhalten Sie 2 % Rabatt auf den Rabattcode: Newengweeu
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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:
Product from an unauthorized reseller
The damage was caused by human error
Special order
Giveaways or free items
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.)
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:
Engwe Refund Conditions
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
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.
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.
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